EDF Energy Hub & move to Kraken billing

Phones4Chris

Since EDF have moved my account to the new Kraken billing system, all Energy Hub data prior to the change is missing. Data since change over is coming through in 1/2hr intervals fine. Anticipating it might take a while for everything to catch-up I left it a while before contacting EDF via email.
They are now telling me that it's not possible for the historic data to be restored to the Energy Hub.
This of course defeats the whole point of the Energy Hub if you can't compare energy usage with previous periods. That strikes me as a load of bull as the meter stores 13 months of data, even if they've "lost" all the previous data from "My Account" which went back to January 2022.

Has anyone else encountered this nonsense?

Ayr_Rage

Same for me, all Energy Hub data prior to the migration disappeared on changeover in January this year.

My Energy Hub is showing some very strange behavior, which EDF are looking into.

Some graphs are showing use for one odd day in the future, always at the end of the month, not just the standing charge but actual kWh.

Also, going back on the "week" graphs it would appear that I hibernate every Sunday with minute usage amounts even in the coldest weeks.

I have checked usage with the Bright and Loop apps and what they are receiving from my meter/DCC are completely normal for every day and my EDF bills have been as expected.

The issue is how the Energy Hub is recording the data.

Phones4Chris

I intended to mention in my OP that in response to EDF's last email I told them to raise a Formal complaint.
There's obviously some bad planning/organisation going on behind the scenes and they need to get their collective finger out. It strikes me that things aren't likely to improve without formal complaints (which disappointedly is based on experience).

MeteredOut

There's no technical reason why EDF could not have migrated data from their old system and into the new one so it would appear continuously in Energy Hub. It's probably not a stretch to suggest they did not do this as it would have cost time (and therefore money) and those are more important that customer service.

I'm not sure what a complaint is going to do, other than perhaps a small goodwill gesture. I can't see an escalation to the ombudsman changing that either - its not the sort of thing the ombudsman is there to enforce.

Phones4Chris

A Formal complaint will get the issue looked at properly by more senior staff. I don't know how much (if at all) their system has changed, but just making an "ordinary" complaint to an agent usually sees you being given some plausible excuse/reason" and the complaint being closed. When I've queried this in the past they say all such complaints are reviewed periodically. In my experience, no matter how reasonable/justified the complaint was, or how stupid the reason for the complaint, sod all ever happens! It's not a question of whether it'll get referred to the ombudsman, frankly that's just a waste of time.