Wanting to upgrade to 2nd generation smart meter - EDF not responding

Loopy776

Good morning, I am hoping for some help please,

I've been with EDF for countless years and on a 1st generation smart meter which stopped the in house display working at least 2 years ago after they did a software update. I kept being told I have to wait for upgrade.

My fixed term rate runs out 31st May so I have been trying to make contact with EDF to plea for an upgrade so I can track my usage (bill is going up by at least £100 a month).

I put a formal complaint in and I had a response "we will send you a new in house display" which they did and which I told them was not the answer to the problem. They ignored my reply (even though they asked for me to reply to confirm I had received it)

I then put a new complaint in linking the previous complaint emails and showing proof in house display is not accurate.  No response. Its been well over 10 working days as per their automated response.

So my 2 questions are 1) can you upgrade to 2nd generation or do you have to wait and 2) how do you escalate complaints that are not responded to?

Thank you!

[Deleted User]

Suppliers are not permitted to replace working smart meters. If your IHD is working but showing an incorrect cost then the tariff information in your gas and electricity meters needs to be updated by the supplier.

Firmware updates for the components in the smart meter system are not the responsibility of suppliers. The DCC is responsible for communications and individual device and meter manufacturers look after the firmware for their own devices.