Fix MHHS issues step by step.

What to do

1. Open Properties then Processes and check MHHS Forward Migration.
2. Open the process details and write down the effective from date.
3. If that date is still in the future, wait. Do not book jobs or appoint agents.
4. If that date is already past, check ECOES MHHS Ind.
5. If ECOES is still Not Migrated or Kraken is stuck, raise in #temp-MHHS-migration-help with the MPAN, effective date and what you tried to book.

What to do

1. Check ECOES. If it says Migrated, the problem is Kraken only.
2. Open the failed process and note the exact step, for example Backfill Time Slot for Electricity Meter Registers.
3. Check Measurement Class. If it is F, do not try to change PC or SSC. Use KMT instead.
4. If Measurement Class is A, find the failed SSC in the process logs under "Failed to backfill register time slot". Amend PC and SSC on Kraken to match it.
5. Run the Backfill EAC Time Slot job. Then restart the failed migration step. If it processes, the MHHS flag appears on the account.
6. If it still fails, check previous SSC and TPR combinations too. For example, if the MPAN is now 2 rate but was 1 rate, update PC and SSC and run the job twice: PC 1 SSC 0393 and PC 2 SSC 0151.
7. If you still cannot get it to work, or Measurement Class is F, add the flag in KMT: Electricity Meter Point, Electricity Configuration Periods. Scroll right to Settlement Protocol (second to last column). Choose Market Wide Half-Hourly Settlement. Save.
8. If you cannot do these jobs, raise in #temp-MHHS-migration-help and say which part of the migration failed.

What to do

• On related MPANs you may need to add or remove a meter end date so migration can continue.
• If jobs are still blocked, raise in the help channel.

What to do

• Do not cancel process steps.
• You can restart a step after you have run a job or reprocessed a flow.
• Progress at the parent level is a refresh. It tells Kraken to try again.
• The one time you cancel is a failed or rejected agent appointment, before you create a new appointment. That stops Kraken copying old values into the new process.

What to do

1. Make PC and SSC match the number of registers on Kraken.
2. Run Backfill Register Time Slot. It defaults to 50,000 registers. Set it to 500 so it runs quicker.
3. Refresh the account. You should see the timeslots on the registers. As a final check, take the most recent smart meter reading.
4. If there is a billing gap before migration and a previous meter exchange (even one before the gap), take the meter removal date off, run the job for all meters, then add the removal date back. This lets the gap be billed.
5. If you cannot do it, raise in #temp-MHHS-migration-help and ask for the time slot group to be added.

Timeslot format looks like SSC_0151_TPR_00043.

What to do

1. Raise in #temp-MHHS-migration-help so they can fix it manually.
2. On a lost supply case, the first period needs the MHHS flag to issue the final bill. The flag then needs to come off, because the account reverse migrated when we lost the supply.

What to do

1. Raise in #temp-MHHS-migration-help so they can fix it manually, or do it yourself:
2. Take the MHHS flag off.
3. Bill the account up to date.
4. Put the MHHS flag back on.

What to do

• No smart import meter: follow card 18. Flag off, bill up to date, flag back on.
• Register not MHHS enabled: follow card 17. Often a lost supply case. Keep the flag for the final bill, then take it off.

What to do

There is no permanent fix yet. We are waiting on the Kraken fix. Only if it is urgent:

1. Untick the MHHS flag.
2. Bill the account.
3. Retick the MHHS flag in the Django UI. You must put the account back to MHHS.

This is not a permanent fix. Until a full tech release fixes it, you need to do this at each bill run.

What to do

1. Properties then DIP Messages. Widen the date filter past 30 days if needed.
2. Find PUB-006. If it is missing, the MS job is not actually complete.
3. If PUB-006 is there, raise in #temp-MHHS-migration-help and ask for the registers to be manually added.
4. Help channel note: if readings are missing because there are no registers, copy the meter serial number. In Django go to Electricity Meter, search the serial number and add the MHHS meter details. You need the serial number and the meter ID.

What to do

1. Check ECOES that the new meter details are showing.
2. In KMT go to Electricity Meter and create a new register. Fill in all the fields and make sure the TPR and time slots are valid. These fields are case sensitive, so use capitals where needed.
3. The MAP may also be needed. Find it on ECOES. On KMT the list is ordered A to Z by MPID.
4. Like a 1R and 2R switch, this fix can go wrong. Make sure the specialist knows to check the billing and raise any issues.

What to do

1. The Create AC job uses historic EAC data. If the EAC is wrong, correct it first using the legacy processes.
2. Run Create AC or Delete AC.
3. If you delete an AC, replace it with a better value for the same effective date.

Some PA tasks still look at old EAC values instead of the new AC values, which causes complaints. A tech ticket is active.

What to do

1. Stop retrying the rejected flow.
2. Energisation status (was D0205): use card 11.
3. 1 rate and 2 rate changes (was D0367): use card 4.
4. MTD updates: use card 14.
5. If you still think you need to send one of these flows, raise in #temp-MHHS-migration-help.

What to do

• Old world: D0149 and D0150.
• MHHS smart: watch for PUB-006.
• Advanced meter technical details: D0268.
• The MTD update form stays for now, but it and other forms may change as more MPANs migrate.
• If the event code is MeterHistoryUpdate, Kraken ignores PUB-006. Build the meter in Django. See card 30.
• After the flow, check registers exist. If billing still fails, see card 15 and card 16.

What to do

• Workaround: build the meter record in KMT (Django) with the Add Electricity Meter button. The PUB-006 has all the details you need.
• This matters for found meter and crossed meter cases.

What to look for

• IF-031 request appointment of MHHS agents
• PUB-032 REGS confirms receipt of IF-031
• PUB-035 agent accepts
• PUB-036 formal appointment confirmation
• PUB-041 validated reading. Replaced the D86. We get one for the migration date and Kraken shows it as MHHS with a small bus icon
• PUB-006 smart segment meter technical details
• PUB-008 energisation status
• PUB-021 half-hourly consumption data
• PUB-002 new switch into us
• D0268 advanced meter technical details
• IF-025 the new D0205
• IF-041 registered reading for Advanced and Smart
• Three D0151 means legacy MOP, DA and DC are terminated

What to do

• Follow the existing crossed meters guide.
• If PUB-006 is ignored, see card 30.
• Raise in the help channel if MHHS is blocking a step.

What to do

1. Bill up to date on the current rate (2R or 1R).
2. Amend the agreement to the new rate with effective date tomorrow.
3. Issue the new rate tariff to the smart meter with effective date tomorrow.
4. Raise in #temp-MHHS-migration-help and ask them to edit the registers manually.

For a tariff change only on an Eco 7 set up, consider the flat rate option. The meter stays 2 rate but the customer is billed on a flat rate, so billing looks single rate.

What to know

Still used D0004 failure to obtain a reading (Advanced and Traditional; you may also see D0004 and D0010 on non-communicating smart meters where a reader was sent). D0010 regular reading (Advanced and Traditional), now also replaces D0086. D0300 disputed or missing CoS readings: for Smart it relates to the total cumulative register, for Traditional the regular registers.

Gone D0071 (no D0086 to trigger), D0086 (replaced by D0010 in most cases), D0291 (change of measurement class with CoS).

New IF-041 registered reading for Advanced and Smart, sent to the metering and data services for validation. Cumulative (total across peak and off peak) or register (a single register).

How each meter type sends reads

• Traditional: manual reads go as D0010. Confirmed CoS read is also D0010 now, not D0086.
• Advanced: manual read is IF-041, except dual register readings which still go as D0010.
• Smart: automatic reads are IF-041. Manual reads are D0010.

Estimated readings do not go to the data service for validation. Checks include correct MSN, no negative consumption and no zero consumption. If something fails, the data service fills the half-hourly periods with estimated consumption (UTC Period Level Consumption Data) instead of rejecting the read.

What to do

• Gained in legacy, later migrated: you should still have a D86 for the gain date. Dispute that as usual. You will not get a D86 on the loss if we later lose as MHHS.
• MHHS to MHHS switch: there is no D0086, so a D86 dispute is not valid. Reject it if the other supplier sends one.
• Confirmed CoS reads (MHHS to MHHS only): PUB-041 for smart meters, D0010 for traditional meters.
• No opening D86 on a migrated account: if it was an MHHS to MHHS switch, a MCoS dispute is not needed. If it migrated after the switch, work with our DC to get the D86.
• We lose MHHS to a legacy supplier: the account reverse migrates to switch away. We send a D10 with a Y indicator so they can pass it to their DC and get a D86. Do not chase a D86 from our side.
• Gas CoS read wrong on an MHHS flagged account: raise and work the gas dispute as usual.

Flows you will see

• D0125 work completed, for example meter removed
• D0352 two week warning
• D0171 final outcome

What to do

1. Check ECOES. Confirm the electricity MPAN is Migrated.
2. If it is MHHS electricity, tell the customer we cannot send a manual reader yet.
3. Do not book siteworks for that electricity read. It will not complete.
4. Gas only accounts: book as normal.
5. If they have a smart meter, missing reads still triage the same way as before.
6. Be honest with the customer. The Industry Team is working on this so reader appointments can be booked the usual way in future.

What to do

1. Check Domestic Indicator on Kraken and ECOES.
2. To update ECOES: MHHS dropdown, Change domestic Indicator. Tick the option to set the property to domestic. Submit.
3. To update Kraken: Electricity Meter Point, set the domestic indicator to yes.
4. If you cannot change it, raise in #temp-MHHS-migration-help and ask for the DPI to be updated on Kraken or ECOES.
5. Wait at least 1 day. Customer opts into Octoplus again.

What to do

1. ECOES: MHHS dropdown, Change domestic Indicator. Tick the option to set the property to domestic and submit.
2. Kraken: Electricity Meter Point, set the domestic indicator to yes. For a business, set it to no.
3. Customers can then opt into Octoplus.

What to do

1. Do the same DPI check as card 6.
2. Change DPI on ECOES and Kraken, or raise in #temp-MHHS-migration-help.
3. Wait at least 1 day. Customer tries the heat pump quote again.

What to do

1. There is no fix for now. Do not keep trying different flows.
2. Do not promise the customer a workaround.
3. Industry Teams are working with Smart Metering to remove the block from the form, so you should be able to request it in the near future.

What to do

1. Fix the missing agent appointment first with card 23 or card 24.
2. Send the PSR update again once both agents are on. D0225 is still the PSR flow.

What to do

1. Point the customer to the Octopus new connections webpage so the request goes to OES.
2. If you still cannot raise an install, raise in the MHHS help channel. A Kraken error with appointment flows and missing MTDs has been fixed, with clean up still going on for affected accounts.
3. Once MS and DS are on, raise an energisation request to OES via the MTD typeform. For other MS agents contact them direct by email or portal (for SMS or another MS, email the correct agent).
4. Expect PUB-006 for MTDs or PUB-008 for energisation only. In rare cases PUB-008 does not arrive and you may need to update via KMT.

What to do

1. Open ECOES and confirm Trading Status is Registered and RMP Status is Created, not Operational.
2. Appoint a Data Service. That updates Trading and RMP to Traded and Operational.
3. If you cannot appoint DS, raise in #temp-MHHS-migration-help so a DS can be appointed.

What to do

1. Raise an SDEP to the LDSO for each MPAN.
2. Wait for them to update their record, then resubmit the registration.

What to do

1. Check ECOES and Kraken. Write down both energisation statuses so you know which side is wrong.
2. Both MS and DS need to be appointed before the meter can be energised.
3. If MS is OESL, raise the MTD typeform and ask for energisation or de-energisation.
4. If MS is another agent, email that agent. Do not send D0205.
5. Once MS processes it, a revised PUB-008 (energisation status) arrives on DIP. IF-025 is the new D205.
6. If Kraken still does not update, raise in #temp-MHHS-migration-help. In rare cases PUB-008 never arrives and a KMT update is needed.

What to do

1. Enrol as NHH Export New Connections Domestic.
2. Set Consent granularity to Half-Hourly Consent Granted unless the customer said no.
3. MS should be applied as part of migration. MS processes the MTDs from the import MPAN and sends them on DIP. Energisation status is in the MTDs, so it updates on its own.
4. If import is still migrating, do not book jobs. Wait until both MPANs are on the same arrangement.
5. If agents are missing after enrol, go to card 13.

What to do

1. Check DPI on Kraken and ECOES. Look for No, Unknown or Commercial.
2. Update DPI on Kraken and/or ECOES (card 35), or raise in #temp-MHHS-migration-help and ask for that update.
3. Once DPI is right, the agents should get appointed on Kraken.

What to do

1. Use the MHHS dropdown and choose Appoint metering service.
2. Effective from date is the migration date or SSD. Scenario defaults to CoS (card 25). Contract reference defaults to OESL Import or Export.
3. When PUB-036 arrives, set Contact Status to Accepted in KMT. Response reason is Accepted for Import and ALG for Export.
4. If PUB-036 is in and ECOES shows the agent, appointments can be booked outside the siteworks UI.

What to do

1. Check ECOES to see if it should be domestic or non domestic.
2. Fix DPI in KMT under Electricity Meter Point, Electricity Configuration Periods. Domestic is yes, business is no.
3. Appoint DS.
4. Raise in the help channel if you cannot.

What to do

• If an agent really needs appointing, raise in #temp-MHHS-migration-help.

What to do

1. Find the root cause on the account and fix that first.
2. If PUB-036 is in and ECOES shows the agent appointed, book outside the siteworks UI.

What to do

• Use #Ct-metering-domestic or #help-connection.
• Smart to Advanced needs a change of market segment (CoMS).

What to do

• Raise queries in #temp-MHHS-migration-help. Use Copy Slack raise on any card to get the template.
• Work the oldest queries that are not already being investigated.
• Click Investigating so others can see it is owned.
• If you get stuck use #mhhs-help-channel-support.
• You get extra time each week to work queries. Site leads agree this with your TLs.
• LINK is the Kraken data service.