EDF UK 4+

The old app was unbelievably bad. It was slow, crashed constantly and was just plain difficult to use. Even it’s only useful purpose, meter readings, sometimes didn’t work, meaning I got an estimated bill despite submitting readings.

This update, though a (extraordinarily) long time coming, is desperately needed. I like to use mobile apps to manage all of my bills and financial matters for convenience over a desktop or laptop computer and to avoid the chronic problem of excessive wait times when calling to speak to a (usually) foreign call centre.

Sadly, my experience of these wait times, combined with the disastrous edf app that was half a decade out of date, led me to leave for a competitor with a better customer service offering. But I forgot to delete the app, which is how I came to write this review when I saw that an update was available. I’ve had a quick look, though I don’t have a live account any more, I’m still able to view my old one and it appears to be a million times better in every metric. Better late than never I suppose.

Hi, thank you for taking the time to re-review our app and leave valuable feedback, we really appreciate it! We are sorry to hear that the previous app experience lead to you leaving us as a customer. We are pleased to hear you like the new app and we have even more features on the way very soon! Hopefully this may entice you to come back to us, if you would like a quote, please visit our website or contact our Live Chat team 24/7.

At last, I am pleased to report that the “Important message about your meter reading” which had appeared every time I opened the App (despite being on a smart meter) has finally been fixed with recent App update and the App is now working perfectly.
The App is very good to be honest and gives me all the information required, but my only gripe (hence 4* rather than 5*) is that the reading for use of gas and electricity is always 2 days behind. I have a Smets2 smart meter which I suspect is the reason, as usage probably goes through some form of central clearing system rather than direct to EDF. When I had a Smets1 meter with a previous supplier, the usage updated in real time which was so much better.
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PREVIOUS FEEDBACK - For unexplained reasons, the App has, upon opening, suddenly started defaulted to a rather irritating “Important message about your meter reading” page. I have a smart meter and don’t submit meter readings, so I’m confused, is it asking me to submit one? Somehow I don’t think so. The developers for whatever reason, think it necessary to stick in an extra page about meter readings before you can get to your ‘Smart Hub’ page.

Hi Hector. Thanks for taking the time to leave your review. Your smart meter readings are passed to us from the smart meter network and there is a delay of 1-2 days. Your in-home display unit is designed to provide you with the same data in real time. Your bill with indicate what readings were used and if these were customer, engineer or smart meter readings. As this is a billing query, please contact Customer Service on WhatsApp 07480802942 or SMS 07481341928 who will be able to discuss this further with you

First of all , this used to be a simple app to report meter readings , instantly give you the amount of your new bill and check on previous bills . However , this time , enter meter readings and the app doesn’t show the amount of your new bill anymore . EDF are hardly in administration , so to hear a recorded message that ALL of their customer service team are working from home - confirmed by the sound of their background T.Vs and children is one thing . But the other thing - since EDF is such a major player in the energy market , is just how thin on the ground and amateur their customer service has become . The at home advisor asks you ( again ) for account details you already gave to get through to telephone customer services , then says they can’t see on their system how much your bill will be - since they’re working from home they don’t have that system access . It’s really no customer service at all . Date of review 28 th Sept ‘ 23 . Four days later no bill , no update to the app . and speak with another EE customer services rep . They take 10 minutes to ‘ pull up my account ‘ only to say the bill hasn’t been created and she must do this manually . How is it taking them 10 minutes to ‘ pull up ‘ my account ? I put it to her there must be a system error , but she would offer no explanation .

Hi. Thanks for your review. We'll only generate a bill on the back of a meter reading if your account is in it's billing window. We've not made any recent changes to this process. As for your customer service related query we ask that you speak to our customer services team on WhatsApp 07480802942 or SMS 07481341928 who will be more than happy to log this feedback for you. This platform relates to App feedback only. Thanks