Is it unreasonable to expect EDF to provide a working IHD?

lohr500

So it is now over two years since we we switched to EDF's GoElectric98 tariff and then more recently their ECO20:20 tariff.

Ever since we switched from Economy 7 the IHD has failed to work. It just sits there with a message telling us that it is awaiting data. 

Every time I have raised the matter with EDF, they have fobbed me off with responses saying it is a known problem or that I have a faulty IHD.

Two replacement IHD's have been sent out over the past two years, the most recent of which arrived yesterday. And guess what, it shows exactly the same message as the other two.

We are bombarded almost hourly with stupid adverts from Einstein telling us how we can save energy by getting a smart meter and yet in our case, a cornerstone of the campaign (the IHD) doesn't work.

I can live without an IHD and use the Bright App and a TAPO plug to see what's going on, but it really annoys me that EDF can't seem to fix a basic component within the Smart Meter infrastructure.  At least the actual electricity meter is working correctly and toggles between the peak and off-peak rates, cost at the correct time.

Rant over.

Netexporter

I imagine the problem is that the signal from the meter can't reach the IHD, either because of the distance and/or the construction of the building.

How far is it from the meter to the IHD? What is the construction of the intervening wall(s)?

debitcardmayhem

Honestly yes it is unreasonable, they are only have to support the IHD for 1 year AFAIK, and Einstein would turn in his grave if he thought he would be advertising a gimmick. It can't save you money switches/thermostats do that.Hide it in the cupboard along side other along with the other gimmicks that you and your other half have thought that will be useful.

 I need a bigger cupboard/garage.

lohr500

No problem with the IHD connecting to the meter. 
The original IHD worked perfectly when we were on an ECO7 tariff.
The IHD sits less than 2 meters from the meter and shows full signal strength.
The original and both replacements also "synced" OK with the meter and updated with the correct time of day.
Then they just sat there with a message saying "Awaiting data".

lohr500

@debitcardmayhem :  Well the previous two IHD's are shoved in the same cupboard that contains must haves like two coffee machines, a blender, a sandwich toaster, several ancient rechargeable torches (that don't anymore) and a host of other accumulated junk that probably should be taken to the recycling tip!!!! 

Like I say, I can live without a working IHD but it just bugs me that it should work and doesn't.  

ArbitraryRandom

Agreed with dbm, yes it's unreasonable. 

Customers are entitled to an IHD for the first 12 months after installation of the smart meter (not change of tariff) - and if you don't need one then all you're doing is adding to their operational costs (and our standing charges) by keeping chasing the issue... 

QrizB

From the sounds of it, there's nothing wrong with any of your three IHDs. It's that EDF haven't sent the IHD info to your smart meter.

Having been an EDF customer in the recent past, this does not surprise me, and nor does EDF's front-line CS team's failure to understand this.

dunstonh

Its a fairly widespread issue with EDF.   Mine didnt work either.  However, the unit they sent out was rubbish and I got my own third party one which is better as it displays everything I was after.  The basic ones do not.

MattMattMattUK

dunstonh said:

Its a fairly widespread issue with EDF.   Mine didnt work either.  However, the unit they sent out was rubbish and I got my own third party one which is better as it displays everything I was after.  The basic ones do not.

One of the reasons I left EDF, the IHD stopped working, I complained, they sent me another one which did not work, then a link with a way to add it, but after trying for a month to add it they finally admitted that their system for adding new IHDs no longer works and existing IHDs regularly fall off the system and they are unable to add any new ones, though they still sent me three more IHDs after that, in an attempt to "fix" me not having a working IHD. Their "plan", if you can call it that, has been that for more than two years since they broke their original IHD system is to wait for the rollout of Kraken to be complete (currently Q4 2024, but will likely slip into 2025) and then introduce a new IHD system. Hardly a satisfactory system, but a fairly good example of EDF's levels of customer service.