Energy provider responsibility for smart meter functionaity

QrizB

Dave_5150 said:

Any ideas on how I should proceed please? It has now been almost six months since any data from either of my smart meters has reached my energy provider or any 3rd party apps.

So, objectively, this is mildly inconvenient but you're no worse off than you were before you had smart meters fitted.

Dave_5150 said:

However today I received a response to my "complaint" which states they can not say what action they will take or provide a timescale, and as I won't accept that we are now at deadlock and I need to take the matter to the Ombudsman.

Did you ever take your deadlock letter to the Ombudsman? If you did, it's not mentioned in this thread.

Dave_5150 said:

I will have to take action as although I have provided readings on the last day of each month as requested they are using random readings instead to generate my bill.

Did you manage to resolve this? Are you being billed accurately? If not, you might need to raise a second complaint with UW.

Sadly, UW are not so much a utility company as a multi-level marketing scheme bordering on a cult, and their customer support is frequently lambasted on this forum.

Dave_5150

Pat38493 said:

Can you not just change providers and hope that the new provider is more prepared to take action?

I'm not convinced it is something the provider can influence unfortunately. Anyway I've referred it to the Energy Ombudsman now to see if they can perhaps help get the right action from the right people (DCC).

Dave_5150

QrizB said:

Dave_5150 said:

Any ideas on how I should proceed please? It has now been almost six months since any data from either of my smart meters has reached my energy provider or any 3rd party apps.

So, objectively, this is mildly inconvenient but you're no worse off than you were before you had smart meters fitted. - Having hourly data via an app was really useful in making good decisions about energy usage last winter. I can't make similiarly well informed decisions now as I don't have the data.

Dave_5150 said:

However today I received a response to my "complaint" which states they can not say what action they will take or provide a timescale, and as I won't accept that we are now at deadlock and I need to take the matter to the Ombudsman.

Did you ever take your deadlock letter to the Ombudsman? If you did, it's not mentioned in this thread. - I waited for the 12 weeks they quoted for the power cyce they requested to pass first and I involved the Ombudsman today. I don't realy expect much from them as it requires action from DCC not the supplier.

Dave_5150 said:

I will have to take action as although I have provided readings on the last day of each month as requested they are using random readings instead to generate my bill.

Did you manage to resolve this? Are you being billed accurately? If not, you might need to raise a second complaint with UW. - yes 

Sadly, UW are not so much a utility company as a multi-level marketing scheme bordering on a cult, and their customer support is frequently lambasted on this forum. - I hadn't had any issues during my ten years with them  until my meters disconected from the data centre 23 weeks ago.

Answers above in bold

[Deleted User]

Dave_5150 said:

Pat38493 said:

Can you not just change providers and hope that the new provider is more prepared to take action?

I'm not convinced it is something the provider can influence unfortunately. Anyway I've referred it to the Energy Ombudsman now to see if they can perhaps help get the right action from the right people (DCC).

What is needed in the first instance is an engineer visit to carry out a hard reset of the comms hub. This is the supplier’s responsibility. However, if it is a software issue with the comms hub then there are no rules as how long the hub manufacturer has to resolve the issue. The DCC is not subject to the Energy Ombudsman process.