Sometimes the information we receive from your previous supplier doesn't match what you believe to be true, or match what shows on your previous energy statements. 

We only want to charge you for how much and when you actually use your energy, so if there's ever any doubt, we may ask you to conduct a 'Time Test'. A Time Test shows which register is actually moving during the daytime, and which is moving during the night.

How to conduct a Time Test

All you need to do is to take two sets of readings during the same day, taken far enough apart to measure some usage, e.g. one in the morning and another in the evening. We may specify a smaller window to take your two sets of readings in, but for most meter types you can test between the hours of 8:00am - 11:00pm.

For example, you might take readings at 9am and again at 5pm the same day:

9:00am
Rate 1 = 33,000
Rate 2 = 14,568

5:00pm
Rate 1 = 33,020
Rate 2 = 14,568

In this example, you can see that Rate 1 has advanced 20 kWh during the hours of 9am to 5pm, therefore we can confidently say that Rate 1 relates to the Day and Rate 2 is the Night.

Sending us the results

If your Time Test shows that we might have your day and night readings the wrong way around, please send us the following:

  1. Photos of the readings taken for your Time Test with details about the times these were taken
  2. A photo showing the full front of your electricity meter including serial number, if this isn't shown in your Time Test photos
  3. A copy or photos of an energy statement from your previous supplier

Send these to metering@so.energy and we'll investigate the issue for you.