smart meter installer disconnected my storage heaters, can I ask for compensation?

mathilde

Hi everyone,

Bulb kept offering a free smart meter and I finally took them up on it.  Back in mid-March they sent someone round to install it.  Unfortunately he also disconnected my storage heaters while doing so.  (With storage heaters, they release the heat on a timer so it's not immediately evident when they stop working.)

I tried to ring to get it sorted and Bulb kept saying I needed to chase their local contractor.  Finally two engineers came out on Friday and after working for a while they said they'd fixed it all.  I noticed after they left that the smart meter was no longer working.  The storage heaters are still not working.  

I'm not even that bothered about a smart meter and I'm going to send it back to Bulb.  I know a good local electrician who could fix the heaters.  However am I right that Bulb should compensate me for these weeks without heating?  It's been below freezing so I've had to use an electric heater in the mornings and evenings to get warm.  

Robin9

mathilde said:

Hi everyone,



I'm not even that bothered about a smart meter and I'm going to send it back to Bulb.  

I think you mean the In House Display (toy) that sits in your kitchen. The Smart Meter is in an outdoor meter box or in your garage ............

How many cables come out of the bottom of that meter - 4 or 5 ?

MWT

mathilde said:

I know a good local electrician who could fix the heaters.  However am I right that Bulb should compensate me for these weeks without heating?  It's been below freezing so I've had to use an electric heater in the mornings and evenings to get warm.  

It is possible that Bulb will owe you something for all the problems but it would be good to get to the root cause first just to be clear on your claim when you make your complaint...

Photos of the meter and surrounding cabling would be a great help but you may not have enough posts yet to do that here.

Can we assume that you are currently on an E7 tariff with Bulb?

mathilde

I'd like to get to the root cause too, but if it comes down to it I'd prefer to have my old meter back.

Yes, you're right, it's the in-home display that isn't working anymore.

Yes, I'm on an E7 tariff. Unfortunately I haven't got enough posts (on the new forum) to post photos.

Part of the trouble is that Bulb keeps fobbing me off to a local team of engineers whom they've contracted. I think the engineers who've come out are unfamiliar with old fashioned storage heaters, judging from their comments when they've attended. They're not the most professional outfit either--one of them texted me later asking me out on a date. I'd just rather not deal with them anymore and get a proper electrician in.

pochase

Use a page like this to upload the photos.

Copy the link that is generated after the upload to your message as a text. People will be able to copy the text link and view the photos.

https://imgbb.com

Robin9

I would put in a written (not email) snail mail letter headed COMPLAINT to Bulb.- don't waste your time phoning.

I would also certainly complain of Sexual Harassment  - that is not acceptable.

lohr500

Firstly, find out the trading name of the local engineers. Then raise a written complaint to them about the text message you received. Totally unethical and unacceptable. Copy in Bulb's complaints team as well. Aside from the unethical behaviour, any half decent electrician should understand the workings of old fashioned storage heaters on an Economy 7 circuit, so it sounds as though they are fobbing you off as well. 

Secondly, yes, get a good electrician round to look at the set up. He/she should be able to determine how the meter has been wired in and if indeed it is providing any switching for the Economy 7 circuit that your storage heaters (and probably your hot water tank heater) should be wired into.

Is your hot water heated by electricity?

mathilde

Thanks. My hot water heater is working fine. Its electric also.

I'd rather not have anyone from the dodgy firm out at mine again. I'm thinking to just tell Bulb that I'm engaging someone else and sending them the bill.

Section62

mathilde said:

I'd rather not have anyone from the dodgy firm out at mine again. I'm thinking to just tell Bulb that I'm engaging someone else and sending them the bill.

Unlikely they will pay a bill like that.  It's very likely the work will involve doing things with the meter that only the energy companies are allowed to do (not your own private electrician).

Definitely complain about the text message - that's disgraceful and a misuse of 'data' you've provided to the energy company to provide a service.

lohr500

As well as checking the storage heater circuit, you need to ask a competent electrician to check out your water heating configuration. This should also be working on Economy 7 taking advantage of the off peak period to heat your water. If the smart meter installation company have messed up the installation, there is a risk that you may now be heating your hot water on peak rate.

Depending on the wiring setup the water heating could be configured in several different ways. Rather than trying to describe all the options here, this is why I am suggesting you get someone in to investigate.

You need the electrician to determine what, if anything, may be wrong with your storage heaters and wiring, and what the installers have screwed up when installing the new smart meter.

If the electrician concludes that your storage haters are OK and that all your problems started after the smart meter install, I would then contact Bulb seeking compensation, including any costs associated with our electrician's report.

 

Robin9

mathilde said:

Thanks. My hot water heater is working fine. Its electric also.

I'd rather not have anyone from the dodgy firm out at mine again. I'm thinking to just tell Bulb that I'm engaging someone else and sending them the bill.

Is this perhaps working on its own time switch which has times on / off the same as the E7  (eg a Horstmann) ?