Zog has gone 😢

smugwalrus

Just logged in online from setting comments on here, I'm still on stage 3, start date 15 December.  Had an email on 14 December which said

We'll receive your opening meter reads from your smart meter

You don't need to do anything. We'll send this to your old supplier to close your account and to make sure that you only pay for the energy you use.

On very rare occasions, your smart meter may be unable to send us a reading. If this happens we'll contact you for a manual reading.

But now when I log in to the website I see:

We’re about to register

Your switch is almost complete.
Unfortunately we didn’t receive your meter reading in time. Don’t worry, we’ll agree an estimated opening reading with your old supplier to set up your account

I can see this not working out in my favour, and at no point have they been in touch to ask me for a meter reading.  In the Bright app I can see the gas meter providing 30 minute reads and the EDF costs so not sure why they need to estimate...

QrizB

smugwalrus said:

Just logged in online from setting comments on here, I'm still on stage 3, start date 15 December.  Had an email on 14 December which said

We'll receive your opening meter reads from your smart meter

You don't need to do anything. We'll send this to your old supplier to close your account and to make sure that you only pay for the energy you use.

On very rare occasions, your smart meter may be unable to send us a reading. If this happens we'll contact you for a manual reading.

But now when I log in to the website I see:

We’re about to register

Your switch is almost complete.
Unfortunately we didn’t receive your meter reading in time. Don’t worry, we’ll agree an estimated opening reading with your old supplier to set up your account

I can see this not working out in my favour, and at no point have they been in touch to ask me for a meter reading.  In the Bright app I can see the gas meter providing 30 minute reads and the EDF costs so not sure why they need to estimate...

I'm in the same postition although my smart gas meter hasn't reported a reading since September.
It'll all come out in the wash. In your case, EDF will eventually get your data from the DCC; in mine, I'll give them manual readings until they reset whatever needs resetting.

[Deleted User]

QrizB said:

It'll all come out in the wash. In your case, EDF will eventually get your data from the DCC; in mine, I'll give them manual readings until they reset whatever needs resetting.

The basic principle behind smart metering is one meter: one supplier. The meters will only respond to requests/instructions from the supplier provided the supplier has ‘installed’ a bespoke security certificate in each meter. The DCC does not have access to any smart usage data: it just provides the network. When the connection is restored, the supplier will have to carry out a manual data pull. The smart meter holds 13 months of import data and 3 months of export data. 

Some Kaifa electricity meters stopped reporting data after a firmware update earlier this year. It took about 6 months for the meter manufacturer to develop and test a firmware update on the DCC network.

Keep_pedalling

My attempt at setting up a DD failed as according to the email I received the next day I had not agreed to an amount for monthly payments. That seemed odd as I was never asked for that info during the process, just given an estimated annual cost. Live chat suggested I try again but I could not get beyond the first stage as it said they could not currently accept a meter reading.

Thought I would give it another try just now, but the website is now saying my account is closed! 

Umiamz

Well, this is going to be interesting. The website is still showing me on stage 3, so the switch hasn't completed yet. In the meantime, I enquired of Octopus whether I would be able to switch my gas back to them on their Flexible tariff and they've actually started a switch (which is not what I was expecting).

I expect things might get a bit confusing now but at least we're only talking about a small amount of Zog credit (< £10).

Sterlingtimes

I will pay £89 per month which is probably a little low. I cannot reverse calculate how my debit balance is £64.10. I am not sure whether it is based on meter readings or upon an apportionment of the monthly direct debit amount.

kev2009

I got a confirmation email last night advising the DD had been setup and the dates it will be taken.

No mention of when I can expect to get the credit from Zog, be it in my account with EDF or refunded to my bank.

Guess that will come in Jan.

Kev

Keep_pedalling

I have to call them tomorrow as according to live chat there has been a mode change (whatever that is) and my account has been closed and a new one not set up, so I actually have to speak to someone when the office is open again. 

smashinglynaive

Got a bill today after setting up the DD and have been charged at the cash rates.  No idea if/when they're going to backdate it as they claimed they would?

Gerry1

smashinglynaive said:

Got a bill today after setting up the DD and have been charged at the cash rates.  No idea if/when they're going to backdate it as they claimed they would?

I had the same problem.  Spent a whole hour on Chat to an agent who was either totally untrained or was being deliberately unhelpful  Started by not even reading the clear complaint I'd submitted to the automated Chat bot (or perhaps he couldn't see it) and then told me that I was with British Gas.  That's true, but only for electricity: why on earth didn't he check the EDF database rather than the national database?

He then posted all sorts of irrelevant boilerplate, such as explaining that DD was cheaper than cash (yup, I know, that's why I'm complaining) and then telling me that I was on DD Monthly Whole Payment (yup, I know, that's what I specified but not what I'm getting).  All desperately slow and would have been much easier by email or phone (but it takes forever to reach a real person).

Eventually he updated the account.  Almost immediately the balance changed, but the new bill was not available for three days.  When it was available it only showed the DD rates taking effect from after the Chat, the cash rates still apply from the start date to the Chat date.

The 'EDF Welcomes Zog' page does say that if you register for DD by 31 January 22 that they will backdate the DD rates to the  start of the contract, so perhaps I'll just have to wait until the end of January.

EDF are a hopelessly incompetent company.  Can't wait to leave them, but I'm probably stuck with them until things settle down.