I am new to the Community and would welcome any help I can get! In October I had a new smart meter fitted which has never worked properly. On one occasion it went offline for 5 days ("trying to connect"). Every day when online it tells me that I have no pre-payment gas facility - I do.
I am now at my wits end. LiveChat and direct telephone calls do not help - the only (repeated) suggestion is to unplug and reconnect, a daily procedure which sometimes helps, albeit briefly. Emails to customer relations take weeks to elicit a response (not the five working days promised). When I did eventually get a response it was to say that I would be liable for a charge of £39.99 if the meter were replaced. This is the first time I have ever known a customer to be charged for replacement of a faulty product - and I am 70 years old.
Has anybody else experienced a similar issue and was it resolved - if so, how?
I am now at the point of making a formal complaint. Has anybody else been forced to taking this step as a last resort, and did it get you anywhere?
Thanks for any help!
johnnysmiff51
I am now at my wits end. LiveChat and direct telephone calls do not help - the only (repeated) suggestion is to unplug and reconnect, a daily procedure which sometimes helps, albeit briefly. Emails to customer relations take weeks to elicit a response (not the five working days promised). When I did eventually get a response it was to say that I would be liable for a charge of £39.99 if the meter were replaced. This is the first time I have ever known a customer to be charged for replacement of a faulty product - and I am 70 years old.
Has anybody else experienced a similar issue and was it resolved - if so, how?
I am now at the point of making a formal complaint. Has anybody else been forced to taking this step as a last resort, and did it get you anywhere?
Thanks for any help!
johnnysmiff51
