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  • FIRST POST
    • prettypennies
    • By prettypennies 13th Jan 18, 10:08 AM
    • 1,525Posts
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    prettypennies
    Scottish Power Smart meter not generating bills
    • #1
    • 13th Jan 18, 10:08 AM
    Scottish Power Smart meter not generating bills 13th Jan 18 at 10:08 AM
    I had an electricity smart meter fitted in September. It is sending readings to Scottish Power but no electricity bills are being generated. I have been billed as normal for the gas which is not a smart meter. My tariff came to an end in December but it will not allow me to change to another tariff until the billing is resolved. My account is currently 567 in credit as they are taking 118 a month by direct debit.

    I phoned them a week ago to discuss the problem. The adviser said it would take four days to generate a bill for the electricity then I will be able to change tariffs but nothing has happened.

    I have tried calling but can't get through to anyone. I was on hold and then cut off.
    Twins, twice the laughs, twice the fun, twice the mess!
Page 1
    • matelodave
    • By matelodave 13th Jan 18, 10:55 AM
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    matelodave
    • #2
    • 13th Jan 18, 10:55 AM
    • #2
    • 13th Jan 18, 10:55 AM
    Make a formal complaint - in writing marked COMPLAINT

    I know it takes a bit more effort than phoning but at least you know they've got it if you send it recorded delivery and you've also got proof that they've received it and date when they received it.

    You can't get anything done until you've actually formally complained and even then you've got to give them eight weeks before you can involve the Ombudsman.
    Love makes the world go round - beer make it go round even faster
    Look after our planet - it's the only one with beer
    • House Martin
    • By House Martin 13th Jan 18, 11:49 AM
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    House Martin
    • #3
    • 13th Jan 18, 11:49 AM
    • #3
    • 13th Jan 18, 11:49 AM
    I think you should edit your post to just "Scottish Power not generating a bill " .Its irrelevant what sort of meter is involved.They have the readings, the smart meter has done its job and transmitted the readings correctly..job done !.
    If Scot Power have not generated a bill then its their internal billing practices which are poor.
    • prettypennies
    • By prettypennies 13th Jan 18, 12:07 PM
    • 1,525 Posts
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    prettypennies
    • #4
    • 13th Jan 18, 12:07 PM
    • #4
    • 13th Jan 18, 12:07 PM
    I have managed to speak to someone of the phone. She tried to manually generate a bill, but said it will take 10 days to go through the validation procedure before the bill will be generated so I have to wait another 10 days before it can be resolved. She seemed to think that as I had only had a smart meter fitted for the electricity and not for the gas, it had caused problems with the billing process. Not sure why that would be. She has entered a 'notice of dissatisfaction' on my account.
    Twins, twice the laughs, twice the fun, twice the mess!
    • Anthorn
    • By Anthorn 13th Jan 18, 2:05 PM
    • 3,678 Posts
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    Anthorn
    • #5
    • 13th Jan 18, 2:05 PM
    • #5
    • 13th Jan 18, 2:05 PM
    I had an electricity smart meter fitted in September. It is sending readings to Scottish Power but no electricity bills are being generated. I have been billed as normal for the gas which is not a smart meter. My tariff came to an end in December but it will not allow me to change to another tariff until the billing is resolved. My account is currently 567 in credit as they are taking 118 a month by direct debit.

    I phoned them a week ago to discuss the problem. The adviser said it would take four days to generate a bill for the electricity then I will be able to change tariffs but nothing has happened.

    I have tried calling but can't get through to anyone. I was on hold and then cut off.
    Originally posted by prettypennies
    Are you referring to online bills or paper bills sent through the post? In the case of paper bills sent through the post check that Scottish Power has the correct correspondence address and supply address. If they don't that could prevent them from generating a bill.

    I have found that Scottish Power has mixed the lines of my address and the resulting address in my account refers to a completely different property and that is causing problems with readings and bill generation.

    i.e. if my actual address is 54 Any Square, Any Street, Anytown Scottish Power has 54 Any Street, Anytown.

    Scottish power appears to be unable to record my correct address after getting to stage 2 of their complaints procedure so I will likely pass on my complaint to Ofgem.
    • trickytree1963
    • By trickytree1963 13th Jan 18, 2:24 PM
    • 248 Posts
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    trickytree1963
    • #6
    • 13th Jan 18, 2:24 PM
    • #6
    • 13th Jan 18, 2:24 PM
    Its likely they hadn't updated the final reads from the old meter . Its unusual to only fit a SM for one fuel, was there any reason they didn't fit one for you Gas meter?
    • Anthorn
    • By Anthorn 13th Jan 18, 10:39 PM
    • 3,678 Posts
    • 951 Thanks
    Anthorn
    • #7
    • 13th Jan 18, 10:39 PM
    • #7
    • 13th Jan 18, 10:39 PM
    Are you referring to online bills or paper bills sent through the post? In the case of paper bills sent through the post check that Scottish Power has the correct correspondence address and supply address. If they don't that could prevent them from generating a bill.

    I have found that Scottish Power has mixed the lines of my address and the resulting address in my account refers to a completely different property and that is causing problems with readings and bill generation.

    i.e. if my actual address is 54 Any Square, Any Street, Anytown Scottish Power has 54 Any Street, Anytown.

    Scottish power appears to be unable to record my correct address after getting to stage 2 of their complaints procedure so I will likely pass on my complaint to Ofgem.
    Originally posted by Anthorn
    Pleased to report that Scottish Power say they have fixed my supply and correspondence addresses. I'll know more when I get my next bill. Their response was quite speedy. My method was to contact them using their contact form linked from the help menu after logging in and going to my account.
    • House Martin
    • By House Martin 13th Jan 18, 11:14 PM
    • 1,390 Posts
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    House Martin
    • #8
    • 13th Jan 18, 11:14 PM
    • #8
    • 13th Jan 18, 11:14 PM
    Its likely they hadn't updated the final reads from the old meter . Its unusual to only fit a SM for one fuel, was there any reason they didn't fit one for you Gas meter?
    Originally posted by trickytree1963
    It is not unusual at all to just fit , firstly an electric smart meter, then return later for the gas meter.
    Just yet another waste of money in the smart meter roll out.Making two trips, when one would do.
    The suppliers have been given the job to fit smart meters by the government when previously the local DNO s had control of meter exchanges.
    They knew what they were doing .unlike the 50 plus suppliers
    • prettypennies
    • By prettypennies 14th Jan 18, 3:32 PM
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    prettypennies
    • #9
    • 14th Jan 18, 3:32 PM
    • #9
    • 14th Jan 18, 3:32 PM
    The bills are online bills not paper ones.

    The electricity smart meter was fitted as I had requested to have the existing economy 7 meter removed. So they switched it for a smart meter and left the old gas meter in place.
    Twins, twice the laughs, twice the fun, twice the mess!
    • sevenhills
    • By sevenhills 15th Jan 18, 11:17 AM
    • 1,263 Posts
    • 474 Thanks
    sevenhills
    I think you should edit your post to just "Scottish Power not generating a bill " .Its irrelevant what sort of meter is involved.They have the readings, the smart meter has done its job and transmitted the readings correctly..job done !.
    If Scot Power have not generated a bill then its their internal billing practices which are poor.
    Originally posted by House Martin
    I have a very similar problem. Scottish power installed a smart meter in August, and since then there is no electricity usage shown on my online account.
    I have emailed them twice, and they said "ongoing technical issues" this is the reason for which there is no electricity usage showing online.
    My smart meter seems to be working ok. I am very surprised they don't want my money, 5 months worth of electricity.

    I was using about 1 of gas/elec per day, this has now increased to around 2.50 per day; so my monthly payment needs to increase.

    My July bill was 13.50, August was 87.50, and then September 8.70 worth of GAS, with gas peaking at 28 in December.
    So I am meant to be 57 in credit, from my 35 monthly payments.

    My online account is showing the last real meter reading was in July, then a large estimate bill end of Dec.
    Are smart meter bills shown as estimated?

    • Anthorn
    • By Anthorn 15th Jan 18, 11:53 AM
    • 3,678 Posts
    • 951 Thanks
    Anthorn
    My online account is showing the last real meter reading was in July, then a large estimate bill end of Dec.
    Are smart meter bills shown as estimated?
    Originally posted by sevenhills
    The major point about smart meters is that you don't get any more estimated bills and the actual meter reading is used for every bill.
    • prettypennies
    • By prettypennies 24th Jan 18, 5:19 PM
    • 1,525 Posts
    • 10,175 Thanks
    prettypennies
    still no closer to resolving the issue
    Countless calls and emails to Scottish Power and the billing problem is still not resolved.

    I was advised in a call on Saturday that someone from the Smart team would call me on Monday, they didn't.

    I was also told that the complaint I had raised on Jan 13th had been closed, as it had been deemed as being resolved, despite nothing changing so I have had to ask for the complaint to be reopened. Someone from the complaints team was supposed to contact me within 5 days. They haven't.
    I was told I would remain on the December 1997 tariff until the billing problem was sorted, but they have since transferred me to the standard online tariff and sent me an email staying they are pleased I have chosen to stay with them!!
    I cam still currently showing as being 567 in credit with 118 due out again on Saturday. They seem to be no nearer to billing me for the electric I have used and issuing a refund for the overpayment.

    I want to switch to another provider but don't know whether to wait for a resolution to the billing issue with Scottish Power or start the switching process now and chase the refund later. They have my meter readings. They have photos of my meter so why it is taking so long to work out the bill is beyond me.

    Scottish Power are one of the most frustrating companies I have ever dealt with!
    Twins, twice the laughs, twice the fun, twice the mess!
    • sevenhills
    • By sevenhills 4th Feb 18, 12:19 AM
    • 1,263 Posts
    • 474 Thanks
    sevenhills
    Scottish Power are one of the most frustrating companies I have ever dealt with!
    Originally posted by prettypennies
    Have you got your problem solved yet?

    I just tried to log on to my Scottish Power account, but they are updating their website.
    My online account also shows zero electric used for electric; I am just concerned that I am under paying and they will want more money when the problem is fixed.
    I am paying 35 per month, but using at least 70 per month; I was in credit, but I will be heavily in debt now.
    My fixed tariff does not run out until 2019.

    • spiro
    • By spiro 4th Feb 18, 9:00 AM
    • 5,955 Posts
    • 2,852 Thanks
    spiro
    The suppliers have been given the job to fit smart meters by the government when previously the local DNO s had control of meter exchanges.
    They knew what they were doing .unlike the 50 plus suppliers
    Originally posted by House Martin
    The DNOs stopped contolling this when meter services were unbundled in 2000. Basically every meter on the wall has a certification life and when that expires it is down to the MOP/Supplier to ensure the meter is exchanged.
    IT Consultant in the utilities industry specialising in the retail electricity market.

    4 Credit Card and 1 Loan PPI claims settled for 26k, 1 rejected (Opus).
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