Storage Heaters Not Working Since Smart Meter Installed

ForestBluebells

Talldave said:

It looks as if they've only connected up the 24hr side of your consumer unit!  That meter should be capable of E7, but the contactor needs a feed and a control signal.  They need to come back and do the job properly. 

Are you being billed on an E7 tariff? I only ask because, if not, that might be the second half of the battle - getting the meter and your account into E7 mode!

Yes I’m on an e7 tariff, I’ll call EDF today and see when they can come back. It’s very cold without heating!

matelodave

As Dave says, there should be a live cable connected to the incoming fuse and a control signal from the meter to make it work.
 I'm not sure what the installer was thinking when he fitted it (if he was actually thinking at all)

MWT

matelodave said:

 I'm not sure what the installer was thinking when he fitted it (if he was actually thinking at all)

Pretty sure there was no thought going on at all, it looks like he may even have connected the live wire for the load to the live input on the contactor probably just so he didn't have to leave it loose in the box, so he knew perfectly well he was not leaving the customer with functioning heaters......

thorganby

The badly trained chimp has even connected the E7 cable to the Line in terminal rather than the Load terminal on the far right of the contactor!

Op having suffered EDF's far from excellent customer service previously, I recommend that you raise your complaint by sending an email immediately, to minimise the time that you may be without heating.

See   https://www.edfenergy.com/for-home/help-support/making-complaint

MWT

thorganby said:

The badly trained chimp has even connected the E7 cable to the Line in terminal rather than the Load terminal on the far right of the contactor!

Pretty sure that was deliberate as he didn't want to leave a loose wire in the box and so he put it in the one place he knew anyone doing the job properly would have to move it before doing anything potentially dangerous with the live feed.

Still should never have started the job knowing he had a 4 port meter for a 5 port install...

ForestBluebells

Next issue is getting through to them, tried WhatsApp and they told me to call them, tried calling them and they tell me I’m online only so not allowed to call 🙈

thorganby

ForestBluebells said:

Next issue is getting through to them, tried WhatsApp and they told me to call them, tried calling them and they tell me I’m online only so not allowed to call 🙈

Using WhatsApp is not complying with their agreed complaints procedure:

https://www.edfenergy.com/for-home/help-support/making-complaint

The quicker that you follow their proceedure to register your complaint, the quicker that you will be able to involve the Ombudsman Services, who you may need to involve as EDF have a bad reputation when it comes to customer service.

ForestBluebells

thorganby said:

ForestBluebells said:

Next issue is getting through to them, tried WhatsApp and they told me to call them, tried calling them and they tell me I’m online only so not allowed to call 🙈

Using WhatsApp is not complying with their agreed complaints procedure:

https://www.edfenergy.com/for-home/help-support/making-complaint

The quicker that you follow their proceedure to register your complaint, the quicker that you will be able to involve the Ombudsman Services, who you may need to involve as EDF have a bad reputation when it comes to customer service.

I did email them also but was trying to follow up with them to get a quicker response as I’ve not had a response and I’m feeling like this won’t be resolved quickly 🙈

matelodave

Send your complaint via snail mail and get a certificate of posting or get it signed for mark it COMPLAINT in big writing so they are in no doubt. Keep a record of any correspondence or phone calls if you have to go to the ombudsman.

hozza94

I have the same set-up and even the same meter model.

The meter fitter has screwed up completely in my view. The Live Out from the meter should go into a block which splits the live into 2. 1 of them should be the 24 hour supply and the other should go into the contactor. 
Another wire should also go between the meter and the contactor to control the contactor with the E7. 

Lots of things missing from your installation!