EDF: Energy Hub Usage Figures After Account Number Change

philstephen

Have been an EDF dual energy customer for years. 23 July they emailed me to say the account number will be changing. No problem I thought until I did my weekly check of usage figures via the browser website. Turns out after changing the account number all historic usage figures and costs have been wiped off as though I was a new customer. So nothing to refer back to before 26 July 2024. And no mention on the email either. 

Fortunately I log usage on a spreadsheet so I have quick and accurate records for say a full year to enter when shopping around for a new tariff. And for years, I've not had the small electronic display after the first one packed up. The EDF app again is the same as the desktop site.  

Rang them up, agent put me on hold and came back to explain the change of account number wipes everything off before then. I've raised a formal complaint which when I've had a written response from EDF, I will likely take to the Energy Ombudsman on the grounds of:

1. No access to historic figures precluding customers to easily go back and see their usage figures. This may make it difficult to provide figures for online search tools to select a new tariff 
2. No mention in the 23 July email that energy hub figures will just disappear after the change

Anyone else had this happen to them?

Phil

BarelySentientAI

philstephen said:

1. No access to historic figures precluding customers to easily go back and see their usage figures. This may make it difficult to provide figures for online search tools to select a new tariff 
2. No mention in the 23 July email that energy hub figures will just disappear after the change

There is no requirement for the supplier to provide either of those things.

Ayr_Rage

Your last 18 months of bills should still be available after being transferred to the new system so you can gauge usage from those.

Every bill has estimated annual usage on it and of course you've downloaded ALL of your bills since time immemorial.

The disappearing past information happens to everyone.

I don't think you'll get anywhere with the ombudsman as EDF haven't broken any rules.

pseudodox

I was moved to Kraken billing last summer and have always been able to see all my historic bills back to the first one with EDF in November 2022.  But I always download them so I have my own PDF copies safe and secure to refer back to instead of logging into my account.  I still have many years of downloaded bills from my previous supplier saved this way.

philstephen

Ayr_Rage said:

Your last 18 months of bills should still be available after being transferred to the new system so you can gauge usage from those.

It's not bills I'm concerned about, but the detailed data which Smart meters collect and gets archived is my point. If energy suppliers let us have access to it then it ought not to just be removed without any notice. 

philstephen

BarelySentientAI said:

There is no requirement for the supplier to provide either of those things.

So what's the point of having smart meters?

BarelySentientAI

philstephen said:

BarelySentientAI said:

There is no requirement for the supplier to provide either of those things.

So what's the point of having smart meters?

It's not a smart meter that you're complaining about.  It's an optional display mechanism strapped onto the supplier's billing system.

Scot_39

philstephen said:

Ayr_Rage said:

Your last 18 months of bills should still be available after being transferred to the new system so you can gauge usage from those.

It's not bills I'm concerned about, but the detailed data which Smart meters collect and gets archived is my point. If energy suppliers let us have access to it then it ought not to just be removed without any notice. 

Suppliers access data as required - according to dapf and your permission  - daily frequency only is dapf default, 1/2 hourly  if opt in, monthly if object to daily.

Your meter itself is arguably the primary storage device.

There is no real need for your supplier to store it long term.

Bells and whistles like user portal charts are unlikely to be license requirements.

As well as privacy concerns - Data storage is expensive - on line and off - and no IT manager would normally seek to store more than essential as a rule.

bob2302

philstephen said:

BarelySentientAI said:

There is no requirement for the supplier to provide either of those things.

So what's the point of having smart meters?

For billing, TOU tariffs and providing information for the supplier. People treating the numbers like train spotters treat locomotive numbers in a long way down.