e-on next / Gas Smart Meter Install / Incorrect usage / complaints

achauhan_2

We had a gas smart meter installed on the 11th April 2023 and between the dates of 11th April 2023 to 25th April 2023, there were no gas smart readings uploaded.

Our typical gas usage around 40 units a month but just the usage between 11th April to 25th April is a shocking 495 gas units over the 14 days. E-on next are saying this is 'correct' but how can this be correct. Our usage prior to the smart meter install was around 35-40 units per month, and even now (after we are seeing readings from the 25th April) with the smart meter our usage is around 35-40 gas units per month.

So, e-on next are saying it's correct but there is clearly an issue with the gas meter once it was installed on the 11th April to the 25th April where the usage is incorrect. They won't even respond back to us now and saying it's 'correct', nor can they provide any meter meter readings between of the install date of the 11th April to the 25th April. Either the gas install engineer has not fitted the gas smart meter correctly or the initial reading was wrong but there is something clearer wrong here.

We need some guidance on how to resolve this as I'm sorry to say that e-on next are close to useless in addressing customer complaints.

Keep_pedalling

Are you using gas for heating & hot water? If you are you would be using a lot more than 40kWh per month. The average household uses 1000kWh per month.

CSI_Yorkshire

Keep_pedalling said:

Are you using gas for heating & hot water? If you are you would be using a lot more than 40kWh per month. The average household uses 1000kWh per month.

Gas units on a bill usually refers to units on the meter - i.e. m3 or 100ft3 - not to kWh.

achauhan_2

Thank you for your responses. Yes I’m talking about units on the bills. 

Gerry1

People generically refer to units but they're ambigous and could be m3, 100ft3 or kWh.

Best to keep it simple and never mention units.

[Deleted User]

Hi,

was the meter at zero when installed, usually a sticker near meter showing reading, and what is reading now?

Gerry1

What does the yellow card next to the smart meter show for its opening reading?

Was the old meter imperial or metric?

achauhan_2

So, here is our usage on the 'old' meter:

11/04/23		14477
01/04/23	Estimate	14453
03/02/23	Manual	14260
01/01/23	Estimate	14120
07/10/22	Manual	13850

we had used 627 gas units between 7th October 2022 to 11th April 2023 during the winter months (7 months) so actually on average around 627 / 7 = 89 gas units per month during the winter.

New SMART gas meter installed on 11th April 2023 and here are the readings:

01/07/23	Smart	574
19/06/23	Smart	563
19/05/23	Smart	529
01/05/23	Smart	507
25/04/23	Smart	495
11/04/23		0

So, there is clearly an issue from the day it was installed on the 11th April 2023 to the 25th April 2023 where the usage is an incorrect 495 gas units over the 14 days and even more interesting, there are NO readings between the 11th April to the 25th April. So, according to this, we have used nearly 6 months of gas usage over the 14 days of the meter being installed which is absurd. We have also explained that the meter readings after the 25th April 2023 seem correct and are in line with our usage patterns.

e-on next are ignoring us and saying that it's correct but how can it be? 

Any ideas on how to get this resolved?

achauhan_2

frugalmacdugal said:

Hi,

was the meter at zero when installed, usually a sticker near meter showing reading, and what is reading now?

the yellow sticker says 0 but could the gas install engineer got it wrong?

achauhan_2

Gerry1 said:

What does the yellow card next to the smart meter show for its opening reading?

Was the old meter imperial or metric?

the yellow card says 0 but is there a chance the gas install engineer got it wrong? clearly there is something wrong from date of install of 11/4 to 25/4.

old gas meter is the 'yellow' type with numbers behind a glass/plastic screen in-line. 6 numbers first, then a ',' then another 3 with red lines above/below with m3 at the top of it

achauhan_2

achauhan_2 said:

Gerry1 said:

What does the yellow card next to the smart meter show for its opening reading?

Was the old meter imperial or metric?

the yellow card says 0 but is there a chance the gas install engineer got it wrong? clearly there is something wrong from date of install of 11/4 to 25/4.

old gas meter is the 'yellow' type with numbers behind a glass/plastic screen in-line. 6 numbers first, then a ',' then another 3 with red lines above/below with m3 at the top of it

New gas smart meter is a SMETS2 and seems to be reading in m3 also