EDF Energy Hub Not Worked For A Month

philstephen

Has anyone else noticed their smart meter Energy Hub has been providing just estimated meter readings for a large part of August and September? Figures for one or both supplies missing and only from 21 September do both appear now to be displaying? 

I spoke to their Call Centre. Known issue their end. They get customer's smart meter readings fine but the bit that turns that data into easy to use graphs etc. is having major issues. I've had one or two occasions in the past when a couple of days are missing and the Energy Hub never gets refreshed leaving customers without an accurate day by day display usage. 

Ayr_Rage

I've had over 2 years of Energy Hub issues which culminated in EDF admitting they had no idea how to fix it for me and paying a small amount of compensation.

Smart meter readings for bills have always been correct.

The issue of the missing gas data in the hub seemed to be fixed a couple of months ago and the Bright app suddenly was getting gas data whereas previously it was greyed out.

However, over the last month or so I've had similar issue to you, with data being correct and then suddenly being replaced by 2 weeks of estimated data, in the last week Energy Hub has been showing some estimates but for the last 3 days is back to being actual data.

It's always a surprise when logging in !

Netexporter

I would imagine that fixing it has low (no) priority, as they are migrating to the Kraken system.

debitcardmayhem

have you tried the bright or loop apps, they should get the same data

Swipe

debitcardmayhem said:

have you tried the bright or loop apps, they should get the same data

The new version of the Bright app now even allows you to add your own tariff in the event that your provider fails to update your meter tariff info

sully1311

philstephen said:

Has anyone else noticed their smart meter Energy Hub has been providing just estimated meter readings for a large part of August and September? Figures for one or both supplies missing and only from 21 September do both appear now to be displaying? 

I spoke to their Call Centre. Known issue their end. They get customer's smart meter readings fine but the bit that turns that data into easy to use graphs etc. is having major issues. I've had one or two occasions in the past when a couple of days are missing and the Energy Hub never gets refreshed leaving customers without an accurate day by day display usage. 

Have you transferred to the new Kraken system yet? What does your account number start with?

philstephen

Thanks to everyone for their replies. I raised a complaint with EDF who followed it up by a phone call. They say they migrated over to a new system and in his words "it didn't go quite as planned". Data is now coming through though the missing dates still have "estimate" .

I did try the setting up both of the two apps - Bright and Loop. Bright needed a bill no older than three months which I don't have. Loop wanted to verify my address with a bank or credit card. No way will I risk that. 

frostysaver

There's no realistic risk in verifying your address using a credit card with a reputable company like the Bright or Loop apps.

If you're still averse to that, at least one has a sign up route using a number from your IHD (in home device, the small display screen). Maybe the Hugo app?

MattMattMattUK

Mine did the same for four days in August, the data is showing as not available in EDF's systems, although overall totals/meter reads match up. I put it down to EDF being EDF, I will be leaving for Octopus at the end of October anyway so I am not that bothered.

Swipe

Did everyone's EDF smart meter successfully update to the new standard variable October tariff rates today? 

lohr500

Swipe said:

Did everyone's EDF smart meter successfully update to the new standard variable October tariff rates today? 

I checked ours at a few minutes past midnight and it hadn't updated. At the same time, I took a photo of the readings in anticipation of a possible billing issue due to the price changes.

But on checking again at around 8am this morning it was showing the new SC and off peak rate prices.
I will check the peak rate price tomorrow morning, once we move into the 1st peak rate phase following the price changes.

We have been on a PAYG tariff for the past three weeks or so as I calculated this was actually cheaper for us than DD. Not sure if EDF prioritise PAYG meter updates over DD payment types.

The Bright App hasn't yet updated to show the latest prices, but perhaps this is just a time lag issue in them getting data from the DCC.