Really!!
Broken for 1 day, 17th and 19th march ok
not according to my utility app
Hi @Stephen_C,
Thank you for getting in touch with us.
The reason that your energy supplier may be able to retrieve readings for that day when we have been unable to is due to the way we communicate with your smart meter.
Energy suppliers and third parties (e.g. our data partner N3rgy) use different communication protocols on the smart meter network (DCC), so your data may appear fine to a supplier while returning errors for third parties.
Although suppliers are obliged to ensure meters are working correctly for all users of the smart meter network, they often seem to only test that a meter is working for their purposes.
If we are consistently unable to retrieve your readings then please let us know as we can speak to N3rgy to see if they can help us resolve the situation.
All the best,
Mark
My wife has said it’s not worth the effort participating any more.
Too many problems on the app.
Can you pay what you owe me please?
I would like to make this right Stephen. Please send me your details and I will transfer you 4p in cash, plus a 10p loyalty bonus for being a valued equiwatt participant.
Hi @Stephen_C,
Thanks for your message, and I’m really sorry to hear how you and your wife are feeling about taking part recently.
I’ve checked your account and can confirm that all your pending points have now been added. If you spot anything that still looks out of place, just let us know and we’ll take another look.
We completely understand your frustration about the value of the points on offer. Like other providers taking part in the Demand Flexibility Service (DFS), we can only pass on the value that NESO (the organisation running the scheme) is willing to pay out to households.
We’ve pushed back on this approach alongside many other DFS providers, including making it clear that we believe the current reward levels are discouraging for participants and will lead to many households stopping their participation altogether. Unfortunately, NESO has not yet changed their position, but we continue to raise this feedback with them and hope they will reconsider.
We really appreciate you being part of the community and understand if you’re feeling unsure about continuing. Please feel free to reach out if there’s anything else we can do to help or clarify.
All the best,
Mark - Team equiwatt
Hi @Rich_T,
We appreciate the offer, but we won’t be opening a side hustle for users to act as a DFS bank just yet!
On a serious note though, we understand the frustration. The current reward levels aren’t what any of us would like them to be. Unfortunately, NESO (who run the scheme) set the value passed on to households, and despite our best efforts (and those of other providers), they’ve stuck to their current approach.
We’re continuing to push back and share community feedback like yours, so thank you for speaking up. Hopefully, we’ll see some positive changes down the line.
All the best,
Mark - Team equiwatt
Can you please refund the £4.73?
I will come back when they pay a reasonable participating rate.
Thanks
Hi @Stephen_C,
Thanks for your message.
Unfortunately, equiwatt points can only be redeemed via the gift store in the app, where you’ll find a range of eGift cards available. The minimum redemption amount is £5, so you’re only 30p away from being able to cash out your current balance.
Just to let you know, your points won’t expire as long as your account remains active. That means as long as you log into the app and take part in equivents at least once a year, your points will stay safe. However, if you choose to delete your account, any remaining points will be permanently lost.
You’re very welcome to leave your points as they are and come back whenever you feel the scheme is offering better value, hopefully with some improvements on the horizon.
Thanks again for being part of the equiwatt community, and we hope to welcome you back soon.
All the best,
Mark – Team equiwatt