Wrong meter reading - Awful support

Hi guys,
Sat, Mar 2, 2:37 PM (9 days ago) I sent mail to help@bulb.co.uk about wrong meter reading. No reply at all. I am trying to access to so-called chat service, no luck!

Little bit summary.
I use to get energy from EDF, they offered a smart meter which I have accepted their offer. They came in and replaced the meter. In my life first time I saw a smart meter. It suppose to send automatic readings. Due lack of cell signal in basement it didn’t work, I being told I have to keep submitting reading. I asked them which value should I sent to them, active or reactive. Customer agent told me reactive. I kept submit readings and paid accordingly.

I have decided to switch to Bulb. It was a smooth transition. I was browsing Bulb web site. and saw an article on Bulb’s webpage about “How to read smart meter”. Then I learned I should read “Active Import” not reactive.
In same day I have sent mail to Bulb and told about what happened. They said, I should contact with EDF. EDF said transition completed, my account balance is £0, since it is their fault. I have all online chat transcription.

I have submitted correct (Active) reading to Bulb, now they are asking me to pay extra £576 because of active reactive difference which I do not owe to Bulb but EDF.

Also I want to uninstall smart meter, since it is installed monthly reading increased by 110%. Something wrong with it.

They do not even reply support mails! Any suggestion, how should I proceed?

Cheers,
-mo

Can you give them a call?

0300 303 0635

Can you give them a call?

0300 303 0635

Hi Andrew, thank you so much for your reply.

Eventually I will. That doesn’t change the fact their support is awful. If they give e-mail address and state that they will reply in 5 business day. It is their obligation to reply.

Cheers,
-mohac

Yes, you have been let down there.

@“Eleanor at Bulb” can you help?

Hi @mohacs

Firtsly, I’m sorry you’ve been left waiting. I’ll make sure one of our Energy Specialists gets back to you today.

You should definitely be reading the Total Active Import. I can see that EDF say this on their website too: https://www.edfenergy.com/sites/default/files/r861b_sme_aw1_e4.pdf

Your recent meter readings were significantly higher as you were using the Total Active rather than Reactive Import. And it makes it seem that your bills are very high compared to previous months.

To clarify, although it looks like you consumed a lot in one month, this is actually the result of different meter readings from months.

We can easily get this sorted for you and get your statements back to normal. We’ll need to ‘dispute’ your opening meter readings. We’ll change the 1061 to 03316 and agree this EDF. It’s likely that this will cause your final bill to increase significantly on their end as they will be using the same meter reading that we used to open your account. They’ll be able to sort this for you though.

In the meantime I’ve popped your statements on hold so you don’t keep receiving high bills. I won’t stop your payments because as your account will stay in credit whilst this is fixed.

Let me know if you have any further questions in the meantime.

And thanks for the flag @AndrewC

Hi @mohacs

Firtsly, I’m sorry you’ve been left waiting. I’ll make sure one of our Energy Specialists gets back to you today.

You should definitely be reading the Total Active Import. I can see that EDF say this on their website too: https://www.edfenergy.com/sites/default/files/r861b_sme_aw1_e4.pdf

Your recent meter readings were significantly higher as you were using the Total Active rather than Reactive Import. And it makes it seem that your bills are very high compared to previous months.

To clarify, although it looks like you consumed a lot in one month, this is actually the result of different meter readings from months.

We can easily get this sorted for you and get your statements back to normal. We’ll need to ‘dispute’ your opening meter readings. We’ll change the 1061 to 03316 and agree this EDF. It’s likely that this will cause your final bill to increase significantly on their end as they will be using the same meter reading that we used to open your account. They’ll be able to sort this for you though.

In the meantime I’ve popped your statements on hold so you don’t keep receiving high bills. I won’t stop your payments because as your account will stay in credit whilst this is fixed.

Let me know if you have any further questions in the meantime.

And thanks for the flag @AndrewC

Hi @“Eleanor at Bulb”

Thank you so much, your help appreciated.
I have contacted with EDF asap after I have contacted with Bulb. I believe it was just couple days after I switched to Bulb.
About “I can see that EDF say this on their website too”… No there weren’t any information on their web site when I looked. Please have a look the image below, when that PDF created and modified. Let’s say, I couldn’t find it and as I mention earlier I have contacted with them and asked what to do. Being told I should read “reactive”

If you want I can send chat transcript between me and EDF.

AND this is partly Bulb’s fault as well. I have tried to enter actual value to your system. It didn’t allow me, because big difference between previous reading. Then I have started submitting photos instead submitting numbers.

Cheers,
-mohac

Heya @mohacs

I really didn’t mean to say that you didn’t look at EDFs website. I’m sorry if it came across that way. It was just for peace of mind that both Bulb and EDF agree that you should be reading the Total Active Import.

As I say, we can get this sorted for you. Suppliers have an agreement that when an opening meter reading is incorrect, so long as we’ve got some evidence (which we do in your case) and the alternative reading seems correct (again, 03316 seems sensible) then we’ll both adjust our billing accordingly. It takes a few weeks for this process to formally go through but it will be fixed.

Sorry that it’s taken until now to get this sorted. Please nudge me if you need any extra help.

Hi @“Eleanor at Bulb”
Thank you so much. As long as everything go back into right track i am happy to pay what I used.
Cheers,
-mohac

@mohacs, something you might want to consider is whether Bulb or EDF are more expensive right now. If it’s EDF, then I’d just pay Bulb for the difference rather than having them make that dispute with EDF.
It’d end up cheaper for you that way.

@mohacs, something you might want to consider is whether Bulb or EDF are more expensive right now. If it's EDF, then I'd just pay Bulb for the difference rather than having them make that dispute with EDF. It'd end up cheaper for you that way.

@mowcius your suggestion does make perfect sense. This way or another I’ll pay that amount energy, even it is EDF’s fault. But not sure, is it right thing to do. I owe to EDF not Bulb.
Cheers,
-mohac

@mohacs, it may be technically correct to pay EDF, but who would you rather support? There’s a reason why you switched!

At this point Bulb may have already put through the dispute so it may be too late anyway.

@mowcius correct, lets see what @“Eleanor at Bulb” thinking about it…

Once we know about the incorrect opening meter readings, we really should get it changed!

I can see that Ed from Bulb has got back to you about the meter. I’m happy to answer general questions on Community but if you do have any more specific questions about your account, it’s best to fire them at Ed who can discuss it in more details.