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    • Please please help we were miss sold full fibre by EE July 22  Install couldn’t go ahead no equipment sent and no. Survey it was hell  foind out no full fibre in road so we had to go back to cooper no choice we involved. Ceo and they put in a man from customer resolution s  he was vile he told me I had to go to engineers  something very odd about the ex resolution s in bt basically they took my drive up said they Would put ducting in ready for full fibre we have got £ 40 for a hours upon hours phones stress and more told to go to ombudsman  then bill was £35 we called twice told it was that price as they had treated us appalling two weeks later all sky package gets pulled we call again our bill goes to 165 the next two weeks was hell trying to get yo bottom why it’s off our package it was all on in the end I spent a day on the phone  341 mins was the call anyway I got to the bottom it was this resolution man coveting up the other issue another deadlock  to cover it all up  they hide data  ee did so couldn’t get the miss sell in writing I have now only from sept  Basically now we tried getting full fibre and they have found my drive had to be taken up again which has sunk .  The engineer has placed the wrong ducting again under my drive and need s to be taken to again apparently and the pipe sticks up middle of the drive near gate not behind look so odd it’s a big as a drain pipe open to water and it’s below touching the electrical cables to hot tub . I was sent a letter from the ex resolution to say I had stopped the work  I haven’t  it’s so sadistic she covering up for her mate in that team as the orginal install he didn’t check it had been done correctly  I took to Twitter and posted on open reach they ignored me then after 3 calls of two weeks they sent a engineer bt ignored me ceo emails blocked tag on Twitter unanswered then we get someone from twitter send a engineer he written report to say it’s dangerous since we have  had a  letter to say our problem can not be resolved  then a email to say sorry we are leaving and we can’t get into our account Bt will not talk to us ofcom tells us nothing they can do Citzens advice said go to the police  we can’t go back to virgin due so mass issue with them only option is sky  but point is they make out we have canceled we haven’t we have this mess on our drive dangeous work we are in hell  it’s like she covering up for this collegue it’s all very odd I am disabled and they like played mentaly with me open reach say bt resolved the issue no they have not  I recon they have terminated us making our we have  to hide it from mgt  Help it’s hell I don’t sleep we have 29 may we have tried  calling they just ignore me  at first they are so lovely as they say I am then they go to nnamager and say we can’t say anything to you end call  Scared police are rubbish I need help even typing is so painfull  Thankyou  anyone hello be so grateful     
    • There's a thread somewhere about someone sending the baillifs against Wizzair that is quite hilarious. I would love to see someone do the same to Ryanair. Question is, should you be the one to take that role. You are entitled to the £220, if your flight was from the UK. If it was TO the UK I suppose it is more of a grey area... though the airlines I know have been using £220 as standard. Not that surprising for Ryanair, the worst cheapskates in the universe, to go for the lower amount, and if you forward this to the CEO he will probably have a jolly good laugh and give his accountants a verbal bonus. After all he's the one who said and I paraphrase "F*** our customers, they'll fly with us again anyway". While we would all love to see Ryanair get wooped in court again, I have to join my fellow posters in thinking it's not worth the hassle for (hypothetically) £7 and not sure it will expedite the payment either. It's already an achievement that you got them to accept to pay.
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    • thank you you mean you got a notice of discontinuance? dx  
    • Thanks for your interest dx100. Didn’t reach a hearing. Although they filed court papers, they withdrew a few days beforehand, and admitted it was statute barred and I have it in writing that they say the matter is now closed. Once again, many thanks for all your help.
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Code of Practice for Accurate Bills / Back Billing for Domestic Customers

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  • 6 months later...

"Under the Code, from 1 July 2007, where the suppliers are at fault in not billing a domestic

customer, they will not send a bill which includes unbilled energy consumed more than 1 year

previous to the bill being issued."


Can I clarify this applies in the situation where my energy supplier stopping billing for usage in error and only noticed after > 2 years? i.e. it was their fault for not billing but I didn't inform them of this and it was an audit by the energy company which identified the problem.

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The Code of Practice for Accurate Bills (the Code) has been developed by the Energy Retail Association (ERA) with British Gas (including Scottish Gas), EDF Energy, E.ON, npower and Scottish Power; these companies all support the independently-audited Code of Practice and are committed to the Code as a minimum standard of service for customers. Scottish and Southern Energy has a Domestic Customer Charter which includes similar standards of service in relation to billing and back billing. This document reflects the principles which all of the major energy suppliers apply in relation to back billing.

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Ok but Scottish Hydro Electric is not mentioned so am I to assume they DO NOT subscribe to this charter? Or do you know if they have specifically excluded themselves from this charter?


The reason for the question is that I have been back billed > 2 years by Scottish Hydro Electric as a result of their error in not billing me. I have been a customer of Scottish Hydro Electric at my address for the past 7 years when they suddenly stopped billing.

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  • 1 month later...

My situation is similar. i have been with npower for about a year now yet have never had a bill. Last July I called them asking when i would be billed. In short they had no answer and could only tell me that i was in debt to them. I am paying via a payment card at the rate of £50pm yet STILL receive no bills. They have called me twice, despite my paying on-the-dot of each month, more or less ordering me to pay £100pm, something which is just not affordable.

I have no idea how much is owed, how much is current, nothing, yet they have all my details correct re posting bills etc and they managed to post the card to me so I'm in a bit of a quandary here.

Any ideas or advice?

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  • 3 weeks later...

I have a similar problem with EDF. I moved house in October 2010 which was under Southern Electric. I then transferred to EDF in January 2011 and have yet to recieve a Gas Bill. I have made my complaint and i am being told that it is in the hands of a specialist team ( Load of BS if you ask me)..Am i correct in thinking that if i have not received a bill by January (12 months since joining EDF) i will not be liable to pay for any gas used that is more than 12 months old?Any help would be greatfull.Thanks,DGS

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I have finally recieved a gas Bill from EDF energy.. Shocked is not the word... £800 Gas Bill from 4th Jan to 16th Nov!!The booklet i received when joining EDF said my gas charges were a daily charge of 23.07pence per day and a usage cost of 3.08per Unit (Kwh). i took this as my meter cost per unit of gas used as being 3.08 pence, i.e 10 units= 38p / 100unit =£3.80 etc etc . My bill shows the total units used as 2640 and it says this equals over 28000 Kwh................The code of practice says that they should provide clear and understanding bills.. My bill does not show or explain how this calculation is worked out nor does any of my paperwork say that this calculation even exists.. Anyone any advice on what to do regarding a dispute.?ThanksDGS

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  • 2 months later...
  • 1 month later...

I'm not convinced you would have this removed. Yes you're right in relation to the fact if they haven't charged you after a year it has to be wiped off for domestic users (not businesses) but that's if you've made every effort to ensure they have read the meter and asked them about paying the bill. If you've said nothing I think you'd be on dodgy grounds. Those that have attempted should be fine.


@ don't get shafted it should deffo be on the bill somewhere.


Electricity is easy. Just multiply the units used by the tariff prices (there may be more than one).

Gas is more tricky. Don't have the figures in front of me but from memory it's the following:


your units used (since your last bill) multiplied by 2.83 (roughly) X 1.022640 (roughly) x (the calorific factor roughly about 39 ish) ALL divided by 3.6.


2.83 is to convert to metric (if it isn't already).

1.022640 is for the temp and pressure variations.

calorific factor is kinda how good the energy is and is usually from say 38 - 43.

3.6 is to convert from seconds into kwh (once all the other factors are worked out).


Sorry this is a bit tricky. Once you've had a few goes at it. it/s not too bad. I had big problems with Npower so I looked into it and found it's not that hard really.


The only figures that change above really are the number of units used and the calorific value. (and maybes if you're using a metric meter).


Best bet is too google Gas conversion factors and there's probably a calculator site that will work it out.


The companies quite often get it wrong. Even basic stuff. So don't be afraid to challenge them if you think it's wrong.


Later on they also wanted to charge me about £7 in VAT. My bill was for about £95 + VAT.

As VAT is 5% on fuel the vat should have been about say £4.50 not £7. I explained that as it's only 5% that if I'd used £100 it should be £5 for VAT. As I'd used less than £100 it must be less but they were adamant it was £7. Eventually got this and many other basic errors sorted and got compensation too. Result. :)

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  • 2 months later...

what happends when you find out you have been paying somebody elses bill i was paying 35 pound a month for a year just noticed it phoned them up and it turns out i have been paying someone elses bill he even phoned up and told edf (please note i dont know him and he lives 300 miles away) but nothing was done till i noticed it this morning, they have refunded me the money but i asked for compensation since it was there fault they are rining me back in the morning how much do you think i should go for,

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what happends when you find out you have been paying somebody elses bill i was paying 35 pound a month for a year just noticed it phoned them up and it turns out i have been paying someone elses bill he even phoned up and told edf (please note i dont know him and he lives 300 miles away) but nothing was done till i noticed it this morning, they have refunded me the money but i asked for compensation since it was there fault they are rining me back in the morning how much do you think i should go for,


Who is your provider?

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I was hoping it was one of the utility companies that have a Rep on CAG.


If the money they've refunded was in excess of your normal bill you should have had 8% statutory interest as well.

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  • 2 years later...


I have this and took it to court with Npower. They simply disregard this as they do every other directive. The worrying thing is that if I did this in my proffession (ignored our code of conduct) I would be instantly dismissed from my organisation and be bankrupt. Why does this continue for energy companies?

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This thread is 2years+ old.

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Well my action was two years ago. Still waiting for compensation. The 'back billing' directive was simply ignored. Its parr for the course really. Basically energy companies are not challenged and if you don't like it you can complain but then you'll get a hasty tax bill (as director moves to become director of Inland Revenue) very strange practice that is the reason why I am leaving this country.

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  • 1 month later...

Its all very well posters saying the "code" enables you to do this and that but who is the body that ENFORCES THE CODE OF ACCURATE BILLING for an individual domestic customer????? In my view the unenforceable "code" is not worth a carrot.

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