SMETS2 biasing readings to day usage at 50% higher unit rate

ariarnia

JohnCPearson said:

Now I need to get the meter parameters changed back to those agreed in our fixed price contract
and to obtain a rebate.

thank you for coming back to update. this has been very informative thread as i didn't know much about how commercial supply worked (i still dont know much but a bit more than i did ) 

i hope you will come back and update how your rebate goes (and let us know if you want to sanity check/run any calculations or anything by us) 

JohnCPearson

This thread has strayed from the orginal topic but I'm posting again because of a request for an update.
I've pasting the recent mail thread with "supplier" to save me writing a synopsis.  Sorry for its length !

"Supplier" customer care responses are too casual and infrequent  for me to conclude that the change in SMETS2 programmed hours was a simple error. It's looking like I'm back to the Ombudsman at the end of Feb

At the bottom of the thread is a mail from Hildebrand stating their Bright app can now do non-domestic sites
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Update Edit on 19/2/23
I've had no response from "Customer-Care" since their mail of 31/1/23. 10 days to go before I can revert to the Ombudsman. 

BTW    SSC stands for Standard Settlement Configuration.
An SSC is employed by the Supplier Volume Allocation Agent (SVAA) System. Each SSC is related to a fixed set of Time Pattern Regime Ids that relate to Settlement Registers on the Metering System.
==============================
 From: John Pearson <johnpearsonX@XXXXX.com>
Sent: 02 February 2023 17:03
To:  Customercare<CustomerCare@XXXXX.co.uk
Subject: Fw: LimCo- Account number : XXXXXXX
 
I have not had answers to my questions in the mail threads below.
1.  Please explain the significance of a "0151"  and a "0051"
2.  Will the rectification be a recalculation of our invoices from
     installation of the SMETS2 on 17/11/2021 plus a program
     change in the meter to bill for 12 hours day and 12 hours night.
3.  Please state when rectification will take place
4. Please confirm that a reimbusement will result from the standard settlement class (SSC) change 
5.  Please state when the SSC adjustment will take place
----------------------------------------------------------
From: Customercare<CustomerCare@XXXXX.co.uk
Sent: 31 January 2023 10:41
To:  John Pearson <johnpearsonX8@XXXXX.com>
Subject: Fw: NameOfLimCo- Account number : XXXXXXX

My colleague has raised an internal ticket in order to rebill your account correctly.
Once the SSC has been amended a rebill will be sent out to you showing the altered amount. As this has been sent to our billing department I have also asked them to look to add the Energy Bill Relief Scheme at the same time.  Apologies for the time taking.
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On 23rd Jan "supplier" salesperson  rang me to request contract renewal. They stated they would raise my complaint within the organisation.

From: John Pearson <johnpearsonX@XXXXX.com>
Sent: 23rd January 2023 13:49
To: SalesPerson@XXXXXX.co.uk

Subject: Fw: : NameOfLimCo- Account number : XXXXXXX
 
Thank you for your call this am and for bravely volunteering to become involved in our issues with "your employer". 
 
1. Renewal of our electricity supply contract in April 23
i) I've removed XXX from the list of suppliers who will shortly be invited to quote for renewal because of problems we  are experiencing with XXX
ii) XXX ignored the unit prices & standing charge negotiated with sales for our fixed rate contract agreed April 2021. Initially we were charged higher rates for units & standing charge. This was only resolved with a rebate upon complaint.
iii) Despite many requests we never received a written contract .We were only able to resolve the overchanging because I took the precaution of obtaining in writing the agreed figures from sales.  These figures were never volunteered.  Despite my objection "sales" insisted that our contract had to be a verbal agreement executed over the phone. 
 
2) Meter
This was changed from a SMETS1 to a SMETS2 on 17/11/21.  Upon changing the meter XXX, without informing us, XXX changed the ratio of day to night charging hours in favour of day hours. XXXX  stated twice in writing on or before 2/8/22, and verbally,  that the charging hours were 7-7.  Bills show this to be incorrect.  Only on 4/1/23 did XXXX admit the hours programmed in the SMETS2 had changed (see mail thread below). I have made several unsuccessful requests to Customer Care for elucidation of your admission of an incorrect SSC and its rectification (see mail thread below)
 
3) EBRS
"Supplier"  has not explained why we are not in the scheme
-----------------------------------------------------------------------------
From: John Pearson <johnpearsonX@XXXXX.com>
Sent: 20 January 2023 10:36
To: Customer Care <customercare@XXXXX.co.uk>; Ops Support <Supplierrelations@XXXXX.co.uk>; metering <metering@XXXXX.co.uk>
Subject: Fw: : LimCo- Account number : XXXXXXX

1. Rectification
Thank you for your reply.  However it does not answer any of the questions in the thread below.  Please explain fully what is meant by "rectification" . 
2   Energy Bill Relief Scheme
We are a SME customer but do not benefit from EBRS relief .  Please explain why
-------------------------------
From: John Pearson <johnpearsonX@XXXXX.com>
Sent: 18 January 2023 12:20
To: customercare@XXXXX.co.uk; customerportal@XXXXXX.co.uk
Subject: Fw: : NameOfLimitedCompany- Account number : XXXXXXX
 
1. "Rectification"
Thank you for your reply.  However it does not answer any of the questions in the thread below.  Please explain "rectification". 
 
2   Energy Bill Relief Scheme
We are a SME customer. Please explain why we do not benefit from the scheme ? 
--------------------------
From: Customercare<CustomerCare@XXXXX.co.uk>
Sent: 11 January 2023 6:49
To:  johnpearsonX8@XXXXXX.com
Subject: Fw: NameOfLimCo- Account number : XXXXXXX

Thank you for your email.
This has been raised to the relative department regarding the SSC. Once there is any update you will be notified .
-----------------------------------------------------------------------------
From: John Pearson <johnpearsonX@XXXXX.com>
Sent: 10 January 2023 6:49
To: Customer Care <customercare@XXXXXXco.uk>
Subject: Fw: NameOfLimCo- Account number : XXXXXXX
 
Re Thread below
1.  Please explain the significance of a "0151"  and a "0051"
2.  Please state the nature of the rectification
3.  Please state when the rectification will be effected
4. Please confirm that a adjustment to our account will result from the Standard Settlement Class (SSC) change 
5.  Please state when such an adjustment will take place
6. Please state the basis of any such adjustment
---------- Forwarded message ---------
From: Customer Resolution <CustomerResolution@XXXXX.co.uk>
Date: Wed, Jan 4, 2023 at 1:08 PM
Subject: Fw: NameOfLimCo- Account number : XXXXXXX
To: johnpearsonX@XXXXX.com

Following our conversation today, I will outline our discussion.
I have liaised with "Supplier's" Smart Meter department on your behalf. Suppliers" Smart Meter department has identified that the incorrect SSC was associated with your account as 0151, it should be 0051. My colleague in "Suppliers" Smart Meter department has raised this issue to "Suppliers" back-office department for them to rectify it.  "Supplier's" back-office department shall now rectify the issue in due course.  For an update, please liaise directly with "Supplier's" Customer Care department, available for you on either XXXXXX option 1 or Email customercare@XXXX.co.uk
========================================
Precis of a letter of complaint to supplier sent 31/12/22. 

When XXX installed the SMETS2 in the middle of our previous contract it replaced the 7-7 hours programming with shorter houts allocated to night consumption,  These night hours may be 12:30pm - 7:30 am.  We pay circa 50% more for day consumption.

Your Sanity Sheet dated 23/3/2022 lists an EAC (Estimated Annual Consumption) for day of 4029 and of 4022 for night.   These consumption figures are echoed in your invoices prior to 17/11/21.  They reflect the equal periods allocated for day and night consumption prior to 17/11/21 

Please adjust the invoices tendered since 17/11/21 to reflect day and night consumption according to the your EACs and charging rates stated in your Sanity Sheet and provide a rebate.

=========================================
And from Hildebrand & Glowmarkt Support <info@hildebrand.co.uk>
Sent 11/2/23

Good news! We've had approval from our regulator to support non-domestic sites so we can get you onto our Bright App. We can't re-use the submission you made back in December as that bill is now too old - can you submit again using one from within the last three months please and we'll get that processed.
Could you please submit the data from the bill via the Settings / Consent & meter management area of Bright - tap the '+ on the right.