Online account issues

Eljcornet

With Scottish power i cannot enter accurate meter readings because there are two boxes for the electricity on my online account and they are saying there is only one on their end. They are also telling me that they can't fix it and I have to do on online chat to fix it but there doesn't seem to be an online chat function, just a search bot. This means my readings are coming up as estimated and I have cancelled my direct debit because I can't see accurately how much I owe and there is clearly an issue which is causing inaccurate bills, what is the point in having an online account if it didn't work (not the first time I've and a count billing and account online issues with an energy company).  How do i get them to solve this?

Robin9

Put it in writing  - letter headed COMPLAINT. Enclose photos of both readings and ensure the serial number can be read. If there is a card showing the last time the meter was changed give details of that as well.

Cancelling your DD is not a good idea.

How long have you been with SP - how did you manage to give meter reads when you switched to them.?

PS its possible that your account is set up to take the total of your reads. In addition to R1 and R2 is there a Total register.

What is your tariff ?  If it's not E7 then the total register may be whats needed.

Gerry1

Can you not send readings by email, telephone or snail mail?

Eljcornet

I've been with them for a year and two months ish and they rang me for meter readings.
Not sure im going to be able to get a photo from a  digital meter. 
Yes I can ring them up but the point is the online account doesn't work and I want to know that it's accurate. It could be causing problems I don't know about and no point having it if I have to waste my time phoning them.
I think I have managed to get them to look into the glitch. They said it will take 30 days.
I cancelled the direct debit because they are not being transparent with me,

Gerry1

Cancelling the DD will just cost you more.

Robin9

Eljcornet said:

I've been with them for a year and two months ish and they rang me for meter readings.
Not sure im going to be able to get a photo from a  digital meter. 
Yes I can ring them up but the point is the online account doesn't work and I want to know that it's accurate. It could be causing problems I don't know about and no point having it if I have to waste my time phoning them.
I think I have managed to get them to look into the glitch. They said it will take 30 days.
I cancelled the direct debit because they are not being transparent with me,

Have you kept any records over the last 14 months ?  If so you can calculate your own bill .   You will then be able to determine if you are in credit or debit .

What happened after the fix ended after 12 months - unless you took out a next fix you will be paying over the odds on a standard (expensive )

You can take a photo from a digital meter - you just have to be quick.

Bad idea to cancel the DD

rp1974

Just to clarify OP,do you have your readings from 14 months ago,and your monthly readings until now,would that be the case?.
If so then that will provide you with accurate consumption information which you can use to find what your billing should be by using the applicable tariff information.
Assuming that your not claiming your meter(s) are inaccurate,just your bills.

niktheguru

This is ridiculous. So you're saying you can't provide readings just because the online account is asking for two readings instead of one.
As others have said surely you can just email or call or online chat with them and provide your readings yourself, they can update your account and produce an accurate bill. Yes it is inconvenient that your online account is not working as it should but it shouldn't mean you just do nothing. Give the reading manually, start a complaint about the online account. (You know how the complaint system works as you've already been to the ombudsman with your previous supplier)
Do you have a single rate meter or an economy 7 meter? I would suggest you ensure your company has adequate meter readings so you are billed accurately, otherwise you'll end up on a similar mess to your other thread where your previous supplier is asking for more money.

Look at you bills and find out what is happening, is it based on estimates or real readings. What type of meter do you have.....dare I say it in your case it would probably be better to have a smart meter.

rp1974

Given the tone displayed in the other thread,I'm inclining towards it being,perhaps a case of having little or no intention of doing so,for whatever reasons best known to themselves.

SPOWER

Hi.  I know a bit about this.  I can only enter a 1 digit reading with Neon Reef.  I think it's to do with "missing meter technical details"  I have no idea what that means.  On Neon Reef account is shows meter installed 12 March 2003, meter removed 1 February 2021.  I have to email them with meter reading.  They said back office will fix it, but that was months ago.  The problem is, they say I will use 13,500 units but I have gas central heating and my actual use is about 3500.  They said they get this figure from "industry"  This account has been with them for over 1 year so they do know my use.  I know what you are going through, but I would have thought ScottishPower would know how to fix your problem.

Eljcornet

rp1974 said:

Given the tone displayed in the other thread,I'm inclining towards it being,perhaps a case of having little or no intention of doing so,for whatever reasons best known to themselves.

What tone? I have to every intention of doing things right and knowing what is going out of my account and of trying my best to afford my bills, but I have never dealt with household bills until two years ago and it is not my fault if I'm being given estimated details of what owe. Given the time if this forum I won't be asking for advice again. I don't know what I'm doing yes I admit that, but i shouldn't have to deal with the rubbish customer service over the phone either. I am trying to learn.