How to submit meter readings in the app



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And another blue screen report. I have a Samsung Galaxy S7, Android 8.0.0, good wifi (79/6 down/upload this morning) and I have uninstalled and reinstalled the app. I used help and WattBot, but have heard nothing back (reported Tuesday evening, I don't know what time because the help/WattBot history doesn't display date/time as far as I can see). I can log into the app, look at my account, usage etc, but if I tap the burger menu top right and choose 'Send a meter reading' I get a spinner on a light blue page for a second or two then the dark blue screen others mention. I have to tap the escape button three times and then I am exited from the app completely rather than taken back to the home screen. As others have said, being able to submit meter readings is a pretty basic requirement to get right!
Marc;16584:
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 🆙


Hi Marc.

They're not updating me though. I've been asking since first thing yesterday morning for somebody to confirm that my readings have been applied correctly to my account, this time on the correct meter, and nobody has replied to me. It basically seems to be pot-luck as to whether you get a reply or not via the chat.
Hi @JamesB14
It's not a live-chat service. The team will reply within 48 hours.
If you sent them a message yesterday morning it means they haven't got round to your chat yet.
I'll flag it up to them 🆙
Marc;16634:
Hi @JamesB14
It's not a live-chat service. The team will reply within 48 hours.
If you sent them a message yesterday morning it means they haven't got round to your chat yet.
I'll flag it up to them 🆙


Hi Marc.

I appreciate it isn't a live chat service, but my point is that that isn't really workable:

- I was asked for my reading on the 13th.
- I need to supply my reading via the chat, either because the app doesn't work, or because you messed up my initial switch, but the chat isn't available after 5.30pm on the 13th, so I submit it first thing on the 14th.
- I then have to wait 48 hours for a reply, which takes me to the 16th. The 16th is my 2nd attempted switch day, after the first one was messed up by Pure Planet, so if anything has gone wrong this time, it's too late again to do anything about it.

Can you explain to me how this is supposed to work? It doesn't seem like you are taking these issues seriously at all - it's not like I'm the only person on here with similar complaints.
Hi @JamesB14
Tom from our Member services team is replying to you now
Is it possible to send individual meter readings (i.e. not have to read both gas and electric)? They are nowhere near each other, one I read when in the garden and one in the lounge, so I often am doing entirely different things when passing the meter and wanting to submit a reading.
Userlevel 6
Hi @Tom Pike, I don't believe the app will allow that when I had a look, sorry 😞. Looks like they do need to be sent in "one go".
Tom Pike;17347:
Is it possible to send individual meter readings (i.e. not have to read both gas and electric)? They are nowhere near each other, one I read when in the garden and one in the lounge, so I often am doing entirely different things when passing the meter and wanting to submit a reading.


Hi @Tom Pike
Welcome to the community!
Thanks for posting. 🙂 @Gil is spot on - both readings must be submitted at the same time.
I have a similar set-up in that my gas meter is outside, my electricity meter is under the stairs.
So what I do is read the gas first and memorise it, then walk back in, open my PP app and peer under the stairs to read and send the electricity meter, quickly followed by sending the gas reading.
All I am getting right now 22:56 on 23 nov is The request to connect in order to submit the meter readings is down.

Different devices and their appropriate apps on 4g and wireless.

Not sure what I can do if the servers are down.
Userlevel 6
Hi @Lucyt , there seems to be a lot of server issues at the moment :(

I would give it another go in the morning and see how it goes then. Post back how you get on:)
Gil;17601:
Hi @Lucyt , there seems to be a lot of server issues at the moment :(

I would give it another go in the morning and see how it goes then. Post back how you get on:)


Not working thus morning either. Still server issues
Userlevel 6
Lucyt;17621:
Not working thus morning either. Still server issues


Sorry to hear that 😞. Two options, @Marc could take a look to see if there is an account issue causing this now(?) or you could go to watttbot and "message the team" to ask them to investigate. You can then attach your readings at the same time.
Gil;17689:
Sorry to hear that 😞. Two options, @Marc could take a look to see if there is an account issue causing this now(?) or you could go to watttbot and "message the team" to ask them to investigate. You can then attach your readings at the same time.


I’ll try the wattbot now as there is still server issues this morning too
Lucyt;17599:
All I am getting right now 22:56 on 23 nov is The request to connect in order to submit the meter readings is down.

Different devices and their appropriate apps on 4g and wireless.

Not sure what I can do if the servers are down.


Hi @Lucyt
We had a server issue Saturday evening. Sorry about that.
It should all be OK now 🆙
Userlevel 6
Lucyt;17691:
I’ll try the wattbot now as there is still server issues this morning too


How have you got on today, are the servers issues resolved for you?
Hi! We have two different meters, but when I’m on the app, trying to send the readings, it only allows me to send the readings of one of them. When we switched to you I was able to send you a picture of them but unfortunately now I can’t do that anymore. How do I send you the readings of the second one(I think it was the night tarriff one+ heating).
Userlevel 7
Badge +10
hi Domenika
You can only be on one of two tariffs, normal or Economy 7.
Can you check your previous suppliers bill to see if it says you are either of those?
If you have 2 readings you must be on E7, as PP don't supply other tariffs (such as for example Economy 10)
and so both readings boxes should appear on the app for you to enter them.
If that isn't happening your account hasn't been set up properly or you aren't an E7 customer and there's been an error from the start.
Putting it simply, it's broken, all this said assuming your app is working properly.
Before you do anything delete and reload the app and log in again.
If it's the same you'll need to go to HELP in the app, type "message the team", and ask for your account to be looked at.
Gil;17833:
How have you got on today, are the servers issues resolved for you?


Yes the servers are working today thanks for your help
Userlevel 6
Lucyt;17925:
Yes the servers are working today thanks for your help


Happy days 🆒
Hi,thanks for getting back to me. I think we used to be on E7 meters and therefore we had two meters for the two different tarriff. I deleted the app as you suggested and logged in again. Unfortunately, nothing has changed. There are no two boxes that appear, so I’m still unable to send you the readers from the second meter. I will try to contact the team as you said. Thank you again.
I have photos on my iPhone and sent the figures only as I can’t see how to upload the photos. Can you instruct for next submission
Userlevel 7
Badge +9
Doc Richard;19498:
I have photos on my iPhone and sent the figures only as I can’t see how to upload the photos. Can you instruct for next submission


Hello doc.
You normally only send photos with your inital readings. Normal monthly readings dont need photos.
If your sending inital readings then the app should open your devise camera at the required time.
Userlevel 7
Badge +10
hi Domenika9
I don't know what you meter installation is but it sounds to me like you aren't on E7 and PP have switched only one of your two meters, the other one is likely still with your original provider. I may be wrong..
Find one of your old bills before you switched and see if it mentions your tariff or your metering class.
To clarify E7 is ONE tariff with day and night readings ( not two tariffs) and it does not normally have 2 separate meters. (although I still have no idea whether there are exceptions to that)
Also check to see how many MPAN's <<- are on your previous bills.
Domenika9;18410:
Hi,thanks for getting back to me. I think we used to be on E7 meters and therefore we had two meters for the two different tarriff. I deleted the app as you suggested and logged in again. Unfortunately, nothing has changed. There are no two boxes that appear, so I’m still unable to send you the readers from the second meter. I will try to contact the team as you said. Thank you again.


- - - Updated - - -

Hmmm, I have suggested something similar but for different reasons (to do with meter numbers).BUT.. It's not as simple as it first seems because the readings go off together for the same submission on the statement and are thus intended to be date stamped the same as each other. Thus treating each separately would require a significant software update (is my theory).
Furthermore PP don't do a gas-only contract, you have to be switched to PP for electricity in order for them to supply gas.

Ask Santa for a pencil and paper ...

Tom Pike;17347:
Is it possible to send individual meter readings (i.e. not have to read both gas and electric)? They are nowhere near each other, one I read when in the garden and one in the lounge, so I often am doing entirely different things when passing the meter and wanting to submit a reading.
Sending photos in app didn’t work. I have iPhone SE. I entered readings, took photo but at the preview screen where it said ‘click next’ there was no next button. Tried 3 times then submitted by skipping.
Charltones;20284:
Sending photos in app didn’t work. I have iPhone SE. I entered readings, took photo but at the preview screen where it said ‘click next’ there was no next button. Tried 3 times then submitted by skipping.


Hi @Charltones
Welcome to the community!
Thanks for posting.
Might be a bit late now, but it's possible the button was 'hidden' underneath the keyboard. Scrolling by pushing the screen up and down would reveal the button.

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