Economy 7 Smart Meter issue

Tallerdave

Presumably R02 isn't displayed when it's in single rate mode. Another example of why displaying a Total Imp reading achieves nothing but confusion.

MWT

NFletch93 said:

So the IMP R01 is currently about 0008000 and the IMP KWH is about 0012000 so there's around a 0004000 difference, that like you say must be the R02, but I can't seem to find it on the meter.

That just confirms that at some point the meter has been in a mutli-rate mode, but if it is not showing now and the difference between the total and R01 does not change then it is now in single-rate mode so only R01 matters.

Gerry1

Seems to be a common problem.

NFletch93

Gerry1 said:

Seems to be a common problem.

That was quite an interesting read and, yeah a very similar problem.

So what I get is that at some point before I took over from the previous owner it was in E7 with two rates R01 and R02 but now it's in single rate mode just R01. 

How do you reckon I approach this with EON and Shell? As I raised a dispute with EON originally in March which still hasn't been resolved due to Shell dragging their feet. 

Would I ring Shell or EON first to explain what is going on? And why have they both been asking for 2 rates if it's in single rate mode?

Tallerdave

In the good old days, E7 meters and non-E7 meters had different profile classes in the national database and suppliers took one or two readings as appropriate. 

Along came smart meters that can be either and it's not very clear if the industry has updated its systems to cope. Obviously they've cobbled together a mechanism to switch the meters. After that it's anyone's guess. Hopefully the meter only sends R01 when it's single rate and R01/R02 when it's dual. But the customer services interface thing is another kettle of fish.

Maybe from previous bills you can work out what's happened?  R01 is the only reading that should ever be used. You'll probably have to put a complaint in writing to be taken seriously. 

Gerry1

NFletch93 said:

Gerry1 said:

Seems to be a common problem.

How do you reckon I approach this with EON and Shell?

Probably better to deal with E.On because the gaining supplier drives the switching process; if you also deal with Shell you may find yourself endlessly going back and forth explaining what the other has said and generally getting nowhere.  Let E.On take ownership and leave them to sort out any issues directly with Shell.

Send a formal letter headed COMPLAINT by snail mail and get a free Certificate of Posting.  That starts the clock ticking and means you can go to the Ombudsman after eight weeks, or upon receipt of a deadlock letter.

Written communications will make it easier should you have to go to the Ombudsman, although it might need the occasional phone call to E.On to make sure that your complaint has reached the right people at E.On and that they are dealing with it appropriately.

Don't forget to come back and tell us how you got on !

NFletch93

Perfect, makes sense to start building a paper trail, I'll probably ring EON tomorrow anyway to see if they know why I'm supplying 2 rates when the meter is only in single rate mode and go from there.

Will post with an update when I get one!

NFletch93

For anyone wondering, just got off with EON. They were surprisingly helpful. Got me to go a read the meter again saying that the R02 should populate after the R01 was shown.

After saying multiple times that there was no R02 the guy admitted that this must by why the original ARD was taking so long to be resolved. 

I sent them another current reading over and they said they'd ring me back within 7-10 working day with a resolution. I won't get my hopes up just yet however.

NFletch93

Got a fairly quick response back from EON. Again it was something I probably should have picked up on myself but Shell supplied EON with the wrong serial number for the meter. That's why I've been asked for two rates this whole time. Now just waiting on an adjustment to the bill with the one rate and hopefully they'll update shell too.