Thames Water - Causing more than water problems.

callas

I decided to have a water meter fitted in a two bedroom flat.  I live alone so it made sense.

Thames Water came and fitted the smart meter - I had been told on the phone prior to it being fitted and by the fitter that once fitted I will only be paying for water used and that it was now fully working.

I received my first bill - I was charged standard rate (based on rateable value) - I thought this was a blip it would correct itself.  I am now past 90 days and no meter reading just charged at standard rate.

I rang them with the view to stay calm and go with the process.  After 34 minutes the guy on the other end had me waiting numerous times each time coming back asking me a new question such as my email, then my phone number all which he had in front of him on my account.  He couldn't or didn't know the answer so eventually put me through to someone else.  Who said the meter was faulty she had to get someone out to see it.  I asked to speak to a supervisor and was fobbed off so I tried the chat box and said no meter readings as yet but wait six months and then see - they would look into it and write to me.  All the while I am paying a huge bill.

I decided to try again and spoke to a very nice lady who listened to the problem she agreed that waiting 6 months was not an option but would put me through to someone that could help.  I was cut off.

How does a Thames Water customer actually get to speak to someone that knows what they are doing?  and can actually give a proper knowledgable answer?

Does anyone have any advice or comment please?  As it took a large bar of chocolate to bring down my blood pressure and frustration last night.

MikeJXE

Did you take a meter reading when it was installed ?

Can you get one now ?

The difference between the two is cubic meters 

Easy to work out what your bill should be by looking at their charges 

Clean water + waste water + Highway + Standing charge 

MattMattMattUK

callas said:

I decided to have a water meter fitted in a two bedroom flat.  I live alone so it made sense.

Thames Water came and fitted the smart meter - I had been told on the phone prior to it being fitted and by the fitter that once fitted I will only be paying for water used and that it was now fully working.

I received my first bill - I was charged standard rate (based on rateable value) - I thought this was a blip it would correct itself.  I am now past 90 days and no meter reading just charged at standard rate.

I rang them with the view to stay calm and go with the process.  After 34 minutes the guy on the other end had me waiting numerous times each time coming back asking me a new question such as my email, then my phone number all which he had in front of him on my account.  He couldn't or didn't know the answer so eventually put me through to someone else.  Who said the meter was faulty she had to get someone out to see it.  I asked to speak to a supervisor and was fobbed off so I tried the chat box and said no meter readings as yet but wait six months and then see - they would look into it and write to me.  All the while I am paying a huge bill.

I decided to try again and spoke to a very nice lady who listened to the problem she agreed that waiting 6 months was not an option but would put me through to someone that could help.  I was cut off.

How does a Thames Water customer actually get to speak to someone that knows what they are doing?  and can actually give a proper knowledgable answer?

Does anyone have any advice or comment please?  As it took a large bar of chocolate to bring down my blood pressure and frustration last night.

Stop ringing them, communicate via email so there is an audit trail, stop comfort eating.

QrizB

callas said:

Does anyone have any advice or comment please?

I'm a Thames Water customer.

I can submit meter readings through my account on their website. Do you have the same option?

jayencee

I too am having problems with Thames Water "customer service" but will start a new thread!