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Sadly, my experience of these wait times, combined with the disastrous edf app that was half a decade out of date, led me to leave for a competitor with a better customer service offering.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.

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

Useful to have , but a new feature to be able to calculate energy cost part way through the quarter would help those who don’t / can’t have smart meters . If it can generate a bill based upon the readings you give it within just seconds , why not add a way to check usage and cost at any time ? We rent , have separate peak & off peak meters , and EDF have said they could only install a smart meter for the peak one . If you do get through to EDF and ask for an energy cost so far ( before your next bill is due ) there’s a risk of triggering a second bill and putting everything out of cycle ; in our experience was difficult to resolve - we ended up getting two bills a few weeks apart every quarter for 6 months until they put it right .

Thanks for your feedback.