Advice on UW switching day/night registers and charging for it.

[Andy]

The problem now is that I am with Octopus nominally on an E7 tariff. However my meter is dishing out 8 hours of cheap rate. I have contacted them but it seems they are not interested in discussing doing anything for the first 10 days. Only then if they haven't managed to connect. The info they have at the moment is that it is an E10 meter. Fun fun. So then I'll be outside of my cancellation date and will anyone accept me? Hopefully won't have to go to a normal tariff rate adding both readings together and pay an absolute fortune :<

[Andy]

Well, after the customer service rep was unable to help me any more she sped up the deadlock letter and I was able to go to the ombudsman just before Christmas. After many pages of evidence was sent they opened the case last week. UW got in touch and the case was very quickly sorted out by the complaints rep. If only the billing staff had taken a bit of time to do their job at the start, hours of time wasting could have been resolved. The initial customer service team were as helpful as they could be. It seems that 'billing team says no' is the default mode and that is that.

That's my second ombudsman case I've had with positive outcomes. The first time was with another company when they essentially double billed me about 4000 units between the handover of two companies and wouldn't pay me the difference. Hopefully I don't have to go through it again as I find the unknown outcome and large sums of money involved quite stressful.

The good news is I now seem to have a working smart meter and now I have to wait for the 'adapter' to change from SFE to Smart pair. I haven't found much on google about that. Once that has happened I can join IOG