Symbio Energy feedback

1jim

HI guys
hope you might be able to help- we had a SMETS2 meter fited about 2months ago via Symbio. Since then Symbio have been using estimated meter readings but recording these as 00000 on the bill. They dont appear to be using smart meter readings (or if they do they arnt in my meter reading section of customer portal)- I emailed and asked when they would start to use smartmeter readings 6 weeks ago and no reply, have also called but dont seem to be able to get through.

I tried to submit a meter reading manually but wont allow me to do that- intially returned an error that i needed to put in a  night time eading (we arent on a split tarif) and then it said reading couldnt be lower than last reading......

any thoughts? anyone else got experience of them changing to smartmeter readings?

Swipe

we had a SMETS2 meter fitted about 2months ago via Symbio

I had a feeling smart meters + Symbio would be a recipe for disaster

1jim

Swipe said:

we had a SMETS2 meter fitted about 2months ago via Symbio

I had a feeling smart meters + Symbio would be a recipe for disaster

i would have hoped that it would have made bills more accurate, doesnt seem to be anyway of getting assistance- no reply to phones, no reply to emails, facebook page is just for ads and doesnt accept messaging...... I want to leave in october when the current fixed term ends but suspect they will put a block on it until this is resolved..............

Swipe

1jim said:

Swipe said:

we had a SMETS2 meter fitted about 2months ago via Symbio

I had a feeling smart meters + Symbio would be a recipe for disaster

i would have hoped that it would have made bills more accurate, doesnt seem to be anyway of getting assistance- no reply to phones, no reply to emails, facebook page is just for ads and doesnt accept messaging...... I want to leave in october when the current fixed term ends but suspect they will put a block on it until this is resolved..............

I had terrible problems getting through on the phone, it would just hang up on me but I think I got through on option 4. You also may get better luck emailing qualityassurance@symbioenergy.co.uk rather than their customer services email

tghe-retford

1jim said:

HI guys
hope you might be able to help- we had a SMETS2 meter fited about 2months ago via Symbio. Since then Symbio have been using estimated meter readings but recording these as 00000 on the bill. They dont appear to be using smart meter readings (or if they do they arnt in my meter reading section of customer portal)- I emailed and asked when they would start to use smartmeter readings 6 weeks ago and no reply, have also called but dont seem to be able to get through.

I tried to submit a meter reading manually but wont allow me to do that- intially returned an error that i needed to put in a  night time eading (we arent on a split tarif) and then it said reading couldnt be lower than last reading......

any thoughts? anyone else got experience of them changing to smartmeter readings?

Yes. The good thing is that you are able to retrieve your readings from the smart meter. The potential worry is that we may have to hope (though obviously I don't wish for anyone to lose their job) that we get a Supplier of Last Resort before our fixes end so the administrators can do the challenging job of working out how much we have used and how much we owe or are owed. I was with Tonik when they collapsed and their billing system was a mess. I was trying to contact Tonik regarding a billing issue just before they collapsed and I had the same experience as you did with Symbio - a wall of silence. Reading the MSE email tonight and the doomsday wording of it, I would not be surprised if a lot of energy firms go out of business this winter, potentially Symbio included and we're left with not a lot of choice come the spring.

Could be worse though, my gas smart meter (that I mentioned in my last post) was replaced with a dumb one with physical number wheels. Even the gas supplier wants nothing to do with the SMETS2 electric meter, and they were able to previously take readings from the gas smart meter!

1jim

Swipe said:

1jim said:

Swipe said:

we had a SMETS2 meter fitted about 2months ago via Symbio

I had a feeling smart meters + Symbio would be a recipe for disaster

i would have hoped that it would have made bills more accurate, doesnt seem to be anyway of getting assistance- no reply to phones, no reply to emails, facebook page is just for ads and doesnt accept messaging...... I want to leave in october when the current fixed term ends but suspect they will put a block on it until this is resolved..............

I had terrible problems getting through on the phone, it would just hang up on me but I think I got through on option 4. You also may get better luck emailing qualityassurance@symbioenergy.co.uk rather than their customer services email

thanks- have just sent an email to that address and copied in customer services asking to be logged as formal complaint and giving 6weeks and then will be an ombudsman complaint
wish I had stuck with dumb meter to be honest

1jim

tghe-retford said:

1jim said:

HI guys
hope you might be able to help- we had a SMETS2 meter fited about 2months ago via Symbio. Since then Symbio have been using estimated meter readings but recording these as 00000 on the bill. They dont appear to be using smart meter readings (or if they do they arnt in my meter reading section of customer portal)- I emailed and asked when they would start to use smartmeter readings 6 weeks ago and no reply, have also called but dont seem to be able to get through.

I tried to submit a meter reading manually but wont allow me to do that- intially returned an error that i needed to put in a  night time eading (we arent on a split tarif) and then it said reading couldnt be lower than last reading......

any thoughts? anyone else got experience of them changing to smartmeter readings?

Yes. The good thing is that you are able to retrieve your readings from the smart meter. The potential worry is that we may have to hope (though obviously I don't wish for anyone to lose their job) that we get a Supplier of Last Resort before our fixes end so the administrators can do the challenging job of working out how much we have used and how much we owe or are owed. I was with Tonik when they collapsed and their billing system was a mess. I was trying to contact Tonik regarding a billing issue just before they collapsed and I had the same experience as you did with Symbio - a wall of silence. Reading the MSE email tonight and the doomsday wording of it, I would not be surprised if a lot of energy firms go out of business this winter, potentially Symbio included and we're left with not a lot of choice come the spring.

Could be worse though, my gas smart meter (that I mentioned in my last post) was replaced with a dumb one with physical number wheels. Even the gas supplier wants nothing to do with the SMETS2 electric meter, and they were able to previously take readings from the gas smart meter!

I suspect you might be right
following this I want to move away from symbio but suspect they will block all moves into this is resolved- no win situation, so at least if they do go belly up there will have to be a resolution

Mister_G

1jim said:

HI guys
hope you might be able to help- we had a SMETS2 meter fited about 2months ago via Symbio. Since then Symbio have been using estimated meter readings but recording these as 00000 on the bill. They dont appear to be using smart meter readings (or if they do they arnt in my meter reading section of customer portal)- I emailed and asked when they would start to use smartmeter readings 6 weeks ago and no reply, have also called but dont seem to be able to get through.

I tried to submit a meter reading manually but wont allow me to do that- intially returned an error that i needed to put in a  night time eading (we arent on a split tarif) and then it said reading couldnt be lower than last reading......

any thoughts? anyone else got experience of them changing to smartmeter readings?

Yes, I'm in the same situation.  SMETS2 meter fitted 30th June but still says "Not Commissioned".  I've tried emailing Symbio, but no response.  Like you, I'm unable to enter new readings due to them being lower than old meter.

I've now had two estimated bills that are more than double the amount actually used.  It is Symbio, so I'm not too surprised at that.  I've been with them sometime now, so am used to their "unique" billing.  I'm on a fix until Feb 22 at 12.6p, so not too worried at the moment.

Swipe

I believe today is the final demand for the £450K which is a month late. Maybe them going under this week is the only way to get my final bill credit back.

Mister_G

Swipe said:

I believe today is the final demand for the £450K which is a month late. Maybe them going under this week is the only way to get my final bill credit back.

Perhaps the £100 that I've just lent them will help!