gas engineer did not turn up

utility_csa

chanz4 wrote: »

Also they are sending false tamper alerts at the moment also, software can be tampered too. I do think they are a long way off though, sap that most suppliers have at the moment isnt fully working with them either

I know exactly how you mean, for example one of the meters we install the meter will show a tamper alert of "terminal lid alert" on install. unless you reset this alert its always going to show.

Software tampering isnt really an issue, i mean *most* the smart meters from other mops we come across have 3 sets of passwords. Level 1 - Read only, Level 2 - Read only, access to time reset within 15 mins ( Aka DC level ), Level 3 - Mop - Fully access to read / write. Almost all the mops keep their passwords extremely safe and their changed monthly. I will admit i have found out the Level 3 Master passwords for 4 other mops meters though.. :rotfl:

Also, for some stupid stupid reason some mops have set their optical port on the meters to have no password. Oh if only i have them install their meter in my house..

sithmaster

Hi all, just phoned edf about the problem, they said they will investigate the problem, even though I complained 7 days ago and said it will take 2 -3 weeks to complete then i will be paid any compensation if its a company error. Is this acceptable?

Terrylw1

No, its not acceptable per the Guaranteed Standards Of Service (GSOS) set by Ofgem.

It clearly states that if the supplier or their agents caused it, you get £22 and if they don't pay that within 10 working days, they have to pay a further £22 for being poor!

All GSOS failures have to be recorded and reported to Ofgem per their requirements. So, they should be stopping the extra payments to prevent themselves looking worse. Its always good not to pay out money you don't have to as well!

In terms of investigating your issue, they do this:

1 - check internal systems for data flows they sent, received from the agent and notes set on your account about the issue. So, about 10 mins for a slow worker.

2 - call their agent if the above step doesn't tell them why its gone wrong. Again, 10 mins conversation max.

Then they add any payments to your account, which may mean passing it to another team but if its with the complaints dept already, they should have access to do these things or at least a good SLA with the other team. Shoving payments on an account though shouldn't take more than 5 mins.

So, do you think weeks and weeks is acceptable?

If you have sent something to a supplier, that's probably their standard response.

The only issue that requires more discussion is compensation beyond what Ofgem has set, but this is a haggle with the complaints team.

sithmaster

hi all again, im still waiting for the compensation on edf tommorow will be 20 days :eek: evan though phoning them again, they just say they need to complete there investigation. Can i charge them £20 for every 10 days or not?

ollski

utility_csa wrote: »

BG alot of it is now by their own enginers in BGSM.

Still seem to use PH Jones and G4S though.

Believe that PH Jones lost the contract though..

but PH Jones is centrica's.

chanz4

sithmaster wrote: »

hi all again, im still waiting for the compensation on edf tommorow will be 20 days :eek: evan though phoning them again, they just say they need to complete there investigation. Can i charge them £20 for every 10 days or not?

No you cant

chanz4

utility_csa wrote: »

I know exactly how you mean, for example one of the meters we install the meter will show a tamper alert of "terminal lid alert" on install. unless you reset this alert its always going to show.

Software tampering isnt really an issue, i mean *most* the smart meters from other mops we come across have 3 sets of passwords. Level 1 - Read only, Level 2 - Read only, access to time reset within 15 mins ( Aka DC level ), Level 3 - Mop - Fully access to read / write. Almost all the mops keep their passwords extremely safe and their changed monthly. I will admit i have found out the Level 3 Master passwords for 4 other mops meters though.. :rotfl:

Also, for some stupid stupid reason some mops have set their optical port on the meters to have no password. Oh if only i have them install their meter in my house..

Do some work in Yorkshire / liverpool they dont need passwords

sithmaster

Finally got a cheque today for £40 only took them neally a month

Terrylw1

sithmaster wrote: »

Finally got a cheque today for £40 only took them neally a month

Suggest you query this because it used to be £20 + a further £20 if not refunded within 10 working days.

It increased to £22 for each about 2 years ago.

If EDF only needed to give £22 but gave you extra, fine. However, if they failed both SLC's (see post #24 & 26 in the link below), they should give you £44 and they have failed 2 SLC's!

https://forums.moneysavingexpert.com/discussion/3976697