EDF Energy Hub - Broken?

Wondering if anyone has had the same problem as me and if they have managed to speak to someone at EDF about it. With me they’ve been completely useless so far

I joined EDF about 14 months ago. I have been using their energy hub a lot since then to closely monitor our usage and it’s been useful (if not a bit patchy). One the last few weeks, to seems to have completely hit the skids, with no info going back more than a few weeks. Gas consumption is completely absent

Coming into the winter this is a really bad time for this to happen, with no way of comparing our consumption from last year to this year etc. 

Just wondering if anyone else is having the same problem and has any other ideas/work rounds? 

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  • Wondering if anyone has had the same problem as me and if they have managed to speak to someone at EDF about it. With me they’ve been completely useless so far

    I joined EDF about 14 months ago. I have been using their energy hub a lot since then to closely monitor our usage and it’s been useful (if not a bit patchy). One the last few weeks, to seems to have completely hit the skids, with no info going back more than a few weeks. Gas consumption is completely absent

    Coming into the winter this is a really bad time for this to happen, with no way of comparing our consumption from last year to this year etc. 

    Just wondering if anyone else is having the same problem and has any other ideas/work rounds? 

    EDF are currently migrating billing platforms, there will likely be issues whilst users are in transmission, you will have to wait until the migration to Kraken has been completed for the batch of users you are part of. 
  • dealyboy
    dealyboy Posts: 1,683
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    Hi Will ... @MattMattMattUK makes fair comment. I am still on the 67... system and have experienced 4 days absence of figures in the middle of recent months.

    I just wanted to add that it may not have been noticed but the Energy Hub appears to be 30 minutes or one read out on it's histogram at 1-hour granularity (electricity usage) ... e.g. a bar showing 07:00 - 08:00 is actually aggregating data from 06:30-07:00 and 07:00-07:30.

    I have downloaded a sample day's 30 minute reads from both the Energy Hub and n3rgy, they are the same, so ...
    2023-11-04 06:00,"0.426",
    2023-11-04 06:30,"0.498"
    2023-11-04 07:00,"0.576"
    2023-11-04 07:30,"0.032"
    2023-11-04 08:00,"0.015"
    usage shows as 0.61kWh rather than 0.05kWh for 07:00 - 08:00. My E7 time is 00:00 - 07:00 GMT hence the change of usage at 07:00.

    I have reported it to EDF's IT team.
  • Xs500
    Xs500 Posts: 16
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    My EDF Energy Hub bar charts show some days with a rounded top bar and others with a straight top bar What is the significance of this.
    Also, in recent months there are many days where the charts show I've used no power, obviously not true, and invalidating any usefulness Energy Hub may have. Anyone else experiencing this?
  • dealyboy
    dealyboy Posts: 1,683
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    @Xs500 said:
    My EDF Energy Hub bar charts show some days with a rounded top bar and others with a straight top bar What is the significance of this.
    Also, in recent months there are many days where the charts show I've used no power, obviously not true, and invalidating any usefulness Energy Hub may have. Anyone else experiencing this?
    No ... All the bars that I've ever seen have rounded tops, whether pending or actual, neither have I seen gaps.

    I can only guess that there is an intermittent comms problem to the DCC, what do EDF say?
  • PeterGr
    PeterGr Posts: 258
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    edited 4 December 2023 at 3:26PM
    Only some electricity data is showing in my Energy Hub, No gas data - but the website has been showing the following message from mid November.    "We are aware of a data issue preventing some customers from viewing gas information, and we are working on a fix"
    Also the monthly data from December 2022 isn't the same as the monthly kWh data prior to the change in billing platform.  A few days missing data from 6 months in 2023.  Hoping it will correct itself now that I've had first monthly bill.

    ....oh, and all the bar charts now have rounded tops.
  • dealyboy
    dealyboy Posts: 1,683
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    Ah! Do you think this might be a symptom of Kraken, the new billing system then? I presume your account number has changed to A-???????, I haven't been migrated yet, my account number being 6????????.

    I've read that it takes the new system maybe a week or two to 'bed down' as it were.
  • jvjack
    jvjack Posts: 293
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    Same here. Had no gas readings in energy hub since 21 nov but last 2 days now showing. Nothing in between has been updated and My In home display packed in for close to same period for both gas and electric then started working again at same time as energy hub returned giving readings. Maybe coincidence don't know.
  • dunstonh
    dunstonh Posts: 115,647
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    They sent out an email not too long ago saying that some people may be missing data on energy hub and gas it not being seen at all.     Also, when you first move to Kraken, the data goes missing for a period during the and just after the changeover.   Effectively, the move to Kraken is treated as if you are moving supplier.


    I am an Independent Financial Adviser (IFA). The comments I make are just my opinion and are for discussion purposes only. They are not financial advice and you should not treat them as such. If you feel an area discussed may be relevant to you, then please seek advice from an Independent Financial Adviser local to you.
  • My Energy Hub is Electricity only (E7 Smart Meter). The bars have very slightly rounded corners. It's never been any different. I've got no gaps in the data, it's all present.

    Well, well, well. As I was typing my reply, I logged into My Account to check something on the Hub to find I no longer have an Energy Hub. I now have "Energy Graphs" this has changed in the last 24hrs.

    These "new" Energy Graphs seem to representing the same usage data as the Hub but with some extras.
    You can select to view a graph of usage for a Day, Month, Quarter or Year. On the month view you can select to display Energy Usage (kWh) or Spend (£). The others are just kWh.

    You can get the detail of an individual bar by moving the mouse onto the bar and Left clicking. Because I'm on E7 it's showing the usage split peak (day) and off-peak (night).
    On the Day choice, scroll further down the page and it displays the % of Energy usage for the selected day over 4 six hour periods of the day (0000-0559, 0600-1159, 1200-1759, & 1800-2359).
    On the Year choice, selecting (clicking) a month bar, it shows "No data available" even though the bar height appears to correctly represent the months Energy Usage. So whether this is still work in progress, who knows.
    How useful all this will be remains to be seen, for me, not a lot perhaps.

    However
    dealyboy said:
    Hi Will ... @MattMattMattUK makes fair comment. I am still on the 67... system and have experienced 4 days absence of figures in the middle of recent months.

    I just wanted to add that it may not have been noticed but the Energy Hub appears to be 30 minutes or one read out on it's histogram at 1-hour granularity (electricity usage) ... e.g. a bar showing 07:00 - 08:00 is actually aggregating data from 06:30-07:00 and 07:00-07:30.

    I have downloaded a sample day's 30 minute reads from both the Energy Hub and n3rgy, they are the same, so ...
    2023-11-04 06:00,"0.426",
    2023-11-04 06:30,"0.498"
    2023-11-04 07:00,"0.576"
    2023-11-04 07:30,"0.032"
    2023-11-04 08:00,"0.015"
    usage shows as 0.61kWh rather than 0.05kWh for 07:00 - 08:00. My E7 time is 00:00 - 07:00 GMT hence the change of usage at 07:00.

    I have reported it to EDF's IT team.
    I knew the Hub (and also these new Graphs) were a one hour amalgamation of the 2 1/2hr slots, BUT I'd also noticed the graphs are effectively a half hour out as noted by @dealyboy.

    Please tell me how did you report this to the IT team? I'd like to do the same, as well as pick up on some other things.
  • dealyboy
    dealyboy Posts: 1,683
    First Post Photogenic Name Dropper First Anniversary
    Forumite
    My Energy Hub is Electricity only (E7 Smart Meter). The bars have very slightly rounded corners. It's never been any different. I've got no gaps in the data, it's all present.

    Well, well, well. As I was typing my reply, I logged into My Account to check something on the Hub to find I no longer have an Energy Hub. I now have "Energy Graphs" this has changed in the last 24hrs.

    These "new" Energy Graphs seem to representing the same usage data as the Hub but with some extras.
    You can select to view a graph of usage for a Day, Month, Quarter or Year. On the month view you can select to display Energy Usage (kWh) or Spend (£). The others are just kWh.

    You can get the detail of an individual bar by moving the mouse onto the bar and Left clicking. Because I'm on E7 it's showing the usage split peak (day) and off-peak (night).
    On the Day choice, scroll further down the page and it displays the % of Energy usage for the selected day over 4 six hour periods of the day (0000-0559, 0600-1159, 1200-1759, & 1800-2359).
    On the Year choice, selecting (clicking) a month bar, it shows "No data available" even though the bar height appears to correctly represent the months Energy Usage. So whether this is still work in progress, who knows.
    How useful all this will be remains to be seen, for me, not a lot perhaps.

    However
    dealyboy said:
    Hi Will ... @MattMattMattUK makes fair comment. I am still on the 67... system and have experienced 4 days absence of figures in the middle of recent months.

    I just wanted to add that it may not have been noticed but the Energy Hub appears to be 30 minutes or one read out on it's histogram at 1-hour granularity (electricity usage) ... e.g. a bar showing 07:00 - 08:00 is actually aggregating data from 06:30-07:00 and 07:00-07:30.

    I have downloaded a sample day's 30 minute reads from both the Energy Hub and n3rgy, they are the same, so ...
    2023-11-04 06:00,"0.426",
    2023-11-04 06:30,"0.498"
    2023-11-04 07:00,"0.576"
    2023-11-04 07:30,"0.032"
    2023-11-04 08:00,"0.015"
    usage shows as 0.61kWh rather than 0.05kWh for 07:00 - 08:00. My E7 time is 00:00 - 07:00 GMT hence the change of usage at 07:00.

    I have reported it to EDF's IT team.
    I knew the Hub (and also these new Graphs) were a one hour amalgamation of the 2 1/2hr slots, BUT I'd also noticed the graphs are effectively a half hour out as noted by @dealyboy.

    Please tell me how did you report this to the IT team? I'd like to do the same, as well as pick up on some other things.
    Hi Chris ... interesting information.

    I still have the old 'Energy Hub' presumably because I'm still on the old billing system and you are on Kraken.

    As far as the IT/data issue is concerned I'm afraid I fell into a bear trap about three weeks ago after I had failed to receive a call-back from the IT team. The issue was raised as a complaint by a customer adviser, unfortunately she doesn't understand the problem but does know that I need to be patient whilst she forwards my e-mails to the IT team to which she has had no answer. She will not escalate and the EDF CS process prevents me from speaking to a manager referring me to this customer service person. So no progress after four weeks.

    I have provided evidence of the data used by the Energy Hub and that obtained by n3rgy. I have also provided screenshots of the histogram and that from the Bright app (correctly) for the same date and granularity. I have pointed out that this will most likely affect all users of the Energy Hub but will be most notable at the hour level of detail and most noticed by E7 tariff holders and 'Beat the Peak' participants. It doesn't affect my billing and my smart meter is working perfectly, however I don't know whether 'Beat the Peak' participants will have their correct usage measured.

    The problem could be either a software one interpreting a data row timestamp as that for the start of the half-hour rather than the end, or a data one. EDF's day's half-hour data starts with the 00:00 row (previous day's 23:30-00:00 datum), whereas n3rgy's starts with the 00:30 row, so if the GUI just 'throws' the 48 rows (as in a spreadsheet) it will produce the erroneous results.

    The stupid thing is I've been trying to help EDF, it doesn't affect me.
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