Slooooooow Processing
Posted: Mon 20 March, 2023 Filed under: BT, Business, Customer Services, Domestic Leave a comment »When I moved house back in October, one of the changes I made was to get rid of BT entirely. (That one decision has saved me about £50 a month!)
As part of that, they wanted me to send back the bits of BT kit that I had, which is fair enough. That was all sent mid-October using their own pre-paid envelopes, and I got a confirmation on 3rd November that everything had been received. So that was all fine.
However, on Friday I then got another message, this one confirming that I’d actually returned the stuff I’d been allocated – rather than, apparently, any other old random crap – and that they’d *now* recycle or dispose of it all.
So, five months to process the returns. That really does tell you everything you need to know about the efficiency of BT, doesn’t it?
Energy Bill Saving – A Followup
Posted: Sun 13 November, 2022 Filed under: Customer Services, Cynicism, Domestic, Utilities Leave a comment »I forgot to update about this! If you’re still reading this rubbish, you’ll know that back in June eonNext Energy tried to bill me for energy used before I left them fifteen months prior. That ended up not working well for them (due to an awareness of OfGem’s rules about back-billing) and they soon effed off.
Anyway.
At the start of October (see, told you I’d forgotten to write about it!) I got a letter – thankfully I’m still old-fashioned enough to make use of Royal Mail Redirection, even though most of what I get in the post is absolute shite – from eonNext. Including a cheque as an apology for their abysmal customer service.
Anyway, yes, the cheque got paid in straight away, and all is good. It just amused me that eonNext took three months to even process an apology…
Getting Stuff (Finally) Done
Posted: Fri 29 July, 2022 Filed under: A428, Anglian Water, Central Bedfordshire Council, Change, Customer Services, Cynicism, Domestic, Driving, Getting Organised, I Don't Understand, Laziness, People, Politics, Thoughts 1 Comment »My local council are, to be polite, utterly fucking useless. Their skills in organisation, communication, professionalism and competence appear to be absolutely zero – in fact, most of the time I doubt they could even spell any of those words, let alone be good at them.
But, after literally years of nagging, they’ve finally done two of the jobs I’ve been nagging them about.
First, we start with The Bridge
Six years ago (I’ve probably written about it before, but can’t be arsed currently to check) we had a mains water line burst near the village – a burst that was so powerful, it destroyed the bridge wall that the pipe was next to. Now, it’s not a main road per se (i.e. it’s not an A-road or motorway) but it is one of the two main roads from my village to Milton Keynes and the motorway. So it’s not short of a fair bit of traffic.
Initially, Anglian Water put up some cones/barriers and traffic lights so that the road was usable (kinda/sorta) but reduced to one lane, on the side that wasn’t missing half a bridge wall. That situation remained for about six months (with regular failures of the traffic lights) until I asked Anglian Water what was actually happening, and had they forgotten about the bloody thing. Turned out, they had forgotten. And there began the saga of getting it fixed.
Anglian moved things about, put in a temporary fence and barrier, opened the road up, and tried to get a repair done. (Which was fraught with its own issues around who actually owned the fucking thing, who was responsible for what, etc. etc.) The council insisted it should be done by their Highways department, who would do the work properly, and all that happy crap. So after eighteen months, Anglian handed the entire clusterfuck over to Central Bedfordshire Council, as requested, and washed their hands of the problem.
For four years I’ve been asking when it’s going to happen, what’s occurring, and so on. It’s outlasted four admin assistants, and two managers. And every time they’ve said “Oh, it’s all scheduled, we’ll hopefully have it done in about three months time“. I do realise there’ve been a lot of hassles – again, with who owns the bridge and the land underneath it, who’ll be stumping up the money, how it’ll all work and so on. But it’s been four years where it would’ve been all too possible for someone to come off the road, through the fence, and end up twenty-odd feet down underneath it. After every decent storm we’ve had, I’ve had to contact the council and suggest that they might want to come and put the fence back up, along with the holders/barrier that’ve fallen over.
But about a month ago, signs went up around the bridge saying that work was going to start, and take about eight weeks. And it actually started, and has been progressing nicely. (Not that anyone from the council has thought to send a message saying “Hey, just to catch you up, it’s all happening”. That would be expecting far too much from them!
Second – the other bridge.
Back at the start of the pandemic, in the next village to mine, someone went on a graffiti spree, writing/spraying stuff on all the village’s road signs and so on. Nothing monumentally offensive, just stupid shit that no-one needs to see. And in fairness, Central Bedfordshire’s Highways department cleaned most of it off comparatively quickly. (I think it only took them a fortnight to get rid of the stuff that was nasty about Central Beds Council, and then about another two months to get rid of the less offensive but stupid stuff)
And then when Captain Tom hysteria was at its peak (Captain Tom was from the village I live in, so it was all relevant locally) they sprayed a big message about him on one of the other local bridges. You can see some of it below, or go to Google Streetview here for the full experience
Yes, it lasted long enough that it even made it onto Google Streetview.
That’s taken two and a half years to get rid of, but finally got cleaned off last month. Of course, others who’ve seen how long it takes Central Beds to sort these things, have also taken to graffiti’ing local walls and so on. Fine, it may be an influx of new people, but before the first lot happened (and that person has since moved away) we never saw any happening. Now though, I can easily think of eight or nine sites that have been hit.
Again, allegedly there were problems for the council in gaining permissions/clearances to clean that bridge – it goes over a railway line, and they were saying they couldn’t clean/wash the bridge while things might be running underneath, although that sounds like bullshit. The cleaning job when it finally happened didn’t go over the top of the bridge wall at all, so nothing would’ve been affected. But there we go.
Purely personally, I suspect that if that graffiti had said “Central Beds council are useless bastards” it would’ve only been there a couple of weeks. But because it was about Captain Tom, I wonder if they thought it would be worse to get rid of it than to leave it. I don’t know.
Anyway. Both jobs have (finally) been done, and it’s really nice that I won’t have to nag the useless bastards any more. But things like this shouldn’t take that long to get sorted. If it had been me in charge of either project I’d have got the work done, and *then* chased whoever needed to pay for it, including court stuff if necessary. But the general public don’t need to see those delays, regardless of the cause – we just want to see stuff that’s been broken get fixed.
I don’t know what the answers are on all this – but government (both local and national) at the moment just seems like one giant clusterfuck of ineffectiveness and general incompetence. And surely there must be better ways than what we’ve currently got?
Energy Bill Saving
Posted: Tue 14 June, 2022 Filed under: Customer Services, Domestic, Finances, Getting Organised, Legal, Utilities 1 Comment »Roughly eighteen months ago, my energy supplier of the time (nPower, a company I’m epically happy to be rid of) sold their domestic customer base to eonNext – one of the few energy companies with a worse customer rating than nPower. (So, quite the achievement)
For many reasons I wasn’t happy about this, and used USwitch to move over to Octopus in January 2021. I’ve been really happy with that switch, and haven’t moved since.
At the time, I had a credit balance with eOn, and expected that to go on the final bill. I was expecting that bill to happen within about two months, and pay any excess over the credit at that point. Except I didn’t hear anything from eonNext at all. I was still able to log in to the customer panel, but nothing else happened. So eventually I shrugged my shoulders and left them to their own devices.
Yesterday (June 2022, fifteen months after switching supplier!) I got a bill from eonNext, telling me what I owed them through to January 2021.
Thankfully, I remembered reading in the Guardian’s Consumer Champions pages about OfGem’s back-billing rules , which basically say that you can’t be billed for energy used more than 12 months ago if you’ve not been billed for it already (or informed by statement of account) . Within that information page, they also include a link to the Citizen’s Advice form letter for telling energy companies that they’re in the wrong – which is obviously extremely helpful!
So this morning I emailed eonNext back (I was going to phone, but decided it was better to have it all in writing) with my own adaptations of the form letter, and proposing that (as a compromise) they used the money I’d left in the account as a part-payment, and could then sod off for the rest. (I phrased it a bit nicer than that, but that was definitely the implication) Yes, I could’ve said “And I want that credit back as well”, but well, I haven’t had it for nearly a year and a half, so it doesn’t matter.
This afternoon I got a response from eonNext agreeing with me, wiping out the bill, and sending me a confirmation that my bill is now at zero. (I’ve printed both of those documents out, just in case they prove in future to still be fucking useless)
All told, that bit of knowledge/memory and research, and about half-an-hour’s effort (searching for the correct article, checking things out etc.) has saved me a couple of hundred quid. And that’s got to be a success by anyone’s standards.
Exchange of Power
Posted: Sun 3 January, 2021 Filed under: Customer Services, Domestic, Getting Organised, Green, nPower, Utilities Leave a comment »Over the years I’ve been here, one thing I’ve truly slacked off on is my electricity/gas supplier.
Some of that has been due to my landlord initially asking me to not change things on that score – fair enough, I guess – and just transferred the energy account name from the previous tenant to mine. Not necessarily ideal, but there we go. And so, because of that, and it being something I just wasn’t overly faffed about, I’ve stayed with that supplier.
Anyway, that supplier was nPower, and while they’ve been a sack of shit throughout my time here, they’ve at least been a reliable sack of shit.
However. Back in the first week of December, I logged in to the nPower website to send in a meter reading, and got a redirect page, saying “We’ve transferred your account to E.On“. Which is… shit. It’s been done with no communication, no warning, nothing.
The following week, I got a confirmation from E.On that my account had been transferred over, and containing some basic information. Although there was nothing in it about what they’d be charging, or for how long, or… well… anything else, really.
So the key part of the email for me was this…
If you want to switch supplier within 30 days of your account moving to E.ON Next, we won’t charge any fixed tariff exit fees, but we’d love you to stick around and get to know us.
So that’s what I’ve done. Over New Year I sorted out a second transfer, moving over to Octopus Energy (which has a fixed-term contract, but no exit fees)
Amusingly, E.On then emailed as part of the process, and asked “let us know why you’re moving”. Which I did, in no uncertain terms. (Nothing rude or sweary, but a fairly constructive ‘With that attitude, why would I want to stay?!?’ message)
The response from their representative today just went to show that moving on was absolutely the right decision…
I appreciate you providing us with your feedback this will be forwarded to the appropriate department for future assessment.
The migration process is an automated process, which unfortunately we have no control over.
Wish you all the best with your new provider.
A pretty convincing version of “Yeah, we don’t care, just piss off”
It’ll be interesting to see how the switch goes, and how things work out with Octopus…
Upgraded
Posted: Mon 3 December, 2018 Filed under: Advertising, BT, Customer Services, Domestic, Geeky, Milton Keynes, Technology, Utilities 4 Comments »Last week, I upgraded my internet connection to an “Ultrafast” one – known by BT / Openreach as G.Fast. Apparently they’re slowing down the roll-out of this in favour of full FTTP (Fibre To The Premises) roll-out, but for now it’s the best speed I can get.
G.Fast offers a guaranteed 100Mbps download – and I’ll get compensation if it dips below that – which is amusingly ridiculous. When I moved here six-and-a-bit years ago, I was only just able to get ADSL and a 2Mbps connection. It was painfully slow, although it did enough for the necessary at the time. When FTTC (Fibre To The Cabinet) came here, I got it, and went from 2Mbps to 75 overnight. At that point I could do streaming TV and so on with no problem at all. And now I’ve doubled even that. Truly insane.
I wasn’t actually aware that this tech had been installed in my area, but BT sent me a promotional mail about it at the start of November, and I’d dragged my feet on it a bit. But then I got a “Black Friday” promotional letter about it as well, where I could also get it installed for free, for an extra £1 a month on what I pay already. Well OK then.
(As an aside, it’s the only “Black Friday” deal I bothered with at all – and only because it saved me money on a product I was actually interested in)
The engineer came round on Friday to do the installation – it needs some changes at the cabinet, and as it’s still new stuff, they’re doing it with engineers rather than self-install. This had a happy side-effect, in that he also appears to have finally fixed the line problem that’s been plaguing me for more years than I care to mention. (And has cost me the price of an engineer visit on one visit out of the five, because they worded the ‘fix’ badly, but that’s a dead issue now)
Ever since I moved in, the line has been dodgy on occasion, and it’s just got worse over time. The broadband connection has been fine in general – unless I have to make or receive a phone call. At that point the crackles on the line were enough to knock out the broadband connection. BT insisted this wasn’t possible, and that all the options I suggested were Just Wrong. (Because obviously I don’t work for them, so what could I possibly know?) In that time, I’ve had five master sockets, and swapped from ADSL to FTTC for broadband, so I knew it was nothing in the house. It was always either going to be a fault in the line (“Oh no, sir, that’s not possible, more people would be complaining if that were the case”) or in the cabinet itself (also apparently “impossible”)
Anyway, this time the engineer could hear the problem, and tested to find where the problem was. Surprise surprise, it was in the cabinet. So while he was redoing connections for my new broadband, he had a look round the cab, and the terminators on my line (I dunno) in the cab were “worryingly loose, I could just pull them off, didn’t even need pliers“. When he came back to the house, oooh look, what a surprise, no crackle on the line.
So, I’m now working with a 150Mbps download connection, and a lovely crackle-free phone line. All told, bit of a win.
Reducing Caller Spam
Posted: Mon 29 January, 2018 Filed under: Advertising, BT, Customer Services, Domestic, Getting Organised, Marketing, Technology, Thoughts, Utilities 4 Comments »When I moved to the current place, I got a new phone number – not surprising, as I was in a new area, and a new (to me) house. As always, I registered that number with TPS and so on, and made sure it was ex-directory. I usually only use landline phones for broadband purposes – although it turns out I also use it here for some calls, as the mobile coverage inside the house is shockingly bad. So I have a phone landline, and a phone connected to it.
Unbeknownst to me, the number I got had obviously been owned by someone else before me, and that person was the type of fucking moron who’d sign up for all kinds of promotions, and ran up all kinds of debts. So right from Day One I was getting a couple of calls a week looking for the previous occupant. (Well, the previous owner of that phone number – it wasn’t a name connected to the house at all) And because they were for a previous person, it turns out that TPS doesn’t really apply. (Which is an interesting, and fucking annoying, loophole)
Even so, I re-registered with TPS, and put a spam-calls block on the line. (Which was absolutely useless, and so came off again) It was only a couple of calls a week, and usually while I was out at work. *shrug*
Over the last two years though, it got worse. The phone’s call log would get filled up in the course of a week, all with “Number Withheld” and “International” numbers, along with the ones who didn’t conceal their numbers, who left messages and blocked up everything else. I used a couple of other number-blocking services, none of which did much good. Hell, if I were cynical I’d say they were the ones who sold the number on and spread it ever further. Not that I’ll ever know for sure, one way or the other.
Late last year, the situation was ridiculous. We’d gone from a couple of calls a week right up to filling the phone’s call log every day. Nothing was working to prevent the calls, and it was just getting stupid.
So I bit the bullet, and changed my phone number. I explained to BT why I was doing it – in the hope that they now blacklist that number completely (although I doubt it, they’ll just have farmed it off on some other unsuspecting sap) – and got a new number allocated to me. Same set-up, it’s ex-d, and registered with TPS.
The big difference though, is that in the three months since I got it changed, I haven’t received a single solitary spam call. My phone call log stays blank (as I said, I don’t use it that often) and it’s lovely.
Sometimes these extreme measures are the ones we need to take. I wish I’d done this one two years ago…
Connectivity – Fixed (For Now)
Posted: Fri 7 July, 2017 Filed under: BT, Customer Services, Domestic, Utilities Leave a comment »Last weekend, as I said here, my internet connection started to go really bad (again). I know what causes it, it’s just one of those things that’s a pain in the bum when it happens.
As usual, I got in touch with BT – this time through the online fault-reporting process. Despite knowing what the problem is, there’s nothing in the process that lets you bypass it – and trying to get through it by using the phone and talking to badly-trained customer service lifeforms is even worse.
So we go through the usual farce of (in no particular order)
- Have you checked all the extensions? Yes. (I don’t have any, but sure, I’ve checked them if it makes you happy)
- Have you tried the connection with another phone? Yes. (I don’t have a spare phone just for this, and I know what the problem is)
- Have you disconnected everything else? Does the problem still exist? Yes, of course it bloody does. The problem’s in your master socket.
- Do you realise that if we find the problem is on your side (don’t worry, we won’t) then you’ll be charged £130 on your next bill? Yes, I do realise it. (You’ve been here seven times all told in five years, all for the same problem, and I’ve never been charged, so it’s a fair bet that it won’t happen this time.)
And once we were through that, the engineer was booked for Wednesday morning, between 8am and 1pm.
He turned up, 8.10 – a good sign. Agreed with my diagnosis, and had a better look at the hole in the wall where the cable comes in. (Which the other engineers should have done, but well, we’ll gloss over that) The silicone sealant was perished, and there was no drip-drop (as he called it) outside – basically, a small curve in the cable before it goes into the house, so that the lowest point for water is below the hole. Between those two things, he could easily see why water would be coming in – particularly in strong storms, which is what’s always been the precursor to the problem. So, replaced silicone sealant, and he pulled enough cable through to enable a small drip-drop.
As well as that, he agreed to move the master socket further up the wall – basically, if this new one gets water damage, it’s likely that my concerns are going to be about far more than just my internet going down!
All told, it took about an hour to do the work – and of course I didn’t get charged, because the problem was with the master socket. As expected.
Only time will tell if it’s completely fixed (hence why I’m writing about it here, as a reference point in case of future problems) but as we’ve now gone for belt, braces, and piece-of-string methods in one visit, I’m hoping there won’t be any further recurrence of the problem…
Fixing Things
Posted: Wed 5 July, 2017 Filed under: Bankruptcy, BT, Business, Customer Services, Cynicism, Domestic, Five Year Plan (now Ten), Getting Organised, Rebuilding, Thoughts, Travel Leave a comment »So far, this year has involved a number of customer service clusterfucks, some of which I’ve mentioned on here, and it looks like a number of those issues are now on the way to being sorted, thankfully.
That list includes
- The Cat boots – successfully returned to manufacturer, and a replacement pair are (apparently) on the way
- The Credit Card company – seems to be sorted, with outstanding issues rectified.
- My Accountants – this has been something that’s been ongoing for a year or more, where they’re just ridiculously slack and uncommunicative. If it weren’t for the fact that they’ve been free (for the last 18 months!) then I’d have moved on well before now.
The free stuff is a story of its own, but basically when I complained to director level at the end of 2015, they told me I wouldn’t be charged until they’d fixed the issues. Eighteen months later, the issues are still there, although having had some productive conversations with the Operations Director, I think they’re turning the corner at last! - BT – Hopefully, that’ll be sorted today. The engineer is due between 8am and 1pm, and fingers crossed things will be sorted.
There’s a couple of other things coming up that so far seem positive, but I’m waiting for them to come through properly before I write about them.
All told though, yeah, it’s all feeling a bit more fixed and positive.
Connectivity
Posted: Mon 3 July, 2017 Filed under: BT, Business, Customer Services, Domestic, Technology, Thoughts, Utilities, Weather Leave a comment »Yet again, my home broadband connection has gone to pot over the weekend.
It’s an ongoing problem – basically, there’s a leak in the outdoors part of my connection, so when it rains heavily, water gets in, and corrodes the connections in the master socket. I start to know it’s going to be bad when any phone call I make (not that I make many on the landline, but still) starts to get crackly. After a while, it then gets bad enough that the next ingress of water breaks things properly, and leaves my modem/router dropping the connection and reconnecting on an all-too-frequent basis.
In the five-and-a-bit years I’ve been in this house, I’ve had four master sockets. Now soon to be a fifth.
BT refuse to believe that this is the problem – this has been going on for ages, and they’ve done line checks etc., but won’t replace the outside part of the connection, for some reason.
So we go through the farce of doing fault-tracking, “We can’t find anything” and then booking an engineer to come out. Every time, I get told “If it’s a problem past the master socket (i.e. with my own wiring) then it’ll cost £129.99 on your next bill”. It won’t be with my wiring, because I’ve got precisely one socket, and one connector/splitter (also supplied by BT) on it.
Everything else will be fine, it’ll just be corroded connections in the master socket. Again.
This time, I’m going to aim to get the engineer to reinstall the master socket, but do so higher up the wall (so water doesn’t get in, as it can’t climb cables) or on a longer cable inside the house, so I can put it on a shelf or whatever, and again, let gravity deal with the problem.
The engineer’s coming out on Wednesday morning, so we’ll see what happens from there. It’d be nice (and really quite novel!) to have it sorted properly this time. But only time will tell whether that’ll happen or not.
Changing Meters
Posted: Wed 12 August, 2015 Filed under: Customer Services, Domestic, Getting Organised, nPower, Single Life, Utilities Leave a comment »Over the last couple of months, I’ve been – again – having issues with nPower and their circus-clown cohorts, Lowri Beck. I’ve written about this before, where they had said they hadn’t been in my house for four years, despite being supposed to be checking things at least once a year. (And having supplied meter readings to nPower – so fuck knows how they managed that without having been in the house!)
Anyway, when they did come round back at the start of July, it turned out the electricity meter was fucked faulty, and so needed replacing. Fortuitous timing, as it’d been OK two weeks previously, when I took a reading from the damn thing.
The problem – as usual, with Lowri Beck – is that their meter replacement teams don’t work weekends. And nPower won’t do anything to compensate their customers for having to take time off to replace a meter (or anything else), even when it’s at nPower’s behest. All of which left us at a bit of a standoff.
Eventually, having progressed through the layers of nPower’s customer services section, I finally got to speak to someone who had the power/rank to be able to book in a job for a Saturday. It was still a bit random, as more urgent jobs would take precedence over a lowly meter reading – but it got done. And only one cancellation before the person came out to do the job.
Because Lowri Beck couldn’t organise a piss-up in a brewery, the fitter had actually come from… London. All the way up to Milton Keynes – so was only able to do one other job on the same day. It does make you wonder just how Lowri Beck stay in business, when they’re that disorganised and cretinous.
Anyway, an hour later, I’ve got a new – well, new to me – meter, and we can hopefully start seeing something approaching account normality.
Mind you, they did still manage to mis-enter the supplied readings from the new meter, and would’ve over-charged me quite significantly if I hadn’t been keeping an eye on the account…
Clowns, the lot of ’em.
Weekend of Quiet – the nPower farce
Posted: Thu 2 July, 2015 Filed under: Customer Services, Cynicism, Domestic, Getting Organised, House Work, nPower, Utilities Leave a comment »As I said earlier, the only scheduled thing for the weekend was a visit from Lowri Beck, the clowns who are nPower’s third-party partner in the area – who needed to check my electricity meter.
Supposedly they legally *have* to do this once a year – and they allege they haven’t been inside my property in four years (i.e. before I even moved in), so it’s hardly a legal requirement in the first place. Saying they haven’t had access is utter bollocks, by the way, as someone from the company was in there to check the gas one a month ago, and I’ve had people from the same company in to do readings before (except they then lost them, due to being useless cunts)
Anyway, the guy turned up, and in his most helpful manner said “Oooh, that’s not good. How long’s it been doing that?”. To which, of course, I said “Doing what?”, as I’m not a fucking mind-reader, and couldn’t tell you one end of a meter problem from the other. “That” he says, and points at the meter. “Go on, give me a clue.”
Turns out, there’s a flashing light that says “I need replacing”. It wasn’t there two weeks ago when I took my own meter reading, but now the clowns are here, we get the full circus lights. *sigh*
So – I now need to get a replacement meter.
But in a fit of truly inspired crap customer service, Lowri Beck’s installers only work Monday to Friday, 9-5. So to get a new meter, I’m going to have to take time off work, costing me money for something that’s entirely not my fault. And nPower won’t offer any alternatives, compensation, or understanding. (Which is no surprise whatsoever)
I’ve got it booked in, but it looks like it may just be time for yet another fight with the asshats at nPower. Oh goody.
Change is Gonna Come
Posted: Mon 16 February, 2015 Filed under: 1BEM, Customer Services, Cynicism, Domestic, Finances, Getting Organised, nPower, Utilities Leave a comment »As per comments on the previous post about my asshole energy suppliers, I will definitely be looking at changing them this year.
However, because of the ongoing billing fuckups, right now I have no decent figures for comparison purposes. I’m sure I’m not getting a good deal from the cockwhistles at nPower, but I don’t actually know for sure how bad the deal is. I haven’t had a clear and accurate bill in nearly three years – which makes figuring anything else out into quite a struggle.
As always, I don’t see the point in changing anything until I know I’m getting a better deal – so for now I’ll be keeping things with nPower.
However, that’s only for the next couple of months, during which time I’ll be keeping an eye on actual usage and what I’m paying. Once I’ve had the next bill, and know more about the usage and expectations, I’ll be able to make a far better estimation of what I’m spending versus what I could/should be spending.
And from that point, I’ll then have to decide whether I’m going to stick with [current location] for at least another year’s tenancy. If I am, and there’s a good offer around, I’ll swap. Until then, it’s going to be about making sure I’ve got the figures to back up the decision one way or t’other…
Energy Madness
Posted: Sat 14 February, 2015 Filed under: 1BEM, Customer Services, Domestic, Finances, nPower, Stupidity, Thoughts, Utilities, Weirdness 2 Comments »Since moving to the new (current) place, I’ve had an ongoing (and too depressing for words) set of issues and disputes with nPower. These have included, but not limited to
- Not having the correct name on the account for eighteen months, despite repeated requests to change it
- Losing documentary proof (including my tenancy agreement) of my address. Originals were insisted upon, sent recorded delivery, signed for, and then lost. Hard to place blame anywhere except nPower
- Billing issues – my bills went up, down, sideways, and every way except correctly
- Misrepresentation – sending a meter reader into my house under the guise of being someone to do ‘legal gas meter checks’. (This was also while the bill/account was in the wrong name, so there was also some issues legally around that)
- A meter reading done by a representative of nPower, who then managed to register that reading to a completely different address, and denied ever having done one for this house. (Despite his having done readings/visits recorded to every other house in my block at the same time)
So it’s fair to say that I regard nPower as incompetent useless dickwhistles at the best of times.
Today, though, has taken it to a whole new level.
Things have settled down somewhat, and on Tuesday I gave them a meter reading directly through the website. At that point, my account was £1.62 in credit. Happy day, all well and good.
Today I logged in for a quick check. £595.82 in credit. Um, what? So I look, and it’s got four cancelled bills, adding up to the amount in credit. Four bills I’ve received, and paid. Now cancelled. File under “Fuck, What The”
So I gave them a call. The first incompetent managed to put the phone down on me. So I called back, and finally got through to one of the (few) efficient and competent individuals who work at nPower. (I’m quite sure she won’t last long, having been actually pleasant and competent)
It turns out that – once in receipt of a valid meter reading – nPower cancel out all the estimated bills back to the previous correct reading. They then recalculate all those bills with the correct figures (although technically they must still be estimates of what was used, averaging out the figures over the number of bills) to bring everything back up to date. So for however far back, the bills get cancelled – despite having been printed, posted and paid – and then recreated. Then I’ll know what I need to pay to be up to date.
Except of course that they’ve also got to send out all those new bills. So next week I’m going to get five bills from nPower – the four reconstructed ones – as well as the one to bring me up to date.
Now, I realise that this is something that’s required by the energy regulator – but does it strike anyone else as a completely fucking barking way to run a business?
Connected? Maybe
Posted: Thu 1 May, 2014 Filed under: BT, Customer Services, Domestic, Utilities Leave a comment »Following on from the last couple of posts about my connection, the guy from BT came out today and all seems to be well.
A new master socket appears to have fixed things – which is better than I was expecting. I’d kind of thought it was likely to be a replacement cable, but thankfully that doesn’t appear to be the case.
Of course, time will tell – if we get another weekend of vile weather and the connection starts dropping again, then we’ll be back to Square One.
Connected? Revisited
Posted: Wed 30 April, 2014 Filed under: BT, Customer Services, Domestic, Technology, Utilities Leave a comment »Back at the start of March, I was having issues with my Broadband connection, which BT was doing a fantastic job of avoiding. Because it would’ve cost me significant amounts of money to take the day off and wait for BT to chuff about investigating. Besides, while the weather’s been fine it hasn’t been that much of a problem.
So I’d postponed the appointment, BT had promised to make it again – and hadn’t. Quelle surprise.
Last week it got worse again – ‘coincidentally’ after it had pissed down with rain – so I got back on to BT. We went through all the rigmarole again, including dealing with similar levels of understanding (or lack thereof) from the first-level support people. It amazes me just how effing dumb their script is, and how incapable they are of deviating from it when they’ve already been given the relevant information.
Still, one conversation with the supervisor/manager later we got progress, and my line being monitored (again) for 24 hours by second-line support.
They’ve called today, and confirmed that (yet again) my line is shit. This time, because I’m working from home, there’s an engineer coming out on Thursday to fix it. There’s still been all the bollocks about “If it’s a fault inside the house you’re liable for it”, but I’m pretty damn sure it’ll turn out to be an external issue. Anyway, we’ll find out soon enough.
And after that I suspect I shall be having words with them about why it’s taken five months to fix a problem that (I predict) required no access at all to my house.
To The Ombudsman!
Posted: Mon 21 October, 2013 Filed under: 1BEM, Business, Customer Services, Cynicism, Domestic, Finances, nPower, Utilities 2 Comments »As nPower have today announced that the average joint-fuel bill will be going up by over 10% from December 1st, I’ve decided that I’m now definitely going to take my complaint to the Energy Ombudsman, and cost the fuckers some money.
Jesus christ, a 10% increase. Do they think people are made of money? Fucking hell.
I wouldn’t mind so much if there were any decent alternatives to change over to. Sadly though, they’re all as shitty as each other.
Utilities 7 – Water Meters
Posted: Mon 14 October, 2013 Filed under: Anglian Water, Customer Services, Domestic, Finances, Getting Organised, Utilities 2 Comments »[For the rest of the story, you can click here]
On Saturday, I was due to get my two water meters replaced with “Smart” meters by Anglian Water. Supposedly these transmit data, and mean they can be ‘read’ from the street, rather than needing access to the house in order to read them. It also replaces/removes the ‘outreader’ displays, which were supposed to do the same thing (or at least would if they hadn’t been installed by a moron) and which in my case were utterly screwed from the start.
Thankfully, the actual installation went OK – or at least seems to have done. The engineer turned up when he’d said he would, the work got done, he left, and there’ve been no water leaks since.
Of course, that doesn’t cover whether Anglian Water will actually manage to correctly swap the meters on my account, close the previous meters with the correct readings, or be able to read the meters correctly in future.
As I’ve recently had my half-year bill, that means this could still go on, as my next bill isn’t due ’til Feb/March 2014…
(And yes, BW, I have taken timestamped photos of the meters on installation, and also have a note in my little book about time/date/reading, just in case)
Utilities 6 – nPower Communications
Posted: Sun 13 October, 2013 Filed under: 1BEM, Customer Services, Cynicism, Domestic, Finances, nPower, Utilities 3 Comments »[For the rest of this one, click here]
Yesterday, I got a letter from nPower – addressed to the correct name, at the correct address. (This is actually noteworthy, as it hasn’t happened in the preceding eighteen months) It relates to the complaint I made about – um – the fact that they couldn’t (well, hadn’t) corrected my name and address on my account, despite repeated requests to do so.
Apparently, because they haven’t been in touch in so long since I raised the complaint, I can now speak to the Energy Ombudsman about it. (Which I threatened to do last month, when it all actually got sorted)
So. Should I do so?
After all, the complaint has actually been fixed, but it now looks as if their entire system is so broken that even though it’s been sorted – and the correctly addressed envelope proves it’s been sorted – it hasn’t been flagged on the system as sorted. Which really is pretty fucked, however you look at it.
I’m tempted to do so, and cost them some more money (apparently even registering an issue with the Ombudsman lands them with a fine) and see where it takes me…
Utilities Part 5 – More Metering
Posted: Sat 12 October, 2013 Filed under: 1BEM, Anglian Water, Customer Services, Cynicism, Domestic, Utilities Leave a comment »[You can read previous bits of this here, if you care]
This morning, Anglian Water are supposed to be (finally) fitting my two ‘smart’ meters. They’re due sometime between 8am and 1pm.
Whether they’ll turn up – and indeed whether they’ll get it right this time – as yet remains to be seen…
Utilities Part Four – Smart Meters Again
Posted: Mon 23 September, 2013 Filed under: Anglian Water, Customer Services, Domestic, Utilities 3 Comments »So yes, Saturday’s “installation of smart meters” with Anglian Water turned out to be an utter, total cock-up. About the best bit of the process was that they turned up here first thing, rather than leaving me ’til last thing in the day. Other than that, it was a total clusterfuck.
Despite no less than four calls between myself and Anglian, all of which saying “We’ll be installing the smart meters”, what they apparently actually meant was “We’ll be doing a visit to check that everything’s ready for when we install the meters”. In other words, all it involved was checking that what I’d said was right about the meters not reading the same as the outreaders (nice that they’re so trusting) and that the stop-cocks all work. And that was it.
Fair to say, I was pretty pissed-off. Not at the guy who came round – it wasn’t his fault that his colleagues are incompetent tossbags – but definitely at . It’s been listed now as a formal complaint, and I’m waiting to see what they’ve got so say about it all. Regardless, I see some more compensation in my near future…
Utilities Part Three – Smart Meters
Posted: Sat 21 September, 2013 Filed under: Anglian Water, Customer Services, Cynicism, Domestic, Getting Organised, Utilities Leave a comment »Today, as per the post from yesterday, Anglian Water are supposed to be here fitting new ‘smart’ water meters.
I’ve no idea when they’re coming – the timescale I’ve been given is “Saturday” – nor what will need to be done when they arrive. Nor even how long the work is likely to take. I will be clearing the areas around both meters, to make sure they’ve got easy access, but other than that, *shrug*, no idea what the plan will be.
As such, my Saturday is looking to be somewhat random. They could be here at 8, done by 9, and I’ll have the day to myself. Alternatively, they could get here at 4, be here til 6, and my day’s kippered.
Fortunately, I’m pretty laid back about it all, and not going to get stressed one way or the other. But it does strike me as a pretty shit way of doing business…
Utilities Part Two – Anglian Water
Posted: Fri 20 September, 2013 Filed under: Anglian Water, Charm School, Customer Services, Domestic, Finances, Getting Organised 2 Comments »Following on from yesterday’s post about nPower’s abysmal customer service, I’ve also been dealing with Anglian Water for far too long since moving in to the new place.
It’s not been anything quite as drastic as the farce with nPower – at least Anglian got my name right from day one. It’s just they’ve never managed to get my bills right.
Part of the problem is the metering setup. For some godforsaken reason, my house (and the others in my section) all have two meters: one for the main property, one for the separate outbuilding. This seems to cause them no end of confusion – my first meter reading, they managed to put the same reading in for both meters which overcharged me on one by some sixty units! Since then, despite no end of times telling them the outbuilding one only has a washing machine in it (and is thus epically low on usage) every damn bill or reading needs to be done twice, because they don’t believe the first one. (Personally I’m not keen on what this also says about their attitude to their own meter-reading people, but we’ll leave that for now)
Compounding this has been an ongoing issue with their ‘outreaders’ – little grey boxes that (supposedly) connect to the main meter, and mean the meters can be read without the person needing to access my property. Except that
- Some twat decided that they should both be situated within the courtyard bit between house and outbuilding. Yes, the bit with no access from the outside, without going through the damn house. #slow_handclap right there.
- At no point have the outboxes read the same as the actual meters.
I’ve had Anglian out twice to have the outreaders recalibrated to the meters now, so one would hope they were working. But no…
Back in July I had a meter-reading done. It was one of the days I wasn’t working, so that was fortuitous. And then I expected a bill – it normally comes in August. Nothing. So I called them this week to find out what was happening – the last thing I want on my record right now is a “late payment” flag, particularly for a utility company.
Only they hadn’t sent a bill. As usual, the outhouse’s meter reading had tripped all their flags, so they needed to check the reading. (Done by a person, don’t forget) I said I’d do a reading that evening, and then they could sort it out. I also said I’d do both the outreader and the meter itself.
Lo and behold, the outreaders are under-reading by about ten percent. The meter on the house says 98, the outreader says 88. The one on the outbuilding says 22, the meter says 25. Yep, they’re still buggered then. Don’t get me wrong, I don’t mind their readings under-reporting by 10% – except I also don’t want hassle at some future date when someone reads the meter instead of the outreader, and suddenly I’m getting hit (again) for 50 units more than I expected.
They’re now coming out on Saturday to fit two ‘smart meters’, replacing the existing meter and outreaders. Supposedly these ones upload straight to a website, so I can monitor the usage and see if there’s a problem. Considering the issues so far with them, you can be damn sure I’ll be keeping an eye on those reading for the rest of the year!
Utilities Part One – nPower
Posted: Thu 19 September, 2013 Filed under: 1BEM, Customer Services, Domestic, Finances, Getting Organised, nPower, Utilities 2 Comments »Since moving in to the new place, one of the banes of my life have been the utility companies for the property.
nPower in particular have been stunningly shit. It’s taken them eighteen months to get the name right on the account – the letting agency notified them of the change, and they did nothing. I’ve gone through the process no less than six times, sending ID and proof of tenancy, and it all disappeared into the black hole of “Fuck-All Happening” that seems to define nPower. Even their complaints team were so bad that they didn’t even call me within the expected timescale, despite repeated requests. The best one was emailing the proof documents the fifth time, putting on ‘read receipts’ etc., and getting one back saying “The message was deleted without being read“. That was when I started getting really pissed off.
Additionally, because of ‘moving to a new system’, they managed to not send me any bills – and not be able to send bills, because gawd knows, I asked! – for a year. I then got four bills in a day – all printed on the same day, all sent out, all for different amounts. And all with one week in which to pay.
It appears to have now been sorted. I totally lost the plot, and requested that they just send me a “we can’t be arsed to fix the problem” deadlock letter so that I could take it up with the Energy Ombudsman and get them properly screwed over. Suddenly I finally got through to nPower’s one efficient person, and everything was done within twenty minutes, with her not even being able to understand why it had taken so long. I think her phrase “Well I can see that someone put the documents in the system. They just didn’t bother to do anything else with them” pretty much sums up the entire painful process with nPower.
I’m going to wait for the next bill so I can see whether they’ve finally got things right or not. I’m remaining pessimistic for the moment, but who knows, maybe miracles do happen on occasion…