EDF.....How hard is it....

despare

to get an engineer to repair/replace our meter.  When we moved into our home there was a 'SMART' Meter with an Indoor Monitor Device which worked fine for about 18months, it then stopped.. Not being familiar with, them eventually contacted EDF via phone calls & emails re obtaining a new one, replies were by almost non English speaking/writing various agents and made no sense.  Tried again some months later and hey presto a new one was sent, so we tried to get it registered following the given instructions, no joy, advised by message in instructions  contact engineer on stated phone number.  This done, advised by engineer in Sheffield area I think he said, leave plugged in and they will try to remotely connect, no joy, he put in a call for engineers,  Letter followed confirming but a different date, no problem, waited all through the given time on the date, no engineer showed up.  Several telephone calls later to various people plus emails, apology, new appointment then made, new confirmation received (twice sent out on different dates), as before one arriving the day after said appointment. So second appointment date arrived, yesterday, again no arrival of engineer, again second confirmation letter received this morning, 24hrs after appointment.  Again several phone calls, 'whatsapp' messages, and emails, official complaint made via phone agent reference number given.  on neither occasion did we received any updates as to why no engineers arrived etc.

So we are desperate to check our electricity output, but unable to unless constantly ready the meter which is is situated very low to the ground and proves difficult.

Just how hard is it for these companies to communicate with their customers, where are we calling, who are we speaking to ....just strange they know how and where to send their bills with ease.  We are both retired 'Oldies' with  mobility problems just trying to do the right thing & really sickened by these constand adverts, mentions re SMART METERS,   

Robin9

Forget Customer Service - go to :

complaintresolution@edfenergy.com

MattMattMattUK

despare said:

to get an engineer to repair/replace our meter.  When we moved into our home there was a 'SMART' Meter with an Indoor Monitor Device which worked fine for about 18months, it then stopped.. Not being familiar with, them eventually contacted EDF via phone calls & emails re obtaining a new one, replies were by almost non English speaking/writing various agents and made no sense.  Tried again some months later and hey presto a new one was sent, so we tried to get it registered following the given instructions, no joy, advised by message in instructions  contact engineer on stated phone number.  This done, advised by engineer in Sheffield area I think he said, leave plugged in and they will try to remotely connect, no joy, he put in a call for engineers,  Letter followed confirming but a different date, no problem, waited all through the given time on the date, no engineer showed up.  Several telephone calls later to various people plus emails, apology, new appointment then made, new confirmation received (twice sent out on different dates), as before one arriving the day after said appointment. So second appointment date arrived, yesterday, again no arrival of engineer, again second confirmation letter received this morning, 24hrs after appointment.  Again several phone calls, 'whatsapp' messages, and emails, official complaint made via phone agent reference number given.  on neither occasion did we received any updates as to why no engineers arrived etc.

So we are desperate to check our electricity output, but unable to unless constantly ready the meter which is is situated very low to the ground and proves difficult.

Just how hard is it for these companies to communicate with their customers, where are we calling, who are we speaking to ....just strange they know how and where to send their bills with ease.  We are both retired 'Oldies' with  mobility problems just trying to do the right thing & really sickened by these constand adverts, mentions re SMART METERS,   

Your meter is working, your IHD is not, they are obligated to have a functioning meter, they are not obligated to supply a functioning IHD. You can view your usage data online on the EDF website or in the EDF app, or you can download the Bright app for more granular data.

With regard to the IHD I have a complaint with the Ombudsman against EDF, though still waiting due to all the pointless complaints clogging up the ombudsman. The reality though is that have an issue where a bunch if IHDs were disconnected from the HANs of their relevant meters and for reasons unknown EDF are not able to enrol IHDs at the moment and have not been able to since early 2022 apart from as part of a new meter installation. Unfortunately you have no right to an IHD so you will likely get nowhere with this so the best solution is to monitor your usage online, via Bright, or at the individual appliance level via Tapo plugs. 

Mister_G

OP - As "Oldies" are you on their Priority Services Register?