FROZEN ELECTRICITY METER & END OF FIXED TERM CONTRACT

Jackiehmoore

Hi there.  Wondering if someone can please advise me.  Sorry, a bit long winded.
Aug 20. Noticed my meter had frozen and reported via email to my supplier.  (With my previous supplier, I had a smart meter so didn’t need to read the meters myself and assumed this was the case with the new supplier).  Just so happened, the next day a meter reader turned up.  Read the gas and confirmed that the electricity meter was frozen.  I again emailed my supplier.  They eventually replied around 10 days later.  Meter reader, apparently, did not report any issue with the meter.  Supplier agreed to replace the meter but because of Covid, they told me that everything was delayed and they would be in touch.  At the 3nd of Dec, I escalated a complaint as I’d heard nothing more about the replacement.  I also informed OFGEN Next day, I was given a date for the meter to be replaced and OFGEM wanted confirmation from me to confirm the issue was now resolved.  Two days prior to the date of replacement, the contractor, giving no reason, cancelled the appointment and asked me to rearrange with my supplier.  I’ve informed OFGEN this, obviously not confirmed resolution, and am currently waiting to hear back from both supplier and OFGEN.  

My issues are: 1.  I’ve not had one single statement of account from my supplier since I joined them in Feb even though the gas meter was officially read in Aug.  Equally, they’ve not raised or lowered my direct debits.  I’ve done an exercise with my old supplier bills so am now aware of what my average monthly usage is over the previous 2 years.  2.  My fixed rate contract finishes soon and will be put on a higher rate.  Can I leave this supplier even though the meter is frozen meter?  (I’ve asked a couple of suppliers but they’ve never answered my emails).  3.  After the fixed term contract finishes, can I cancel my direct debits and offer to pay monthly?  I’d really appreciate some advice in this matter as this is really playing havoc with my mental health.  Thank you.

Jackiehmoore

Gerry1.  Online account only shows 1 recent statement and that was dated back in April 2020, an estimate.

Gerry1

What do you mean by a frozen display, that the reading doesn't change, or that the screen is blank?  If the latter, you probably have to press a button or two.

Jackiehmoore

Display stuck.  I worked out, from my previous supplier bills, my average monthly meter readings shift by 313.  I can roughly say the meter froze somewhere between Apr & May.

niktheguru

I would advise against switching supplier. Unless you want new levels of pain. Its never a good idea to switch suppliers with a faulty meter, as you could get charged anything.
You haven't told us which company you are dealing with? who is your supplier
Its good you have accurate meter read usages for the last 2 years, as you can use that as an argument so they dont bill you outrageously.
See what the ombudsman says about this (when they reply). The most important thing is to get the meter changed, so put pressure on your utility company if you can to do it. During the pandemic they were all pretty much not doing anything, but more recently more companies are changing meters.

Personally I would get the meter changed with them ASAP and only when your readings have been agreed up till now, then switch. 

Jackiehmoore

Thank you Niktheguru for your reply.  It’s Avro and they take forever to respond to emails.   I think you’re probably right that I should not switch.  I feel I’m being forced into now paying high charges when the contract ends through no fault of my own.  Yes, I was worried about how much they will try and charge me so I sat down and did the exercise with the previous suppliers monthly readings.  I was with Bulb before (I know not everyone’s cup of tea) and everything was so crystal clear with them.  I got emails every month detailing my usage.  I’ve had nothing from Avro.  Even after the meter reader came in Aug, they’ve not updated a more recent statement than last Apr.