Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@.

Search
  • FIRST POST
    • Cindyeliza
    • By Cindyeliza 12th Apr 18, 9:08 PM
    • 3Posts
    • 0Thanks
    Cindyeliza
    Help needed; smart meter malfunction resulting in shock bill
    • #1
    • 12th Apr 18, 9:08 PM
    Help needed; smart meter malfunction resulting in shock bill 12th Apr 18 at 9:08 PM
    Hi everyone!
    First time posting and hoping someone can help! Sorry if Iím doing it in the wrong place etc...
    So Iíve been with EDF for just over 2 years and we got a smart meter installed in November 2017. When we got the meter installed we got told it was working fine and all our readings will be taken automatically from then on forward. Skipping ahead to March I get a bill for my electricity but not my gas usage. So I contact them to be told I havenít provided a meter reading... I explain that it should already be done but they say theyíre not getting anything on there end! So I provide a meter reading manually which results in a bill of nearly £400!! I should add that in these 5 months my smart meter has to me been working fine! Itís been showing me my daily gas usuage and Iíve been completely within my payment and none the wiser I was putting myself in debt otherwise I would have upped my Direct Debit amount!! I have even offered to take a picture of the smart meter to prove that itís given me false information, as itís saying Iím using £3 a day max for gas but they donít want it.
    Obviously Iím furious and have raised a complaint but I have no been told the most they can offer me is £50 credit... which to me is not good enough at all!! Iím planning on taking it further, however I want to know is it worth it? Where do I stand in this situation?
    Their argument is that sometimes the signal doesnít work and the smart meter isnít always correct, and that is in the t&cís but surely if Iíve been told for 5 months that Iím within my usuage and had no contact from them to say they were unable to take the reading then they have caused me to be in this situation? I have to also add that this has happened at the worst possible time of year as it was during the ďbeast from the eastĒ where it was -7 here!! They have also offered me a payment plan but I really donít want that, I donít see how this is my fault?
    Someone please help and tell me if Iím wrong? Iím actually scared to put my heating on!
    Thank you!!
Page 1
    • trickytree1963
    • By trickytree1963 12th Apr 18, 10:44 PM
    • 241 Posts
    • 148 Thanks
    trickytree1963
    • #2
    • 12th Apr 18, 10:44 PM
    • #2
    • 12th Apr 18, 10:44 PM
    £3 a day gas usage in winter seems a bit low, your "Smart Meter" is this your In House display? They can be faulty in showing consumption
    • molerat
    • By molerat 12th Apr 18, 11:00 PM
    • 18,353 Posts
    • 12,531 Thanks
    molerat
    • #3
    • 12th Apr 18, 11:00 PM
    • #3
    • 12th Apr 18, 11:00 PM
    £3 a day gas usage in winter seems a bit low
    Originally posted by trickytree1963
    With my heating on 24/7 the maximum I have used in one day is 110 kWh which comes in at £2.65.

    OP, when you checked your account every month to see how it was sitting what did it show ?
    Last edited by molerat; 12-04-2018 at 11:03 PM.
    www.helpforheroes.org.uk/donations.html
    • Cindyeliza
    • By Cindyeliza 13th Apr 18, 6:44 AM
    • 3 Posts
    • 0 Thanks
    Cindyeliza
    • #4
    • 13th Apr 18, 6:44 AM
    • #4
    • 13th Apr 18, 6:44 AM
    On the smart meter it showed £39.00. I didn!!!8217;t check the actual gas meter as i thought the smart meter was working fine and I had no contact from edf for 5 months the say otherwise however they say !!!8220;well they don!!!8217;t always work properly and we wouldn!!!8217;t contact you to say it!!!8217;s not!!!8221; but my point is that it has been showing usage, it!!!8217;s not like it has been showing non at all so I thought obviously everything was fine.
    • trickytree1963
    • By trickytree1963 13th Apr 18, 9:43 AM
    • 241 Posts
    • 148 Thanks
    trickytree1963
    • #5
    • 13th Apr 18, 9:43 AM
    • #5
    • 13th Apr 18, 9:43 AM
    Did you give them the reading from your smart meter in m3 or kWh as both are given on the meter and it might be you gave them the kWh figure and theyve entered the figure as m3 then converted it? (Seen this happen before , inflastes your bill by x11!!
    • Cindyeliza
    • By Cindyeliza 13th Apr 18, 10:32 AM
    • 3 Posts
    • 0 Thanks
    Cindyeliza
    • #6
    • 13th Apr 18, 10:32 AM
    • #6
    • 13th Apr 18, 10:32 AM
    No I gave them a reading from the actual gas meter, the smart meter is dramatic lower than the outside meter
    • House Martin
    • By House Martin 13th Apr 18, 11:42 AM
    • 1,287 Posts
    • 1,069 Thanks
    House Martin
    • #7
    • 13th Apr 18, 11:42 AM
    • #7
    • 13th Apr 18, 11:42 AM
    No I gave them a reading from the actual gas meter, the smart meter is dramatic lower than the outside meter
    Originally posted by Cindyeliza
    Can you please stop referring to the £5 freebie gimmick, the In House Display as a "meter ". The one thing it surely is nt is a "meter "it is an energy monitor. A meter is a measuring device.
    Unplug the thing and chuck it in bin/cupboard and forget about it.
    That is what most people do.
    sounds like your actual "smart " meter is now relegated to just being a normal "dumb " meter and lost its connection with the server.
    You will find that most of the posters on here would nt have a "smart " meter until they are properly "smart ". That is when they work with all the suppliers. At the moment they become dumb the instant someone switches suppliers
    Last edited by House Martin; 13-04-2018 at 11:46 AM.
    • PaschalFun
    • By PaschalFun 13th Apr 18, 11:50 AM
    • 178 Posts
    • 50 Thanks
    PaschalFun
    • #8
    • 13th Apr 18, 11:50 AM
    • #8
    • 13th Apr 18, 11:50 AM
    Hi everyone!
    First time posting and hoping someone can help! Sorry if I!!!8217;m doing it in the wrong place etc...
    So I!!!8217;ve been with EDF for just over 2 years and we got a smart meter installed in November 2017. When we got the meter installed we got told it was working fine and all our readings will be taken automatically from then on forward. Skipping ahead to March I get a bill for my electricity but not my gas usage. So I contact them to be told I haven!!!8217;t provided a meter reading... I explain that it should already be done but they say they!!!8217;re not getting anything on there end! So I provide a meter reading manually which results in a bill of nearly £400!! I should add that in these 5 months my smart meter has to me been working fine! It!!!8217;s been showing me my daily gas usuage and I!!!8217;ve been completely within my payment and none the wiser I was putting myself in debt otherwise I would have upped my Direct Debit amount!! I have even offered to take a picture of the smart meter to prove that it!!!8217;s given me false information, as it!!!8217;s saying I!!!8217;m using £3 a day max for gas but they don!!!8217;t want it.
    Obviously I!!!8217;m furious and have raised a complaint but I have no been told the most they can offer me is £50 credit... which to me is not good enough at all!! I!!!8217;m planning on taking it further, however I want to know is it worth it? Where do I stand in this situation?
    Their argument is that sometimes the signal doesn!!!8217;t work and the smart meter isn!!!8217;t always correct, and that is in the t&c!!!8217;s but surely if I!!!8217;ve been told for 5 months that I!!!8217;m within my usuage and had no contact from them to say they were unable to take the reading then they have caused me to be in this situation? I have to also add that this has happened at the worst possible time of year as it was during the !!!8220;beast from the east!!!8221; where it was -7 here!! They have also offered me a payment plan but I really don!!!8217;t want that, I don!!!8217;t see how this is my fault?
    Someone please help and tell me if I!!!8217;m wrong? I!!!8217;m actually scared to put my heating on!
    Thank you!!
    Originally posted by Cindyeliza
    If the bill is correct (based on usage & tariff), then I'm afraid you probably owe the money.

    I'm surprised the supplier has sent a bill at all, rather than simply amended your monthly DD (if appropriate)

    however, I see you have since been offered this option, but have rejected it.
    I'm not sure what you are expecting the supplier to do ...

    On a positive side, possibly 24 degrees next week, so you shouldn't need any heating
    Last edited by PaschalFun; 13-04-2018 at 11:52 AM.
    • Robin9
    • By Robin9 13th Apr 18, 11:53 AM
    • 2,451 Posts
    • 1,591 Thanks
    Robin9
    • #9
    • 13th Apr 18, 11:53 AM
    • #9
    • 13th Apr 18, 11:53 AM
    Can you please stop referring to the £5 freebie gimmick, the In House Display as a "meter ". The one thing it surely is nt is a "meter "it is an energy monitor. A meter is a measuring device.
    Unplug the thing and chuck it in bin/cupboard and forget about it.
    That is what most people do.
    sounds like your actual "smart " meter is now relegated to just being a normal "dumb " meter and lost its connection with the server.
    You will find that most of the posters on here would nt have a "smart " meter until they are properly "smart ". That is when they work with all the suppliers. At the moment they become dumb the instant someone switches suppliers
    Originally posted by House Martin
    I agree 100% - throw the In House Display TOY away - it wont help you save energy.

    Get into the habit of reading your meter at least monthly and compare it with the bill online.
    Never pay on an estimated bill
    • Andy_WSM
    • By Andy_WSM 13th Apr 18, 12:52 PM
    • 2,109 Posts
    • 4,531 Thanks
    Andy_WSM
    No I gave them a reading from the actual gas meter, the smart meter is dramatic lower than the outside meter
    Originally posted by Cindyeliza
    That doesn't answer the question that was asked. The smart meter (not the indoor gimmic) shows a reading in BOTH volume & kWh. The supplier needs the reading from the volume screen. If you have provided the (higher) kWh reading then you will be billed an awful lot more than you should be.

    • Robin9
    • By Robin9 13th Apr 18, 1:17 PM
    • 2,451 Posts
    • 1,591 Thanks
    Robin9
    Can you identify the make and model number of the meter please - as Andy has said there may be a meter reading issue.

    My own meter has a simple button press to give a reading in m3. My MIL has a keypad arrangement and needs number 9 to be pressed.
    Never pay on an estimated bill
    • mbmonty
    • By mbmonty 14th Apr 18, 7:53 PM
    • 102 Posts
    • 54 Thanks
    mbmonty
    Really is a DUMB meter toy.
    Hi everyone!
    First time posting and hoping someone can help! Sorry if I!!!8217;m doing it in the wrong place etc...
    So I!!!8217;ve been with EDF for just over 2 years and we got a smart meter installed in November 2017. When we got the meter installed we got told it was working fine and all our readings will be taken automatically from then on forward. Skipping ahead to March I get a bill for my electricity but not my gas usage. So I contact them to be told I haven!!!8217;t provided a meter reading... I explain that it should already be done but they say they!!!8217;re not getting anything on there end! So I provide a meter reading manually which results in a bill of nearly £400!! I should add that in these 5 months my smart meter has to me been working fine! It!!!8217;s been showing me my daily gas usuage and I!!!8217;ve been completely within my payment and none the wiser I was putting myself in debt otherwise I would have upped my Direct Debit amount!! I have even offered to take a picture of the smart meter to prove that it!!!8217;s given me false information, as it!!!8217;s saying I!!!8217;m using £3 a day max for gas but they don!!!8217;t want it.
    Obviously I!!!8217;m furious and have raised a complaint but I have no been told the most they can offer me is £50 credit... which to me is not good enough at all!! I!!!8217;m planning on taking it further, however I want to know is it worth it? Where do I stand in this situation?
    Their argument is that sometimes the signal doesn!!!8217;t work and the smart meter isn!!!8217;t always correct, and that is in the t&c!!!8217;s but surely if I!!!8217;ve been told for 5 months that I!!!8217;m within my usuage and had no contact from them to say they were unable to take the reading then they have caused me to be in this situation? I have to also add that this has happened at the worst possible time of year as it was during the !!!8220;beast from the east!!!8221; where it was -7 here!! They have also offered me a payment plan but I really don!!!8217;t want that, I don!!!8217;t see how this is my fault?
    Someone please help and tell me if I!!!8217;m wrong? I!!!8217;m actually scared to put my heating on!
    Thank you!!
    Originally posted by Cindyeliza
    And they wonder why people are reluctant to have these dumb meters and their toy attachments!

    I thought the whole idea of the stupid inhouse toy was that it displayed how much you owed in real money not kWh or M3 to the power of Pi divided by your collar size!

    My advice to the OP, fight them ALL the way, then when you hit deadlock go for the independent energy ombudsman, I think that costs them about £350, so even if they do not rule in your favour you have cost the energy company some money for messing you around.

    The whole point of those stupid meters was supposed to be no surprises, not 5 months of racked up bills and all the anxiety that brings.

    I think you can reasonably argue that if their kit had been working properly you would have adapted your usage and so not incurred such a huge bill. Therefore it is their fault because their kit did not work and had it worked you would have cut back.

    Is this not the whole selling point of the dumb meters?
    Last edited by mbmonty; 14-04-2018 at 7:56 PM.
    • spiro
    • By spiro 15th Apr 18, 9:06 AM
    • 5,907 Posts
    • 2,836 Thanks
    spiro
    I thought the whole idea of the stupid inhouse toy was that it displayed how much you owed in real money not kWh or M3 to the power of Pi divided by your collar size!
    Originally posted by mbmonty
    The IDH is designed to show how much you are using in both kWh and £s is it not designed to show how much you owe. That is what your bill/statement shows.
    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).
    • mbmonty
    • By mbmonty 15th Apr 18, 10:34 AM
    • 102 Posts
    • 54 Thanks
    mbmonty
    I beg to differ


    To look at the energy you're using right now, select Instant.

    Press it again to see Cumulative - the energy you've used so far.

    Then press it one more time to see Predictive - what you're expected to use in the future
    by Smart Meter Brochure;
    Maybe you have a cheap naff version or maybe you never tried pressing the buttons!

    Here is a video that explains



    Also, the situation of the OP is exacerbated by the fact that they did not bill for 5 months, that they had no input at their end for 5 months and did nothing to alert the customer.

    The whole justification for these dumb meters was that energy companies would be more responsive as they could see what was going on at any given time.

    If my energy company pulled a stunt like this I would have no problem arguing for a substantial credit due to their incompetence and negligence.
    Last edited by mbmonty; 15-04-2018 at 10:55 AM.
    • spiro
    • By spiro 15th Apr 18, 4:41 PM
    • 5,907 Posts
    • 2,836 Thanks
    spiro
    I beg to differ



    Maybe you have a cheap naff version or maybe you never tried pressing the buttons!

    Here is a video that explains



    Also, the situation of the OP is exacerbated by the fact that they did not bill for 5 months, that they had no input at their end for 5 months and did nothing to alert the customer.

    The whole justification for these dumb meters was that energy companies would be more responsive as they could see what was going on at any given time.

    If my energy company pulled a stunt like this I would have no problem arguing for a substantial credit due to their incompetence and negligence.
    Originally posted by mbmonty
    How often you get a bill depends on your bill/payment method. If you pay on bill then you typically get a bill every 3 months, if you pay by DD you just get a statement and the frequency of these varies.
    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).
    • mbmonty
    • By mbmonty 15th Apr 18, 6:05 PM
    • 102 Posts
    • 54 Thanks
    mbmonty
    Yes but none of them are 5 months and all my previous points give OP reason to dispute.

    I think it is fundamental that their equipment works and is accurate, it is their responsibility to make sure it does.

    In the past when they have had a faulty timer on Eco7 I made that argument and won, there is no way I would have allowed bill to go so high but due to their faulty kit unreasonable bills were created.

    I was a fool and just paid them, blaming it on a new property, then I turned everything off, even when I said I felt kit was faulty they did not act responsibly. They refused to put in clone meter thing.

    Then a meter reader came and he had this red stick that illuminated when he put it over the night wire.

    That confirmed the fault and we then had the fun of negotiating the rebate etc.
    • trickytree1963
    • By trickytree1963 15th Apr 18, 9:05 PM
    • 241 Posts
    • 148 Thanks
    trickytree1963
    All these answers are just taking the topic off point, the key is what reading did you give your supplier OP and was it in m3 or kWh? Have you got a bill you can share us with the reading on or a picture of the meter reading you use?

    All the stuff about IHDs is not relevant that is not a METER!
    • mbmonty
    • By mbmonty 16th Apr 18, 12:19 AM
    • 102 Posts
    • 54 Thanks
    mbmonty
    Valid point

    However, if you were to ask most people who were not in industry or lurking in forums, they would think the IHD was their Smart/Dumb meter, they would think that the Energy company was doing what it said it would be doing, i.e. reading it automatically, be acting responsibly by contacting their customer at the earliest opporunity if not getting readings.

    The whole point of these damn meters was that faulty readings by consumers would be a thing of the past.

    If the OP was going to come back I think they would have by now.

    This is what happens when you create a forum with a default setting that does not subscribe the OP to the thread.
    • MeterMan
    • By MeterMan 16th Apr 18, 8:43 PM
    • 297 Posts
    • 167 Thanks
    MeterMan
    3 quid a day for 5 months... its roughly 90 quid a month, so a bill of 400quid doesn't sound too bad.

    Have you been paying direct debits on top of this?
    Whats the current gas meter reading in m3?

    I will try to help, but I am of the opinion that you have used the gas.
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

3,472Posts Today

8,244Users online

Martin's Twitter