20Mar23. Help me switch SEG from EDF.

Grangewood

I have two complaints.

1. I had an email from EDF, 13/12/22 saying, “Thanks for choosing EDF Energy as your Smart Export Guarantee Licensee and for completing our online application form.”, It’s now March and I still haven’t been reimbursed for the energy exported to EDF and that I’ve claimed for. I want to be paid for that. It’s a way of reducing my overall energy cost.
2. Their, "refusal to pay", email requested, “Any additional information deemed relevant – this may offer further explanation as to why your installation has produced this result: e.g. an installation outage occurred.”. I interpret this as meaning that my new smart meter is reading high, which in turn means that I am being overcharged for imported electricity. I want the meter checked for accuracy. 

I have sent several photos of the smart meter to the SEG Team showing Export readings and marked “COMPLAINT”, but they have not had the decency to acknowledge receipt, nor have they acted on it. I don't understand why they want photos of SmartMeter Export readings, when they can get them on-line. Previous to this I have been quite satisfied with the service I’ve received from EDF, but that's all been import related

Am I right in thinking they have no intention of accepting my Export and that my best option is to find another company? Do I have to cancel the SEG with EDF first? .

[Deleted User]

Grangewood said:

I have two complaints.

1. I had an email from EDF, 13/12/22 saying, “Thanks for choosing EDF Energy as your Smart Export Guarantee Licensee and for completing our online application form.”, It’s now March and I still haven’t been reimbursed for the energy exported to EDF and that I’ve claimed for. I want to be paid for that. It’s a way of reducing my overall energy cost.
2. Their, "refusal to pay", email requested, “Any additional information deemed relevant – this may offer further explanation as to why your installation has produced this result: e.g. an installation outage occurred.”. I interpret this as meaning that my new smart meter is reading high, which in turn means that I am being overcharged for imported electricity. I want the meter checked for accuracy. 

I have sent several photos of the smart meter to the SEG Team showing Export readings and marked “COMPLAINT”, but they have not had the decency to acknowledge receipt, nor have they acted on it. I don't understand why they want photos of SmartMeter Export readings, when they can get them on-line. Previous to this I have been quite satisfied with the service I’ve received from EDF, but that's all been import related

Am I right in thinking they have no intention of accepting my Export and that my best option is to find another company? Do I have to cancel the SEG with EDF first? .

Contact smart.help@octopus.energy and ask the question.

Smart meters are complex beasts. A year or so ago there was an issue with Kaifa meters where the supplier could retrieve import data but not export. This went on for 7 months during which time Kaifa rolled out 3 firmware upgrades.

When it set up your export account, I assume that EDF asked to see your MCS Certificate and DNO approval for your installation? Without the latter, it couldn’t apply to the DNO for an export MPAN for your meter.

Grangewood

Dolor, thanks for the prompt reply and advice. On 25Dec22 I emailed EDF asking if they required any more documentation from me. They replied, "I can confirm that we have received your completed application and have all the relevant information that we require to proceed with this.We will now register your export MPAN. Your export MPAN is a unique reference number that is attached to your Smart Meter and allows us to measure the amount of energy you export back to the grid."

I will follow your advice and contact Octopus unless I hear from EDF first.

Grangewood

I have had an email from EDF saying that they have accepted my submitted written reading which they confirmed with the photos I sent at their request, so I will not be taking the complaint any further, but I would still like them to be clearer. For example, they asked me for a photo of the meter showing the Export reading and the meter serial number. There are 5 or 6 numbers and bar codes on the meter none of which has "S/N" before it, so which is the serial number? Also, finding the LCD display showing export kwh has never been explained to me. I had to be self taught and take the photo quickly before it changed to the default display.

MattMattMattUK

Grangewood said:

I have had an email from EDF saying that they have accepted my submitted written reading which they confirmed with the photos I sent at their request, so I will not be taking the complaint any further, but I would still like them to be clearer. For example, they asked me for a photo of the meter showing the Export reading and the meter serial number. There are 5 or 6 numbers and bar codes on the meter none of which has "S/N" before it, so which is the serial number? Also, finding the LCD display showing export kwh has never been explained to me. I had to be self taught and take the photo quickly before it changed to the default display.

Just send them a picture of the whole of the front of the meter in one image. 

Grangewood

3MsUK. Thanks, but that's what I've been doing. Several times. Didn't I read, "Get a SmartMeter, no more customer meter readings."? Perhaps EDF could engage a professional photographer to do the readings and submit the photos on-line.

They have started to talk to me again, Which is good, so thanks for the suggestions and I'll leave it at that.
Goodbye. .

MattMattMattUK

Grangewood said:

3MsUK. Thanks, but that's what I've been doing. Several times. Didn't I read, "Get a SmartMeter, no more customer meter readings."? Perhaps EDF could engage a professional photographer to do the readings and submit the photos on-line.

You might have read that, but there are occasionally issues, sometimes seemingly randomly, most often because the meter was not configured correctly in the first place when installed. The energy providers (EDF in this case) do not have direct access to the meter, they go through the DCC and sometimes that means that the quickest way to resolve the consumer facing side of the issue if for the consumer to send in an image whilst they wait for the DCC to resolve the network issue behind the scenes. 

Grangewood said:

They have started to talk to me again, Which is good, so thanks for the suggestions and I'll leave it at that.
Goodbye. .

Good luck, I hope you get it resolved.