EDF outright lieing to me and hitting me in the pocket £ now

dunstonh

We've gone from 00:30-7:30 to 01:30-7:30. So I lose an hour of agreed night rate. Scum

No you haven't. its best to get your facts right before you start calling people scum.  Otherwise you just look silly.

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When we change to BST, The meter stays on GMT.   So, 00:30 to 07:30 GMT becomes 01.30 to 08.30 BST.

I stayed up late. My night rate only kicked in on the IHD at 03:30!!!!!!!!!!!!!

Is your IHT time set correctly in the settings?  You could be adding another hour.      The supplier doesn't use the IHD for billing.  It uses your meter.  So, check your meter at the next changeover (you may find it easier to check the morning changeover). 

You should also check your meter time.    Older meters would stick with GMT (so you would be one hour out) but newer meters often display BST, even though they use GMT.

Swipe

Scrolling through your smart meter menu (and also on my IHD) will tell you what the "current tarrif" price is. Stay up late and check this to confirm if you are being charged at on or off peak. Make a video and send this to EDF support if you are being charged incorrectly. On E7 your off peak times should be GMT 00:30-07:30 all year around (give or take 10 mins variance either side) but will show as 01:30-08:30 during BST.

lohr500

@OpolE
Have you had the opportunity to monitor what is happening at the actual meter?
It is a few days since a number of us offered helpful suggestions for you to do this, but we've not heard anything back.

OpolE

lohr500 said:

@OpolE
Have you had the opportunity to monitor what is happening at the actual meter?
It is a few days since a number of us offered helpful suggestions for you to do this, but we've not heard anything back.

Sorry all. Been on antibiotics and in bed before this unsociable night rate tosh.

I can't do anything with the buttons for some reason but I get 2 displays switching and I have no idea how to see night and day rate as its a new EDF box form late last year.

The night rate appears to kick in at 01:40. I stayed up till 4am and tried my storage heaters and water heating night rates and was persisting beyond that time.

So the IHD and the Energy Hub will still display that I am using day rate cost. I remember last year (From a phone call I have the recording of now) The energy hub was saying I was spending £13-14 per day and the advisor ran a bill and it came out less that expected. So basically both displayes to me as a customer are still not working as intended and EDF invested likely millions £ into updating them.

Should I ask for another up to date bill and post it here? (They refuse to fix the IHD/Energy hub for me personally btw)

I also have SAR recordings of them telling me they "Do not have a complaints department" last year on 2 phone calls and forced me into a corner when legally they have to have their complaints team reach out. Cizitens advise? Ombudsman said they don't deal with my issue in regards to that.

Pic's

Example from my IHD another week

Swipe

OpolE said:

lohr500 said:

@OpolE
Have you had the opportunity to monitor what is happening at the actual meter?
It is a few days since a number of us offered helpful suggestions for you to do this, but we've not heard anything back.

The night rate appears to kick in at 01:40. I stayed up till 4am and tried my storage heaters and water heating night rates and was persisting beyond that time.

01:40 AM sounds about right for night rate to be kicking in during BST. Mine is 01:37 AM.

It is possible to check which rate is active on your smart meter. Check it again just before and after 1:40am. 

Hold OK until it enters the ‘Main Menu’, you will see ‘Billing’ appear

Hold OK to enter the ‘Billing’ sub-menu

Using the arrows, scroll to ‘Tariff’ (1 push of the > button)

Hold OK to enter the ‘Tariff’ sub-menu, you will see ‘Now’ appear

Hold OK to enter the ‘Now’ sub-menu, you will see current tariff rate.

OpolE

Swipe said:

Hold OK until it enters the ‘Main Menu’, you will see ‘Billing’ appear

Hold OK to enter the ‘Billing’ sub-menu

Using the arrows, scroll to ‘Tariff’ (1 push of the > button)

Hold OK to enter the ‘Tariff’ sub-menu, you will see ‘Now’ appear

Hold OK to enter the ‘Now’ sub-menu, you will see current tariff rate.

Thanks for the guide

01:50 and its 0.3592... !!!!!!

This is why EDF are disgusting

OpolE

02:25 and still charging DAY RATE

Just emailed them now to raise a complaint.

Swipe. Do you know how I can make them accountable for telling me there is no complaints department for over half a year last year and forcing me into a corner. They surely have broken the law

Swipe

It sounds like your smart meter has the wrong config. I had a similar issue with E.On Next when I switched to them. It took me phoning every single day for 9 days until I finally got through to someone who was able to fix it. Make a video of the meter to prove the day rate at various times throughout the night rate period and send it to them so they don't have a leg to stand on. Then the calculation can easily be worked out based on the night units used and they should issue you a credit refund. If they won't take no for an answer, ask for a deadlock letter straightaway so you can take it to the ombudsman. You have an open and shut case and I'd push for a good will payment on top of any credit refund.

BarelySentientAI

OpolE said:

02:25 and still charging DAY RATE

Just emailed them now to raise a complaint.

Swipe. Do you know how I can make them accountable for telling me there is no complaints department for over half a year last year and forcing me into a corner. They surely have broken the law

What law?

I hope you phrased your complaint better than a stream of abuse.

Particularly if it ends up with the Ombudsman, because they won't do much more than look at the submissions from each side - so if it goes that way you need dispassionate factual evidence of what is wrong.

Have you tried contacting either the smart meter team or the complex metering team?  I can't remember which EdF have.  General customer services won't have a clue what you are talking about because it isn't on their script.

Get factual evidence - things like timestamped photographs of that tariff setting or a video as Swipe suggests.  Do that through both the night period and the day period.  Don't get distracted by nonsense like a throwaway comment they made on the phone over a year ago, that won't help you.

MeteredOut

BarelySentientAI said:

OpolE said:

02:25 and still charging DAY RATE

Just emailed them now to raise a complaint.

Swipe. Do you know how I can make them accountable for telling me there is no complaints department for over half a year last year and forcing me into a corner. They surely have broken the law

What law?

I hope you phrased your complaint better than a stream of abuse.

Particularly if it ends up with the Ombudsman, because they won't do much more than look at the submissions from each side - so if it goes that way you need dispassionate factual evidence of what is wrong.

Have you tried contacting either the smart meter team or the complex metering team?  I can't remember which EdF have.  General customer services won't have a clue what you are talking about because it isn't on their script.

Get factual evidence - things like timestamped photographs of that tariff setting or a video as Swipe suggests.  Do that through both the night period and the day period.  Don't get distracted by nonsense like a throwaway comment they made on the phone over a year ago, that won't help you.

EDF have a complex metering team. My gas meter fault complaint was put through to them. I don't have a complex meter setup, so it just added about a week of wasted time in my case, as they punted it back to the standard team.