Energy smart tracker

Thanks. Let's hope it gets sorted before the next credit amount is due, which isn't long now. 

As I said, I’m afraid it won’t be that soon. But I promise you this right here on this very public forum.

As soon as the fix is ready and fully tested, it will start rolling out. Within 24 hours of the fix being downloaded and installed to your meter, your IHD should fix itself permanently.

What I cannot promise however, is when that fix will be delivered. Because I don’t have that insight. Please be patient. It’s in development.

Thanks for being honest with me. I have patience, but something like this tends to make me lose it. I will do my best. I have spoken to some people I know who's meters are now working properly, one friend said yesterday hers had been sorted the day before. And she is with eon, it's obvious to me that some suppliers are taking longer to get things done, giving more stress to people. 

That’s a different issue. @meldrewreborn has been helping to keep track of those on another forum.

Although the amount of electric on the IHD is showing the right amount, it is saying minimum suggested top up £504.

I have still not received the £66 energy support payment.  3 phone calls to SSE, and 2 complaint forms, getting me nowhere.  They told me to phone back on the 7th November if I still haven’t received the October payment.  Worst customer service I’ve ever experienced.  They are so bad I tried to phone up a different energy supplier to move away from them, but nobody is taking on new accounts, I can’t even leave SSE.

I tried to submit a complaint to OFGEM but it won’t accept them as it hasn’t been long enough since I complained to SSE.  Today I contacted Citizens Advice Bureau, I have a reference number and will phone them up tomorrow and hopefully they can help me. 

I think I am finally getting my Energy Support Payment.  My mom phoned them up and got it sorted for me.  They have given me £16 credit as a down-payment and said the rest will come on the meter within 5 days.

Good to hear things are getting sorted for you, @mark531. 

In your earlier message you mention OFGEM. This will be the Ombudsmen, and they require either a deadlock letter or a complaint raised more than 8 weeks ago. You can arrange a deadlock letter once your complaint has been escalated to the complaints team. I just wanted to outline that for you so you know all your options. 

Not sure about that minimum top up figure though. If you’ve got a SMETS1 Aclara smart meter, your In Home Display may be affected by the same issue described here:

The electricity part of my smart meter appears to be working but the gas side is way out.  Today I’ve had a reading of instant use of 192kW, whereas my only gas appliance - the boiler- is rated at 24kW. So, the meter says I'm using 8 times as much gas as my boiler can use.  I’m assuming that the bug that caused this is on the list of fixes. 

My mom achieved nothing, despite her best efforts, as the SSE customer service team are completely useless.  She spoke to them 3 times, but then had to give up. as SSE pretended to give me the October energy support payment.  They gave me £66 credit, and £66 debt on the meter at the same time, with a repayment rate of £2+ per day.   I finally received the October payment from them 2 days ago after their complaints team contacted me since I contacted Ofgem.  They are looking into the November payment which I have still not received it.  There are serious problems with SSE’s customer services.  I feel sorry for anybody who has to phone them up to try to speak to them about something.

SSE would not even accept telephone calls about non-payment of the energy support payment until 18th October.  Then you have to start calling, you eventually make a complaint, maybe 1st November.  Then you have to wait until 1st January until Ofgem will begin to listen to the complaint.  Winter will be over before Ofgem help anybody to get the energy support payment meant to support people through winter.