Smart Meter guy didn’t turn up

coconutcurls

@Strummer22 good luck! have you had any trouble using energy vouchers to top up your meter?

coconutcurls

Wow, I received a reply to my email less than 24hs it was sent:

Thank you for your email dated 05 January 2023. 

I can understand your concern regarding the appointment however, I would like to inform you that we are unable to locate the account with this address which you have provided to us.I would request you to please provide us Mpan no/ Meter serial number(access the meter if you feel safe to do), so we can validate and help you with the query.

I have replied with a photo of my meter where the Mpan number and serial number can be seen and two screenshots of my EDF account with my full name / address  / account number etc

I wonder if the engineer was given my old address and showed up there? My old account in my previous address is still showing online albeit as CLOSED. And I requested a smart meter from my new account at my new address of course. I have to switch between accounts to see them both - they are different numbers / different accounts - the only common link is my name and phone number. 

Strummer22

coconutcurls said:

@Strummer22 good luck! have you had any trouble using energy vouchers to top up your meter?

I'm not on prepayment so that's not an issue for me. However, I am supposed to be on a time-of-use tariff and can't get the benefit of cheap off-peak energy until the smart meter is installed.

coconutcurls

Ah! I have then remembered that I received a letter from EDF with my new top up card for my new smart meter ahead of the installation - it does not have the installation date I booked but it is proof that an installation was booked - they must have a record of why the installation did not take place? 

I emailed a photo of the letter too.

I am now excited to get to the bottom of it regardless of compensation  - out of pure curiosity.

ariarnia

good to start the year with a mystery

it might be overkill but is it worth sending them a picture of the booking screen (to show that they might not be able to find your address but you can book an installation for the address on there system?)

coconutcurls

And I found it!

Here is the letter - obviously already sent to EDF - the non cropped version shows my name and my address of course - the same address they can not find on their system!

Glad to know I’m not going crazy and imagining things in my head! 

@ariarnia I like that idea too and sure will make sure to do it too! 

jvjack

Cool.  On the letter has it got an account number
Edit  was just wondering if it's the old account number  with new address that they hadnt updated or something.

coconutcurls

jvjack said:

Cool.  On the letter has it got an account number
Edit  was just wondering if it's the old account number  with new address that they hadnt updated or something.

it is the new account number for the correct address

coconutcurls

Update.

Received the following response tonight:

"Thank you for your Email dated 6th January 2023Having checked I am really sorry to inform you that your last appointment for installing smart meter was cancelled due to no available resources.Please do not worry, I have now raised an investigation with our relevant team and they will add £30.00 compensation in your account. Also, they will reschedule your appointment accordingly."

 Obviously I already replied quoting EDF's T&Cs again and reminding them that it is actually £60 that is supposed to be credited in my account since they failed to credit £30 within 10 days.

jvjack

Nice one.
"Glad to know I’m not going crazy and imagining things in my head! "