SSE faulty meter in emergency credit

denise38

Moved into a property with pay as you go smart meter . Before I moved I asked to be put back to credit and was told to call on the day . I was aware a new meter was to be fitted but SSE cancelled new Meter which had problems reading Payg . Anyway moved  in and indeed the meter was faulty . They refused to put me on Credit I had to pass check and would call back . 4 weeks down line still waiting . I reported the meter faulty straight away and they said once it went to credit it would be fine. It wasn’t reading electricity on smart gadget . I carried on topping up and called numerous times about credit meter . Then story changed I needed a new meter . Back wards and forwards found out electricity was registered as credit meter through looking to swap . Appt for  meter was month away . I am a teacher so. Any take time off . Eventually today they were to replace meter . I called wed and was assured Meter would be swapped over and switched to credit . I would log on to my account in a couple days be able to choose a tariff and set up direct debit . The top up to electricity I had made that weren’t registering as it was credit would show on account .
Well today engineer turns up and is horrified and apologetic he can’t do anything and had been calling SSE who were refusing to help . Since I called on wed my gas top ups stop registering . He tells me I am in emergency credit he can’t fit a new meter the job is corrupted . The electricity should have been set back to PAYG that he can’t fit a new meter or do anything . Without prompting he said SSE were a nightmare . That I wouldn’t get cut off over weekend or until my £5 emergency credit was used . That come 9 am Monday someone would have to sort the mess out so they could come out and fit PAYG. I dont want PAYG but I just need two meters same to move to another provider .
Thing is though because meter is faulty and once I run out of credit it’s an emergency and they would have to come out . 

I called to make complaint again bypass foreign call centre By asking for complaints and wait 65 for emergency Line to answer . Again foreign speaking not very clear but said she would call me back at the house within a couple of hours and have someone out . 6 hrs later still no call . I told her I wasn’t at the house I was nearby as the house was cold and I couldn’t put heating on as I was in emergency credit . What do I do from here I am so frustrated do I call the emergency number and get someone out tomorrow . Engineer says the meter has to be changed and they have know it was faulty since meter was installed by previous owner In May . Literally at end of tether . Every time I am on hold for 60 mins and either get runaround , Incorrect Info or cut off within seconds . I am not rude I am polite but today I don’t know how I didn’t lose the plot completely . Pleas help . 

Gerry1

Pester the CEO whose info can be found at the CEOemail website; make sure it's headed COMPLAINT - URGENT.  Also go to the Ombudsman and get compo; SSE are so bad that they're only allowed six weeks to sort things out rather than the usual eight.  But do it now, the worst that can happen is they ask you to resubmit in a couple of weeks.

Make sure you're not using the previous occupant's card because it could have a large debit on it.

You could also consider switching to EDF who don't run a credit check.  I understand that's likely to force the meter into credit mode.

If you have an emergency number, keep calling it.  If not, dial 105: your DNO may have access to unpublished out of hours emergency numbers for SSE, there's no harm in trying.

denise38

Thankfully I know I am not using his as initially the gas was working and registering top ups . The electricity I photographed when I moved and have been told that his credit was not taken into account . Sorry to be ignorant what is DNO . I intend calling emergency number tomorrow I don’t think it’s just for gas leaks . I will be taking it further as it’s shocking service . For an engineer to be so apologetic and try everything before he arrived to get them to fix it annoys me . He shouldn’t have been put in This position . He didn’t confirm or deny that if I let credit run  out totally and get Cut off that they would act sooner . I suspect I will have to do this if I don’t get anywhere . 

I was wanting to switch to EDF and  when I put in my address they couldn’t as Meters had to be both credit or PAYG Which is why I called them again . They Initially told me electric was still PAYG despite not registering . Then they said yes electricity was in credit mode And my top ups were credited to my account . I thought they couldn’t stop you from getting a cheaper tariff they are def making it hard for me . 

Gerry1

DNO = Distribution Network Operator, the people who look after the infrastructure that connects you rather than the people from whom you buy your electricity.  It's a bit of a long shot but you can call them 24/7 and as they've probably had similar problems in the past they may be able to advise.  At least they will be more clued up than someone in an overseas call centre reading from a script! 

ashook69_2

Is there anyone with SSE (top-up) who has had issues with topping up online? In my instance since their software upgrade about a month ago, anytime I top-up online the system tells me it is not sure if the money has been taken and then asks me to try again with the same top-up amount. Even with the 2nd attempt, the meter doesn't get credited however my bank indicates that the transaction has gone through !!!. I am also suspecting that my meter is not reading the consumption of power correctly. Any suggestions please ?

JC_Derby

Gerry1 said:

DNO = Distribution Networkè Operator, the people who look after the infrastructure that connects you rather than the people from whom you buy your electricity.  It's a bit of a long shot but you can call them 24/7 and as they've probably had similar problems in the past they may be able to advise.  At least they will be more clued up than someone in an overseas call centre reading from a script! 

DNO won’t help with a metering issue I’m afraid..

Gerry1

JC_Derby said:

Gerry1 said:

DNO = Distribution Networkè Operator, the people who look after the infrastructure that connects you rather than the people from whom you buy your electricity.  It's a bit of a long shot but you can call them 24/7 and as they've probably had similar problems in the past they may be able to advise.  At least they will be more clued up than someone in an overseas call centre reading from a script! 

DNO won’t help with a metering issue I’m afraid..

I didn't say they would, only that they may have access to unpublished out of hours emergency numbers for SSE so that the OP could speak to them sooner.

The OP never bothered to return so we'll never know, but presumably things were sorted out eventually.