Neon Reef - any views?

alsa1

Inigo_Montoya said:

nobby1963 said:

Hi All,
A bit of advice and information if anyone can help me please ……
We became a NR customer yesterday and they took our first DD yesterday too.
I know the possible risks of them going bust are now getting greater, or at least it seems so.
My problems are that so far I haven’t received a single response to any of the 3 emails I have sent to them, I tried calling them but there’s a recording telling you to use email. I have sent emails to both help@ and compliants@ but no joy.
My SMET 2 smart meter doesn’t work - should I expect it to ?
More concerning though is my main unit Smart meter is reading zero !
How can I supply a meter reading if it says zero - it shouldn’t, we were with EDF before and it was working fine up to overnight Monday just gone.
Any help or advice greatly appreciated.
Cheers
Nobby.

Neon reef do not currently have the ability to read smart meters so you have to provide them manual meter reads

Did you take a final read when the smart meter was still working or does your EDF online account tell you the final read ?
- this final read is obviously important if you smart meter has reverted back to zero as you say 

Are you sure there are no other buttons you can press on the meter to get it to show the current non zero read ?

Are you sure they can’t read smart meters? When I switched it requested a meter read but then has since updated with an actual read from the day of transfer. It is a Smets2 meter.

Inigo_Montoya

alsa1 said:

Inigo_Montoya said:

nobby1963 said:

Hi All,
A bit of advice and information if anyone can help me please ……
We became a NR customer yesterday and they took our first DD yesterday too.
I know the possible risks of them going bust are now getting greater, or at least it seems so.
My problems are that so far I haven’t received a single response to any of the 3 emails I have sent to them, I tried calling them but there’s a recording telling you to use email. I have sent emails to both help@ and compliants@ but no joy.
My SMET 2 smart meter doesn’t work - should I expect it to ?
More concerning though is my main unit Smart meter is reading zero !
How can I supply a meter reading if it says zero - it shouldn’t, we were with EDF before and it was working fine up to overnight Monday just gone.
Any help or advice greatly appreciated.
Cheers
Nobby.

Neon reef do not currently have the ability to read smart meters so you have to provide them manual meter reads

Did you take a final read when the smart meter was still working or does your EDF online account tell you the final read ?
- this final read is obviously important if you smart meter has reverted back to zero as you say 

Are you sure there are no other buttons you can press on the meter to get it to show the current non zero read ?

Are you sure they can’t read smart meters? When I switched it requested a meter read but then has since updated with an actual read from the day of transfer. It is a Smets2 meter.

If thats the case then the situation must have changed & I'm now incorrect in what I said

when I joined earlier in the year Im fairly certain they couldnt read smart meters but clearly that is now not the case

thanks for the correction

it looks like the OPs issue may be related to this thread ?

https://forums.moneysavingexpert.com/discussion/6304343/do-smart-meters-get-reset#latest

CRISPIANNE3

I did send NR an email about 5 days ago and have just replied.  I asked why they wanted my first payment on the 11 October when the app said 25 October. What is  worth noting they buy the electricity a month in advance only.  

Good afternoon, 

 

Thank you for contacting us.

 

I can confirm that your switch to us has been effective from 11/10/2021.

 

Energy companies collect payments at different times. Some bill in arrears (i.e. at the end of the billing period) and some in advance (at the beginning of the billing period). Neon Reef collect payments in advance. Like most companies, we purchase an estimated volume of energy in advance for the month to ensure that our tariffs remain competitive for our customers. Therefore, we request that the Direct Debit payment is made at the start of your billing period with the initial payment being taken on the start date.

 

Please provide a meter reading as soon as possible. To ensure accurate statements, please submit your monthly readings on the 11th of the month.

 

If you have any questions, please do not hesitate to contact us.

 

Many thanks,

 

ReportQuoteThanks

MWT

CRISPIANNE3 said:

What is  worth noting they buy the electricity a month in advance only.  

I wouldn't put any strength on a CS rep commenting on the company's hedging strategy, but if it is accurate then they are already dead as you can't buy a month ahead and sell at their prices...

To be fair though, they don't say that they purchase a month in advance, they say that they "purchase in advance for the month", so that could have been a year in advance for October '21 for example.

CRISPIANNE3

MWT said:

CRISPIANNE3 said:

What is  worth noting they buy the electricity a month in advance only.  

I wouldn't put any strength on a CS rep commenting on the company's hedging strategy, but if it is accurate then they are already dead as you can't buy a month ahead and sell at their prices...

To be fair though, they don't say that they purchase a month in advance, they say that they "purchase in advance for the month", so that could have been a year in advance for October '21 for example.

Lets hope so then!

nobby1963

ozuma said:

nobby1963 said:

Hi All,
A bit of advice and information if anyone can help me please ……
We became a NR customer yesterday and they took our first DD yesterday too.
I know the possible risks of them going bust are now getting greater, or at least it seems so.
My problems are that so far I haven’t received a single response to any of the 3 emails I have sent to them, I tried calling them but there’s a recording telling you to use email. I have sent emails to both help@ and compliants@ but no joy.
My SMET 2 smart meter doesn’t work - should I expect it to ?
More concerning though is my main unit Smart meter is reading zero !
How can I supply a meter reading if it says zero - it shouldn’t, we were with EDF before and it was working fine up to overnight Monday just gone.
Any help or advice greatly appreciated.
Cheers
Nobby.

What telephone number did you call?

Hi,

This is the number I called - 0345 8622819 - it’s the only number I have and it’s the one they said to use in the emails that they have sent ( automated, not in response to my emails ! ).
Does anyone have a number that actually gets answered ?

Cheers 
Nobby.

ozuma

nobby1963 said:

ozuma said:

nobby1963 said:

Hi All,
A bit of advice and information if anyone can help me please ……
We became a NR customer yesterday and they took our first DD yesterday too.
I know the possible risks of them going bust are now getting greater, or at least it seems so.
My problems are that so far I haven’t received a single response to any of the 3 emails I have sent to them, I tried calling them but there’s a recording telling you to use email. I have sent emails to both help@ and compliants@ but no joy.
My SMET 2 smart meter doesn’t work - should I expect it to ?
More concerning though is my main unit Smart meter is reading zero !
How can I supply a meter reading if it says zero - it shouldn’t, we were with EDF before and it was working fine up to overnight Monday just gone.
Any help or advice greatly appreciated.
Cheers
Nobby.

What telephone number did you call?

Hi,

This is the number I called - 0345 8622819 - it’s the only number I have and it’s the one they said to use in the emails that they have sent ( automated, not in response to my emails ! ).
Does anyone have a number that actually gets answered ?

Cheers 
Nobby.

What was the subject matter of the automated emails Neon Reef sent you that were not in response to an emails you sent?

The only reference I can find to that number in this country is by somone posting it on Trustpilot months ago.

paulbounty3

Neon Reef haven't got a call centre everything done online. It's only a small company with a few staff. 

brewerdave

I sent an email to NR querying the DD review process nearly 3 weeks ago and no reply yet !

[Deleted User]

There is no news in todays daily OFGEM bulletin, which has just been issued, like there has been on previous bad news occasions.