EDF - smart meter and energy hub problems

Pantile1

I own a house which has been vacant since March 2023 and is in the process of being sold, contracts signed but no completion date yet.  I have been with EDF since the house was vacated by the previous tenant who had smart meters installed and also used EDF.  Everything was going well until mid November 2023 with bills being shown as smart meter readings and I could view the daily usage (which was mainly just standing charges) on the Energy Hub.  From mid November the facility to use the Energy Hub disappeared and EDF keep using estimated readings  and I have had to start sending in manual readings.to prevent them charging me a direct debit of £130 per month instead of the rough amount of £1 a day standing charges.

Does this problem indicate that the smart meters have stopped working correctly and should I inform EDF accordingly?   I have contacted them by email and received a reply saying that they are changing to a new computer system (using Octopus model) and it would take 4 days - that was over 4 weeks ago.  I find the whole thing very frustrating and I want it sorted before the exchange of contracts takes place.

QrizB

Taking a cynical perspective, once the property is sold it won't be your problem any more.

There are various things that might've gone wrong and, from my experience, it might take EDF several months to not fix it.

EDF fitted my smart meters. Within two months the gas meter stopped reporting. I reported it to EDF but when they didn't taken any noticeable action for six months I switched to Octopus. Octopus were a little more proactive but it still took a few more months for them to try all the remote otions and then send out a technician to replace it.

Spoonie_Turtle

The main thing you need to do is make sure you send readings for the last day you are responsible for the property.  Then you can get an accurate bill for the usage during the time it was your responsibility, which is more important than getting the smart communication sorted.

dunstonh

Does this problem indicate that the smart meters have stopped working correctly and should I inform EDF accordingly? 

It could mean you have switched to Kraken and are in the changeover period.    The energy hub stops working during the switchover and takes a period to come back online again.

Pantile1

dunstonh said:

Does this problem indicate that the smart meters have stopped working correctly and should I inform EDF accordingly? 

It could mean you have switched to Kraken and are in the changeover period.    The energy hub stops working during the switchover and takes a period to come back online again.

Thank you dunstonh - I knew EDF were changing to a new system and thought the problem was linked to that but I didn't know the information about Kraken.  I will certainly have a look at that in more detail.  

Pantile1

Just an update - I sent a firmly worded email to EDF with regard to the meter situation and after a few days received a reply to say they would look into it and do a meter health check.  After 24 hours I noticed that the meter readings were starting to come through and I received an email this morning asking me to double check the readings and let them know if all was working as it should.  Thanks to everyone for their help.

Ozzig

Pantile1 said:

Just an update - I sent a firmly worded email to EDF with regard to the meter situation and after a few days received a reply to say they would look into it and do a meter health check.  After 24 hours I noticed that the meter readings were starting to come through and I received an email this morning asking me to double check the readings and let them know if all was working as it should.  Thanks to everyone for their help.

Sorry to put a negative spin on things, but they've "fixed" my Smart Meters a few times over the last couple of years.
At best there were a couple of weeks with most of the 30m readings registered, at worst three daily readings throughout a fortnight, got to the point where I gave up trying and have resorted to sending monthly readings.

I'm SMETs (is that right?) v1 and they gave up trying, advising I'll get upgraded sometime but at that point they also were having issues making their SMETs v2 meters work so I said just let me know when they can fit a working one. 

I agree with QRizB above