Team Responses to Queries

  • 26 February 2019
  • 21 replies
  • 243 views

My experience has not been good. I get a text message saying the Team have replied to my query with a link to PP. But it just takes you to the opening WhatBot page. With no instructions about how to access the Team’s response. What has been the Community’s experience of this method of dealing with potentially serious queries?

21 replies

Userlevel 7
Badge +9
Hi Wirralian,

Just a thought and might not be the solution. Have you just used the APP to return to wattBot to review the message from team rather than use the link on the Text. I use an iPad for the PP APP.

I get the text on the phone advising message and when I open wattBot on the iPad all historic messages and responses are there.
Sorry I've rambled on..
Wirralian;24477:
My experience has not been good. I get a text message saying the Team have replied to my query with a link to PP. But it just takes you to the opening WhatBot page. With no instructions about how to access the Team’s response. What has been the Community’s experience of this method of dealing with potentially serious queries?


Hi @Wirralian
To see your old messages in WattBot make sure you're logged into your Pure Planet app 🆙
I am. It happens automatically. Still can’t see the reply.
Userlevel 7
Badge +9
Have you tried deleting the APP then reinstalling...just another guess...and does resolve some glitches..
I am trying to progress a potential overcharging claim. I can’t access the Team’s replies. My only course of action now is to register a complaint. At least I get my one phone call.

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Strutt G;24528:
Have you tried deleting the APP then reinstalling...just another guess...and does resolve some glitches..

Tried this still no joy.

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Strutt G;24478:
Hi Wirralian,

Just a thought and might not be the solution. Have you just used the APP to return to wattBot to review the message from team rather than use the link on the Text. I use an iPad for the PP APP.

I get the text on the phone advising message and when I open wattBot on the iPad all historic messages and responses are there.
Sorry I've rambled on..

I get the text on my iPhone and click on the link and it just takes me to the standard wattBot page even though I am logged in. I have the PP app on my iPhone and iPad.
Userlevel 7
Badge +9
Hi Wirralian,

Explain what you mean by overcharging claim?

I guess you read your welcome pack attachment and how the seasonal DD's are charged in advance etc etc. PP carry out DD adjustments twice a year.

Anyway that does not resolve the reason why you cannot see the teams response.
When you used wattBot...you first typed "Message the Team" you posted your question...you got a text within 2 days advising message response by the team available which was not there following your original question..and you can see your original question?

Perhaps the community can assist with advice regarding your claim first...allowing a little more time for Marc to respond and if this fails proceed to the complaints form...your shout...lots of peeps ready to assist
Hi @Wirralian
I've checked this out with our Member services team. The query they got from you in chat was why are there four lots of Membership fees on your statement, instead of two (one per each fuel).
The reason is because earlier this month we reduced the Membership fee from £8.50 per month, per fuel, to £8.
It's calculated as a daily rate, so what you're seeing on your statement for each fuel is the number of days at the old rate, and the number of days at the new rate.

Your had another query about your solar panels. We're not quite ready to facilitate a feed-in tariff. We supply properties with energy that have FITs, but they will not be taken into account in our charges.

The 3rd query was about readings and estimates. We got a your meter reading on 19 February and an estimate was produced for the remainder of the billing period - up to 22 February. Your statements have been produced using your readings. As you submit more readings over time your estimates become more and more accurate.

Hope that helps. :up: I don't know why you're not seeing the messages in WattBot. It was taken offline earlier this week so that may be behind it.
Thanks for eventually getting a response to me. The most important query you haven’t responded to. I suspect that the meter I am giving you the Readings from is not measuring my consumption correctly. Resulting in me being overcharged. I have asked for the meter to be checked. Please can you arrange for an engineer to visit and check it out. I didn’t mention FIT. I know you don’t offer it so I have gone with BG. What I did say was that I have just installed 6.4kW of PV panels and a 5kWh battery, to make the point that my consumption from the grid is extremely low. This is not reflected in the readings from the consumer unit. Also I made the point that only 2 people live in the house and over the last month we were away most of the time. I sent screenshots from the battery supplier’s app in support of this. You haven’t discussed this either.

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Marc;24535:
Hi @Wirralian
I've checked this out with our Member services team. The query they got from you in chat was why are there four lots of Membership fees on your statement, instead of two (one per each fuel).
The reason is because earlier this month we reduced the Membership fee from £8.50 per month, per fuel, to £8.
It's calculated as a daily rate, so what you're seeing on your statement for each fuel is the number of days at the old rate, and the number of days at the new rate.

Your had another query about your solar panels. We're not quite ready to facilitate a feed-in tariff. We supply properties with energy that have FITs, but they will not be taken into account in our charges.

The 3rd query was about readings and estimates. We got a your meter reading on 19 February and an estimate was produced for the remainder of the billing period - up to 22 February. Your statements have been produced using your readings. As you submit more readings over time your estimates become more and more accurate.

Hope that helps. :up: I don't know why you're not seeing the messages in WattBot. It was taken offline earlier this week so that may be behind it.

The surgery on wattBot hasn’t sorted out the response problem for me.
Userlevel 7
Badge +11
hi Wirralian
If your meter is not taking into account your solar generation then i would have thought you ought to have the installation checked by whoever installed the solar generation?
Do you have a second meter measuring your f i t generation?
Wirralian;24551:
Thanks for eventually getting a response to me. The most important query you haven’t responded to. I suspect that the meter I am giving you the Readings from is not measuring my consumption correctly. Resulting in me being overcharged. I have asked for the meter to be checked. Please can you arrange for an engineer to visit and check it out. I didn’t mention FIT. I know you don’t offer it so I have gone with BG. What I did say was that I have just installed 6.4kW of PV panels and a 5kWh battery, to make the point that my consumption from the grid is extremely low. This is not reflected in the readings from the consumer unit. Also I made the point that only 2 people live in the house and over the last month we were away most of the time. I sent screenshots from the battery supplier’s app in support of this. You haven’t discussed this either.

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The surgery on wattBot hasn’t sorted out the response problem for me.
woz;24561:
hi Wirralian
If your meter is not taking into account your solar generation then i would have thought you ought to have the installation checked by whoever installed the solar generation?
Do you have a second meter measuring your f i t generation?

The consumer meter PP are using is installed at the point where the mains from the grid enters the house. It is this meter which needs checking. I am guessing consumer units measure volts and amps to calculate watts consumed from the grid. But can it differentiate between volts and amps being imported from volts and amps being exported. The solar panel installer has installer has installed a meter which measures the watts being generated by the panels. The system also records watts imported from the grid and watts exported to the grid.
Marc;24502:
Hi @Wirralian
To see your old messages in WattBot make sure you're logged into your Pure Planet app 🆙

Still can’t see the old messages in WattBot. What is being done to resolve this?

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Strutt G;24531:
Hi Wirralian,

Explain what you mean by overcharging claim?

I guess you read your welcome pack attachment and how the seasonal DD's are charged in advance etc etc. PP carry out DD adjustments twice a year.

Anyway that does not resolve the reason why you cannot see the teams response.
When you used wattBot...you first typed "Message the Team" you posted your question...you got a text within 2 days advising message response by the team available which was not there following your original question..and you can see your original question?

Perhaps the community can assist with advice regarding your claim first...allowing a little more time for Marc to respond and if this fails proceed to the complaints form...your shout...lots of peeps ready to assist

Thank you for trying to help, but the explanation of why I think I may have been overcharged, is more involved than your explanation which I already understand. PP have finally got involved and listening to me. Watch this space for their responses.
Userlevel 7
Badge +9
Hi Wirralian,
Big thanks to you too and I am watching with interest.
I agree your setup is involved and is too intricate for me to understand.
I wish you well and look forward to your situ being resolved.
Keepon keepin on and it will get sorted.
Userlevel 7
Badge +9
Wirralian;24620:
The consumer meter PP are using is installed at the point where the mains from the grid enters the house. It is this meter which needs checking. I am guessing consumer units measure volts and amps to calculate watts consumed from the grid. But can it differentiate between volts and amps being imported from volts and amps being exported. The solar panel installer has installer has installed a meter which measures the watts being generated by the panels. The system also records watts imported from the grid and watts exported to the grid.


Hi Wirralian
I was looking over your posts, and while I can't help you find your answers from Wattbot, I don't think anyone has picked up that you originally mentioned that you were using a smart meter.

First generation smart meters don't switch when you switch supplier (and don't cope with solar panels either), so you have to take your reading manually. Have a look at this:
https://community.purepla.net/threads/1063-Smart-meters-will-yours-work-how-to-read-them-how-to-get-one-and-other-FAQs

That reading should only measure the energy that you are taking from the grid if the wiring was done correctly. I would enter that reading as soon as possible, and hopefully that will solve the problem.

I hope so!

Best of luck
Stephen
Userlevel 7
Badge +11
Hi Stephen
that's precisely why I suggested asking the installer.
There is also a possibility that if the meter is reading correctly, but the install is incorrect that wirralian could be charged for the check, some do charge if the meter is found to be in spec- I suppose it's to discourage spurious complaints.
Also I believe if correctly installed, smart meters are quite capable of coping with solar installations - perhaps mr smart knows more?
stephenrand;24641:
Hi Wirralian
I was looking over your posts, and while I can't help you find your answers from Wattbot, I don't think anyone has picked up that you originally mentioned that you were using a smart meter.

First generation smart meters don't switch when you switch supplier (and don't cope with solar panels either), so you have to take your reading manually. Have a look at this:
https://community.purepla.net/threads/1063-Smart-meters-will-yours-work-how-to-read-them-how-to-get-one-and-other-FAQs

That reading should only measure the energy that you are taking from the grid if the wiring was done correctly. I would enter that reading as soon as possible, and hopefully that will solve the problem.

I hope so!

Best of luck
Stephen
Userlevel 7
Badge +9
woz;24645:
Hi Stephen
that's precisely why I suggested asking the installer.
There is also a possibility that if the meter is reading correctly, but the install is incorrect that wirralian could be charged for the check, some do charge if the meter is found to be in spec- I suppose it's to discourage spurious complaints.
Also I believe if correctly installed, smart meters are quite capable of coping with solar installations - perhaps mr smart knows more?


Hi Woz

Will be interesting to see what others say. My memory was that when my previous supplier wanted to fit a smart meter they backed off when they found out I had solar panels.

I've just found this online: "Smart meters and solar panels “should be decoupled” following a number of functionality issues, according to the Solar Trade Association (STA).

The STA reports that SMETS1 devices do not have the export recording functionality to link to the Data Communications Company, meaning solar panel technology was incompatible for some customers."
https://utilityweek.co.uk/sta-warns-smart-meters-solar-panels-decoupled/

Not specifically helping our friend Wirralian, but an important question.
Best wishes
Stephen
stephenrand;24641:
Hi Wirralian
I was looking over your posts, and while I can't help you find your answers from Wattbot, I don't think anyone has picked up that you originally mentioned that you were using a smart meter.

First generation smart meters don't switch when you switch supplier (and don't cope with solar panels either), so you have to take your reading manually. Have a look at this:
https://community.purepla.net/threads/1063-Smart-meters-will-yours-work-how-to-read-them-how-to-get-one-and-other-FAQs

That reading should only measure the energy that you are taking from the grid if the wiring was done correctly. I would enter that reading as soon as possible, and hopefully that will solve the problem.

I hope so!

Best of luck
Stephen

In what way do smart meters not cope with solar panels?

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Just spotted this article. https://www.telegraph.co.uk/news/2018/11/09/households-solar-panels-risk-overcharged-smart-meters/
Wirralian;24551:
Thanks for eventually getting a response to me. The most important query you haven’t responded to. I suspect that the meter I am giving you the Readings from is not measuring my consumption correctly. Resulting in me being overcharged. I have asked for the meter to be checked. Please can you arrange for an engineer to visit and check it out. I didn’t mention FIT. I know you don’t offer it so I have gone with BG. What I did say was that I have just installed 6.4kW of PV panels and a 5kWh battery, to make the point that my consumption from the grid is extremely low. This is not reflected in the readings from the consumer unit. Also I made the point that only 2 people live in the house and over the last month we were away most of the time. I sent screenshots from the battery supplier’s app in support of this. You haven’t discussed this either.

- - - Updated - - -


The surgery on wattBot hasn’t sorted out the response problem for me.


A month has gone by and PP have not progressed my complaint. I have just received another monthly statement were I'm being charged for almost 3 times more electricity consumption than the Sonnenbatterie metering system has measured over the same period (this is at least the third bill like this). Any suggestions of how I might encourage PP to put some 'energy' in to sort out my situation?
Wirralian;26451:
A month has gone by and PP have not progressed my complaint. I have just received another monthly statement were I'm being charged for almost 3 times more electricity consumption than the Sonnenbatterie metering system has measured over the same period (this is at least the third bill like this). Any suggestions of how I might encourage PP to put some 'energy' in to sort out my situation?


Hi @Wirralian
I've checked this out with our Member services team.
Lori emailed you on 4th March as she wasn't able to reach you by phone.
If you reply to her email with some of the info she's requested, that will be great 🆙
Marc;26474:
Hi @Wirralian
I've checked this out with our Member services team.
Lori emailed you on 4th March as she wasn't able to reach you by phone.
If you reply to her email with some of the info she's requested, that will be great 🆙

I sent her an email last week and again yesterday. I’ve had no response. Please can I have a phone number to call so that I’ve got some control over the complaints process?

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Wirralian;26475:
I sent her an email last week and again yesterday. I’ve had no response. Please can I have a phone number to call so that I’ve got some control over the complaints process?


I’ve just checked my emails and Lorelei failed to mention to you that I replied to her 4th March email the same day. Here is a copy of my email:
Hi Lorelei,
Thanks for your detailed reply. Here are my responses:
1. You sent a screenshot of the monitoring system which shows 'production' (is this total generation?) of 337.74kWh, this also shows self consumption of 39.6% of this, which would be 133.75kWh. However the 'consumption' chart adjacent shows 109.42kWh total, of which 85.3% - 93.34kWh is self production.I'm unclear how the self-consumption figure could be higher than the total household consumption. Answer: My understanding is that the self-consumption figure (pie chart on the left) is the sum of solar energy consumed by appliances and solar energy sent to the battery for storage, the self-production consumption figure (pie chart on the right) is only the solar energy consumed by appliances. Which is why the second figure is lower by approximately 40kWh. This is the solar energy sent to the battery for storage. See attached spreadsheet.

2. I'd like to do a year-on-year comparison of your consumption - would it be possible for you to forward any statements you have from your previous supplier showing your consumption at the same time of year - prior to the panels being installed please? Answer: Attached are three statements from EDF covering the period 21 November 2017 to 21 November 2018. The panels were installed on 10 January 2019. Pure Planet has the statements covering the period in between.

3. We can arrange a meter accuracy test as you've requested. The charge for this is £252. Answer: Following your thoughts, I don't want to go ahead with a meter accuracy test. I don't think it would pick-up the issue. Like you, I suspect the meter may need to be replaced with one that is compatible with a Solar PV system.

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I sent a 2nd email on the 4th March. Here is a copy of that email:
Hi Lorelei,
Also bear in mind what I said, that there are only two people in the house and that during this particular month we were away most of the time. Most of the consumption was met either directly from the solar panels or by the energy stored in the battery.
Wirralian;26475:
I sent her an email last week and again yesterday.


Hi @Wirralian
My mistake.
Thanks for the info.
Lori will be calling you again today 🆙
Userlevel 7
Badge +11
hi wirralian
may I suggest getting the PV installers to visit to see if they may advise why the install of the meter is not compliant, (if indeed that is the problem) then you will have evidence showing why the meter installer needs to come back and fix the install, or possibly show you how to obtain readings which reflect power taken from the grid. If the meter installed is not reading correctly the install of the meter or the pv needs to be modified.

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