ᐅ Utility company has incorrect meter numbers in their system – what should I do?
Created on: 4 Sep 2023 15:53
K
kati1337
Hello everyone,
We have received the welcome letters from our local supplier (Pfalzwerke) confirming that we have been placed on the basic supply tariff. We have two meters, and Pfalzwerke is demanding a total prepayment of 390€.
Of course, we don’t want to pay that much, so we intended to switch to another electricity provider based on our actual, calculated electricity consumption.
However, we noticed that the meter numbers on the welcome letters are incorrect. After speaking with Pfalzwerke Netz by phone, it turned out that these wrong meter numbers from the letters are registered in their system. They do not recognize the actual meter numbers we have on our meters.
When I asked what I should do next, the customer service agent didn’t have an answer. He advised against signing a contract using the incorrect meter numbers registered in their system since these might belong to someone else (??). Also, entering a contract with the correct meter numbers likely won’t work because these are unknown to the grid operator’s system.
Do you have any suggestions on how I should proceed? I definitely don’t want to be stuck on their basic supply tariff. Their reputation in the region, judging by Google reviews, matches my experience: they seem overwhelmed and understaffed. I don’t expect any quick resolution from the grid operator.
What would you do in my place? Would you pay these absurdly high prepayments? Honestly, I don’t see why I should. Those aren’t my meter numbers, the calculation is baseless and not transparent. They don’t even have my SEPA mandate yet.
I am considering simply not paying when the first prepayment is due or disputing the payment because the meter number is not mine. Is the contract even valid? First, the meter number is wrong. Secondly, the cancellation policy states a "14-day period starting from the day the contract was concluded." The contract is dated August 14, but I only received the letter explaining these terms on August 28. Moreover, it was sent to the construction site address and just left there without a mailbox. The meters were also installed later than the supposed contract date.
On the other hand, I do not want them to cut off our power. The first prepayment is due at the end of September. If nothing is resolved by then, I am thinking of involving a lawyer.
Additionally, I am considering going ahead and signing my desired electricity contract using the CORRECT meter numbers as seen in the meter cabinet, and just waiting to see what happens.
We have received the welcome letters from our local supplier (Pfalzwerke) confirming that we have been placed on the basic supply tariff. We have two meters, and Pfalzwerke is demanding a total prepayment of 390€.
Of course, we don’t want to pay that much, so we intended to switch to another electricity provider based on our actual, calculated electricity consumption.
However, we noticed that the meter numbers on the welcome letters are incorrect. After speaking with Pfalzwerke Netz by phone, it turned out that these wrong meter numbers from the letters are registered in their system. They do not recognize the actual meter numbers we have on our meters.
When I asked what I should do next, the customer service agent didn’t have an answer. He advised against signing a contract using the incorrect meter numbers registered in their system since these might belong to someone else (??). Also, entering a contract with the correct meter numbers likely won’t work because these are unknown to the grid operator’s system.
Do you have any suggestions on how I should proceed? I definitely don’t want to be stuck on their basic supply tariff. Their reputation in the region, judging by Google reviews, matches my experience: they seem overwhelmed and understaffed. I don’t expect any quick resolution from the grid operator.
What would you do in my place? Would you pay these absurdly high prepayments? Honestly, I don’t see why I should. Those aren’t my meter numbers, the calculation is baseless and not transparent. They don’t even have my SEPA mandate yet.
I am considering simply not paying when the first prepayment is due or disputing the payment because the meter number is not mine. Is the contract even valid? First, the meter number is wrong. Secondly, the cancellation policy states a "14-day period starting from the day the contract was concluded." The contract is dated August 14, but I only received the letter explaining these terms on August 28. Moreover, it was sent to the construction site address and just left there without a mailbox. The meters were also installed later than the supposed contract date.
On the other hand, I do not want them to cut off our power. The first prepayment is due at the end of September. If nothing is resolved by then, I am thinking of involving a lawyer.
Additionally, I am considering going ahead and signing my desired electricity contract using the CORRECT meter numbers as seen in the meter cabinet, and just waiting to see what happens.
I would point out the issue with the incorrect meter numbers in writing but would not pay for it. What is the legal basis for this?
Regarding the electricity tariff: So far, with every switch, they only wanted the meter numbers as shown on the meter itself. So why not simply register somewhere and read off the correct numbers directly from the meter cabinet and provide them?
Regarding the default supply: There is no such thing as being "stuck" there.
Regarding the electricity tariff: So far, with every switch, they only wanted the meter numbers as shown on the meter itself. So why not simply register somewhere and read off the correct numbers directly from the meter cabinet and provide them?
Regarding the default supply: There is no such thing as being "stuck" there.
M
motorradsilke5 Sep 2023 07:10OWLer schrieb:
You can also try contacting your network operator. Just Google "network operator search," and the first result for me was ovag.
Here, the local municipal utilities don’t provide the service but a separate company. A few kilometers (miles) away, it’s Westnetz. They should know more and be able to help better than the municipal utilities (in theory). I would first check if there is a separate network operator. That’s how it works around here. They are responsible for such matters.
HeimatBauer schrieb:
First, it would be helpful to know what kind of setup you have installed.
Classic: One meter for the heat pump, one for the household. Both are fed from the grid and have a meter main fuse. After the meter, the electricity goes to the respective consumers. Advantage: You can read everything directly, meaning "consumption of 1 kWh" on the heat pump meter also means 1 kWh consumption of heat pump electricity. This makes the whole meter reading setup straightforward.
Cascade: The electricity first passes through the main meter and then goes both to the heat pump and the household meter. The main meter is fed from the grid and has a meter main fuse, the household meter is fed from the main meter and does not have a meter main fuse. Advantage: If you have photovoltaics, you can supply both the household directly (since it is directly connected) or the heat pump (which then runs through the household meter as feed-in but not through the grid). This is sometimes called "power-to-heat," which is technically incorrect but does allow the use of photovoltaic power for heating without the expensive detour through the grid. However, only household electricity is directly readable (household meter consumption), and heat pump electricity consumption must be calculated by subtracting the household meter from the main meter. The grid operator does this and reports the consumption to the electricity provider.
Who can say? The electrician must have wired it this way, and the grid operator must be present to seal it. So "classic or cascade" is not something you just switch overnight via a web portal; it requires rewiring and resealing.
What to do? I would simply send an email or a letter (!) pointing out that the meter numbers in the letter do not match the meters installed and request a correction by a certain deadline. Only if they do not explain or correct this properly would I escalate.I am pretty sure we have this kind of power-to-heat setup. That’s what the electrician explicitly told us back then. I just didn’t know it meant what you just explained. 😀
Does that also explain the "incorrect" meter numbers / are those possibly virtual meter numbers? Or should they still match what is shown on the meters?
motorradsilke schrieb:
I would first check if there is a separate grid operator. That’s how it works around here.
And then they are responsible for these kinds of issues. I have already spoken with them. There is Pfalzwerke (supplier) and Pfalzwerke Netz (grid operator). I talked to both. The supplier referred me to the grid operator, but the grid operator’s customer service isn’t very helpful. I don’t expect a quick resolution there. I might actually have to go through the Federal Network Agency (BNetzA).
If anything is wrong at all. Maybe it’s the issue with the virtual meter numbers that someone mentioned earlier.
Currently, I get no answers on that. I can’t reach any electricians, and the grid operator has a customer hotline that handles all inquiries but has no real knowledge.
H
HeimatBauer5 Sep 2023 10:13kati1337 schrieb:
I’m pretty sure we have one of those power-to-heat systems. That’s exactly what the electrician told us back then. I just didn’t realize it meant what you just explained. 😀
Does that also explain the “wrong” meter numbers / could those possibly be these virtual meter numbers? Or should they still match what’s actually shown on the meters?I’m glad my quickly dismissed “check if it might be because of that” wasn’t so unreasonable after all.
Whether it’s done one way or the other doesn’t matter, but at least it’s been checked and now there’s certainty about it.
H
HeimatBauer5 Sep 2023 10:24sysrun80 schrieb:
Regarding electricity tariffs: So far, every time I changed providers they only wanted the meter numbers that are displayed on the meters themselves. So why not just register somewhere and read off the correct numbers directly from the meter box?Yes and no. That might be true for a "traditional" setup, but with more complex systems like a heat pump cascade, there simply isn’t a single “heat pump meter.” It’s a virtual meter that is calculated. For example, in your basement you might have:
- Main meter number GZ12345
- Household meter number HZ23456
The grid operator can assign a heat pump meter number WP34567, calculate its value by subtracting (GZ12345 minus HZ23456), and report that to the electricity supplier. So it’s possible that your billing includes “meter number WP34567” and yet that is correct. Keep in mind: this CAN happen, but it is not mandatory, even if you have a heat pump cascade. This means that when switching electricity providers, WP34567 must be reported, even if there is no physical meter with that number in your basement.
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