How to submit meter readings in the app



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Jon1;11981:
Hello larcol.
If you use a lot more/less than expected based upon previous/expected usage then it will ask you to double check the reading before confirming the entry.
You can send readings as often as you like no need to wait for a prompt.


Thanks Jon1;1198.Did not know if I had to wait for message.
The app doesnt let me connect so cant update my meter readings. I have left two messages with the bot to ask someone to ring me about other issues. All this and I havent even started my supply yet. I dont think we will be with this supplier for very long.
Hi @Francis
Welcome to the community!
Do you mean you're logged in but the app isn't fuctioning? What mobile are you using? And which version of the OS has it got?
the new update on the app doesn't allow me to log in as normal showing a network problem unknown to me. How can I submit my readings? why is it only possible tp do so on the app and not your website? many thanks, Sam
Belfastgang;13732:
the new update on the app doesn't allow me to log in as normal showing a network problem unknown to me. How can I submit my readings? why is it only possible tp do so on the app and not your website? many thanks, Sam


Hi @Belfastgang
Is this still an issue for you or is it OK now?
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hi Belfast
to answer your question about the website, it's because it's an app based product only (apart from the community which runs on a piece of wet string.)
The network problem will probably go away...
Belfastgang;13732:
the new update on the app doesn't allow me to log in as normal showing a network problem unknown to me. How can I submit my readings? why is it only possible tp do so on the app and not your website? many thanks, Sam
Hi...I was asked for readings and photos on 24th which I sent. The send readings icon reappeared.Did more readings on 29th which have been acknowledged but no mention of previous readings. My supply went live on 29th so will they use the recent readings and ignore the previous ones?
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Hello butterfly.
The inital readings will appear once they have been agreed with your previous supplier. Nothing to fear.
I submitted my first meter readings on the date requested using the app. I also sent photos with each reading. I have since had an email saying my start bill will be based on estimates from my previous provider because I didn't submit any. What happened to the readings I submitted?

- - - Updated - - -

My readings also seem to have disappeared.
I keep getting a blue screen (I have no VPN active) when I try and send a meter reading. I have had this issue fir a few weeks now and so can’t senc a reading.
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hi Pile o stone
What device and operating system are you using? (phone/tablet android5, ios 9 etc)
Have you tried completely deleting the app and re-installing it?
(if you do that then best to delete all the lgin emails too so you don't get confused as to which is the latest)


Pile o stone;15589:
I keep getting a blue screen (I have no VPN active) when I try and send a meter reading. I have had this issue fir a few weeks now and so can’t senc a reading.
iOS 12.1
I’ve deleted the app a couple of times.
It’s never worked since the pure app got its new look and feel
Userlevel 6
Hi @Pile o stone, I know it doesn't help you but I'm also using iOS 12.1 and it does seem to be working at my end. Where are you getting the blue screen? When you open the app, is the first screen correct? - it should be showing a number of planets (mine is 3) in the lower half and a status at the top? Is the blue screen when you select the send meter reading button from either the first screen / from the 3 bars in the top right hand corner, or after you have entered in the meter readings?
I’ve not been able to submit a meter reading since pure planet changed the app’s GUI. I’ve updated my IOS twice and deleted and downloaded the app several times. Getting fed up now with the crappy service TBH and I’m looking around for a different green energy supplier
The blue screen happpens as soon as I click the Submit meter reading on the app front page. It just goes blue and hangs. I have also had issues where the app reports useage. Instead of reporting on a month by month basis, it reported 2 month, so I ‘payed’ for May twice. This was then recalculated twice and then when the new look app arrived the history vanished and I have no idea whether I’m being charged correctly for my usage. Having to try and solve issues via a public forum is an exercise in frustration and futility. Fed up now. Looking elsewhere for my green energy. I like the ethos of the company, hate the crapp, buggy app. Maybe employ some software testers rather than expecting your customers to test it?

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Quick update. The frustration with the lack of an app that actually works and a customer service that isn’t a forum on customers talking to each other to try and fill the void of actual paid company representatives has finally pushed against my usual apathy at changing energy suppliers (I was with my last one for 10 years until I switched because wanted Green energy). I am moving to ecotricity. Hopefully they will be better
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Hello
The ios 12 update has a flaw which means you may have to restart the phone when certain apps update in order to get them working properly.
Userlevel 7
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hi pile o s
Have you tried restarting your phone after installing the app?
Do you have another device you could try?


In reply to your other post PP will only charge you for what your meter readings are when submitted, and presumably you did get a statement showing correct usage?
The fact that the app might be buggy is very unfortunate but hopefully it will be sorted.

Anyway good luck with ecotricity, you clearly feel that somehow PP are exploiting you because their systems aren't bomb proof, but I see it as a collaborative effort, and an aim for the most number of happy people. Sadly you aren't one of them.
Hi @Pile o stone
Our tech team are looking into this
I'm flagging it up with them again this morning
Will update you ASAP
Lirwin;15428:
I submitted my first meter readings on the date requested using the app. I also sent photos with each reading. I have since had an email saying my start bill will be based on estimates from my previous provider because I didn't submit any. What happened to the readings I submitted?

- - - Updated - - -

My readings also seem to have disappeared.


Hi @Lirwin
I've flagged this up with our Member services team
It'll get sorted 🆙
Marc;15703:
Hi @Lirwin
I've flagged this up with our Member services team
It'll get sorted 🆙


Hi again @Lirwin
Our team have checked this out.
You should have received an email about a technical issue which caused your gas to come on supply with us a few days later than your electricity. The email also included info that the opening gas reading would need to be sent a few days later than the electricity.
It's the reason that your readings aren't showing in your app.
Once we get estimated opening readings from your previous supplier it'll show in your app. If the gas estimate is way off your opening readings our team will raise a dispute.
Hope that helps explain the situation?
Hi, I submitted some readings just now and the app said that the numbers I submitted were lower than expexted? How do I attach photos to prove the numbers/meters are correct?
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Ffruzsina;16466:
Hi, I submitted some readings just now and the app said that the numbers I submitted were lower than expexted? How do I attach photos to prove the numbers/meters are correct?


Dont worry about it. Some months it says lower some monthd higher. Not really sure how they work it out. So long as what you entered was correct its not a problem.
Hi @Ffruzsina
Welcome to the community!
Thanks for posting
The reply from @Jon1 is spot on. :)
The message that readings look low can pop up if someone has recently moved in to a new property, and the energy usage is different to previous homeowners/tenants.
But even if that's not the case with you, it's not anything to worry about
I'd also like to chime in and say that I'm unable to submit meter readings. I just get a blue screen and the app freezes until I reset it. I'm on Android 8.1, and have reinstalled the app. Not sure why you haven't sorted this more promptly, customers being able to submit readings is a pretty basic requirement for an energy provider.

This is on top of a botched switch because you didn't bother to check which meter was mine and just picked one at random out of the 4 you had to choose from. Octopus Energy were able to check with me in advance when I switched to them to make sure they got the right meter. Again, I'm not sure why you didn't.

I appreciate you're a relatively new company etc, but these are issues that customers that shouldn't be having to deal with.
JamesB14;16526:
I'd also like to chime in and say that I'm unable to submit meter readings.

This is on top of a botched switch


Hi @JamesB14
Welcome to the community!
Sorry that the app isn't working for you at the moment.
The reason isn't technical, it's because of the issue when you switched.
Our Member services team have been updating you via chat in WattBot - they'll get it sorted 🆙

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