Smart meters – Time for a refund

Over the Christmas holidays the Badger and visiting family and friends reflected on 2022’s challenges. This has become something of an annual family ritual over the years because it normally proves cathartic, entertaining, and insightful. This year’s conversation proved particularly entertaining. To the Badger’s surprise, one cross-generational consensus emerged, namely that consumers have been over-sold the benefits of Smart Meters and are not getting value for money from the UK rollout programme or their energy suppliers. Everyone agreed, perhaps a little tongue in cheek, that one of the 2022 challenges was to get consumers a refund for the money they’ve paid via their bills for the Smart Meter programme.

Perhaps the Badger shouldn’t have been surprised given an update from the youngster whose experience was described two  months ago in the item Not another smart meter moan. In early November they emailed their supplier, EON, pointing out that the root cause of the metering problem lay with EON’s own systems. EON didn’t respond, and so in the week before Christmas the youngster phoned EON’s call centre whose only remedy was either to provide estimated bills going forwards or to arrange for an engineer to replace the Smart Meter which is actually working perfectly.  It emerged on the call that the meter problem started when EON unilaterally transferred the youngster’s account to EON Next, screwing up the data transfer in the process.  The call centre seemed at a loss on how to correct this, and so the youngster, who blames both the UK Smart Meter programme and EON, will leave EON at the end of their contract.   

Another friend, a long-standing SSE customer, also expressed annoyance with the recent transfer of their Smart Meter and SSE online account to OVO, who bought SSE’s retail energy arm in 2020. Their SSE online account provided useful year on year energy use comparison, but energy data prior to mid-November 2021 when it was transferred to OVO no longer appears in their online OVO account making year on year use comparison impossible. Being energy conscious and having lived in the same property for ten years, the Badger’s friend is frustrated and blames the UK rollout programme and OVO for not being consumer focused.      

It was numerous different experiences like these that seeded general agreement that getting consumers a refund for money spent on the UK Smart Meter was a 2022 challenge! After our discussion, we settled down to watch Netflix’s ‘Don’t look up’ which is a satirical take on our highly polarised, distorted, tech-dominated world. It made us all realise that there’s a next to zero chance of meeting this 2022 challenge,  and so we put another log in the wood-burner and thumbed our noses at all politicians and the energy industry. It felt like an apt gesture because we all expect to do more of the same as 2022 progresses…

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