Scottish Power - losing my mind!

luckylucy1977

Hi all,

Thanks in advance.

I am currently with Scottish Power and have been with them for the past 8 years. We have had several issues with them in the past with bills and meters but managed to get them sorted. We are on a prepayment (by choice, we have no debt) as this seems to be the cheapest way to pay as the direct debits were all over the place and so high.

However, we had a Smart Pre Payment Meter fitted back in November 2020 and have had nothing but issues since. The only way to top up by the APP but the APP never works as it’s always have technical issues leaving us using emergency and then without no power when that’s gone. The in home display has never worked since November so we can’t see what we are using and that’s the whole point of a smart meter, the gas meter display does not work on the meter as it’s a blank black screen and the meters to not talk to my online account either. They are refusing to send an engineer out as it’s not an emergency even though we have been left without gas and electric several times as we have been unable to top up because of the faulty app and meters and they do not answer the phone…,,literally ever!!

I need to switch providers.

I have been told Octopus is the one to go to but they don’t accept Smart Pre Payment Meters. What is everyone’s thoughts on British Gas in terms of there smart meters working properly and pricing?

Or can you recommend any other providers that are good and cheap and accept smart prepayment?

thanks all

Gerry1

Prepayment costs more than direct debit.  You're probably confusing your DDs with your bills: they're not the same.

Switching suppliers will be the equivalent of jumping from the frying pan into the fire: they won't accept you as a new customer or will only offer outrageously expensive fixed deals.

Your best bet for the time being is likely to be switching from prepayment to DD but staying with Scottish Power on their default (capped) standard variable tariff.  They can probably switch your smart meter remotely.  Just make sure that your meter readings are being sent to Scottish Power; if not, read the meters on the wall and send them yourself.

luckylucy1977

I am currently paying £80 for Electric and £40 Gas per month on prepayment but when I was on Direct Debit I was payment £260 per month. I questioned the bills many times but was told that’s my usage so that’s what I am paying. Variable was awful. Prepayment is definitely the cheapest option for us. Our bills have been the cheapest we have ever had them since switching to that payment option.

They are refusing to replace the meters or switch the meters back to standard key meters as they are saying it’s not an emergency however the meters are faulty and leave us without power. This is happening to so many customers as well. They have been reported as well to the ombudsman and don’t follow up on there own complaints.

I have to switch as it is a weekly issue and driving us mad…they are truly awful and uncontactable.  

I was thinking British Gas. Are they just as bad?

Gerry1

You need to think in kWh, not ££.  If you work out your annual consumption in kWh based on actual meter readings you'll almost certainly find that paying by DD on the default standard variable tariff will be cheaper than prepayment.

QrizB

luckylucy1977 said:

I am currently paying £80 for Electric and £40 Gas per month on prepayment but when I was on Direct Debit I was payment £260 per month. I questioned the bills many times but was told that’s my usage so that’s what I am paying. Variable was awful. Prepayment is definitely the cheapest option for us. Our bills have been the cheapest we have ever had them since switching to that payment option.

Exactly how much is your current tariff, in pence per kWh for gas and electricity and standing charge for each?

luckylucy1977 said:

They are refusing to replace the meters or switch the meters back to standard key meters as they are saying it’s not an emergency however the meters are faulty and leave us without power. This is happening to so many customers as well. They have been reported as well to the ombudsman and don’t follow up on there own complaints.

They are correct, if you have a smart meter they aren't obliged to switch you to a non-smart one. Did you personally complain to the Ombudsman? What was the outcome?

luckylucy1977 said:

I was thinking British Gas. Are they just as bad?

Customer service is a bit pot-luck, although SP seem to have a particularly bad reputation on the forum. BG might prove better, or they might not.