Smarter Home End Of Service

You Ask, We Answer

1. Why is Electric Ireland cancelling my service?

Having reviewed the product and listening to customers through research and feedback, we have decided that the Smarter Home product is currently not what customers want in a smart home solution. We are however continuing to sell smart home products such as Nest and Climote and services such as Solar installations and EV charge points.

2. When is the service ending?

The Smarter Home service will end on Monday December 16th, 2019. After this date, the app will no longer be accessible, and your plugs and timers will no longer work.

3. What will I be charged for my Smarter Home?

The Smarter Home is a subscription-based service and this monthly subscription has already been stopped. From October, you will no longer be charged for the service.

4. What about what I have paid to date?

As this is a subscription service, we have only charged you for the service until September. There is no refund of subscription payments while the service was being used

5. Will I be compensated for losing my service?

As a thank you for being a Smarter Home customer, you will receive a credit of €50 on your electricity bill. This will be posted to your account in December and will appear on the next bill issued after December 2019.

6. What will happen to the equipment I have – will you come to remove it?

Our technical team will be in contact with you before December 16th to arrange the removal of the equipment. This will require you to be available at your home on the agreed time and date.

7. You say the service is ending on Dec 16th, what if my removal appointment is after this date?

If we are not able to arrange a visit before Dec. 16th, 2019, the service will still end on that date. Please be sure that you have removed any plugs that you may be using as timers before this date.

8. I got this solution as part of my Solar installation

This withdrawal of the Smarter Home in no way impacts your Solar service, it will continue to work as normal, only the access to the app will be discontinued. Although at the moment, we don’t offer a direct replacement service for the Smarter Home, we are testing several solutions that allow you to monitor your electricity usage – we hope to make one of these available in the future.

9. I got this solution as part of my EV installation

This withdrawal of the Smarter Home in no way impacts your EV service, the charge point will continue to work as normal, only the access to the app will be discontinued. Although at the moment, we don’t offer a direct replacement service for the Smarter Home, we are testing several solutions that allow you to monitor your electricity usage – we hope to make one of these available in the future.

10. I got this solution when I signed up for the All Electric Home Tariff

This withdrawal of the Smarter Home in no way impacts your service or tariffs with Electric Ireland, only the access to the app will be discontinued. Although at the moment, we don’t offer a direct replacement service for the Smarter Home, we are testing several solutions that allow you to monitor your electricity usage – we hope to make one of these available in the future.

11. What will happen to my usage data after the service ends?

Once the service ends on Dec. 16th, any data we have in our systems, such as the usage data used to create the historical usage pages on the app will be deleted. This data is not retrievable.

12. Can I reuse my Smarter Home kit with another provider?

No. The system was designed to work with our own app and gateway software so it cannot be reused.

13. Will the Smart Plugs and timers still work?

No. We recommend that you remove the Smart Plugs from any devices they are currently controlling before the service is switched off. Timers will no longer work after the service has been turned off.

14. Are there other services like Smarter Home available?

There are many devices available to make your home a Smart Home. High Street electrical stores sell smart plugs, bulbs and other devices. We do not recommend any brand, but there are plenty available.

15. What do I do with the equipment?

We will arrange a visit to remove the equipment from your home. If your appointment is after December 16th or you have not yet set an appointment with us before that date, the gateway (small white or black router) and plugs should be unplugged and set aside until the technician visits. The device connected to the fuse board does not need to be removed, it will become redundant. If this is to be removed, it should only be done so by a qualified electrician.

16. I have a Climote or Nest as part of the installation

The heating control is yours to keep, the end of the Smarter Home service in no way impacts the use of these controls via the dedicated Nest and Climote apps.

17. What about my Climote Service fee; it was to be free for 3 years as part of my package?

Electric Ireland will honour the commitment to pay the remainder of the 3 years from the date of the installation.

18. I have an immersion controller installed as part of my Smarter Home

We will remove the immersion controller and return your immersion set up to its original state. We will put a mechanical timer switch in place if it is technically possible. You will be left in no worse a place than before the Smarter Home installation.

19. Is there a replacement service for the immersion control?

We do not offer any replacement at present. We are working on other Smart Home solutions and if we do offer these in the future, you will be notified of such.

20. What if the service is turned off before my removal appointment and my immersion is off?

There is a button on the Smart Immersion device that can be pressed to turn the device on or off. We recommend that if the service has been turned off and you have not yet had your Immersion Control removed, you should leave it in the ‘On’ state and use your On/Off-Sink/Bath switch as you had done before installation of the Smarter Home.

21. I was due a visit to fix my existing Smarter Home / I have an appointment already set?

As we will be disconnecting the service, this visit to repair or replace parts will now not go ahead.

22. I have a question not answered here, who can I contact?

If you need any further information, please contact our Home Services Team - homeservices@electricireland.ie