Not So Smart Energy Provider

EinsteinEnergy

It all began in the summer of 2020. EDF sent an engineer to install smart meters, early pandemic, socially distant and facemask compliant. The installation was far from smart.

No readings transmitted, IHD seemingly working, but it could have just been in demo mode.

No progress for a year, ombudsman investigated. Paltry £25 compemsation paid. End of.

Changed to SO Energy. At last an Energy provider willing to take on the challenge. Almost 2 years of toing and froing, ombudsman involved again. This time, investigation rules against compensation, claiming North/South divide. DCC technical limitations, poor signal on the Fylde coast.

Neighbour confirms their smart meters installed in 2021, had no issues whatsoever. Made of the same brick and mortar. How can this be for us?

After further complaints, SO Energy agree to send another engineer to 'set up' our meter connection.

This week a very competent engineer confirmed no issues whatsoever in signal capability, reception or transmission on DCC infrastructure. Just dumb smart meters. He even asked SO Energy if he could install new meters whilst at our property. Their answer was no. It would have only taken him 30 minutes, but they'd rather continue delaying tactics to avoid paying for new equipment.

On top of this, we have an EV where we can't buy a home charger yet as it would be pointless. Is the ombudsman liable for a misinvestigation? We can't claim compensation as it's an ongoing complaint. I'm sure SO Energy have some explaination for a technically misrepresented outcome.

Martin, what's our next move in this more complicated than Einstein situation please?

QrizB

Martin, what's our next move in this more complicated than Einstein situation please?

I'm not Martin (he doesn't really participate in these forums) but I'd suggest you switch suppliers again.

Octopus have a reasonably good reputation for sorting out smart meter problems. EON Next have also received some good reports on this forum recently.

On top of this, we have an EV where we can't buy a home charger yet as it would be pointless.

A home charger would still let you charge faster than with a plugin one, even if you don't have a smart smart meter. But depending on how many kWh you charge a year, you might not save enough to recoup the cost of the charger in a reasonable time.

Reed_Richards

But depending on how many kWh you charge a year, you might not save enough to recoup the cost of the charger in a reasonable time.

Charging at home on a standard variable rate tariff might cost you about 26p per kWh. Charging elsewhere will typically cost you upwards of 60p per kWh so you can still save money by charging at home. A wallbox charger will charge at 7 kW and might cost about £1000 fitted. If you have a suitable outdoor socket you could use a charger with a standard 3-pin plug that will charge more slowly at about 2.3 kW. That would typically cost you about £120.

I have an EV and my smart meter experienced communication problems for a while. Only the top section of the meter (the "Comms Hub") would need to be replaced if its long range communication is not working. The engineer who visited me did not have any equipment with which to measure reception or transmission; but they were very willing to try alternate Comms Hubs.