Scottish Power Prepayment Meters Being Installed Tomorrow But No Cards/Keys

saintscouple

Hi,

We're having gas and electric prepayment meters installed tomorrow between 8am-1pm, but as yet haven't recieved any cards or keys.

I emailed Scottish Power a week ago to inform them of this and also that we don't know how to use them when they do arrive - but we've haven't received any response.

So I called them on Friday, only to be told they will arrive either the Saturday or tomorrow. I asked if they could verify that they've been sent, but was told they are unable to do this.

I am disabled and my wife is my carer and we are getting so stressed and worried that Scottish Power will change the meters over without giving us the means to top-up the meters, hence leaving us with no electric or gas.

The reason the meters are being changed is due to us owing them money, and was arranged by email back on 1st December.

Thus basically i'm asking if the cards or keys don't arrive tommorrow what can be done? Do they put credit on the meters when they install them, and if so how much? Can we postpone the installation until we are supplied with the means to top them up? Will the installer supply us with the cards when he installs the meters?

We really are quite worried, and so dissapointed about the lack of information Scottish Power have given us on this.

chanz4

Dont worry if they dont arrive, emergency credit will be put on about £20 gas, £40 electric, electric keys dont normaly get generated until the supplier has the new serial number that has been installed. Once they have been tommorow call them with the serial number and ask for an rti, this will enable you to collect a key locally

saintscouple

Thank you both so much.

One other question we have since thought of, the existing electric meter is inside the house, whilst the gas meter is outside.
When they change over the meters will it be in their existing positions, or could the gas one be moved indoors as well?

saintscouple

Thank You, thought not.

Scottish_Power

Hi saintscouple,

If you dont get the card/key today e-mail me with your details to [EMAIL="onlinecomplaints@scottishpower.com"]onlinecomplaints@scottishpower.com[/EMAIL] and I will ensure these get to you asap.

Kind regards

Graeme @ ScottishPower

spiro

I also believe that SP offer a home top up unit but it may have to be connected to a PC if its like the BG one. This may help you if you have issues getting to a outlet to top up.

saintscouple

scottishpower_company_representative wrote: »

Hi saintscouple,

If you dont get the card/key today e-mail me with your details to [EMAIL="onlinecomplaints@scottishpower.com"]onlinecomplaints@scottishpower.com[/EMAIL] and I will ensure these get to you asap.

Kind regards

Graeme @ ScottishPower

Thank you Graeme, though i've just come off the phone from a nice lady on your prepayment team, whom i've gone through everything throughly.
It was discovered during the call that although the email i received states the appointment is 8am-1pm today, and the bloke i spoke to on Friday also confirmed this, the engineers are booked for an afternoon appointment.
We're unable to make this due to a hospital appointment so we've agreed another date for installation, and they will send the gas card today so we have it in plenty of time. The electric key is apparantly only sent once the meter is installed and serial number known.
The lady i spoke to confirmed i won't be charged for the change in appointment as it was them that gave me the incorrect time, in fact she spoke about compensation to us for missed appointment but that went in one ear and out the other, so not sure what will happen there?
When the meters are installed it was confirmed that £10 emergency goes on the gas meter, and £10 credit on the electricity meter which seems very shy of what others have said above and the fact we have to wait for the key to be posted after installation of the meter.
Nether the less, I am very happy with the service i received from the lady i spoke to in the prepayment team, she took the time to answer all my questions thoroughly, and thankfully identified the incorrect appointment time, as when i called last Friday it was verified to me an am appointment as the email i received stated, though it was a pm appointment booked. Also the bloke i spoke to on Friday said he couldn't confirm if the card/key had been sent, when the lady today could. So probably a training issue there.
Fingers crossed everything will now go according to plan.

spiro wrote: »

I also believe that SP offer a home top up unit but it may have to be connected to a PC if its like the BG one. This may help you if you have issues getting to a outlet to top up.

Thank you for highlighting this, I've just looked online and it looks if it's just for electricity, though would still be of great benefit to us.
It looks though if you can only register for one once my account has been transferred to prepayment i.e the meters have been installed. I will certainly request one once this has been done.

Joyful

Make sure you are also on Scottish Powers priority register. This will mean that if there are any problems with your supply you should be looked after.

saintscouple

Joyful wrote: »

Make sure you are also on Scottish Powers priority register. This will mean that if there are any problems with your supply you should be looked after.

Thank you for bringing that to my attention, I will contact them once the meters are installed.

The gas card came today, so that was really quick.

JasX

Is there really no way you can raise the money to clear your account to avoid getting the pre-payment meters installed? electing to forgo any and all available discounted rates and being stuck paying through the nose for your electricity and gas on expensive 'standard' tariffs via pre-payment meters will cost you far more long term!

spiro

JasX wrote: »

Is there really no way you can raise the money to clear your account to avoid getting the pre-payment meters installed? electing to forgo any and all available discounted rates and being stuck paying through the nose for your electricity and gas on expensive 'standard' tariffs via pre-payment meters will cost you far more long term!

Just wait until we all have Smart meters (not the trail ones they are currently installing) as they will be able to do this remotely. As an example for Pay on Bill customers they could automatically trigger the meter to go into PAYG mode the day after you bill was due to be paid and you have not paid it. No more need to go to court, get warrants etc.