aes-smartmetering.com Reviews 181

Just the same as Octopus, complete incometence from top to bottom, after waiting for over a year to have a suspect faulty meter changed they arranged to have a smart meter fitted by AES. I phoned AES a week before the fitting date to make sure the fitter has the right meter on the van because I am on a 3 phase system and many only carry single phase meters.
The foreign lady I spoke to explained that she was having a terrible day because their computers were playing up and she couldn't find my account but she eventually found it as I was being polite for a change she was being patient. Ah she said I have you down as a single phase but don't worry our fitters are very experienced but if there is a problem I will phone you back.
She did not phone back and on the designated day after I had moved my classic motorcycles out of garage and made space so he could have an easy path to the meters the fitter arrived on time and the first thing he said was "That is a 3 phase system, I am not qualified to fit them, I can only do single phase".
I think both Octopus and AES staff should apply for jobs at the BBC as comedy writers and actors because they are definitely no good at skilled jobs.

Worker in van driving like a complete tool, aggressive, tailgating weaving in and around traffic all with a young child in the van. Accident waiting to happen. Also likes to throw abusive hand gestures. Van ends in XNL around exeter

I waited at home all day and the engineer never turned up. I have a baby and it’s really not great for our well-being to be stuck at home unnecessarily. I wouldn’t have minded the appointment being cancelled as I could make other plans, but the total lack of communication is what is frustrating. I emailed both AES and Octopus 4 days ago and haven’t had a reply from either.

Useless. My customer number is 10819486. Job no. 96016500. Nobody arrived, through we remained at home all afternoon, waiting as scheduled. As the hours passed, I tried to phone to ask if anyone was coming. I waited half an hour for a reply - nobody answered. I've tried again this morning - similar experience. Reading other reviews, I am reluctant to have a smart meter installed as it will probably cause more problems. Octopus: get yourselves different installers.

AES representative arrived within the expected time window, was extremely courteous and considerate throughout, and took time to explain and inform as appropriate. He was very careful to update existing electrics with improved equipment and provided an extremely tidy installation; then took time to ensure that existing monitoring equipment was functional before leaving - even offering to return should downstream problems arise. Perfect.

AES did exactly the same on this 2nd visit as the first failed visit - book an appointment between 12noon and 4pm - then fail to arrive. Mine is an apartment building so I need access to the meter room, which requires the landlord to attend. From noon we both waited - nothing happened, so we disperse. At 15:10 I called AES and spoke to a lady who said she'd call back and when she did the reason was identified as a "part needed that's out-of-stock".
She says he visited around noon and decided the job couldn't be done - so I and the landlord waited around all afternoon until I called AES around 15:10 and was told the story about a missing part. Which didn’t really make sense – how could the engineer know that a missing part was needed if he hadn’t visited the premises?
And why didn't someone explain this by calling at 12:30?
This is a really incompetent company working, in my case, for So Energy. Very poor management, unreliable engineers and incompetent communications. Will I ever get a smart meter through these people? I doubt it.

Smart meter fitted today by Tony Cobb. Completely knowledgeable on the whole process and explained everything meticulously. First rate and highly recommend.

Switched all sensitive equipment off as requested ready for 8-12noon appointment. Got a very polite phone call at 8.31am saying engineer had called in sick and he advised he would cancel the appointment and offered to re-book. Could not take up this offer as about to go on holiday and unsure of return date. For the record, I did not apply for smart meters. The initiative came from Octopus who stated that my meters were approaching their use by date and needed to be replaced.

The installation was very quick and professionally executed by the fitter called Mohammed Naeem.
He was very informative and polite and of good appearance.
The equipment handling seemed easy to use and operate. We'll done Mohammed.

Mohammed Naeem fitted two new meters on Thursday 23 March. Took him about 2 hours. He was extremely pleasant and a credit to AES.
Don't know if the meters actually work yet since they are still logging in.
Alan Marco

Would like to thank Mohammed Naeem from AES for fitting my smart gas meter today. He was extremely good , efficient and professional. It was a pleasure to meet up with such a lovely young man. Nothing was to much trouble, just an Exceptional experience. Thanks Mohammed Naeem

Charger that they fitted last year is faulty, job has been passed back to them by Ohme to fix. Received a voicemail yesterday as was in doctors and been trying to ring them back since nearly 5 hours in a call queue in total, the system offers an option to leave a voicemail but it doesn't work just keeps you in the queue. Pretty sure noone is actually answering any calls. System then cuts you off after 1 hour and 2 minutes and you have to redial.

For the last few months, I've been having issues with my smart meter and an appointment was set for between 08:00 and 12:00 today for the issue to be resolved. Even yesterday an email was sent confirming the appointment. When no one from AES Smart Metering had arrived by mid morning, I called AES and was told their systems were down and an update could be provided. Just after 12:00, I called again and after waiting for almost 30 minutes, the phone goes dead while talking to AES Customer Service representative. After waiting a further 47 minutes for the another phone call to be answered, I am told the required part is not available and when asked what the part was, the representative did not know.

AES Smart Metering your Customer Service is abysmal - unreliable systems, prolonged delays in answering telephone calls, appointments not cancelled when you know they cannot be honored and staff not knowing what part is unavailable or when it will be. I suggest you look to benchmark a best in class company to understand what customer service is like.

On 2 separate days I have tried phoning your company but there is never any answer as the message keeps saying we value your custom. I had spent 1 hour 30 minutes on both occasions when I phoned and gave up. I had sent an email prior to phoning and I had no reply and when I gave up phoning I sent another email and again no reply. Octopus energy need to either change contractors or train their own staff to fit smart meters. all I wanted to know was AES was going to fit a smart meter as I have been waiting for months.

Had smart meters fitted on 15th February then at the end the fitter said he did not have an IHD for us and we would have to contact the company. After trying twice on the phone for 15 and 30 minutes, gave up and emailed instead. From reading other reviews do they not answer the phones??? To date still have not heard from them. Have even contacted Octopus and they say they will try to get an IHD for us from AES but no guarantee and to keep trying myself. How when they don't answer emails or the phones. Octopus get yourself new fitters, just read some of these reviews. My unique ref number is 11002025

1st visit didnt happen as the engineer couldnt find the house.
2nd visit took place on 20th February and new meters (gas and electricity) fitted as well as new IHD. The fitter (Richard) was lovely and tidy but we are experiencing the following issues:
* The meters are not communicating with our supplier
* The IHD is not working (showing dashes) and when looking at the Meter Info it says "waiting for meter reading"

I have been on the phone waiting for 50 minutes so far (@9.58am screenshot on Google review) )but i ll have to hang up as i also have to work and my job is not waiting for an hour to speak to anyone.

Now i m on the phone again waiting so far for another 55minutes and still on hold.....

Not good at all.

Appointment via Octopus after weeks sent a technician who was not qualified to work on the 200amp and now who knows no response no contact ..... unless company why Octopus uses them heavent alone knows Pathetic

Been trying to get through to speak to someone and it’s a complete waste of my time. First time on hold for 45 minutes and gave up. Then I called again and waited nearly 90 minutes for them to tell me to speak to my supplier to have my name added to a BAU list. So I spoke to my supplier and they told me this was already done on Jan 17th. Now I’m trying to get through again and waiting over 2 hours 🤯

Update: line got cut off after 3hrs and I called again and gave up at 9pm.

This company are impossible to get a hold of. The cancelled our first appointment for no reason then the second appointment, they drove past the house 3 times looking in. Then we received a phone call to say the engineer had knocked on the door and nobody was home. Absolute lies. Waiting for the penalty charge to come through the post now. Looking forward to it :)

No Show!
Appointment booked via Octopus Energy for smart meter install by aes-smartmetering. Did not turn up, nor contact me to tell me they would not be turning up. No response from phone number provided by Octopus. Half a day wasted. Email received 6 days later saying appointment cancelled. No explananation, no apology. Also asking me to re-book, I don't think so!! So much for Octopus priding themselves on customer service.