Electric Meter Not Registered on National Database

Trevwil

I had a new Smart Electric Meter installed after a long standing battle with EDF and an Ombudsman's decision in my favour against them. After the meter was installed and finally commissioned I moved supplier to Octopus Energy to get away from the poor customer service from EDF. Only to find Octopus took me on knowing the new Electric Smart Meter had never been registered on the National Database of which I was never aware. I now cannot get a final bill from EDF who are holding on to my £384 credit and refusing to return it even though I do not owe that amount. They will not issue a refund until Octopus give final meter reading but Octopus cannot give it as the meter was never registered! Octopus have tried to register it but failed on several attempts (no idea why?). Advise please as I have no idea how to resolve this mess and get back my credit amount from EDF.

MeteredOut

1. Raise formal complaint
2. Wait 8 weeks (or get deadlock letter)
3. Escalate to energy ombudsman

Most suppliers don't give their staff the flexibility to actually deal with issues until it gets to point 3.

Marksfish

Were you not able to take your own readings when moving? I took mine and uploaded them to Octopus as part of my move and they were accepted. I have been with Octo a week now and they have just started receiving my readings, but are using those I provided for final billing.

I checked me meter regularly using https://smartmetercheck.citizensadvice.org.uk/ to see when it finally became registered on the network after BG changed it. Needs to be registered with ECOES which is the national database, although when I moved Octo's internal database wrongly identified my single rate meter as a Economy 7, even though Eoes have had it correctly registered since April!