Transposed Day/Night Meter Readings.

Stageshoot

Banging Head on Wall Here.

Had a Smart Meter fitted by our supplier Robin Hood Energy on the 1st March.

We are on Eco7, as we have 2 Electric Cars and charge them overnight we use way more electric at night than during the day.

Meter was fitted fine (Liberty SmartMeter), and the Screen display unit they supplied works fine showing the units we use at day and at night correctly.

BUT on checking our online account with RobinHood they are recording the Day units used as night units and the night unites used as day units!.

EG: Since 1st March when installed we have used 430 Night KW/h and 199 Day KW/h

To add insult to injury we got notified last week our Electric will raise by over 60%.

Day Rate 11p KW/h going up to 19.5 KW/h and Night Rate 6.5p KW/h going up to 9p KW/h

So of course have immediately started a switch. But of course meter readings for new supplier will not match.

RH Energy are in chaos at the moment every call is an hour or more on hold as the entire customer base seems to be jumping ship. Have spoken to customer services who fobbed it off as meters are never wrong, written email official complaint (No Response), posted on their social media (They seem to have abandoned replying since the price increases chaos kicked in)

So anywhere else I can go to push this. Dont want it screwing up my switch but dont want to be untangling this for months/years going forward.

System

Can I be blunt? Personally, I wouldn't have initiated a switch until this matter had been resolved with the supplier that installed the new meter. It won't be solved by you giving the correct readings on switch as both the old supplier - and the Data Collectors who verify meter readings on switch - will just assume that YOU have transposed the readings.

dogshome

In the stange world occupied by Energy Suppliers, an Emailed complaint doesn't carry the same weight as one deilvered by Royal Mail.

WRITE Robin H a letter headed Complaint Just like that, BIG & BOLD
Setting out the problemas concisely as you can and by the rules RH should acknowledge the Complaint and give you a Reference No., but even if they don't you can go directly to the Ombudsman 56 days after sending the letter.

I do however concur with Hengus's comment regarding intitiating a Switch at this time - It won't help and will just muddy the waters

Stageshoot

Hanks, unfortunately the switch was initiated before the problem came to light. Otherwise I would have waited

trickytree1963

While you are trying to sort it out are you taking daily readings at the same time each day? Worth doing so you can "prove" the reads have been transposed by your supplier.

As someone else suggested a written and posted Complaint letter will be a good idea too.

System

The smart meter is more likely to be correct rather than your idea of day and night.many of the old timer switches are not recording the correct cheap rate period.The smart meter will be correct. it knows the correct time and the correct switchover 7 hours

Stageshoot

Yes . I already said the smart meter is recording correctly

It's the energy supplier who has the data transposed the day figures from the meter show up on the energy suppliers billing system as the nigh units and vicaversa.

So the huge amount of night energy I am using is being billed at the day rate by the supplier.

fewkeste

I don't want to depress you but I'll tell you about my TPR error with RHE. In January 2016 my meter needed to be changed due to a drifting clock. After a while I had problems submitting meter readings online and after speaking with a RHE CS person I was told there was a TPR error on my account. The system wouldn't accept readings and wouldn't issue statements/bills. Either the contractors that changed the meter or RHE staff transposed the readings. It took nearly a year to sort the problem out. They carried on taking the DD but didn't issue any bills. When they eventually sorted the problem all my backdated bills were issued in one batch. So - be prepared for a long wait. The advice about a letter of complaint seems good advice I think.

Since the announced price rise (40% for me - elec. only) I have initiated a switch to Powershop. Good luck but expect a long wait.