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The Crossed Meter Zone - Quiz

A detailed illustration of a gas or electric meter with a crossed-out symbol over it, surrounded by various related icons such as a question mark, a checklist, and customer service elements.

The Crossed Meter Zone Quiz

Test your knowledge on crossed meters and ensure you're equipped to handle meter-related issues efficiently. This quiz will challenge your understanding and help you prepare for real-world scenarios.

6 Engaging Questions
Instant Scoring
Enhance Your Technical Knowledge

6 Questions2 MinutesCreated by CheckingMeter342

What is a crossed meter?

We have taken over the wrong meter point

We have taken over the correct meter point, but the wrong msn is associated with it

We have the incorrect supply address on kraken

We have the incorrect correspondence address on kraken

What should we get from the customer to investigate a potential crossed meter? There’s more than one answer!

A screenshot of their online dashboard

Ask the customer to perform a burns test

A photo of what the customer believes to be their meter/the one they have been reading from

Any historical bills from previous suppliers

Absolutely nothing, the issue will sort itself out! :D

Ask the customer to perform a burns test, a photo of what the customer believes to be their meter/the one they have been reading from AND any historical bills from previous suppliers

What flags should you be looking for when there is a potential crossed meter? There’s more than one answer!

Photo of customers meter serial number does not match what we have on record

The opening meter reading does not fall in line with the customers readings

The customer’s smart meter is not pulling readings

The customer’s meter certificate has expired

We have received this email from a customer, what are the steps we need to take? "Good afternoon, I have tried to submit my readings but they don’t seem to show the same as the readings as on my meter. I’m not sure what to do. Please help!"

Tell the customer they are reading their meter wrong

Request a photo of the meter

Request a photo of the meter and ask the customer to confirm their address

Requesting a photo of the meter, asking the customer to confirm their address, checking the royal mail postcode finder and the national database, then compare it to what we have on Kraken

We've now established that there is a crossed meter, what's the next step?

Change the MSN manually in Kraken

Raise a crossed meter case via ecoes

We don't need to take action as we have the correct MPAN

Send the other supplier a message via SDEP to let them know we've changed the meter serial number on kraken and to sort it their end

Open a crossed meter case on ECOES/SDEP and request new MTDs using the MTD Creation Form or Gas Enquiry Form to get the MSN corrected on Kraken and the national database

What do we do now the crossed meter case has been resolved on SDEP?

Edit the meter in Kraken and re-bill the account

Once the new MTDs have come in, request a CMEX and unbill the account until we receive a new initial reading from the CMEX

Edit the meter in Kraken because we've resolved the crossed meter case already

Request a CMEX and rebill the account to the start read you want to use

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