Smart meter issues ongoing - advise please

gele

Hi all, I'm afraid this is a long story that I'll try to summarise.
In April I received an estimated bill from EON of approximately £400.
I knew this was a massive overestimate as our monthly direct debit was just under £200 for duel fuel and we were £700 in credit. Interestingly when I had previously tried to claim back some online I was told a refund was unavailable to me.  At the same time as receiving the overestimate they 'kindly' put my direct debit up by £20. 
Anyway after emails and calls I finally got an engineer here [13th July] and he decided the meter was dead so replaced it. Today I thought I would chase up my extra money as I am now in credit less than £300. Lo and behold the new smart meter is not sending gas readings. I have sent an email to ask what happens now and to remind them that I am still awaiting a resolution to the billing issue, 
Can anyone advise how to proceed further. they only seem concerned that they are not getting a reading and I am concerned I am not getting any of my money back!

TheMilkmansDad

1st starting point is when was the last bill you received with Actual reading on? all the above reads estimates - without actuals it's hard for anyone to understand what's going on.....

gele

The last reading the smart meter sent was on the 26thFeb.
 We weren't aware it had stopped sending any readings until the April bill alerted us to it which is when we first contacted EON

UnsureAboutthis

We too had problems with the gas meter not sending readings and only when I noted it weeks later, I told them about it.   (we get a paper bill as well and it was showing me in crdit by a good few pounds and I wrongly assumed this was good until a much closer look at our paper bill I noted gas reading were not taken)
They reassured me everything was ok but it was not. Eventually, after three visits in total inc the installation and dozens of emails and phone calls and involving the ombudsman, i got things sorted.

The main reason I went for the smart meter was that I had been against them  before because I just knew things would not go to plan, I saw one of those IHD's at a family member's home and was impressed at the almost live, dual displayof how much electricity and gas was being used. The gas side of IHD has never worked on the IHD

Speak to customer services, ask them how long its going to take and when will the gas readings go live etc and work on that. Often they won't call you back and you have to chase them and if this is the case, demand to speak to thier manger and take the manager's details and confirm a summary of what was agreed via email.

ask them what their policy is on returning your money and timescales - possibly tell them you will be contact the ombudsman as well, hopefully with that and a manger name will do the trick.

QrizB

If the gas meter is recording usage, but not sending data, you can always submit manual readings.

You'll need to press a button on the smart gas meter to wake up the display, but you can then read your usage in cubic metres and submit that value to your supplier.

Don't submit the kWh reading from the gas meter, that one isn't used for billing!