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  • FIRST POST
    • dush_yant
    • By dush_yant 11th Feb 18, 8:22 AM
    • 19Posts
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    dush_yant
    HELP! Cannot contact Coop Energy for emergency
    • #1
    • 11th Feb 18, 8:22 AM
    HELP! Cannot contact Coop Energy for emergency 11th Feb 18 at 8:22 AM
    My electric meter exploded yesterday afternoon, it has big gash, the front literally melted with smoke coming out of it! I had to call the fire services to make it safe and the power distribution network on 105 who then just disconnected the power cable coming from underground and said it is not their responsibility to replace the meter - they are legally not allowed to touch the meter and it is up to my electricity supplier who is Coop Energy. I have then found out it is impossible to contact Cooperative Energy after 4pm on Saturday and they are closed on Sundays so the earliest I can report the fault is Monday morning! No power and not heating for the weekend then. Does anyone know an emergency number for them because there is nothing of the sort on their website? All they have is a note to call 105 for the power distribution network company which I have already done. Same info on the back of my bills. What a nightmare! The Coop website also condescendingly says that it can't be a fault with their meters because these "work for up to 20 years without a problem". Speaking with one of the agents on the 105 line this is a common issue with many utility providers: they do not have an out of hours service for emergencies! But there are some who do unfortunately she has to be neutral and can't recommend me any specific ones to switch to. I recommend everyone to check that their utilities company do have an out of hours phone line to report emergency faults otherwise switch to a provider that does.
    The reason I moved to Coop Enegy is because of their statements about being ethical, fair and trustworthy with great customer service. Their website proudly advertises them to be "An energy company with a heart".. More like a frozen heart!

    UPDATE: Coop Energy have taken the issues highlighted on board and have now implemented a 24/7 out of hours call service.
    Last edited by dush_yant; 15-03-2018 at 11:07 AM.
Page 1
    • spiro
    • By spiro 11th Feb 18, 9:38 AM
    • 5,907 Posts
    • 2,836 Thanks
    spiro
    • #2
    • 11th Feb 18, 9:38 AM
    • #2
    • 11th Feb 18, 9:38 AM
    I think you will find even when a customer is off supply because of a faulty PPM they are not required to exchange the meter out of hours. OFGEM sets the rules.
    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).
    • Robin9
    • By Robin9 11th Feb 18, 9:43 AM
    • 2,468 Posts
    • 1,606 Thanks
    Robin9
    • #3
    • 11th Feb 18, 9:43 AM
    • #3
    • 11th Feb 18, 9:43 AM
    In the good old days the Distribution Company would make a temp connection and then fit a new meter a later date.
    Never pay on an estimated bill
    • dush_yant
    • By dush_yant 11th Feb 18, 10:10 AM
    • 19 Posts
    • 5 Thanks
    dush_yant
    • #4
    • 11th Feb 18, 10:10 AM
    • #4
    • 11th Feb 18, 10:10 AM
    So when itís winter time and you have electric heating and you have young kids, they donít care and you are left out to hang?
    • House Martin
    • By House Martin 11th Feb 18, 1:32 PM
    • 1,303 Posts
    • 1,079 Thanks
    House Martin
    • #5
    • 11th Feb 18, 1:32 PM
    • #5
    • 11th Feb 18, 1:32 PM
    So when itís winter time and you have electric heating and you have young kids, they donít care and you are left out to hang?
    Originally posted by dush_yant
    Is your meter a prepayment meter made by either Landis Gyr, Actaris, Itron. These are key meters with a blue button ?
    I ve seen quite a few of this type of meter on my rounds meter reading which has either overheated and melted the cables or actually ignited
    • dush_yant
    • By dush_yant 11th Feb 18, 7:20 PM
    • 19 Posts
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    dush_yant
    • #6
    • 11th Feb 18, 7:20 PM
    • #6
    • 11th Feb 18, 7:20 PM
    Is your meter a prepayment meter made by either Landis Gyr, Actaris, Itron. These are key meters with a blue button ?
    I ve seen quite a few of this type of meter on my rounds meter reading which has either overheated and melted the cables or actually ignited
    Originally posted by House Martin
    No, itís a nomal pay monthly meter supplied by SSE. Actually quite new because it was installed 4 and a half years ago when I switched out of an economy 7 plan.
    • Smodlet
    • By Smodlet 12th Feb 18, 11:09 AM
    • 2,932 Posts
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    Smodlet
    • #7
    • 12th Feb 18, 11:09 AM
    • #7
    • 12th Feb 18, 11:09 AM
    Let us know how you get on. I would be looking for at least some compensation for having no heating/hot water where young children are concerned due to a faulty meter. Perhaps the Co-op would like to explain how their meter managed to explode and melt if it "cannot be faulty".

    If you decide to pursue this course of action, please do not be put off by the first indifferent bod you speak to. If you do not get someone who listens and does something to help you, ask to speak to a manager. If the manager does not offer a satisfactory response, speak to their manager and so on, and so forth. Escalate the complaint until you do get somewhere, if you have the energy. HTH.
    What is this life if, sweet wordsmith, we have no time to take the pith?
    Every stew starts with the first onion.
    I took it upon myself to investigate a trifle; it had custard, jelly, soggy sponge things...
    • trickytree1963
    • By trickytree1963 12th Feb 18, 11:23 AM
    • 241 Posts
    • 148 Thanks
    trickytree1963
    • #8
    • 12th Feb 18, 11:23 AM
    • #8
    • 12th Feb 18, 11:23 AM
    I would also recommend getting on the Priority Services Register if you switch to another supplier as you qualify through having a young family. Most companies provide an out of hours service, bit surprised Co Op doesnt tbh.
    • Smodlet
    • By Smodlet 12th Feb 18, 1:27 PM
    • 2,932 Posts
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    Smodlet
    • #9
    • 12th Feb 18, 1:27 PM
    • #9
    • 12th Feb 18, 1:27 PM
    I would also recommend getting on the Priority Services Register if you switch to another supplier as you qualify through having a young family. Most companies provide an out of hours service, bit surprised Co Op doesnt tbh.
    Originally posted by trickytree1963
    Just checked on nPower's website and it seems they don't. You can chat to someone about your bill until 10pm Mon-Fri, 8pm Sat but Priority Services' opening times are until 6pm Mon-Fri and 5pm Sat.
    Last edited by Smodlet; 12-02-2018 at 1:33 PM.
    What is this life if, sweet wordsmith, we have no time to take the pith?
    Every stew starts with the first onion.
    I took it upon myself to investigate a trifle; it had custard, jelly, soggy sponge things...
    • dush_yant
    • By dush_yant 13th Feb 18, 8:52 AM
    • 19 Posts
    • 5 Thanks
    dush_yant
    Just checked on nPower's website and it seems they don't. You can chat to someone about your bill until 10pm Mon-Fri, 8pm Sat but Priority Services' opening times are until 6pm Mon-Fri and 5pm Sat.
    Originally posted by Smodlet
    The consumer department of SSE does have a 24/7 emergency service for meter faults.
    They also look after the power distribution in my region under the name SSEN.
    • dush_yant
    • By dush_yant 13th Feb 18, 8:53 AM
    • 19 Posts
    • 5 Thanks
    dush_yant
    I think you will find even when a customer is off supply because of a faulty PPM they are not required to exchange the meter out of hours. OFGEM sets the rules.
    Originally posted by spiro
    By PPM you mean pre-pay meter? This is for a pay monthly service.
    • dush_yant
    • By dush_yant 13th Feb 18, 8:57 AM
    • 19 Posts
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    dush_yant
    OK so my meter was replaced yesterday by Lowri Beck who deals with meter issues for my region for all utility companies. The Lowri Beck tech said he was on-call all weekend. So because Coop Energy was not available out of hours, my issue was not logged with LB until Monday morning. Other utilities companies who had an out of hours service were logging jobs with him during the weekend to fix straight away.
    I think this is something that should be highlighted when people are encouraged to switch to a cheaper supplier - all utilities suppliers don't offer the same service so you may be paying less but you are also getting less for your money and cheaper doesn't necessarily mean better value for money if the service is not like for like.
    Last edited by dush_yant; 13-02-2018 at 8:59 AM.
    • Hengus
    • By Hengus 13th Feb 18, 9:48 AM
    • 5,599 Posts
    • 3,432 Thanks
    Hengus
    OK so my meter was replaced yesterday by Lowri Beck who deals with meter issues for my region for all utility companies. The Lowri Beck tech said he was on-call all weekend. So because Coop Energy was not available out of hours, my issue was not logged with LB until Monday morning. Other utilities companies who had an out of hours service were logging jobs with him during the weekend to fix straight away.
    I think this is something that should be highlighted when people are encouraged to switch to a cheaper supplier - all utilities suppliers don't offer the same service so you may be paying less but you are also getting less for your money and cheaper doesn't necessarily mean better value for money if the service is not like for like.
    Originally posted by dush_yant
    I am not sure that supplier CS is needed on 24 hour a day basis. The answer is simple. Suppliers should give customers details on statements etc of who to contact for a replacement meter etc with the caveat that all false call outs will incur a charge.
    • Norman Castle
    • By Norman Castle 13th Feb 18, 10:07 AM
    • 6,861 Posts
    • 5,600 Thanks
    Norman Castle
    I had to call the fire services to make it safe and the power distribution network on 105 who then just disconnected the power cable coming from underground and said it is not their responsibility to replace the meter
    It would make sense for the power distribution network to be able to offer contact details if a replacement meter is needed.
    Don't harass a hippie. You'll get bad karma.

    Never trust a newbie with a rtb tale.
    • Smodlet
    • By Smodlet 13th Feb 18, 2:27 PM
    • 2,932 Posts
    • 5,932 Thanks
    Smodlet
    The consumer department of SSE does have a 24/7 emergency service for meter faults.
    They also look after the power distribution in my region under the name SSEN.
    Originally posted by dush_yant

    Then it seems you are better off than nPower's customers, dush_yant. Thank you for this information; I will pursue it with my supplier. Very glad you now have your power restored. I think you have raised an interesting point which may be of benefit to others. Thanks again.
    What is this life if, sweet wordsmith, we have no time to take the pith?
    Every stew starts with the first onion.
    I took it upon myself to investigate a trifle; it had custard, jelly, soggy sponge things...
    • dush_yant
    • By dush_yant 13th Mar 18, 3:07 PM
    • 19 Posts
    • 5 Thanks
    dush_yant
    I logged a complaint with Coop Energy and this has been resolved now - Coop Energy have implemented an out of hours service where customers can get in touch with them for emergencies after their call centre closes. Just call the usual customer service number, option 2 and wait for instructions to be redirected to an emergency contact.
    Hopefully this means no-one else will have to go through what I had to.
    • House Martin
    • By House Martin 13th Mar 18, 8:02 PM
    • 1,303 Posts
    • 1,079 Thanks
    House Martin
    I m interested in why the meter "exploded " as you say .What did the Lowri Beck worker say why it had virtually melted with smoke coming out of it.?
    Was it a smart meter ?
    • dush_yant
    • By dush_yant 14th Mar 18, 3:34 PM
    • 19 Posts
    • 5 Thanks
    dush_yant
    I m interested in why the meter "exploded " as you say .What did the Lowri Beck worker say why it had virtually melted with smoke coming out of it.?
    Was it a smart meter ?
    Originally posted by House Martin
    Not a smartmeter, just a normal meter with a digital display though.
    The terminal connections went loose causing the resistance to increase which heated up the meter until it melted and exploded. Probably the tech who originally installed it five years ago didn't tighten the screws enough or the plastic construction had too much tolerance, the tech who came to repair said it's not an uncommon fault - he showed me dozens of pictures on his phone of similar incidents he was called out to!
    • House Martin
    • By House Martin 14th Mar 18, 3:58 PM
    • 1,303 Posts
    • 1,079 Thanks
    House Martin
    Thanks dush yant. Smart meters have been getting plenty of stick both on here and in the national press when the occasional one overheats due to loose terminals.
    I knew it is a problem which affects all electric meters when the installer did nt tighten them to the max but nice to have it confirmed by you and it was nt just poor training by smart meter installers
    • dush_yant
    • By dush_yant 15th Mar 18, 9:18 AM
    • 19 Posts
    • 5 Thanks
    dush_yant
    A bit OT - I received an email from IKEA yesterday for switching to 100% renewable electricity which is delivered in partnership with Octopus Energy - a "2018 Recommended Provider" by Which?.
    Was potentially interested in switching but having contacted Octopus Energy to ask about their out of hours services and the reply I got is that they too do not have an emergency number to call and the recommendation is to email them with "EMERGENCY" in the subject line and hopefully one of their staff will spot it but they are only open until 10PM on weekdays so looks like customers may be left high and dry outside of this timeframe. Now that Coop Energy have implemented an out of hours facility I will be sticking with them unless there is a cheaper (and ideally ethical too) supplier which can also provide OOH emergency callouts.
    OE did say that once they expand they may consider providing a 24/7 emergency service.
    Last edited by dush_yant; 15-03-2018 at 11:01 AM.
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