Just thought I'd share our experience with other users here just in case they experience the same thing as us and apologies for the long post.
In January we had an email from our provider (First Utility) that we could have smart meters installed. Although we are sticklers for providing monthly readings, being able to look at our usage in cost every day and not having to remember to submit seemed appealing and being a tech addict....why not!
So I logged on and arranged the date / time for the installation to take place, the process was very smooth and we were given a date of around mid April. The installation occurred on the day and time advertised with no issues and we were given a nice little screen showing our real time usage, daily cost etc etc.
It's at this point is when the problems start. Our first bill landed in my inbox after the installation, some 3 weeks after the installation which stated the below:
Now you can imagine the reaction initially regarding a £3600 bill and given we were providing a reading every month on the same date I couldn't understand what had gone wrong. I obviously called First Utility who immediately raised a 'Case' as they call it, they held my DD payments at the same level and were very clear about the timelines upon which such complaints operate within.
After investigation it turned out that the meter company (who operate completely independent of energy suppliers) had not updated their records and failed to register us as having smart meters installed, so the billing system had automatically calculated the usage from our old meters to the new meters which both obviously started at 0 as if it was the same meters.
Fortunately for me, my wife in her wisdom had gone and submitted a meter reading on the morning of meter swap, this helped massively in aiding a quick resolution
After various update calls to me from First Utility it took around 10 weeks to get my bill corrected and I have to say the First Utility were absolutely brilliant throughout, I never had to chase them once and always called when they said they would.
So to sum up when having smart meters installed:
- Submit meter readings on the day of installation
- Don't panic if it goes wrong and you get landed with a massive bill
- Know that they have 90 days to get the bill corrected
Hopefully someone will find this useful!