AVRO not replying to my emails

itsj2

Had been with AVro for a couple of years with no problems.  Why won't they take readings remotely from their own installed SMETS2 meters ? Instead they keep estimating the bills even tho I supply them with readings from TRIO 11 remote screen. Got to point now where they don't even answer my emails.

[Deleted User]

itsj2 said:

Instead they keep estimating the bills even tho I supply them with readings from TRIO 11 remote screen. Got to point now where they don't even answer my emails.

I don't have a smart meter but I have religiously supplied readings manually on the same day (3rd of each month from when I joined them back in February 2021).  So far they have used all of my supplied readings on the subsequent bill raised a few dayas later.  Others may care to comment on the ability (or otherwise) of Avro to read smart meter installed by their Meter Operator.  The only thing I can suggest is to be careful of when you submit the meter readings via their website.

Re emails, so far they have always answered my emails (albeit v slowly at times) but I shall be able to judge them better if they respond positively to my request for a partial refund on my credit balance that now stands at circa £260.  

JohnB47

itsj2 said:

Had been with AVro for a couple of years with no problems.  Why won't they take readings remotely from their own installed SMETS2 meters ? Instead they keep estimating the bills even tho I supply them with readings from TRIO 11 remote screen. Got to point now where they don't even answer my emails.

When you look at your bills, do they show both the estimated readings and your own? If so, you need to supply your readings on the same date, each month, as shown for the estimates.

I supply my readings on 8th of each month and the bills are always based on those readings - never estimated.

I don't have a smart meter - I discovered (via this site) that Avro can't remotely read their own smart meters yet, so I refused one when it was offered.

Jcbah

[Deleted User] said:

itsj2 said:

Instead they keep estimating the bills even tho I supply them with readings from TRIO 11 remote screen. Got to point now where they don't even answer my emails.

I don't have a smart meter but I have religiously supplied readings manually on the same day (3rd of each month from when I joined them back in February 2021).  So far they have used all of my supplied readings on the subsequent bill raised a few dayas later.  Others may care to comment on the ability (or otherwise) of Avro to read smart meter installed by their Meter Operator.  The only thing I can suggest is to be careful of when you submit the meter readings via their website.

Re emails, so far they have always answered my emails (albeit v slowly at times) but I shall be able to judge them better if they respond positively to my request for a partial refund on my credit balance that now stands at circa £260.  

Sorry to jump on this post, but Derwent/ itsj2 are you able to give an email address of someone from Avro that has replied to you? I tried contacting a generic Avro email address but they only replied after 1 month, which is why I'm asking. 

Jcbah

JohnB47 said:

itsj2 said:

Had been with AVro for a couple of years with no problems.  Why won't they take readings remotely from their own installed SMETS2 meters ? Instead they keep estimating the bills even tho I supply them with readings from TRIO 11 remote screen. Got to point now where they don't even answer my emails.

When you look at your bills, do they show both the estimated readings and your own? If so, you need to supply your readings on the same date, each month, as shown for the estimates.

I supply my readings on 8th of each month and the bills are always based on those readings - never estimated.

I don't have a smart meter - I discovered (via this site) that Avro can't remotely read their own smart meters yet, so I refused one when it was offered.

Sorry to jump on this post, but JohnB47 are you able to give an email address of someone from Avro that has replied to you? I tried contacting a generic Avro email address but they only replied after 1 month, which is why I'm asking. Thanks. 

[Deleted User]

Jcbah said:

DerwentMailman said:

itsj2 said:

Instead they keep estimating the bills even tho I supply them with readings from TRIO 11 remote screen. Got to point now where they don't even answer my emails.

I don't have a smart meter but I have religiously supplied readings manually on the same day (3rd of each month from when I joined them back in February 2021).  So far they have used all of my supplied readings on the subsequent bill raised a few dayas later.  Others may care to comment on the ability (or otherwise) of Avro to read smart meter installed by their Meter Operator.  The only thing I can suggest is to be careful of when you submit the meter readings via their website.

Re emails, so far they have always answered my emails (albeit v slowly at times) but I shall be able to judge them better if they respond positively to my request for a partial refund on my credit balance that now stands at circa £260.  

Sorry to jump on this post, but Derwent/ itsj2 are you able to give an email address of someone from Avro that has replied to you? I tried contacting a generic Avro email address but they only replied after 1 month, which is why I'm asking. 

Just the normal email address is what I used  support@avroenergy.co.uk

The last time I emailed them was to change bank details - I sent the email 0n 18th June and got a reply 52 minutes later.  Other emails I have sent them have varying reply times going to a number of hours/days/weeks.  But I have always received a reply (at some point).  I shall report back on their response to a partial refund of credit on my account.

JohnB47

Jcbah said:

JohnB47 said:

itsj2 said:

Had been with AVro for a couple of years with no problems.  Why won't they take readings remotely from their own installed SMETS2 meters ? Instead they keep estimating the bills even tho I supply them with readings from TRIO 11 remote screen. Got to point now where they don't even answer my emails.

When you look at your bills, do they show both the estimated readings and your own? If so, you need to supply your readings on the same date, each month, as shown for the estimates.

I supply my readings on 8th of each month and the bills are always based on those readings - never estimated.

I don't have a smart meter - I discovered (via this site) that Avro can't remotely read their own smart meters yet, so I refused one when it was offered.

Sorry to jump on this post, but JohnB47 are you able to give an email address of someone from Avro that has replied to you? I tried contacting a generic Avro email address but they only replied after 1 month, which is why I'm asking. Thanks. 

No problem.

When I asked for a refund, I sent an email to the usual support address (as quoted by DerwentMailman). I received an agreement and confirmation email from someone called Toni and his/her email address came up as:

support@avroenergy.zendesk.com

Hope that helps.

wild666

I haven't had a problem with them since I moved to them in Feb even though I have a Smart Meter that was put in by BG they send me an email around the 15th asking for a meter reading which I send on the very early morning of the 19th, the billing date. If I send it earlier they do an estimate for the days between the reading and the billing date. 
I haven't had any cause to email them so don't know what their customer support is like.