Smart Meter lost connection to server and cost me £1,294

Jonesyjak

Bright data is in - it matches exactly the information on the IHD

razord

There you go then! Can you drill into March and show us the last 12 days of daily usage?

I think with add this info and screenshots to the complaint and if they refuse to budge there, tell them your only option forward is deadlock and ombudsman.

MWT

Perfect, so give the complaints team one last chance but tell them that if they do not accept the data downloaded from the meter as proof of your actual consumption and that there has been no reset then you will have to take this to the Ombudsman so they should provide you with a 'deadlock letter'.

Jonesyjak

The is what I can see on the Bright app...

razord

Jonesyjak said:

The is what I can see on the Bright app...

Okay, you can submit that too as it proves your meter didn't go from 1 to >600 in 12 days - and that's the bit which covers the first "real" data they provide.

If they try and tell you they can't accept the Bright app (It's probable they won't have a clue what it is), tell them to raise a request with the DCC for the full daily data for your meter and they'll get the same back.

QrizB

What get me is that none of this is rocket science. Any competent CS team would have worked it all out for themselves. Why are we having to do it for them?

Jonesyjak

QrizB said:

What get me is that none of this is rocket science. Any competent CS team would have worked it all out for themselves. Why are we having to do it for them?

I completely agree but I'm so grateful for all the advice on here. There must be so many people who would get the bill and pay it or accept the energy company on their word that it's correct

Jonesyjak

Thank you everyone, I massively appreciate all or your help and advice and for taking time out of your day to help a stranger navigate this. I have emailed (via on online form, can't find an email address for them) the Bright usage and have requested a deadlock letter if they won't accept. I'll provide an update if/when is resoved or if they come back
Thank you again 

Jonesyjak

Just an update:
UW has just called to say that they have been through the bill and it is correct, based on the fact that 14kwh of electricity was used over the previous summer (even though we didn't live here in summer 2020) and it being 18kwh on average per day over summer 2021, which is under a 5% increase. They're not budging and are still referring to a meter exchange, despite me telling them repeatedly that an exchange didn't take place and then they'll correct themselves. I've asked for the deadlock letter, which they say will arrive in around 10 days and then it's off to the ombudsman

bagand96

Jonesyjak said:

Just an update:
UW has just called to say that they have been through the bill and it is correct, based on the fact that 14kwh of electricity was used over the previous summer (even though we didn't live here in summer 2020) and it being 18kwh on average per day over summer 2021, which is under a 5% increase. They're not budging and are still referring to a meter exchange, despite me telling them repeatedly that an exchange didn't take place and then they'll correct themselves. I've asked for the deadlock letter, which they say will arrive in around 10 days and then it's off to the ombudsman

That's very poor service from them I hope you have better results with the Ombudsman, I would hope when they see the evidence they can see what everyone else here can!

A good time now to collate all your supporting evidence into screenshots/PDFs ready for you to upload when you open your Ombudsman case. Try and draft your complaint keeping it simple and fact based referring to your supporting evidence and stating where your evidence is from.

Good luck and keep us informed!