Shocked by our outstanding bill

Robin9

When you read the meter watch out for the decimal point and always ignore numbers after the decimal point.

Emam198

Robin9 said:

When you read the meter watch out for the decimal point and always ignore numbers after the decimal point.

Ok, I'm back with some details
Screen shots of our readings from Jul 19 to Mar 20 (hope this is ok?) I can post the 3 monthly bills since if that's better.
Photos of the meters themselves. 
Readings I've taken just now (hope I've done this correctly, as not done before!)

Gas: 03859
Elec gives me 3 different figures, as follows:
!!!!!!. Imp. - 11393
Imp. R1 - 09771
Imp. R2 - 01622

bsms1147

My guess is that instead of R01 and R02 being entered (presumably a day and a night reading), impressions (which is the sum
of R01 and R02) and R01 are being entered; the R01 figures are therefore being counted twice and the readings are out by a few thousand units.

 Eg your readings today should be 09771 and 01622, yet in March they were 8721 and 10342 - you’ve been incorrectly billed for around 8000 units based on incorrect figures being given. Looks like the problem starts 29/30 July 2019.

It’s late and I might be wrong but that’s my take on it.

Gerry1

Seems to be a dumb Economy 7 Smart Meter billed at single rate, which is fair enough if you have GCH instead of storage heaters.  However, the R01 and R02 readings seem to be randomly transposed, which suggests that the reading procedure may not always have been consistent, and it tallies with the idea of double counting.

Aren't Smart Meters wonderful !  Even if/when they work properly, they're just too clever by half; it was soooo much easier when meters  looked like this !

You could read them by moonlight even if you were half blind, no confusion with microscopic decimal points, day and night readings being transposed, or the meter being able to display the current distance of the earth from the sun...

Petriix

The opening readings show two figures (which correspond to r1 and r2) implying that it was possibly previously on an economy 7 dual rate tariff. However, the readings that have be supplied since correspond to 'imp' which is the total of all units used and r1 which is definitely not the right combination of readings.

You probably should have been supplying the r1 and r2 readings as you have effectively told them that you've used around 7500kWh more electricity than you actually have.

You need to explain the mistake and get them to produce a new bill based on the correct readings. It might be challenging to get them to understand, but you're definitely not the first people to get confused with manually reading a smart meter and submit wrong readings.

MWT

So over the period from Jul 19 to Mar 20 you've actually used 3123kWh, but been billed for 10,794kWh, so when you get the bill sorted out it is going to drop by about £1,000.

Emam198

Oh. My. Gosh!
If it's something as simple as these readings being wrong, then I could absolutely cry with relief. 

Thank you all, you're blooming brilliant. Looks like we'll be straight on the phone to Avro tomorrow to sort this out. Fingers crossed, the big bill nightmare goes away! Wish I'd posted for help sooner, it's been a source of some stress. 

Gerry1

Tomorrow could be a double win if you also switch to a better gas tariff... Carpe Diem !

Robin9

Emam - these meters do provide some challenges don't they. I've the same model but don't have the confusing R01/R02 registers. Different energy suppliers must set them up like yours for a reason - perhaps once upon a time yours was on a E7 tariff. 
I do have some sympathy with your partner but it must have obvious when he got the first invoice and alarm bells should have rung. And then to keep this info to himself .....................

Emam198

Robin9 said:

Emam - these meters do provide some challenges don't they. I've the same model but don't have the confusing R01/R02 registers. Different energy suppliers must set them up like yours for a reason - perhaps once upon a time yours was on a E7 tariff. 
I do have some sympathy with your partner but it must have obvious when he got the first invoice and alarm bells should have rung. And then to keep this info to himself .....................

Definitely confusing at first. However after guidance here and lots of Googling, I fully get it now. Agree that it looks as though this would have been set up for Economy 7, for previous occupants. 

As for my OH, it seems he A) didn't understand how to read the statements correctly (e.g. Thought the debit balance was actually us in credit)  didn't submit the correct readings and C) just didn't keep close eye on the bills generally 
Some lessons learned here.. just very glad it looks like we're getting to the bottom of it now