Problems with Ecotricity

MarieNolan

Long winded explanation - 

Basically we joined in December 2019 everything was OK.  Then in may 2020 there was a power cut and a few surges which knocked the meter off and we still had electricity but no display and couldn't top the meter up.  This issue was reported on the same day it happened and it was very difficult to get through to their customer service it was also reported online via account.

below is the timeline of what's happened

Original problem

A power cut at 06.50am on 19th of may 2020 caused several power surges to the meter which caused the display to cut out.  Electricity is still connected but we cannot control or see what we are spending on energy. SSE outage reference - GF7989.  Complained to sse but was advised they could not repair our meter as we were not sse customers.

Reported to ecotricity on 20th may 2020 was told someone would be in contact about repair - No call received.

Called on 2nd of June 2020 was given a case number above and told no engineers were working due to covid 19 and we were looking at AUgust before a repair could be booked.

12/08/2020 called today my wife Marie Nolan spoke to Hannah who refused to help as she wasn't named on the account despite the 2 previous calls being dealt with by my wife and was promised a call back today at 4pm and that never happened.

21st September 2020 Engineer from mercure Visited the property to fix the meter and couldn't as there was a problem with the wires so had to wait until SSE could come out and fix the problem so there was more delay.

December 2020 SSE visited to fix the wires and put breakers on the meter to protect it from future surges.  They visited 3 times to fix this issue.

17/06/2021

A company called lowri beck called to get a meter reading but my wife took the call and told her she couldn't as the display on the meter does not work. 

17/06/21
Email sent to customer services and about the issue also copied in MP and local MSP and opened a case with ombudsman.

18/06/2021
Phone call received from Ecotricity metering department to book an appointment for a smart meter.  Was advised by myself that we would not accept a smart meter as they do not work in blocks of flats.  Wifie was insistent that we take this meter.  I advised that they should be replacing the key meter that was damaged that is a legal obligation (read that on which).  Claimed that she sent my husband an email in April this year asking about if the remedial work by SSE had been carried out I said no and if my husband had been sent a email he would have told me, she went and checked and it had been sent to the wrong email address. 

I was insistent that they need to replace the original key meter and that it wasn't our fault that they don't work with the company any longer as they waited since December 2020 when the remedial work was carried out by sse and they say they were not notified of it completion.  Also the delay was because our account had been OVERLOOKED!

We have been with a faulty meter since 20th may 2020 and this is unacceptable as when it is eventually repaired we will be left with a huge bill to pay. There has been no follow up from this company which has left us unable to switch providers.  We have now escalated this complaint as it has been over a year now and there seems to be no resolution to this.

Sorry for long explanation but need advice on what to do now.  I really am against a smart meter as I plan to switch provider as soon as this meter gets fixed and have read so many stories about them going dumb.  I am also sick to the back teeth with Ecotricity.

The meter in question is pictured.  The display went off and cannot be topped up or read.

niktheguru

So basically there has been a delay due to covid (which is common for most suppliers), then you needed remedial work from SSE, which took some time and you had it done. Then when they said they were going to give you a smart meter you refused, with your logic being that if you want to move it may become dumb......a bit like the dumb pre-pay meter you want?
Smart meters can be fitted and used in pre-pay/PAYG mode, often with better options for online top up or app top ups.

Also, smart meters DO WORK in flats. It is just the in home display that won't work in flats if they are far away from the meter. This doesn't mean the meter doesn't work, and it should still upload readings as necessary.

How are you currently paying for electricity? just on estimates? or are you topping up randomly and just waiting for the electricity to run out before topping up again?

I would much prefer any working meter rather than a non-working display on estimates.
As i'm sure others will tell you, they are not obliged to fit non smart meters anymore, and can replace your broken meter with a smart meter in pre pay or credit mode.

If I were you i'd accept a smart meter ASAP so at least you are being charged for what you use.
You can then also put a complaint in and get some compensation for the delays you've had in the mean time. It won't be a huge amount but everything helps.

Mind you, you say you have already gone to the ombudsman this month. Let us know how you get on.

MarieNolan

Yes I understood the delay due to covid and have been very patient during this whole process BUT the engineer that visited us from mercure had a new key meter for us in September last year.

We were told by sse engineers that were in our property in December last year that smart meters do not work in the type of flats that we live in. Also the electrician that rewired our property said the same thing and he should know he has installed a few that went faulty in other flat blocks the same as ours where we live.

We are not obliged to accept a smart meter. Why would i accept something that may go wrong and then try to get a company that has the worst customer service to try and fix it.

They are legally obliged to replace the original meter they would have done so last year!

Also i don't use covid as an excuse for incompetence.

niktheguru

If your smart meter doesn't work, it will become a dumb meter, then you can just provide readings. Similarly, once you have a working meter you can switch providers to someone you're more happy with. So instead of having a smart meter you would prefer to have a broken meter?

I agree, covid is being used a lot as an excuse for incompetence and unnecessary delays, particularly in the energy industry.

But BEIS have recently said that suppliers are within their right to replace end of life meters with a smart meter. (or a smart meter in dumb mode) If you request a dumb meter then they can ask you to pay for the privilege.