Landis & Gyr E470 smart meter failed, Symbio dumb meter contract ending soon - help!

TelK

Switched to Symbio last year, who can't take smart readings so rely on monthly manual ones. Recently found I couldn't get separate high/low readings, just the total KWH usage, been submitting estimated split figures, while repeatedly asking Symbio for help without response. Today received email: not only are they struggling with the Indian Covid outbreak afflicting 60% of support staff, they also have been hit by Cyclone Tauktae. My electrician thinks the meter needs replacing. Would be grateful for advice or comment who is responsible for replacing the meter, Symbio or me? Where do I stand if the contract comes to an end and there is no accurate high/low reading? The current situation is that the high/daytime reading is not changing from month to month, so according to the meter, all my usage is at the low/overnight rate.

MWT

Does the total consumption on the low register make sense? i.e. is it believably your total daily use?

Do you have a clock near the meter that handles the change between rates or is there a teleswitch or similar?

[Deleted User]

TelK said:

Switched to Symbio last year, who can't take smart readings so rely on monthly manual ones. Recently found I couldn't get separate high/low readings, just the total KWH usage, been submitting estimated split figures, while repeatedly asking Symbio for help without response. Today received email: not only are they struggling with the Indian Covid outbreak afflicting 60% of support staff, they also have been hit by Cyclone Tauktae. My electrician thinks the meter needs replacing. Would be grateful for advice or comment who is responsible for replacing the meter, Symbio or me? Where do I stand if the contract comes to an end and there is no accurate high/low reading? The current situation is that the high/daytime reading is not changing from month to month, so according to the meter, all my usage is at the low/overnight rate.

The meter is the responsibility of your energy supplier. You have no personal liability if the meter has failed but this appears not to be the case if the meter is still showing a total reading. Are you sure that you are on a dual rate tariff with Symbio? All SMETS2 meters have 4 registers which all suppliers can use to record usage. 

rp1974

I can't recall 100% but if I remember correctly Symbio bill both day and night use at the same rate,someone will be able to confirm,or deny that being the case.
If that's correct all they need is the total reading,which will be correct as it's the same price.
Would need sorting out if switching elsewhere though.

TelK

Thanks all for your helpful input. The total consumption makes some sense, but the low figure isn't moving. Replaced two elderly storage heaters with Dimplex smart heaters in November, but didn't notice any problem until February. I think the box on the wall next to the meter handles the switchover, with an audible click. One potential clue couple of weeks ago (made a note of numbers at the time but only just noticed), using buttons A & B I got Day 2829 (still stuck), Night 7359, "total ac import" 10188, then another one "total app import" 10689 - the difference between these last two being 3330. I wonder if that could be the actual Day figure.  Or am I clutching at straws?  Not sure how I got there but will try again and see if it's changed. The Tariff document says Night Unit rate (p per kWh) 8.220 Day Unit rate (p per kWh) 11.647.  Thanks again folks. In case it's of interest, I'll post the eventual outcome.

niktheguru

Given that symbio are a nightmare with customer service at the moment, and your meter is still incrementing, it might be worth just providing meter readings where the night reading is increasing, give the day reading noted, and email them the total reading too. Then once deal over, switch over to another provider and get them to change the meter.....you'll be waiting a while for any decent meter change with symbio!

TelK

Thanks fellow Forumites for your help, support and useful suggestions.  After semingly interminable online chats, emails and abortive telephone calls to both participants in this virtual tennis match, I received a call today from Amanda at Symbio to say they had received final/opening readings from EDF (who originally installed the L&G meter, and evidently can read it remotely, even though I and Symbio can't). The readings seem plausible enough, so I told Amanda yes, please issue final bill, and I don't mind if it does take you six weeks. Thanks again folks. THE END (I think)