How to get my supplier to set up my Economy 7 smart meter properly

Scrounger

@catwin1 you need a raise a complaint with UW.

Try and keep it brief and don't get too technical (eg "My smart meter is overcharging due to a configuration issue").  Once they start responding you can provide further details as required.

After 8 weeks you can escalate to the Energy Ombudsman if necessary.

Make sure you get fully compensated.

At least you noticed the 'fault' quickly.


Scrounger

catwin1

Phones4Chris said:

It sounds like the ALCS is switching your storage heaters etc . "correctly" (but maybe not at the right time), but whether it is 7 or 8 hours, as you say, you need to confirm. The n3rgy data will be given in GMT now even for those times that were back in the summer.

OK, thanks. The n3rgy data does seem to confirm that it's 8 hours. I've not had the courage to go check this morning (I have to go around the building and walk through 2 of my neighbours' gardens to access the meter cupboard - a bit of a hassle).

The demand side response stuff you have been reading is more connected with some of the sort of tariffs that Octopus offer. @[Deleted User] is the primary expert on those.

Phew

You say the Tariff register is empty. Is that from n3rgy? A bug I discovered is that if you selected the last 90 days and the first day was before you registered, the data can come back empty. Just select the default last date range (one day) and just tick the Tariff box.The Tariff data should then be what's on the meter.

The tariff register is empty in the meter settings (and in the n3rgy data, which makes sense).

Yes UW will use the R01 and R02 registers for billing as do many suppliers with E7 tariffs. But what is not clear is when the registers are switching and what is shown on the meter display as regards the registers being used when the ALCS switches. Are you saying the meter display (not the IHD) shows the registers switch at 00:37 & 07:37 ?

I've yet to determine that (it's tricky to get to the meter) but from the numbers I see in R01 and R02, that's what's happening. Which makes sense, as that is the day and night rate times UW have told me apply to me (with the usual 20-min or so offset to avoid overloading the network). Also, the tariff register didn't change after the auxiliary circuit came on at 23:00.

This is what will determine what is charged to each register and if it's out of sync with the ALCS, that will explain your current readings because if the ALCS switches at 2300 the first 1hr37mins of use will be charged at day rate! In warmer weather (which we've had upto now) that could be most of the storage heater charge and certainly a lot of the immersion charge.

Yes, this is what I think is happening

catwin1

I called UW again this morning, the advisor understood my issue and asked the smart meter programming team to correct it, and they said it couldn't be done on their end and I need to call an electrician... I guess they don't know how 5-port SMETS2 meters work - surprise!

At this point, I would actually call an electrician, but from my understanding, they would not be able to change the timer that starts my off-peak circuit, correct? This can only be done by programming the meter?

catwin1

Scrounger said:

@catwin1 you need a raise a complaint with UW.

Try and keep it brief and don't get too technical (eg "My smart meter is overcharging due to a configuration issue").  Once they start responding you can provide further details as required.

After 8 weeks you can escalate to the Energy Ombudsman if necessary.

Make sure you get fully compensated.

At least you noticed the 'fault' quickly.


Scrounger

Thanks! I'm now on the verge of switching to Octopus tbh... But I'm still unsure. My brain is very tired as I've been doing loads (pun intended) of research and called many different parties, to no avail...

I'd go through the process if I was certain to win, even though I suspect it will be time and energy (again, pun intended) consuming.

What do you think my chances of a favourable outcome are?

catwin1

Sorry, please ignore my previous post and see this one:

Thanks! And good point about noticing the issue quickly. I shudder at the thought of all the people who have no idea that this is going on...

I'm now on the verge of switching to Octopus tbh... especially since I can get £50 off my 1st bill if I get a referral code. But I'm still unsure. My brain is very tired as I've been doing loads (pun intended) of research and called many different parties, to no avail...

I'd go through the process if I was certain to win, even though I suspect it will be time and energy (again, pun intended) consuming.

What do you think my chances are of a favourable outcome?

And could I perhaps take this to the Ombudsman even after paying my final bill with UW and switching to a new supplier?

catwin1

My worry is that UW might say that they are not at fault as they are indeed providing me with 7 hours of cheaper electricity, and because this is an edge case, the Ombudsman might not have a clue what my rights are and what my smart meter settings would have needed to be.

Scrounger

catwin1 said:

What do you think my chances of a favourable outcome are?

100% - they are stealing your money every day by overcharging.

No harm in raising a complaint even if you ultimately end up switching.

Ensure you get a complaint reference number.


Scrounger

catwin1

Many of the people have been talking to (including Citizens Advice) have not understood the distinction between the day and night rate times and the times that my separate circuit is switched on... Why would the Ombudsman know? Will their team be more competent, better trained than Citizens Advice and UW?

[Deleted User]

The ombudsman doesn’t exactly investigate - more just reviews the evidence that you and the supplier provide to them before making a decision.

Scrounger

Sorry, I made a mistake: in my recent case it was 6 months before I noticed the fault (not living there) and then 10 weeks for EDF to fix it!

I didn't need to involve the Ombudsman as by week 8 EDF were making firm arrangements to dispatch an engineer.   By week 10 he had attended and replaced the meter.

I'm afraid its down to you to explain the issue to the to the various parties and you need to try and do that in terms that they will understand.

You could always try Rip-Off Britain if you get stuck!


Scrounger