Add your feedback on energy supplier So Energy

Streaky_Bacon

The latest update (two months ago) on their website is:

Unfortunately, we're not yet installing Smart meters for our customers. The infrastructure for Smart meters is currently being implemented and believe our customers will be better served if we are to wait until it has been fully completed.

https://help.so.energy/support/solutions/articles/7000023270-can-i-get-a-smart-meter-

So_Energy

liviboy wrote: »

Is there any timescale on smart metering at So Energy?

Just about to switch to you and, whilst I don’t mind reading my meters, it would make life easier if you supported smart meters (SMETS2 fwiw).

Hi Liviboy,

Smart Meters are equally frustrating for us as it is for our customers. We have got a team of people working on this to ensure our rollout is successful with as few problems as possible. At present we are not able to give you confirmed date, we are genuinely hoping it will be early 2020.

I'm not sure if you have seen the recent press coverage stating the that deadline has been extended by 4 years to 2024. I think this gives an indication of the technical difficulties being experienced with the infrastructure by many other companies. We are trying to avoid experiencing those issues which other suppliers have had.

We will for sure be communicating with all customers once we are confident we are ready to proceed with the rollout.

Thanks
Nilesh

BUFF

Just coming back to this in case anybody is interested.

My switch went OK.
Referral bonus added to account OK
2 monthly meter reads entered with no problems & bills generated so far apparently OK
Have had no need to contact CS.

So far So good ... (I'll get my coat )

So_Energy

BUFF wrote: »

Just coming back to this in case anybody is interested.

My switch went OK.
Referral bonus added to account OK
2 monthly meter reads entered with no problems & bills generated so far apparently OK
Have had no need to contact CS.

So far So good ... (I'll get my coat )

Hello Buff,

Exactly what we want to see, clean slick transactions - pleased to hear all has gone as expected :T

Thanks
Nilesh

paulcass67

Beware when switching away from So Energy!!!

My final bill contained an estimated gas reading (in So's favour) - despite being given the correct actual reading twice by my new supplier.

So Energy have refused to use the actual reading as the difference with their estimate isn't big enough.

I agree it's a small amount for me (I'm paying for about a fivers worth of gas twice, kind of defeating the object of switching to a cheaper supplier) BUT the reason I'm posting is that I suspect most people don't check the readings used on their bills and So have told me they won't dispute any readings less than 125m3... which means in theory they could charge you for about £40 worth of gas when you exit that you'll also pay your new supplier for!!!

I assume this 125m3 rule is an industry regulation so top marks to whoever is responsible.

Streaky_Bacon

You won't be charged twice for the same energy. Your readings have gone through the "validation process" that is used when you switch suppliers, and which is carried out by a third party, see here:

https://help.so.energy/support/solutions/articles/7000046241-opening-reading-validation-process
https://forums.moneysavingexpert.com/discussion/5659314/validated-meter-reading-discrepancy

You will find that your new supplier uses the same validated readings for their opening bill, so you won't get charged twice, you'll just get charged for those extra gas units on the old So Energy tariff, rather than the new supplier's tariff.

It is likely that the difference will be very small.

The readings can be disputed if they are out by more than 250kWh for electric or 1200kWh for gas, which as you correctly say is about 125m3.

paulcass67

New supplier has today confirmed they'll adopt the same reading as the losing supplier - so you're right, I won't be overcharged. I've no idea why neither supplier explained this when I was raising an issue with them about being charged twice!

So_Energy

paulcass67 wrote: »

New supplier has today confirmed they'll adopt the same reading as the losing supplier - so you're right, I won't be overcharged. I've no idea why neither supplier explained this when I was raising an issue with them about being charged twice!

Hello Paulcass67,

Streaky Bacon is correct and all suppliers do this so that you don't pay for energy twice.

We appreciate your feedback and I will raise this with the team so that can better explain the process in future.

Thanks

Jas

Biscuit_Tin

paulcass67 wrote: »

Beware when switching away from So Energy!!!

My final bill contained an estimated gas reading (in So's favour) - despite being given the correct actual reading twice by my new supplier.

So Energy have refused to use the actual reading as the difference with their estimate isn't big enough.

I agree it's a small amount for me (I'm paying for about a fivers worth of gas twice, kind of defeating the object of switching to a cheaper supplier) BUT the reason I'm posting is that I suspect most people don't check the readings used on their bills and So have told me they won't dispute any readings less than 125m3... which means in theory they could charge you for about £40 worth of gas when you exit that you'll also pay your new supplier for!!!

I assume this 125m3 rule is an industry regulation so top marks to whoever is responsible.

paulcass67 wrote: »

New supplier has today confirmed they'll adopt the same reading as the losing supplier - so you're right, I won't be overcharged. I've no idea why neither supplier explained this when I was raising an issue with them about being charged twice!

Thought I was suffering a case of d!jà vu :cool:

I addressed this matter yesterday in your thread on essentially the same thing you started before posting in this thread.

https://forums.moneysavingexpert.com/discussion/6075008/beware-when-switching-away-from-so-energy

Pollie1

I moved from So Energy to another supplier over 6 weeks ago and it has taken quite a fight to get my credit balance back off them. I have only managed it today and had to be rather annoyed and upset to get them to take action. They did send me an email some weeks ago to say I would get the money today, but as it was not in my pending balances I phoned to confirm it really was in fact going to be credited. Kind of wish I hadn't bothered as they obviously don't really know what they mean when they say 'it will be credited by 5pm on 20 Dec' !!!

I got several different responses, one to say it would be in my account by close of business today, then that it could be, or it should be and even that it would take another 3 working days (meaning after Christmas). So which is it ??? They were not clear at all and so I demanded that as my email said it would be in my account today, that's what they should do. After all it is my money and I want to go Christmas Shopping, it was over £240, so not too small a sum.

I asked to speak to a manager, they said I couldn't and actually cut me off. I phoned back and eventually I did speak to someone who said they would ensure the payment went through today, as I had been sent an email that said it would be, and they will phone me back at 5pm (45 mins time) so that I can confirm I've had the money. I have checked my account and it has now arrived, so I got there in the end.

My supply up till now have been stress free, even moving to them in the first place last year, it's just when it came to leaving that the problems occurred. I also have an estimated reading like someone else has said, when it shouldn't have been an estimated reading, but I didn't have the 'energy' to battle that one and as it's the one used by my new supplier anyhow, so I figured it wouldn't make too much difference. My new supplier also had lots of issues getting So Energy to transfer my supply over, but there's another story.

I suspect the money would have been sent to my bank today and wouldn't have cleared for the 3 working days, if I hadn't have checked and rang to query.