Symbio Energy feedback

CRISPIANNE3

deleted

CRISPIANNE3

I just typed my details in their site. I believe but not certain it depends in what part of the country you live. I live in the South and that may be the reasons it is cheaper. 

DawnCrush

Talldave said:

DawnCrush said:

Talldave said:

I emailed Symbio to ask why they ignored my meter reading this month, despite issuing the bill 5 days after the reading was provided, when they normally use the reading in a bill generated 2 or 3 days after the reading is provided.  I got a cut & paste reply, the same as the emails you get when you submit a reading, that they send the readings to the regulator for validation.  I believe that to be a lie, since Ofgem don't dabble in monthly meter reads do they?

It's not Ofgem that validates meter readings, but an independant meter reading validation agency. If they've not been validated by the time the bill is produced, then an estimate may be used by the supplier.
As the supplier indicates, the reading should be validated (or maybe rejected) by the time the next bill monthly is produced.

Ignoring the issue of Symbio's lies, I cannot believe that it takes more than a smidgen of CPU load and a few microseconds to run the checking algorithm on a single input value and return either TRUE or FALSE as a result or, as I suspect, return a reading value either equal to the submitted value or adjusted according to the super secret (but often crap) industry algorithm. 
Why, therefore,  this task cannot be completed in 5 days when it's usually adequately handled in 2 or 3 is puzzling. 

Of course what I'm most annoyed about is that by ignoring my reading I was excluded from this month's free units giveaway game.

...

I'm not going to attempt to change what you may believe, but what I will say it is an entirely separate and independant entity that validates meter readings, and that process of sending meter readings off, getting them validated, and receiving acceptance (or rejection) does indeed take longer than nanoseconds.

Gerry1

Talldave said: Ignoring the issue of Symbio's lies, I cannot believe that it takes more than a smidgen of CPU load and a few microseconds to run the checking algorithm on a single input value and return either TRUE or FALSE as a result or, as I suspect, return a reading value either equal to the submitted value or adjusted according to the super secret (but often crap) industry algorithm.

It's not all that secret, although it's not widely published.

https://help.so.energy/support/solutions/articles/7000046241

But I'd be mightily miffed if I was effectively called a liar and couldn't challenge their replacement reading. The system should just flag up an 'Unexpected Reading In Bagging Area' sort of warning message; if the customer confirms their own reading is correct and they're not gaming the system, then it should trigger a visit from a meter reader.

DawnCrush

CRISPIANNE3 said:

I just typed my details in their site. I believe but not certain it depends in what part of the country you live. I live in the South and that may be the reasons it is cheaper. 

Sorry, I read your earlier post that you were in Newcastle. Perhaps you simply meant that Green Energy's contact address is in Newcastle. (not sure why you would include that info)

Yes, electricity prices do vary by supply region for all suppliers which is why all comparison sites (and indeed the Green Energy website) ask where you live, usually at least the postcode.

CRISPIANNE3

Just got off the phone from Symbio and surprised when you phone them you go through to an outsource dept in India and this is where there accounts are.  

CRISPIANNE3

DawnCrush said:

CRISPIANNE3 said:

I just typed my details in their site. I believe but not certain it depends in what part of the country you live. I live in the South and that may be the reasons it is cheaper. 

Sorry, I read your earlier post that you were in Newcastle. Perhaps you simply meant that Green Energy's contact address is in Newcastle. (not sure why you would include that info)

Yes, electricity prices do vary by supply region for all suppliers which is why all comparison sites (and indeed the Green Energy website) ask where you live, usually at least the postcode.

There is another utility company called Green a very long established one in Herts. I was trying to avoid confusion. 

Talldave

DawnCrush said:

I'm not going to attempt to change what you may believe, but what I will say it is an entirely separate and independant entity that validates meter readings, and that process of sending meter readings off, getting them validated, and receiving acceptance (or rejection) does indeed take longer than nanoseconds.

I'm not disputing the independence of the organisation. I'm querying the fact that it's a brain numbingly simply database lookup and mathematical comparison operation which should be virtually instantaneous and not take a number of days. Or are you trying to tell me that this organisation has an enormous filing cabinet with 26 million files in it and everything is on paper?!

Talldave

DawnCrush said:

I'm not going to attempt to change what you may believe, but what I will say it is an entirely separate and independant entity that validates meter readings, and that process of sending meter readings off, getting them validated, and receiving acceptance (or rejection) does indeed take longer than nanoseconds.

I'm not disputing the independence of the organisation. I'm querying the fact that it's a brain numbingly simply database lookup and mathematical comparison operation which should be virtually instantaneous and not take a number of days. Or are you trying to tell me that this organisation has an enormous filing cabinet with 26 million files in it and everything is on paper?!

tk47

Talldave said:

DawnCrush said:

I'm not going to attempt to change what you may believe, but what I will say it is an entirely separate and independant entity that validates meter readings, and that process of sending meter readings off, getting them validated, and receiving acceptance (or rejection) does indeed take longer than nanoseconds.

I'm not disputing the independence of the organisation. I'm querying the fact that it's a brain numbingly simply database lookup and mathematical comparison operation which should be virtually instantaneous and not take a number of days. Or are you trying to tell me that this organisation has an enormous filing cabinet with 26 million files in it and everything is on paper?!

It took Symbio at least 5 days to even submit my last meter reading for validation from the time of receipt. I know this becuase Symbio have kindly set up automatic notifications regarding both these actions.
(to be fair, it did include a weekend)

I'm sure every cistomer should be receiving the same 'automatic reply' messages.

Also, to address you original point, as stated in both messages:

"Please note, that the meter reads are submitted for validation under the UK energy code and this can take up to 7 days. Therefore, the meter read may not reflect in your next bill but will in the one immediately thereafter."

or

"In some cases, if the meter read is received less than 7 days before the monthly estimated bill is generated, the meter read may not be taken into account. However, the accurate read will reflect on your next bill thereafter.

Please rest assured that you are only charged for energy that you consume. Any over collection of money will be repaid or your monthly collection amount reduced to reflect the more accurate consumption."

Beats me why you are not also receiving this information if you are a genuine Symbio customer who is submitting meter reads.