EDF Meter Frustration - Getting Nowhere

portoman

Hi, I'll try and keep this succint!

I'm newly with EDF and the house came with pre-payment meters. A month ago I decided to get them changed and also move tariff, so an appointment was made for Smart meters to be installed as the meters I had were old. Also, I requested that the tariff be changed to pay on receipt of bill. A guy comes round to put in the meters - he says that the gas one is down to be installed as a pay as you go meter (which I had definitely not requested) and that EDF would be able to put it on a pay on receipt tariff next week (meaning this week). Cue getting nowhere with EDF. I have explained to various people that I requested both meters to be pay on receipt of bill, and that the gas is showing up as pay as you go, but the electricity is still showing up as prepayment, even though there is no prepayment slot anymore in the meter ! Nobody appears to be able to help and keeps saying "oh it can take some time to show up" - it has been a week now and should not take this long.

I have previously been with Scottish Power and am considering contacting them, if they are able to get the meters and tariff correctly sorted.

Any ideas or advice anyone?

Thanks

Robin9

Be patient - it's up to EDF  and nothing to do with SP

portoman

Robin9 said:

Be patient - it's up to EDF  and nothing to do with SP

Well yes I get that - I am saying that EDF aren't being helpful, so would SP (or anyone) be able to solve it if I went back to them, as I feel someone needs to come out and look at it, rather than be fobbed off.

This is just a side issue anyway, the main issue is the one stated in the main paragraph.

mac.d

Smart meters don't have slots for keys/cards, if you top up by app or card the credit will automatically be added to your meter. You may have to enter a top up code if it doesn't happen automatically, but that's done via the menu on your InHome Display or the meter itself. If EDF have installed the smart meters, you are as well just keeping on at them have them put in credit mode rather than pay as you go. It's unlikely to be quicker to change supplier then have to wait for them to change them to credit mode, which is likely to be even more of a hassle as they are not SP smart meters.

If you've waited a week and it's not happened. You could always put a complaint to them in writing, stating that you had these smart meters installed as you want a standard credit meter and not pay as you go/pre-payment meters, and ask them to do so as soon as possible.

portoman

mac.d said:

Smart meters don't have slots for keys/cards, if you top up by app or card the credit will automatically be added to your meter. You may have to enter a top up code if it doesn't happen automatically, but that's done via the menu on your InHome Display or the meter itself. If EDF have installed the smart meters, you are as well just keeping on at them have them put in credit mode rather than pay as you go. It's unlikely to be quicker to change supplier then have to wait for them to change them to credit mode, which is likely to be even more of a hassle as they are not SP smart meters.

If you've waited a week and it's not happened. You could always put a complaint to them in writing, stating that you had these smart meters installed as you want a standard credit meter and not pay as you go/pre-payment meters, and ask them to do so as soon as possible.

Yes I have put in a complaint. It has been over a week now the the gas is still showing as "pay as you go" on my account i.e. I need to top it up, and the electricity is still showing as "prepayment" even though it isn't as it has been changed to a credit meter. The silly smart display gadget I was given, just shows up the gas allowance, but there is nothing on there for electricity. The informaiton just seems to be a mess, and and trying to get to speak to someone who can help seems extremely difficult,

mac.d

I'm pretty sure that nowadays, the smart meter can just be set in either credit or pre-payment mode (someone please correct me on that if I'm wrong?). Therefore, if your electric meter is showing as prepayment, then I'd be worried that's the mode its operating in not credit mode. Does the electric meter show just kWh readings or is there a cash balance showing on one of the screens?

If the inhouse display is only showing your gas meter, and nothing for electric, you also need to contact them to fix that, as it means they probably won't be getting any readings from your electric meter. I know someone whose IHD is registering both meters, but the supplier is only getting gas readings, not electric. Apparently needs another engineer visit but who knows if and when they'll ever get round to fixing it.

Incidentally, they've been using the online chat to contact the supplier, rather than trying to phone.

MissEW1

I've been having an issue with a non working smart meter and EDF for 16 months! After numerous attempts to resolve with EDF I left a negative review on trustpilot and they  responded with a mobile number to contact them on and I feel we may have made a little progress...time will tell. 
They do seem to be quite responsive to feedback on there so maybe try it.