Scottish Power lying about existing smart meters

Peggy0628

A few years ago I moved into a property that had a prepayment meter for both gas and electricity in. I contacted British Gas who agreed to change them for normal meters. Few weeks later they called and offered smart meters instead. I agreed to this, they changed both meters and everything was fine. Until I decided to change to a cheaper supplier (Scottish Power). I contacted SP to ask about my meters and they assured me that my existing smart meters will work after the switch. And then a couple of months later I received an estimated bill, I contacted SP, they said my smart meters weren't showing on their computer system and promised to send an engineer out, because apparently they needed to check the serial numbers to make the meters work on their system. Engineer never turned up. I call them again, they promised another visit. Never happened, called them again. They promised another visit... Basically, over the past year I've been promised an engineer on 5 different occasions, so far still no sign of one. I got fed up and found a cheaper supplier (my fix came to an end), few days after starting the switching process I got an email from SP saying they're installing smart meters in my area and asking if I'm interested in having them? I mean, seriously??? I've bee trying to get my existing smart meters to be made 'smart' again and just as I'm leaving, they're offering me new meters (apparently my existing smart meter are not compatible with their system)? And why didn't they tell me before I switched to them that my smart meters won't work instead of promising to get them sorted and then never delivering. It's frustrating that energy companies are allowed to lie to customers even if asked about something specifically. They knew the smart meters won't work yet they never said that beforehand. If I knew it before switching, I would never proceeded with the switch...

dogshome

Were these failed engineer visits based on pre-agreed dates?

If so you are due for a compensatory payment for each one, (£30), so £150 in total

Raise a formal complaint with SP, either by Email, or best in writing, heading it Complaint - just like that BIG & Bold

footyguy

Peggy0628 wrote: »

A few years ago I moved into a property that had a prepayment meter for both gas and electricity in. I contacted British Gas who agreed to change them for normal meters. Few weeks later they called and offered smart meters instead. I agreed to this, they changed both meters and everything was fine. Until I decided to change to a cheaper supplier (Scottish Power). I contacted SP to ask about my meters and they assured me that my existing smart meters will work after the switch. And then a couple of months later I received an estimated bill, I contacted SP, they said my smart meters weren't showing on their computer system and promised to send an engineer out, because apparently they needed to check the serial numbers to make the meters work on their system. Engineer never turned up. I call them again, they promised another visit. Never happened, called them again. They promised another visit... Basically, over the past year I've been promised an engineer on 5 different occasions, so far still no sign of one. I got fed up and found a cheaper supplier (my fix came to an end), few days after starting the switching process I got an email from SP saying they're installing smart meters in my area and asking if I'm interested in having them? I mean, seriously??? I've bee trying to get my existing smart meters to be made 'smart' again and just as I'm leaving, they're offering me new meters (apparently my existing smart meter are not compatible with their system)? And why didn't they tell me before I switched to them that my smart meters won't work instead of promising to get them sorted and then never delivering. It's frustrating that energy companies are allowed to lie to customers even if asked about something specifically. They knew the smart meters won't work yet they never said that beforehand. If I knew it before switching, I would never proceeded with the switch...

Where was the lie???

The meters do still work as promised by the supplier

However, when you opted for the smart meters, you should have been aware thay will fail to work in smart mode (and that may include failure of the IHD) if you then switch supplier - they work as dumb meters.

Are you really suggesting you would have abandoned the opportunity of saving money, simply to avoid a 5 min exercise every month (you could even do it every 3 months if every month was too much like hard work)

..your smart meters will work like normal meters until the supplier can support them..

https://www.britishgas.co.uk/aem6/content/dam/britishgas/downloads/smart-meters/smart-metering-customer-guide.pdf

Good luck!

Peggy0628

The lie was, that when I first contacted Scottish Power I specifically asked them if my existing Smart meter will continue to work as 'smart' (ie I will not need to provide meter readings, they will get them automatically from the meter). The lady on the phone confirmed that the meter will continue to be 'smart', all that will be needed is a visit from their engineer to get the serial numbers to get the meters on their system. Based on this information, I started the switching process. It was only after the change, and several promises of having an engineer out (they never provided an actual date for the visit, just 'we'll be in touch to arrange that later'), that it turned out, they were lying from the very start.
Surely, if someone asks a specific question, and they lie about it, it's not right?
I was not going to abandon a chance to save money because I found 2 suppliers with the same price. I decided to go with Scottish Power, because they promised that my smart meters will stay 'smart' (I never contacted the other company as I was happy to switch to SP based on the info they gave me). I did make a complaint through the official channels as listed on SP's website in January, so far I've heard nothing back (apart from the acknowledgement email). When it comes to costumer service, SP is absolute worst I've experienced so far.
As it is now, I have found another supplier who is cheaper than SP so after all this frustration and lies, I'm leaving...

Shavuot

Peggy0628 wrote: »

The lie was, that when I first contacted Scottish Power I specifically asked them if my existing Smart meter will continue to work as 'smart' (ie I will not need to provide meter readings, they will get them automatically from the meter). The lady on the phone confirmed that the meter will continue to be 'smart', all that will be needed is a visit from their engineer to get the serial numbers to get the meters on their system. Based on this information, I started the switching process. It was only after the change, and several promises of having an engineer out (they never provided an actual date for the visit, just 'we'll be in touch to arrange that later'), that it turned out, they were lying from the very start.
Surely, if someone asks a specific question, and they lie about it, it's not right?
I was not going to abandon a chance to save money because I found 2 suppliers with the same price. I decided to go with Scottish Power, because they promised that my smart meters will stay 'smart' (I never contacted the other company as I was happy to switch to SP based on the info they gave me). I did make a complaint through the official channels as listed on SP's website in January, so far I've heard nothing back (apart from the acknowledgement email). When it comes to costumer service, SP is absolute worst I've experienced so far.
As it is now, I have found another supplier who is cheaper than SP so after all this frustration and lies, I'm leaving...

Don't just switch away.

Raise a complaint using the evidence you have, with a the requested resolution that you wish to switch supplier without penalty, and a small goodwill gesture for their failings. It's gotta be worth a score, ain't it?

Good luck finding any supplier where the meter will work as a smat meter now - I don't even think if you switch back to BG it will work again in smart mode.

SpotlandRules

Can you prove they said they would work (when every man and his dog knew they would not) ?

spiro

dogshome wrote: »

Were these failed engineer visits based on pre-agreed dates?

If so you are due for a compensatory payment for each one, (£30), so £150 in total

Raise a formal complaint with SP, either by Email, or best in writing, heading it Complaint - just like that BIG & Bold

If they didn't pay the £30 within 10 working days of the missed appointment they have to pay an additional £30 so total could be £300.