EDF Gas Smart Meter issues (ongoing...)

bownyboy

We have a smart meter with EDF for gas and electricity

It’s been working ok for years.

We pay monthly direct debit whole amount.

In December 2024 I thought the debit was a little low but didn’t think too much about it.

In January 2025 again, I saw a low debit so checked our EDF account and saw that the gas meter was only charging for standing charge and no gas units.

I contacted EDF in February 2025 to let them know.

They responded that the meter was fine as they could see a debit.

I contacted them again to say check the numbers; we’re only being charged for standing order.

They say check the meter and give us a reading.

The meter is blank, so no reading can be given.

By this time is April 2025 and they say they’ll send someone.

They then book someone for June 2025 (because delays and they can’t see more than a month for bookings) without checking with us.

We can’t do that date as we’re on holiday, so they cancel and rearrange for July 2025.

Unfortunately the new date we can’t make due to funeral.

We hear nothing from another three months.

I again chase them for a new booking.

Finally in November / December (I cant remember) they book an engineer for beginning of February.

On the day they cancel it due to unforeseen circumstances and credit us £40.

They can’t book a new engineer as they’re all booked / can’t see any new bookings.

So its now been 14 months or so and we’re still only being charged standing order for gas.

EDF seem to be in no hurry to sort this.

Any advice to get this sorted?

Ayr_Rage

Keep on at them with regular messages.

You are likely to be back billed eventually estimated on previous years of usage once they fix the METER.

Metre is a measurement of length.

bownyboy

Cheers. Oops, yes its meter, not sure how that happened.

squirrelpie

It's perhaps a good idea to put some money aside regularly to pay the bill once they eventually calculate it. You can use bills from previous years to estimate how much to save, assuming you have some.

EssexHebridean

Have you made a formal complaint about this now? It's a ludicrous amount of time to get a blank meter replaced, so if you haven't already done so, get the complaint formalised. that also starts the clock ticking for being able to escalate to the ombudsman. Most importantly as well, as above make sure that you definitely continue to set aside the amount you might reasonably have expected to pay so you don't have a nasty shock later.

Going forwards, make a note once a month ideally but at least once a quarter to read both meters and note the readings for your records.

Ectophile

The longer this goes on, the more Ofgem's back billing rule works in your favour. If your recent payments have been based on a usage of zero gas, then you won't have paid enough. But EDF are not allowed to ask you for more money for anything over 12 months ago.

Woodstok2000

Make Sure your account is not in credit as they can use that balance to get round the back billing rules.

MWT

https://forums.moneysavingexpert.com/discussion/comment/81877544#Comment_81877544

… they can also reverse any repayments you request from your existing balance, so you can't just withdraw it to eliminate what has built up…

DD payments are payments, not a deposit into a savings account.

QrizB

... and also keep in mind that some suppliers require you to keep your account in credit at all times.

Edit to add: I can't find any reference to this in EDFs T&C, but you should check for yourself.

bownyboy

Thanks everyone.

We're paying monthly whole amount by direct debit, so no credit is built up.

I'll raise an official complaint to see if I can get it moving.

I tried to book a new smart meter installation from the email link they sent me, but then I get the error 'sorry we can't see any bookings at the moment, try again at another time'