Review Time
We had a new smart meter installed, but the technician never introduced himself or provided any explanation about the process, only mentioning it would take about an hour. After completing his tasks in that time, he simply left. He mentioned the new smart meter would begin working in approximately 15 minutes, yet here I am, 10 days later, still waiting for it to connect. Overall, I'm left feeling quite confused about this experience and uncertain about when it will start functioning.
The engineer arrived on time and was clear in his explanations, which was commendable. However, it's unfortunate that neither of the smart meters are functioning. I went from having a smart electric meter and a faulty gas meter to having two non-functional meters. It feels like a waste of time. I will likely just dispose of the IHD they provided, as it seems pointless to keep.
The representative was pleasant, efficient, and polite. It's rare to find young individuals like him nowadays. However, the only concern is that the 48-hour gas reading is still not showing on the energy monitor, leaving uncertainty about whether the energy provider has received it.
The only redeeming aspect of this experience was the engineer's patience and friendliness. He persevered, even returning a second time to complete the task. On the first night, he contacted the support team for help and was advised to keep performing power cycles. After the third suggestion, I refused, as it would have left me without power for 20 to 30 minutes, which is why he needed to come back the next afternoon with a more powerful hub. His manager questioned his actions, but he followed his job responsibilities and still lacked the necessary support. I was dissatisfied with the time it took to finish the job, especially since it was simplified to just installing an electric smart meter, given that I already had a smart gas meter. During the second visit, neither of us felt confident about the outcome. Ultimately, it did function, but I ended up without a display unit because there was no nearby socket for it to connect via WiFi. All outlets are too distant from the meter, forcing me to rely on the mobile app for a rough balance or check the meters manually. This is particularly inconvenient as the meters are located outside my flat, requiring me to go out for real-time updates. In hindsight, I wish I had just kept the prepayment meter with the key.
The communication before the visit was great, and I had everything ready for the technician who arrived on the scheduled day. They even offered to come earlier if it suited me. Installing the smart meter was a quick process, and the power was only off for a brief moment. Everything appears to be working well, with no problems.
I recently had a conversation with a representative who was discourteous and unhelpful. Despite reaching out multiple times regarding smart meter installation visits, he was unwilling to engage in any discussion. I explained I was calling for my elderly mother, but he dismissed my concerns. Unlike previous interactions, he claimed his colleagues were incorrect to allow me to provide updates about the meter location and vulnerable residents, which was concerning. He refused to let me speak to a supervisor and insisted on talking to my mother instead. Additionally, he threatened her by stating the call was being recorded. This experience was entirely unacceptable. My intention was simply to provide necessary information for the visiting team to perform their work safely.
I recently spoke with a representative who was rude and unhelpful. Despite reaching out multiple times regarding smart meter installation visits, he refused to discuss anything with me. I explained my elderly mother's situation, but he insisted that his colleagues were wrong to allow me to provide updates about the meter location and vulnerable residents, which was quite alarming. He would not let me speak to his supervisor and insisted on talking to my mother instead. He also threatened her by stating that the call was being recorded. This was entirely unacceptable. I only called to provide relevant information for the visiting team to do their job safely.
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SMS is at the heart of the UK energy market and is today playing a critical role in transforming and decarbonising the UK energy system.
A major energy services and smart metering company with low-carbon technology, data and sustainability at the core of its ethos and business model. SMS is leading the smart energy revolution in Britain, serving the energy industry, the industrial, commercial and public sectors, as well as the wider domestic market to realise the environmental and financial benefits of smarter energy practice.
Providing a complete energy service to both the private and public sectors, SMS funds, installs, operates and manages carbon reduction (“CaRe”) assets, including smart meters, electric vehicle chargers and battery storage systems, which together facilitate a smarter, greener and more flexible energy system.
Through its range of innovative solutions, SMS’s mission is to deliver the future of smart energy, working closely with both the private and public sector to achieve the country’s net-zero carbon target by 2050.
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