Economy 7 Price hike

ispookie666

@swipe
I'm in Eastern and reluctant to switch from Octopus, their customer service seems to be next to non existent.  
I pull approx 1000KWh during Day and 2700 during Night rest all supplied by solar (relatively very high leccy user).  I suspect the day usage will go down to 600KWh due to the batteries.  This probably translates to £150.. decision time

dunstonh

Smug face in Eastern with EDF here.

However, their billing method and software is absolutely abysmal.   If all things were equal, I would run a mile from them.  But with single digit peak rates, not a chance.

edit added:  I just went to read the meter and give EDF the figures.  They had a new app and the app is showing that they have switched the day and night readings round the wrong way.    I feared this from day 1 but the old app didnt show day or night.  So, I wasnt sure until now.

I now have the near impossible task ahead to get to speak to a real person who can solve this.

Scot_39

Ouch - just the app - or are they billing  you the day 50p plus day rate on your c90% off peak iirc as well ?

EssexHebridean

Cut straight to the chase - email them photos of the meter with time details and the “R1” and “R2” showing - this seems to be about the fastest way of getting that particular error sorted in my experience. It’s also worth checking whether submitting readings though on,one account log in rather than the app is still possible. 

This has happened to us I think it’s three times now - once affecting all billing (whenSP decided our night use couldn’t possibly be right!) and twice when the rates have been transposed on a supplier’s app but not actually in the main system. It’s a pain, but if just the app then it’s not a deal breaker. I think last time it happened to me was because I used GEUK’s “scan meter” option and it made an assumption about which way round our R1 and R2 “should” be… 

ispookie666

@dunstonh This is a big problem - I have had this problem with EON Next, Octopus, and surprisingly the previous occupiers with EDF had the reading swapped and was like that for years!  

dealyboy

@dunstonh ... sorry to hear that.

Is it just a problem with the app, or have they had your registers round the wrong since you joined? ... in January from memory.

Honestly I prefer my smart meter.

[Deleted User]

Hi @dunstonh - I've always used the online chat on their website to contact EDF and that seems to work well. You have the advantage of an interactive session and can keep a transcript of the conversation if you need to refer back to it.

dunstonh

The online and previous app version didn't indicate which rate was which.   It showed the two boxes and just said 1 and 2.    When I first moved to EDF, I put the day rate in box 1 and the night rate in box 2.      Then about a week later when they showed the readings, they had swapped them over but still no indication of peak/offpeak or night/day. 

I did fear and issue and sought clarification via whatsapp to verify the rates were correct.   However, after getting past the AI, the real person didnt respond until about 6am the next day and asked questions.  I replied but person never replied back to me.

This weekend when I went to the app on my tablet (IOS), it told me to update to their new version, which I did.  And for the first time the boxes are labelled, and are the wrong way around for me.  However, I just viewed the Android app and the boxes are still not labelled.    

I emailed the complaints team at EDF on Saturday and today, they replied and are going to send it to their team to correct.   I included four photos cycling through rate 1, rate 4, date and time and the meter has a sticker showing rate 1 is day and rate 4 is night.   I also included my final reading statement from Bulb showing peak/offpeak readings.   So, that should be sufficient for them to sort out.

if they do not correct it then I will just adjust the timers, take the hit for Feb & March and  run with 17 hours of off peak in future and 7 peak (we are not circuit switched.  Our devices are timers).   They will change it though and I have to credit them with answering within 24 hours at the weekend.

dunstonh

Well, surprisingly, EDF sorted it today.     So, credit where credit is due.

dealyboy

... so back to being smug ?