HELP! Cannot contact Coop Energy for emergency

dush_yant

OK so my meter was replaced yesterday by Lowri Beck who deals with meter issues for my region for all utility companies. The Lowri Beck tech said he was on-call all weekend. So because Coop Energy was not available out of hours, my issue was not logged with LB until Monday morning. Other utilities companies who had an out of hours service were logging jobs with him during the weekend to fix straight away.
I think this is something that should be highlighted when people are encouraged to switch to a cheaper supplier - all utilities suppliers don't offer the same service so you may be paying less but you are also getting less for your money and cheaper doesn't necessarily mean better value for money if the service is not like for like.

System

dush_yant wrote: »

OK so my meter was replaced yesterday by Lowri Beck who deals with meter issues for my region for all utility companies. The Lowri Beck tech said he was on-call all weekend. So because Coop Energy was not available out of hours, my issue was not logged with LB until Monday morning. Other utilities companies who had an out of hours service were logging jobs with him during the weekend to fix straight away.
I think this is something that should be highlighted when people are encouraged to switch to a cheaper supplier - all utilities suppliers don't offer the same service so you may be paying less but you are also getting less for your money and cheaper doesn't necessarily mean better value for money if the service is not like for like.

I am not sure that supplier CS is needed on 24 hour a day basis. The answer is simple. Suppliers should give customers details on statements etc of who to contact for a replacement meter etc with the caveat that all false call outs will incur a charge.

Norman_Castle

I had to call the fire services to make it safe and the power distribution network on 105 who then just disconnected the power cable coming from underground and said it is not their responsibility to replace the meter

It would make sense for the power distribution network to be able to offer contact details if a replacement meter is needed.

Smodlet

dush_yant wrote: »

The consumer department of SSE does have a 24/7 emergency service for meter faults.
They also look after the power distribution in my region under the name SSEN.

Then it seems you are better off than nPower's customers, dush_yant. Thank you for this information; I will pursue it with my supplier. Very glad you now have your power restored. I think you have raised an interesting point which may be of benefit to others. Thanks again.

dush_yant

I logged a complaint with Coop Energy and this has been resolved now - Coop Energy have implemented an out of hours service where customers can get in touch with them for emergencies after their call centre closes. Just call the usual customer service number, option 2 and wait for instructions to be redirected to an emergency contact.
Hopefully this means no-one else will have to go through what I had to.

House_Martin

I m interested in why the meter "exploded " as you say .What did the Lowri Beck worker say why it had virtually melted with smoke coming out of it.?
Was it a smart meter ?

dush_yant

House_Martin wrote: »

I m interested in why the meter "exploded " as you say .What did the Lowri Beck worker say why it had virtually melted with smoke coming out of it.?
Was it a smart meter ?

Not a smartmeter, just a normal meter with a digital display though.
The terminal connections went loose causing the resistance to increase which heated up the meter until it melted and exploded. Probably the tech who originally installed it five years ago didn't tighten the screws enough or the plastic construction had too much tolerance, the tech who came to repair said it's not an uncommon fault - he showed me dozens of pictures on his phone of similar incidents he was called out to!

House_Martin

Thanks dush yant. Smart meters have been getting plenty of stick both on here and in the national press when the occasional one overheats due to loose terminals.
I knew it is a problem which affects all electric meters when the installer did nt tighten them to the max but nice to have it confirmed by you and it was nt just poor training by smart meter installers

dush_yant

A bit OT - I received an email from IKEA yesterday for switching to 100% renewable electricity which is delivered in partnership with Octopus Energy - a "2018 Recommended Provider" by Which?.
Was potentially interested in switching but having contacted Octopus Energy to ask about their out of hours services and the reply I got is that they too do not have an emergency number to call and the recommendation is to email them with "EMERGENCY" in the subject line and hopefully one of their staff will spot it but they are only open until 10PM on weekdays so looks like customers may be left high and dry outside of this timeframe. Now that Coop Energy have implemented an out of hours facility I will be sticking with them unless there is a cheaper (and ideally ethical too) supplier which can also provide OOH emergency callouts.
OE did say that once they expand they may consider providing a 24/7 emergency service.

jk0

I am surprised to hear this story.

I did not think that the meter itself was transferred to the energy supplier. My meter still says 'Property of Scottish & Southern Energy' on it, though they have not been my supplier since 2005.