Shell Energy Using Different Meter Reading Method?

Tarkus2

QrizB said:

Tarkus2 said:

Thanks for the video. Only two problems. 
1. When I press 9 the first display that I get is E01 followed by a number. I do not get IMP KWH on the first press. 
2. We are on a single tariff (not economy seven). Are Shell correct in taking the reading that follows E01?
I have heard good things about Octopus Energy. I can't wait to switch to them!

You may be on a single tariff today, but at some stage since installation your meter has been used on a dual-rate tariff. That's why there's an R02 reading and why the total meter reading IMP KWH is made up from the sum of R01 plus R02.

Does pressing "6" give you R01 and R02? Or do you have completely different firmware from the meter in the video?

In practice, if you're on a single-rate tariff it doesn't matter whether Shell bill you on the IMP KWH total or on the register that's in use. What does matter is that Shell use the same readings consistently on your account.

Pressing 6 does not give me R01 or R02. I get displays saying Tariff then Variable etc. I am worried that if Shell are taking the reading after E01 then they might not be charging us for the whole usage and we might owe them a lot of money in the future. I did send them a video of what happens when I press 9 and asked them to confirm (which they did) but I am not convinced. This is all very stressful.

QrizB

Tarkus2 said:

Pressing 6 does not give me R01 or R02. I get displays saying Tariff then Variable etc.

Ah, I think I know why. Your meter is a Liberty 110, not a 100. The meter in the video is a 100.

According to Bulb the 110 has all the registers on the "9" button:

For 2 rate Liberty 100 meters:

1. Press 6 a few times until you see 'IMP R01' followed by a reading. This is usually your day (or peak) reading.
2. Press 6 again until you see 'IMP R02' followed by a reading. This is usually your night (or off-peak) reading.

For 2 rate Liberty 110 meters:

1. Press 9 on your keypad. You’ll see 'IMP R01' followed by a reading. This is usually your day (or peak) reading.
2. Press 9 again until you see 'IMP R02' followed by a reading. This is usually your night (or off-peak) reading.

If it's convenient could you step through all the readings you get when pressing "9" and share them here?

Tarkus2 said:

I am worried that if Shell are taking the reading after E01 then they might not be charging us for the whole usage and we might owe them a lot of money in the future.

Shell can only charge you for the energy you have used. On the date you switched there will have been a reading for IMP KWH, and on the date you leave there will be a reading for IMP KWH. Shell can only charge you for the change in that reading.

What I'm slightly confused about is the E01 register. I would've expected an E register to be for Export? Maybe when you go through all the "9" readings and share them it will become clearer.

nmr91

What I find confusing is why would Green be reading it one way and then after agreeing a transfer reading and billing for at least 4 months would  Shell suddenly say all the readings were estimates and that subsequent ones are invalidated. they then propose a method to sort it out and I quote 'I would suggest to dispute the initial  reading to get this resolved. We will take 2 of your reads within 7 days apart from each other to come up with the proposed OPENING  reading and amend your bills.'  Surely there must be an historical record of reading from the Smart meter from Green through to the current day they can use? 

SAC2334

QrizB said:

Tarkus2 said:

With regard to how to read my meter I have just found this on the Citizens Advice website: 

To read the meter:

1. press 9
2. wait until you see the letters ‘IMP KWH’
3. you’ll then see numbers followed by ‘KWH’ - this is your reading
4. write down the numbers from left to right
5. ignore any zeroes at the beginning and any numbers after the decimal point

This is how I have been taking readings but Shell are telling me that it is wrong.

It is wrong because you've got a meter with two registers in use. The IMP KWH value is the sum of IMP R01 and IMP R02.

Watch this video. It shows you how to press "6" and read the individual registers R01 and R02.

https://www.youtube.com/watch?v=gFeQ_y5LRrM

What she does nt show is how long  M3 read  stays on before it auto scrolls through more pointless reads on the gas meter  including gas kwh s which many  customers use messing up the readings  .I d say its quarter of a second on M 3
 .The electric meter is even worse as it rapidly scrolls through other pointless readings including Kvah which customers often take as the reading.
This awful meter is the worst smart meter  by a long way .
The meter is likely to placed in a hard to get to position near to the floor, under kitchen cupboards.
Lastly why is this the only smart meter which shows 8 digits and an almost invisible decimal point ? only 5 digits are ever needed for domestic gas and electric meters . I ve only ever seen decimal points on business meters and on solar panel meters which also get badly messed up by many customers when they send reading in .

Tarkus2

QrizB said:

Tarkus2 said:

Pressing 6 does not give me R01 or R02. I get displays saying Tariff then Variable etc.

Ah, I think I know why. Your meter is a Liberty 110, not a 100. The meter in the video is a 100.

According to Bulb the 110 has all the registers on the "9" button:

For 2 rate Liberty 100 meters:

1. Press 6 a few times until you see 'IMP R01' followed by a reading. This is usually your day (or peak) reading.
2. Press 6 again until you see 'IMP R02' followed by a reading. This is usually your night (or off-peak) reading.

For 2 rate Liberty 110 meters:

1. Press 9 on your keypad. You’ll see 'IMP R01' followed by a reading. This is usually your day (or peak) reading.
2. Press 9 again until you see 'IMP R02' followed by a reading. This is usually your night (or off-peak) reading.

If it's convenient could you step through all the readings you get when pressing "9" and share them here?

Tarkus2 said:

I am worried that if Shell are taking the reading after E01 then they might not be charging us for the whole usage and we might owe them a lot of money in the future.

Shell can only charge you for the energy you have used. On the date you switched there will have been a reading for IMP KWH, and on the date you leave there will be a reading for IMP KWH. Shell can only charge you for the change in that reading.

What I'm slightly confused about is the E01 register. I would've expected an E register to be for Export? Maybe when you go through all the "9" readings and share them it will become clearer.

The following is what when I cycle through buttons 6 and 9:
Button 6 - TARIFF, VARIABLE, ALT RATE, STCHG/DAY, DIVERSITY, E01
Button 9 - E01, IMP KWH, EXP KWH, IMP KVARH, EXP KVARH, TEST KWH, E TEST KWH
There are readings after each button 9 push. There are no readings after button 6 pushes. 

Tarkus2

Tarkus2 said:

QrizB said:

Tarkus2 said:

Pressing 6 does not give me R01 or R02. I get displays saying Tariff then Variable etc.

Ah, I think I know why. Your meter is a Liberty 110, not a 100. The meter in the video is a 100.

According to Bulb the 110 has all the registers on the "9" button:

For 2 rate Liberty 100 meters:

1. Press 6 a few times until you see 'IMP R01' followed by a reading. This is usually your day (or peak) reading.
2. Press 6 again until you see 'IMP R02' followed by a reading. This is usually your night (or off-peak) reading.

For 2 rate Liberty 110 meters:

1. Press 9 on your keypad. You’ll see 'IMP R01' followed by a reading. This is usually your day (or peak) reading.
2. Press 9 again until you see 'IMP R02' followed by a reading. This is usually your night (or off-peak) reading.

If it's convenient could you step through all the readings you get when pressing "9" and share them here?

Tarkus2 said:

I am worried that if Shell are taking the reading after E01 then they might not be charging us for the whole usage and we might owe them a lot of money in the future.

Shell can only charge you for the energy you have used. On the date you switched there will have been a reading for IMP KWH, and on the date you leave there will be a reading for IMP KWH. Shell can only charge you for the change in that reading.

What I'm slightly confused about is the E01 register. I would've expected an E register to be for Export? Maybe when you go through all the "9" readings and share them it will become clearer.

The following is what when I cycle through buttons 6 and 9:
Button 6 - TARIFF, VARIABLE, ALT RATE, STCHG/DAY, DIVERSITY, E01
Button 9 - E01, IMP KWH, EXP KWH, IMP KVARH, EXP KVARH, TEST KWH, E TEST KWH
There are readings after each button 9 push. There are no readings after button 6 pushes. 

The issue of Shell charging me for the energy used IS the big issue. They are taking the reading after E01 and the original bills were with the reading after IMP KWH. The difference in readings is about 6000 because the readings are so different! Now Shell are not answering my emails and are telling me to hurry up and agree to the readings that they have made up.

MWT

You are probably going to have to file a complaint to get their attention.

Just keep it simple, tell them that both your opening reading and your current reading use the same register on the meter and you are happy to pay for the consumption shown by the difference between those readings.

QrizB

Tarkus2 said:

The issue of Shell charging me for the energy used IS the big issue. They are taking the reading after E01 and the original bills were with the reading after IMP KWH. The difference in readings is about 6000 because the readings are so different! Now Shell are not answering my emails and are telling me to hurry up and agree to the readings that they have made up.

Shell aren't making up any readings. They are reading your smart meter and getting the same readings that you are. The problem is that until now you've been billed on IMP KWH and now Sgell are trying to bill on E01.
I know in your first post that you've sent Shell a video showing the readings. You can either keep trying to get through to a customer service rep at Shell who actually understands smart meters, or you can make a complaint:

https://www.shellenergy.co.uk/services/how-we-handle-complaints

If they don't resolve your complaint in 8 weeks you can take your complaint to the Energy Ombudsman (info at the same link).

Tarkus2

QrizB said:

Tarkus2 said:

The issue of Shell charging me for the energy used IS the big issue. They are taking the reading after E01 and the original bills were with the reading after IMP KWH. The difference in readings is about 6000 because the readings are so different! Now Shell are not answering my emails and are telling me to hurry up and agree to the readings that they have made up.

Shell aren't making up any readings. They are reading your smart meter and getting the same readings that you are. The problem is that until now you've been billed on IMP KWH and now Sgell are trying to bill on E01.
I know in your first post that you've sent Shell a video showing the readings. You can either keep trying to get through to a customer service rep at Shell who actually understands smart meters, or you can make a complaint:

https://www.shellenergy.co.uk/services/how-we-handle-complaints

If they don't resolve your complaint in 8 weeks you can take your complaint to the Energy Ombudsman (info at the same link).

This is a quote from an email that Shell sent to me: 
"So that we can supply the right opening to open your account, I've used two sets of supporting reads to calculate what your opening read should have been based on your daily usage. I've manually calculated your opening read should be 13047 from 19310 - are you happy with the proposed opening read?"
That sounds like a made up reading and not a smart reading.

MWT

Tarkus2 said:

This is a quote from an email that Shell sent to me: 
"So that we can supply the right opening to open your account, I've used two sets of supporting reads to calculate what your opening read should have been based on your daily usage. I've manually calculated your opening read should be 13047 from 19310 - are you happy with the proposed opening read?"
That sounds like a made up reading and not a smart reading.

Maybe not, compare the difference between that reading and their version of your current reading and see how that compares to the difference between your readings...

What matters is the correct consumption, so they can get there by using either register and the 'correct' opening reading for that register.