Economy 10 - EDF

brigettejb

This sounds very interesting- we have been trying to tell them since the change to smart meter that the timings are not aligned but they don’t seem to communicate with each other and every time it is repeating the issue and doing a creep test. I feel my next option will be the ombudsman as you say . Our bill has gone from £200 /mth to over £400!!

Scot_39

See this post and some of the issues - her example isnt necessarily the same - but the basic underlying fault on your billing could be - mismatched meter timing parameters

You might want to scan some of the issues Rosie1001 had with edf CS - and the hoops she was having to jump through - asthey seemed unable at one level to understand smart meter multirate tariff operation themselves - and specific to her case wording - but it could well explain your problem if those two meter data sets mismatched.

https://forums.moneysavingexpert.com/discussion/comment/81382782/#Comment_81382782

But it shows the problems with EDF CS she was having trying to get the point / fault over to them.

In end Rosie1001 even gathered evidence of meter tariff rates and contactors to prove the mismatch. Something arguably no user should really have to do.
But you might find it helpful to do so  - as evidence for complaint / compensation claim / Ombudsman.

Some meters make it easier to diagnose that sort of parameterisation error even just on the home screen - what meter make / model do you have ?

Rosie1001

Hi 

as others have said , I’ve been in your situation 

My advice … leave Edf as soon as possible 

octopus customer service is fab , and when I have had an issue , it’s sorted very quickly 

I pay 9p for my off peak 

I was worried that I wouldn’t get enough off peak to keep my old style heaters warm , but it’s more than enough 

the afternoon one hour boost makes a big difference as well 

you can’t go on snug when you go over to octopus though , they will put you on economy 7 then once you are up and running with them , you just change to snug 

the app is fab , unlike Edf , and you can check your usage and costings as much as you want , I check mine daily to ensure everything working well 

my bills have actually gone down with octopus by quite a lot , so its a win win for me 

I had an actual nightmare with Edf , and after approx 8 months I couldn’t take anymore , it just wore me down , I had complaints in and they just fobbed me off , and it’s worse now as the customer service is not based here , you might get lucky and find someone who knows what they are doing , but most unfortunately are reading from a script, not their fault , Edf lack of training for them etc is the downfall of the call centre 

but since changing to snug , I just check once a day and get on with my day , knowing all is working well 

PZ19

I have exactly the same problems with EdF. Changed to smart meter in June cos they told me no other option.  I haven’t been charged for my heat/water circuit since then.  Only a couple of months ago they finally got the smart meter to send the peak and off peak normal circuit readings.  Last week they reversed out the bills since June aswell on the account.  They are clueless.  Currently with the ombudsman.  Same as been mentioned the ALCS and tariff timings don’t match despite telling them numerous times, but them not doing a damn thing about it.  I do know I am now getting E7 not E10, but as I have the separate circuit for storage heat and water, it’s stopping me from having the large bills you seem to be getting.  Incompetent doesn’t begin to cover it.  I did get a standard email from them last week saying that they have a clear path forward for the type of meter I have and that they think the meter is recording my usage correctly.  Obviously I am more than happy if they think that.  Free water and heat, perfect 🤣

as an aside earlier on in my complaint (Sept) they did tell me there were about 1,200 customers affected by these issues and would have a fix in 4-5 weeks.  That was 4 months ago!

Swipe

PZ19 said:

I have exactly the same problems with EdF. Changed to smart meter in June cos they told me no other option.  I haven’t been charged for my heat/water circuit since then.  

Nothing is free. They might not be billing you currently, but the meter will still be recording the usage and they will catch up with you eventually down the line. 

PZ19

Swipe said:

PZ19 said:

I have exactly the same problems with EdF. Changed to smart meter in June cos they told me no other option.  I haven’t been charged for my heat/water circuit since then.  

Nothing is free. They might not be billing you currently, but the meter will still be recording the usage and they will catch up with you eventually down the line. 

I know I was being facetious.  They have my money anyway but they’ve agreed compensation will be paid once it’s sorted, so likely be small amount owedIf it goes over year though, back billing is an issue..I know exactly to the penny what my bills should be, I take daily readings of the meter

Scot_39

PZ19 said:

I have exactly the same problems with EdF. Changed to smart meter in June cos they told me no other option.  I haven’t been charged for my heat/water circuit since then.  Only a couple of months ago they finally got the smart meter to send the peak and off peak normal circuit readings.  Last week they reversed out the bills since June aswell on the account.  They are clueless.  Currently with the ombudsman.  Same as been mentioned the ALCS and tariff timings don’t match despite telling them numerous times, but them not doing a damn thing about it.  I do know I am now getting E7 not E10, but as I have the separate circuit for storage heat and water, it’s stopping me from having the large bills you seem to be getting.  Incompetent doesn’t begin to cover it.  I did get a standard email from them last week saying that they have a clear path forward for the type of meter I have and that they think the meter is recording my usage correctly.  Obviously I am more than happy if they think that.  Free water and heat, perfect 🤣

as an aside earlier on in my complaint (Sept) they did tell me there were about 1,200 customers affected by these issues and would have a fix in 4-5 weeks.  That was 4 months ago!

Off topic sorry brigettjb

@PZ19 - I wonder if that suspect 1200 customer numbers are those like yourself who were fitted with twin element smart meters (the 1422) - which might not be the case for the OP here.

Given their appears to have been a series of failures to configure your meter - when last read your posts iirc still the secondary usage at peak incorrectly incrementing and off peak correctly - they could I suppose have tried to add both and bill you at E10 off-peak - of course.  But if they have said free in writing - they should hopefully honor that. (Is secondary peak register still incrementing - or have they fixed it ?)

But EDF appear to not even get it right for single element meters - in the case of @Rosie1001 - and a few others as there were other posts from those who were receiving emails in late June / early July telling them they were no longer offering E10 - it seems to have been wider confusion internally than just the meter setpoints.  So I wonder how many more standard E10 smart meters were sent E7 but not E7 ALCS - like Rosie1001 on Apr 1st.

[Curiously I did see a post the other day - where the Ombudsman has recommended a 7 port meter to replicate an old RTS split wiring / tariff system - I must find it again - and see if the forumite gets back once fitted.  I hope their supplier can work out how to deal with the complexity.]

But now their appears to be at least a fixed (if not still a variable tariff ??) on E10 available to @brigettejb (something which EOn / EOn Next have never offered me since kicking me off Heatwise RTS on E10 years ago - only ever variable).

PZ19

https://forums.moneysavingexpert.com/discussion/comment/81855330#Comment_81855330

EDF have finally billed me, and are charging me a Standard Variable Heating tariff..27.88p day and night. 15.75p Heat. 49.33p Standing Charge. I’ll comment further in the thread I used previously

Scot_39

https://forums.moneysavingexpert.com/discussion/comment/81868167#Comment_81868167

That doesn't seem so far from current single rate on the primary day / night - but of course thats been drifting up with the last couple of caps - certainly looks as if comes with no significant e7 style premium - and a decent e7'sh level on the restricted / heat I guess.

In fact looking at

https://www.edfenergy.com/sites/default/files/2025-11/DM1903-STANDARD-VARIABLE-DEEMED-AND-WELCOME-JAN26-RATES.pdf

Look a bit like their current Eastern DD SR 27.883 and SC 49.329p - and for the heat - Eastern E7 off peak 15.752p

(The normal E7 would be charging you 34.447p on the day rate).

Not maybe the cheapest you could get as a heating rate - but without the premium on the day rate - doesnt seem a disaster.

Phones4Chris

https://forums.moneysavingexpert.com/discussion/comment/81847539#Comment_81847539

@brigettejb YES. Follow EDF Complaints procedure and raise a FORMAL COMPLAINT, that should get the attention of more senior staff rather than the lack lustre front line staff. If you aren't getting sensible and correct response to fix the problem, after 8 weeks you can go to the Ombudsman. OR if you are given a load of BS before then, in the interim, ask for a DEADLOCK letter, you can then go straight to the ombudsman.

@stephem If you are communicating with EDF about the problem and not getting a satisfactory response, do the same.