Gas Smart meter not working, and supplier will not support (EDF)

PaulJM

Hello,

Wonder if anyone has any advice on this.
Had 2 new meters installed a few years ago whilst with BG.
They're the first generation, and frankly, about as much use as a chocolate teapot - because I changed suppliers they're completely dumb again.

The gas one is now not showing anything on the display, and beeps all the time. I've tried waking it up and nothing happens.
So I can't give a reading, and I can't change supplier (there's a lot cheaper now)

EDF, my current supplier, says they're not theirs, and therefore cannot repair it. The best they can do is to put through for a new meter, which could take months.

I've escalated it, but they will not change their approach.

Any ideas?

Gerry1

Sounds like one for the Ombudsman ! But what does the IHD show? It may just be a failure with the meter's display, so presumably it may be possible for a reading to be taken by a meter reader with a diagnostic device. However, you still need to be able to read the meter whenever you like so a long delay is unacceptable.

Can't see why you can't switch tariffs, although you might have to have an estimated reading, but that would still be the case if you stayed with EDF.

PaulJM

Gerry1 wrote: »

Sounds like one for the Ombudsman ! But what does the IHD show? It may just be a failure with the meter's display, so presumably it may be possible for a reading to be taken by a meter reader with a diagnostic device. However, you still need to be able to read the meter whenever you like so a long delay is unacceptable.

Can't see why you can't switch tariffs, although you might have to have an estimated reading, but that would still be the case if you stayed with EDF.

Good point. They haven't offered to come to see it to read it - I reckon it is simply a display issue
I'm reticent to change suppliers at the moment and end up trying to get yet another person dealing with it, but I guess I should plow on.

[Deleted User]

If it is a first generation gas meter, a Siemens E6 type, then a blank display could mean just a dead battery.Smart gas meters battery should last 10 years but I ve known them die much earlier.
.Although it is a simple job to put in a new battery into a smart credit meter ,( which costs £15 ) , they prefer to swap the meters.

PaulJM

Houbara wrote: »

If it is a first generation gas meter, a Siemens E6 type, then a blank display could mean just a dead battery.Smart gas meters battery should last 10 years but I ve known them die much earlier.
.Although it is a simple job to put in a new battery into a smart credit meter ,( which costs £15 ) , they prefer to swap the meters.

Could be the case, though the display lights up, but no digits.

It's crazy that this situation occurs, someone must've made a fortune out of these useless things!

Gerry1

Have an online Live Chat (or send an email with COMPLAINT as the subject) asking for a deadlock letter by return so that you can go to the Ombudsman straight away.

You could always over-egg the pudding a bit by saying that now that the weather is colder, it's extremely important for you to monitor your daily consumption because you're a responsible user who is worried about running up a large bill that you would be unable to pay... and that's why you chose to have a smart meter installed !

That's likely to jolt them into action; there will no doubt be an internal procedure where any complaint to Ombudsman triggers an internal review, and no-one will want to be seen as having been the cause.

PaulJM

Gerry1 wrote: »

Have an online Live Chat (or send an email with COMPLAINT as the subject) asking for a deadlock letter by return so that you can go to the Ombudsman straight away.

You could always over-egg the pudding a bit by saying that now that the weather is colder, it's extremely important for you to monitor your daily consumption because you're a responsible user who is worried about running up a large bill that you would be unable to pay... and that's why you chose to have a smart meter installed !

That's likely to jolt them into action; there will no doubt be an internal procedure where any complaint to Ombudsman triggers an internal review, and no-one will want to be seen as having been the cause.

Thanks, definitely a good idea to write a complaint and ask for a deadline.

Re usage - these first gen meters are so useless, you can't use the smart monitor outside of the initial supplier, so that unit has been an expensive lump of plastic for 3 years!

AndyPK

change to a cheaper EDF tarrif

PaulJM

AndyPK wrote: »

change to a cheaper EDF tarrif

I'm on the cheapest.
According to the reckoner on here, there's a couple of other suppliers that are £200 cheaper now, even though I only changed last year.

Bark01

wrong thread

PaulJM

EDF have logged my complaint.
Now they have 40 days before I can go to the ombudsmen.