Smart Reader Problems

dan2406

Where do I start I suppose at the beginning. 

So in October Last year I bought a brand new 2 bed apartment. It was stressful getting a property in the pandemic but i did it. I spoke to the Energy supplier EON set up an account and then informed me that i would need to upgrade to a smart meter. Having come from another property with a smart meter I though no problem. 

We jump a few months to December They took a reading of 997 for two months usage bills were fine, bare in mind this winter so I was using the heating now and again too. 
When the engineer came to install the meter he noted that the wrong property number had been written on the meter, possibly a plot number since I turn off the electric he confirm that was my meter however he had noted that although the electric was off one of the wires was still live. He said I should not be doing this but continued to install the smart meter. 

I was not handed the little device you are suppose to have in the property as the meter was too far from the flat to be picked up. so a couple more months pass by and I get a message from EON New development team stating there been a mix up with the plot numbers and account numbers. I had been match with plot 57 when my actual flat is 64. he said leave it with me it all be sorted. I thought fair enough. I had also noted that my direct debit had dropped from £61 to a crazy £33. I thought there no way this is correct for a 2 bed flat but EON insisted that this was correct. The following month I get a statement for number 57 and my flat I thought hold on, rang up and they insisted I need to tell them about a flat move which I never ever lived at 57 so explained the situation and was informed its been corrected. 

June statement came along again another bill for number 57 with a note an engineer taken a reading. I thought I never had an engineer out. Again I speak to EON and they insist that an account has been set up for number 57 as someone has moved into that property. Bare in mind this is a new build. I assume the engineer was out for number 57 to have a smart meter so its odd why it was recorded on my account. Again I stressed that the DD is too low they insist it is correct and left it at that. 

So fast forward to now Late august I get an email saying my tariff up for renewal, I try to use there online site to move tariff but fails to show anything up. I then click on the smart reading usage nothing comes up. This has been like this from the start. I call EON and state there something not right here. At first said there nothing but then she tried to poll the smart reader for a reading and fails. I give her an reading of 4252. EON come back to me the next day and state yes there is an issue, we have to backdate me 3 months and in 3 months I used £560 of electric. I thought what???? How can in the summer months use £560 electric, I have hardly been in the property, no heating been on. TVs rarely been on only normal fridge and the washing at the weekend. I though this is not right. They also told me that they cannot get reading from the smart reader cause its in a comms cab. I thought so why did no one flag this earlier. Why after months of being told I am wrong now they are admitting there is an issue. I explained about the live wire, the plot number mix up and asked for a complaint to be raised. Hoping an engineer could come out and look at it . Instead I get an email from complaints. no phone calls stating smart reader cannot send readings due to the comms but saying its not their problem and if I want to have it replaced with an none smart meter its going to cost me £560. They stated I must be running a business from the property to be that high and if I do not pay they will send it to a debt collection agency. Completely ignored what I was querying all this time,. I thought all calls were recorded. The last email literally has a grown man in tears last night. I was crying to them on the phone. the customer advisor was shocked about how this email was addressed to me. 

So I ask for EON complaints manager to call me stressing that this needs to be addressed over the phone. .He finally calls my phone 4 mins to them closing but by the time I had a chance to pick up he was gone and it was clearly too late to call back. its as if he did not want to speak to me. It was at this point I had enough and email the ceo team about this experience. Which I am now awaiting a response. I have been informed that the person that sent me these emails is being dealt with. 

[Deleted User]

The problem with property MPAN/MPRN mis-registrations is that the problem cannot be solved in isolation. For example, I live in Plot6/No14. My MPAN along with its associated meter serial number was lodged on the database as No 6. Plot14/No 6 was lodged as No 14. I picked up the issue very quickly but it took the supplier along with the DNO(the party responsible for the MPAN database) about 6 months to resolve the problem across all the parties.

Your supplier must not break the link between the MPAN and the meter serial number. The correct remedy is to correct the address on the MPAN database.