I exchanged emails with Mark in the small business team across a period of months. Smartmeter confirmed as not sending signals (broken) by Mark/EDF 15/05/25.27/05/25, Mark confirmed that a replacement had been requested via the 'appointments team'.I followed up with every week or two. I got responses but no progress whatsoever all the way up till at least 08/09/25, when I stopped wasting my time with Mark. He was polite throughout but failed to progress things, or to give a defined timeframe, despite my repeated requests. On multiple occasions I sent more than one query to him and received a response to only one.The tariff expired during this time and I transitioned to a residential tariff (also took ages). I was then dealing with the residential team, who were able to progress things, with a smartmeter replacement finally occurring on 03/11/25. I had to email them to get confirmation of what work had been carried out, tho they were helpful in their response.Mysteriously, the broken smart meter seemed to closely follow a visit by Morrisons Data Service, who act on behalf of EDF (some kind of auditing). I don't think I ever got a response on what they were actually doing there (I did ask).In summary, it took about half a year from first point of contact to get an issue resolved, despite repeated prompts throughout. The residential team, by contrast, did ok. I also appreciate the option to email; highly convenient for those with full time jobs (and should be for provider too).
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