FAQ

Smarty+ is a solution providing real-time insight into the customer’s energy data.

As soon as the Smarty+ dongle is connected to the Smarty meter (without any intervention of the electrician or the grid operator (DSO i.e. Creos, Sudstroum, City of Diekirch or City of Ettelbruck)), the customer can consult his energy data in real time on his tablet or smartphone in the Smarty+ application. Furthermore, if the customer wishes, he can choose to share his data with his DSO and thus contribute to improving the management of electricity distribution grids in order to facilitate the energy transition. When sharing his information with other service providers, to be found in the “Connect” tab of the application, the customer may also benefit from additional services.

Smarty+ will allow you to monitor your energy consumption and determine your major consumers, as well as supervise the production of your photovoltaic installation (a separate Smarty+ dongle is required for each of your Smarty electricity meters). You can try to improve your daily behaviour to reduce your energy consumption to a minimum and save money. By adapting your consumption to the production times of renewable energies or by sharing your data with your DSO or research institutes, you can actively contribute to a successful energy transition. Voluntary data sharing with your DSO will help them to estimate the actual load on the distribution network more accurately and to use the existing network capacities more efficiently, which in return will reduce the network usage costs for the end customer.

In the future, further services will be available that will allow you to take advantage of other opportunities provided by professional processing of your energy data.

No. The Smarty+ dongle can be connected to the Smarty smart meter independently of your energy supplier. (Your energy supplier will not be informed).

The Smarty+ dongle is compatible with all Smarty meters installed in Luxembourg.

Visit www.smarty.lu and choose your DSO for more information on the progress of the smart meter rollout.

*Note (not relevant for standard 40 A residential meters): Smartys above 100 A measure the current after a transformer ratio has been applied, as a direct measurement is not possible at this current intensity. The Smarty+ app does not yet allow the user to enter this transformer ratio, which is why the values transmitted via the P1 Port and displayed in the app would be much lower than the energy consumed in reality. However, we are currently working on integrating this functionality!

The data will be communicated to the cloud via a WiFi connection and via a secure Internet connection. A variant of the dongle, which will be available soon, will use a new mobile technology that has been developed for the Internet of Things.

The Smarty+ dongle is sold at a fixed price of €40 via the “Letzshop” platform with home delivery option. Downloading the application and consulting the data in real time is free and does not require a subscription.

However, you have the possibility to share your data with service providers of your choice, to benefit from further offers. These services will be subject to the conditions and fees stipulated by each service provider.

The housing has a diameter of 80 mm and a height of 30 mm. The connection cable supplied with the dongle is 1 metre long, but it can be replaced by a cable of any length with two RJ12 connectors.

First check if the LED on the back of the dongle is blinking while the dongle is connected to the meter. If this is not the case, you can send a message to info@creos.net to have your dongle replaced. If the LED on your dongle is flashing, but it is not communicating correctly with your mobile application, please consult the user manual to determine the cause of the problem you are experiencing and possibly solve it yourself, for example by resetting the dongle. In case of persistent difficulties, please call the number 2624 4444 or use our contact form.

Disconnecting the Smarty+ dongle from your electricity meter will completely interrupt the reading and transmission of energy data. Please note that from this moment on, the data will be lost and cannot be recovered when the dongle is reconnected later on.

By accessing your account in the Smarty+ application, you also have the option to delete all your data and your user account.

Disconnecting your dongle and deleting your account will not necessarily terminate the contract with a service provider. For more information, please refer to the specific terms and conditions of the subscribed service.

The Smarty+ dongle can be installed by yourself without any intervention of your DSO or an electrician*: To access the P1 port you can remove the green cover of the Smarty meter by pushing and pulling it down. The P1 port is now accessible and the dongle can be connected to it. The cover can then be reattached by leading the Smarty+ dongle connection cable through the small hole at the bottom edge of the green cover. This step can be completed within a few minutes.

Do not remove the seals placed by your DSO on the Smarty meter (this action would trigger a fraud alert at Luxmetering).

* For safety reasons, in older installations, smart meters may be installed behind a plexiglass protection (to avoid exposure to unshielded live parts). In these cases, the intervention of the DSO is required. It will be free of charge and you can contact your DSO via the following numbers:

• Creos: 2624 4000
• Sudstroum: 26 78 37 87686
• City of Diekirch: 808780 501
• City of Ettelbruck: 81 91 81 221

The commissioning is explained step by step in the Smarty+ application. You will be guided with precise instructions when connecting the Smarty+ dongle, creating your account, associating the dongle with your account, activating communication via NB-IOT or your WiFi network and decrypting the data using the P1 key.

The whole process may take about ten minutes.

No, the 250 milliamperes at 5 volts available through the P1 port of the Smarty smart meter to which the Smarty+ dongle is connected are sufficient to power the Smarty+ dongle and to allow pairing and communication to the WiFi as well as reading, decrypting and transmitting data.

The Smarty meter feeds all available data in a cyclical manner through the P1 customer port.

According to the specifications of the Luxembourg smart meter, this output is encrypted, using an advanced encryption standard to guarantee the confidentiality of the end user data.

If your Smarty meter is located in the technical room of your residence to which you do not have access, please contact your property manager to give you access.

If your Smarty meter is installed behind a plexiglass protection, please contact your DSO to help you with the installation of the Smarty+ dongle.

• Creos: 2624 4000
• Sudstroum: 26 78 37 87686
• Ville de Diekirch: 808780 501
• Ville d’Ettelbruck: 81 91 81 221

The dongle does not have an on/off button. When the dongle is disconnected from the P1 port of the meter, its power supply is interrupted, and it switches off. During the disconnection time no data will be read, and the data will be lost.

If your dongle has never been connected to a Wifi network and you want to reset it, you must unplug it and plug it back in, while keeping the button at the back pressed with a pin until the LED flashes after about 10 seconds.

To reset your dongle that has already established a Wifi connection, use a pin to push the button at the back of the dongle for 5 seconds. No need to disconnect the dongle form the Smart Meter! This will reset the configuration of your dongle but not lose your historical data.

To delete the configuration of the dongle and your historical data, go to Settings > My Smarty+ Dongles > Chose your dongle > Scroll down to “Factory reset”.

Yes, you can move your Smarty+ dongle with you. Remember to ask your DSO for the encryption key for the P1 port of your new meter (for more detailed information on the encryption key, please refer to the section “Smarty+ dongle connection -> P1 encryption key”). After the connection to the new meter, you can continue with the setup using the Smarty+ application, described under “How do I setup my Smarty+ dongle and who will install it?“. You may need to deactivate your dongle (Account > My Smarty+ dongles > Choose dongle and deactivate) and reset the dongle to restart the activation process on your new smart meter.

Updates will be realised “over the air” as long as your dongle is connected to your Smarty Smart Meter and to a WiFi/mobile network.

The dongle can indicate its status and possibly an existing error by different flashing sequences and colours. Please refer to the user manual for the correct interpretation of the flashing sequence.

The Smarty+ app can be downloaded from the App Store (iOS) and the Google Play Store (Android). [Attach both links]

Downloading and consulting data in the Smarty+ application is free of charge (data charges may apply) and does not require any subscription.

Optionally you are free to transmit your data to service providers who will use your energy data to help you with different functionalities. These services offered by third party service providers will be subject to their terms and conditions.

Make sure you are connected to the Luxembourgish app-store and that there is enough memory on your mobile.

As soon as the Smarty+ dongle is connected to your smart meter, you can start with the setup by following the different steps and their explanation (account creation, assigning your dongle to your account, entering your WiFi password and your encryption key) in the Smarty+ application.

Your account will be created by using your email address which you will be prompted for when you set up your Smarty+ dongle through the Smarty+ application. You will then receive a confirmation link which also serves as a “one-time password”, so that you do not need to remember a password.

By scanning the QR code on the back of your Smarty+ dongle, your dongle will be linked to your account.

The Smarty+ dongle communicates the energy data read from your Smarty meter through your WiFi network or using NB-IOT (available soon) to a cloud platform hosted in Europe using secure communication via https. From this cloud the data will be transmitted to your Smarty+ application. Thus, your smartphone must not be in the same network as the dongle. All this happens in near real time with a delay of only a few seconds.

In the event of a power outage, your Smarty+ dongle will not be powered and will therefore not be able to communicate. As soon as the problem is solved, the dongle will start working normally again.

In the event of a WiFi outage, data will no longer be transmitted to the cloud and therefore neither you nor your service providers will have any information for the duration of the connection interruption. However, a certain amount of data can be stored locally on the Smarty+ dongle to be sent when the WiFi connection is re-established to complete your charge curve afterwards.

Please note that besides the instantaneous values of your consumption, the index of your total consumption is also communicated. So even if the connection has been interrupted for a while, the total amount of energy consumed can still be determined correctly.

You may agree to share your data with third party service providers. Each service provider will have the possibility to develop an application or service and may have access to the energy data of customers who choose to subscribe to their service.

In addition, Smarty+ will soon be compatible with Google Home and Apple Homekit.

The “P1 out” port on the back of the Smarty+ dongle will also allow you to access decrypted obis codes using a device with an RJ12 connector. (See Smarty+ dongle datasheet)

An additional Smarty+ dongle can be added by selecting Account > My Smarty+ dongles

No, this is not possible.

Yes. It is important that the standard 2.4 GHz WiFi is supported. Most routers (e.g. Fritzboxes) provide 2.4 and 5 GHz networks. Only 2.4 GHz is accessible by the Smarty+ dongle.

This option is not supported for security reasons.

We are aware of this possible restriction. That’s why we will soon offer a version using a new mobile technology that has been developed (Internet of Things), so that you can use the Smarty+ dongle even without access to WiFi.

If you acquired a new router or changed your Wifi password, go to Settings > My Smarty+ Dongles > Chose your dongle > Scroll down to “Change network configuration” and follow the instructions.

Your dongle is not sensitive to viruses, because it only sends data and cannot receive data, except for a possible update via “over the air”, which will also be secure. It will not communicate outside secure communications.

To receive the encryption key for the P1 port of your Smarty meter, please contact your DSO at the corresponding e-mail address, indicating your name, address and the serial number of your meter (number that starts with SAG and is followed by 13 digits, which can be found on the face of your Smarty).

Be aware that only the person on whom the meter is registered, has the right to ask for this information!

• Creos : via the website : my.creos.net
• Sudstroum : backoffice@sudstroum.lu
• Ville de Diekirch : smarty@diekirch.lu
• Ville d’Ettelbruck : sive@ettelbruck.lu

The P1 protocol is a clear text protocol. To guarantee the confidentiality of the end-user data, an encryption layer is added to the P1 protocol. This encryption layer is based on the advanced encryption standard AES128-GCM.

This channel has its own security context: a separate encryption key and a dedicated frame counter.

The parameters used for the encryption algorithm are as follows:

• IV is 96 bits = system title (64 bits) | frame counter (32 bits)
• AAD is 17 bytes = 30h || 00112233445566778899AABBCCDDEEFFh
• the label length is 96 bits

There are several events that can cause the P1 key to change, such as the installation of a new meter, a move, or a change of the energy supplier. If your key no longer seems to be valid, ask your DSO for it again. You may need to deactivate (Account > My Smarty+ dongles > Choose dongle and deactivate) and reset your dongle in order to enter the new key.

By accessing your account in the Smarty+ application, you have the options to delete all your data and your user account.

You can share your Smarty+ account with up to 5 members of your household via the “Family Sharing” option. Go to settings > My Smarty+ dongles > Chose your dongle > Family sharing and enter the email adresses of your family via the + sign.

Yes, on the “Usage” screen, scroll down to “View more insights”. There you can find the “Download all data” button, which will provide you a csv file with the 10 second data of the last seven days for all measured parameters and all monthly indexes.

The languages available are English, German, and French and are part of the localisation, controlled by your device settings.

If you are concerned that someone could unlock your phone and access your data, you can reset the Smarty+ dongle by following the steps described under Can I reset my Smarty+ dongle?

Yes, you can download the application on your new smartphone and enter the e-mail address you used to create your Smarty+ account to view your Smarty+ dongle(s) with the corresponding data.

All data provided by the network operator / Luxmetering via the P1 port. More information on the following link: https://www.luxmetering.lu/pdf/SPEC%20-%20E-Meter_P1_specification_20210308.pdf

OBIS codes (“Object Identification System”) are used in electronic data communication in the energy market to uniquely identify measured values (energy quantities, meter readings) and abstract data in electronic data exchange.

The OBIS code system is described in IEC 62056-61 for the electrical energy environment and in DIN EN 13757-1 for non-electrical environments.

Smarty meters use OBIS codes internally to classify the transmitted data points.

Every ten seconds the current OBIS code values are transmitted from the Smarty+ dongle to the cloud. This ten second resolution data is stored in the cloud for seven days. It is then deleted. Weekly and monthly aggregations are retained for a period of 4 years. 

The cloud operator only needs your email address to associate your Smarty+ dongle with your account and send you your data. They are not able to associate the OBIS code with a specific customer, as neither your name nor your postal address will be available or stored in the cloud.

If you choose to use only the basic features of the application, no one else will have access to your data. You are free to choose to share your data with your electricity network operator, but this is not mandatory. In return you will receive more detailed graphs for free. You also have the option to subscribe to services offered by third party providers, which use (part of) the data extracted from the P1 port, clearly indicated in the service description in the “Connect” tab of your Smarty+ application.

In the “Connect” tab of your Smarty+ application you have an overview of all the partners with whom you can share your data. You will find your network operator, research institutes, but also service providers. By selecting a specific service provider, you will receive information about the data sets they want to access and a description of the purpose and manner of the data processing.

The service providers will also explain the benefits of their service and the possible costs.

You can then give your consent individually to the parties you want.

The DSO will be able to associate the predefined energy data you choose to share with them with a concrete address using the serial number of your meter. In this way, he would have additional information to the data already collected today by the smart meters for the billing of your energy consumption and production. The added value of the Smarty+ dongle lies in the near real-time transmission of data and its ten-second resolution. This will allow your DSO to check the accuracy of load forecasts on the grid and improve the management of the distribution of electrical energy. This will enable him to use the existing network capacities more efficiently, which in turn will reduce the network usage costs for the end user.

For the basic operation of the Smarty+ application and the consultation of your energy data, no data sharing is necessary.

If you wish to take advantage of a service offered by a third party, you must agree to the transmission of the specified data sets to that specific company to ensure its proper functioning.

Any consent to share data can be withdrawn at any time. The provision of the service will then be terminated, but you can still use the application to view your data.

Each data sharing consent can be withdrawn at any time by going back to the “Connect” tab of the Smarty+ application.

Please note that discontinuing data sharing will not necessarily free you from the fees charged by the service provider. Please consult the specific terms and conditions of the service in question for more information.

All data collected by the Smarty+ platform is stored on servers located in the European Union, which means that European data protection laws apply.

You are in control of your data. If you decide to share your data, we will ensure that it is communicated via secure communication interfaces. The communication between the Smarty+ dongle and the cloud is secured via TLS.

As required by the GDPR, we will delete all data related to an individual who has opted to withdraw from the platform.

In accordance with the requirements of the GDPR, we will provide you, upon request, with a log file containing all the data we have collected from you.

For the dongle: deactivate the dongle. For the whole account: delete the account (after deactivating all dongles)

If you water and gas meters are intelligent and connected to your Smarty electricity meter, your consumption data can be shown in the Smarty+ application. You simply need to contact the responsible network operator to activate the communication of these meters through the P1 port, indicating your name, your address and the serial number (SAGXXXXXXXXXXXX) of your electricity meter and your gas meter (ELSXXXXXXXXXXXX or FLOXXXXXXXXXXXX) or water meter.

If you are connected to a gas network, you will either need to contact Creos (info@creos.net), the City of Dudelange (gazeteau@dudelange.lu) or Sudenergie (former Sudgaz Email: Smartmeter-Gas@sudenergie.lu).

The municipalities are responsible for the distribution of water: Some examples of municipalities who have installed a smart water meter already and connected it to Smarty are the City of Dudelange (gazeteau@dudelange.lu), the city of Diekirch (smarty@diekirch.lu) and the city of Ettelbruck (sive@ettelbruck.lu). Simply contact your municipality to check if they have or will install a smart water meter and ask them to unlock the communication channel to the Smarty if this is the case.

If you interrupted the activation process of your Smarty+ in the app, for example because you had to request your P1 key, you can resume it at any time from the same place. To do this, go to the “Settings” icon at the bottom right of your app, click on “My Smarty+ dongles” and select your Smarty+, then press the “Complete Setup” button, this will take you to the page where you can insert your P1 key. 

No, this is not possible. You need a separate Smarty+ dongle for each of your Smarty meters. In Luxembourg, it is common to record the electricity production of the photovoltaic system via a second Smarty meter. In this case, two dongles are needed to overlay the consumption and production in the app.

Note: Smart meters for gas, water and heat can be connected to the Smarty meter. In these cases, this data can be read via the Smarty+ dongle connected to this Smarty meter. Further information at: https://smartyplus.lu/de/p1-key/

Disconnect the cable from the Smarty+ and wait for 1 minute. Then reconnect the cable to Smarty+ and check the LED on the dongle.  

If Smarty+ flashes green every 10 seconds, your dongle is working correctly. 

If Smarty+ does not respond at all or flashes white, contact Smarty+ support on 2624 4444. 

Check that you have accepted the terms and conditions of use.

To do this, click on the “Settings” icon at the bottom right of your application, then click on “My Smarty+ dongles”, select your Smarty+.

On this page you will see the information “Status: Active” If not, click on the “Terms and Conditions” to accept them.

If you are still having problems contact the Smarty+ support number on 2624 4444.

Go to the “Settings” icon at the bottom right of your application, click on “My Smarty+ dongles” and select your Smarty+. 

Click the “Complete my configuration” button to get to the P1 key insertion page, click the “Enter decryption key” button.  

If you are still having problems, contact Smarty+ support on 2624 4444. 

If you experience a graphical, functional or application error, please contact the Smarty+ support number on 2624 4444. 

A weak WiFi connection between the dongle and your WiFi router is the main cause of the gaps in your graphs.  

You can check the quality of the WiFi connection by doing the following: Place your phone where your dongle is to see the quality of the signal.  Then go back to the WiFi analysis application of your choice and start your scan. When you see the list of wi-fi’s, identify yours and write down all the information. An RSSI closer to 0 is good, the closer it gets to -90, the worse it is and a reason to lose the WiFi. 

Make sure you are using the email address you entered when you first set up Smarty+. 

Always use a private email address and avoid using a work email address.