A customer discovery
While the customer’s monthly payment would be £40, the in-home display would report usage as high as £46 in only a day. However, within a matter of hours, this would drop to only £8 or £9. The customer referred to the device as a “joke”.
According to a customer service agent, this is part of a broader challenge and instructed the customer to unplug the meter display.
Another supplier informed the newspaper that the issue is common knowledge in the industry. They went onto say that, during a meeting of several energy companies, the head of smart for a Big Six energy supplier mentioned that his display switches off whenever he turns on his dishwasher.
Reporting further issues
The Department for Business, Energy and Industrial Strategy (BEIS), which is overseeing the smart meter rollout in the UK, said the problem has not been raised by another supplier. According to a spokesperson: “Any consumer experiencing problems with their in-home display should contact their supplier, which is obliged to replace it free of charge if it is not working properly.
“Over 14 million smart meters are now operating in Great Britain, with the overwhelming majority of consumers saying the displays help them better understand their energy use – helping them cut their bills.”
Your role as an installer
With such issues arising, it’s quite an important time for installers to ensure their knowledge is completely up to date. This will allow you to continue providing excellent service, so why not get in touch with ECTA Training? We work with several Smart Meter installation companies across the UK and can place you with a company who is actively recruiting in your area. Contact us to learn more.