Frequently Asked Questions

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Energy Easy registration

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Can anyone access Energy Easy?

Only United Energy customers with a smart meter can access the Energy Easy portal. Customers should check their electricity bill to determine if they are in the United Energy electricity distribution network.
What are the differences between electricity distributors and retailers?

Electricity distributors own and manage the meters, poles and wires that deliver electricity to your home. There are five electricity distributors licensed to deliver electricity to consumers through their networks in Victoria. Each distributor is responsible for a geographic region United Energy delivers electricity to more than 640,000 customers across east and south east Melbourne and the Mornington Peninsula. Electricity retailers buy electricity from electricity generation companies and sell it to you. Retailers bill you and offer various plans and services to meet your needs.

Electricity distributors are fixed according to region, electricity retailers are not. You have the option to choose your electricity retailer and the plan that suits you. Changing electricity retailers has no impact on your actual electricity supply.
Energy Easy says that my meter is not yet configured to deliver services - what does this mean?

When a smart meter is first installed, it typically takes anywhere from a few days to a few weeks for it to be configured and communicating. If the Portal displays the message 'Your Premise is not yet ready for Energy Easy services" please email your details and information regarding this message to energye@ue.com.au so we can investigate further.
What do I do if I have more than one premises?

Using the (Change/Add) function a Registered User can add additional premises' to their existing registration. Click on the Change/Add button at the top right of the Energy Easy screen. This opens the Your Premise window and then click on the Add New Premise button. The Registration Step 3 page will be displayed. You will need to complete the requested details of the additional premise. When the new details have been verified as matching to those we have the new premise will be added to your registration. The Your Premise window will then display both your orginal premise and the newly added premise. Clicking on either will then open access to that premises' data.
Completing my registration on an iPad or other smart device?

When you use an IPad or other Smart Device to complete your registration you will need to ensure that the view is in Mobile View. The IPad will access the Energy Easy site in Full Website Mode. In this mode you will not be able to activate the 'I Accept' button in Step 1 of the registration. To change view mode swipe to the bottom of the screen, On the bottom right side touch the 'Switch to Mobile View' wording and this will change the View Mode to Mobile View. Select the Register button, Step 1 Terms and Conditions will now have a Tick Box. Touch the box to add a tick and this will open Step 2 of the registration process. Follow the information requested to complete your registration to Energy Easy Portal.
What if I am registering a Business?

If you are registering a Business on Energy Easy follow the steps that the Portal will lead your through. At Step 3 the first requirement is to ensure you select the Business button. This will change the Name Details required to be entered. The name field for Business only requires the Business Name to be entered once into the single field. Residential requires both a First Name & Surname and if a Business User trys to use Residential the registration will fail. If you would like a copy of the Registration Guide for Energy Easy please request one by emailing energye@ue.com.au
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Using Energy Easy

How do I find out the details of my current electricity tariff? (A tariff is what you pay to your retailer for electricity).

The details of your current electricity tariff are printed on your electricity bill and are usually found on the second page with your meter details. If you are on a single rate tariff you will see a single cost in c/kWh or $/kWh. If you are on a time of use tariff you will see two or three costs in c/kWh or $/kWh which correspond to peak/off-peak or peak/shoulder/off peak rates. You should also see the times for the peak / shoulder / off-peak periods printed so you are aware of when the c//kwh or $/kWh apply.

If you are having trouble understanding the tariff information on your bill you should contact your electricity retailer and ask them to explain your tariff to you.
When I enter my tariff should I use the GST inclusive or exclusive price?

It is up to you whether you use the GST inclusive or exclusive price, however, you should be consistent when comparing tariffs. Most people will want to use the GST inclusive price.
Do the cost estimates on Energy Easy include fixed charges such as service to property charges?

No – on Energy Easy the cost estimates only include estimated consumption charges – not fixed costs such as service to property or special deals or discounts.
How do you calculate how much CO2 I am emitting from my electricity consumption?

We use the latest estimate of the Victorian full fuel cycle emissions factor (Scope 2 and 3 emissions factors) published by the Department of Climate Change and Energy efficiency here (page 68).
What does the "get latest data" button do?

Normally the data displayed on Energy Easy has been validated by our systems during our overnight processing. If you would like to see more up to date data (up to four hours old when available) you can press the "get latest data" button. Note: This data is considered estimated data until it has undergone validation as part of our overnight processing.
What format are the new data files in?
Victorian Energy Compare Data

The "Victorian Energy Compare Data" file (previously the Download File) is a comma separated value (CSV) file suitable for importing into a spreadsheet program such as Microsoft Excel or for use in other tools. Each row in the file (aside from the header) contains one day of meter data, with consumption and generation (e.g. if you have solar panels) on separate rows.

This function is provided for advanced users who wish to perform their own analysis of their electricity consumption. The columns in the file are as follows:
- NMI: This is the national metering identifier for your premises.
- METER SERIAL NUMBER: This is the serial number of the smart meter at your premises.
- CON/GEN: this indicates if the data in the row is for electricity that you have consumed "consumption" or electricity you have fed back into the grid "generation" (if you have solar panels).
- DATE: The date of the reading.
- ESTIMATE?: This indicates if the row contains data that is considered an estimate. Estimated data is either data that has not yet been validated by our meter data system or we have not been able to read the data from your meter.
- 00:00 - 00:30 etc.: Your meter reading for each 30 minute interval during the day. For example '00:00 - 00:30' is for midnight to 12:30 am, '00:30 - 01:00' is for 12:30 am to 1:00 am etc.
Summary Report

The Interval Metering Data Summary Report is a PDF document and can be opened and viewed using (for example) Adobe Acrobat Reader. The report includes:
- Total volume of energy for each energy flow type for the specified time period by month.
- Diagrammatic representation of energy volumes for each energy flow type for the specified time
  
  period and Maximum Demand.
- From Date and To Date for the available metering data within the specified time period.
- Average Daily Load Profile graphic over the last twelve months if you have been an occupier at the
  
  property for more than 12 months or over the period since you became an occupier of the property in
  
  the last 12 months.
- An indication if estimated data is included in any of the time periods.
The Retail Customer Guide can be downloaded from the Reports Menu and will help you to interpret the data contained in the Summary Report.

Detailed Report

The Interval Metering Data Detailed Report is a CSV text file and can be opened and viewed using a text editor (for example Notepad) or a spreadsheet (for example Microsoft Excel). This file complies with AEMO’s Meter Data File Format Specification NEM12 & NEM13.

Note: All the interval data provided is in Eastern Standard Time and any adjustments due to Daylight Savings Time must be taken into consideration when using the interval data. It is important to note here that your retailer will make adjustments for Daylight Savings Time when they calculate your bill.

The detailed report contains the metering data in blocks of information:
- The 200 record that contains NMI data details.
- The 300 record that contains interval data.
- The 400 record that contains interval events.
The Retail Customer Guide can be downloaded from the Reports Menu and will help you to interpret the data contained in the Detailed Report.

If you have any questions or concerns please use Contact Us on Energy Easy or email energye@ue.com.au
Why is my data not showing?

If your AMI meter has only recently been installed there can be a delay of up to a week in relation to consumption being displayed. If you have waited a week, and the data is still not visible, please contact us at energye@ue.com.au and we will investigate for you.

If you find a day of data is missing or the data in Day View is all the same kWh value and the bar graphs are all the same height, allow 48 hours for this to update and if there is no change email energye@ue.com.au so we can investigate the issue.
Why does the generation data appear to be less than expected on the portal?

The generation shown on the portal is excess generation - ie consumption less generation. If there is an amount in excess of the consumption, this is recorded and shown in the portal.
How do I use the new Reports Menu?

We have changed the process to download your usage data. The “Download your data” button has been moved to the top of the "Your Electricity Use" screen and re-named as “Reports Menu”.

There are now three reports provided for your Meter Data.

Victorian Energy Compare Data – Original CSV data file

Summary Report – PDF File of your data: including Graphical representation and Tabulated formats.

Detailed Report – NEM12 Compatible Format in a CSV file;

The Retail Customer Guide will help you to interpret both the Summary Report & Detailed Report.

The three data files will now be emailed to you rather than directly download to your device.

The Data Reports should be received within 10 minutes ( if the requested Reports do not arrive after 2 hours then please re-request the reports). Some email servers may consider the reports email to be a junk email and re-direct the email to your Junk Folder. If the requested reports do not arrive please check the Junk Folder first before you re-request the reports.

If you have any questions or concerns please use Contact Us on Energy Easy or email energye@ue.com.au
Why is my Net-Generation data not showing?

When you have Solar Generation Panels installed you need to advise United Energy via your Retailer. The paper work supplied by your Solar Installer needs to be sent to your Retailer. They will then forward this paper work to United Energy along with a request to have your meter re-configured. Until the meter is re-configured it can't receive the net-solar generation data from the inverter.

If you can't see your net-solar data on the Portal (data will show below a zero line under the consumption data) then use Contact Us on the Portal or email energye@ue.com.au so we can investigate further.
Set Your Tariff

When using this function on the Electricity View tab please ensure once you have added your tariff information obtained from your Electricity Bill to the required fields you set this with the OK button. This will return you to the Electricity View tab, change the date by using the back & forward arrows to change the data setup on the graphs.

If the graph view does not change, re-open the Set Your Tariff screen and click on the OK button again (no need to change the tariff information).

In-home displays

What is an in-home display?

An in-home display is an innovative new product that provides you with real-time information on your electricity consumption. An in-home display allows you to monitor your current electricity consumption as well as access historical electricity usage data so that you can determine ways to reduce electricity use. Once connected, in-home displays receive consumption information wirelessly from the smart meter.
Where can I purchase an in-home display?

The In Home Display (IHD) technology hasn't taken off in Australia and although these devices were initially available for purchase within Australia this is no longer the case. Some online overseas vendors offer these devices but they haven't worked when trying to connect to Australian Meters. The devices appear to have been pre-set with overseas codes for the WI-FI connection that stop them connecting here. Please be aware if you do purchase an IHD from overseas it is not guaranteed to connect to your meter.
What does "connecting" my in-home display mean?

Connecting allows your in-home display to communicate with the smart meter to obtain electricity consumption information for your household. To connect a new in-home display, follow the instructions on Energy Easy via the Your Devices tab.
What do I do if the Energy Easy portal could not contact the meter when I am connecting my in-home display?

In order to connect your in-home display we must first contact the smart meter in your home via our communications network. However, there are occasions when we are unable to contact the meter at the time you wish to connect your in-home display. If this happens we will continue to try to contact the meter for the next 48 hours. When we do make contact we will send you an email letting you know that your in-home display is ready to connect.

Once we have contacted the smart meter, you will have 24 hours to connect your in-home display. You should follow the instructions that came with your in-home display to connect it.
Where can I get assistance if an error occurs while connecting my in-home display?

If Energy Easy indicates that an error has occurred whilst connecting your in-home display then you should contact our support team via email at energye@ue.com.au
I have my own in-home display, how do I know if it will work with the United Energy smart meter?

Our smart meters use the ZigBee smart energy profile version 1.0. In-home displays that are compliant with this specification should work with United Energy’s smart meter. However, we recommend you check with your in-home display retailer to make sure.
What should I do if my in-home display is not connecting?
If Energy Easy has indicated that the meter is ready to connect to your in-home display (you see the ten minute count down window) but your in-home display does not connect, then the issue is most likely with your in-home display. Below are some tips to help overcome the most common connection issues:
1. Is your in-home display out of range of the meter? Try moving the in-home display closer to the meter and retry the connection process. If this works then you may need to install a range extender if you want to use your in-home display outside of the meter's range. Contact the retailer who supplied your in-home display to see if they can offer you a range extender.
2. Is the in-home display information entered incorrectly? Check the EUI-64 and installation code to ensure the information has been entered correctly.
3. Have you told your in-home display to connect to the meter? Some in-home displays must be told to connect to the meter, consult your in-home display’s manual to see how to tell it to connect to your meter.
If these tips don't work you may also consult the manual which came with your in-home display and follow its troubleshooting guide. If you are unable to resolve the issue then email energye@ue.com.au

User Guide

Where can I obtain a User Guide from?

Please email energye@ue.com.au and request a copy of the current User Guide.

Feedback

Using Contact Us for Power Outage Feedback

Contact Us should only be used for Energy Easy related issues or enquiries. This contact method is only monitored Monday to Friday during Business Hours. DO NOT use this for Outage or Emergency situations.

Your Energy Easy account

What internet browsers does Energy Easy support?
Energy Easy has been tested for compatibility with the following internet browsers:
- Chrome
- Safari
- Firefox (Change made by Firefox 01/05/2017 - Meter & Data Details do not display when cursor is hovered over Bar Graphs)
- Internet Explorer
- Edge
Other browsers are known to work but have not been formally tested.
What happens if I move house outside the United Energy Area?

If you are moving to a new home outside of the United Energy distribution area then you will no longer be able to use Energy Easy to monitor your electricity usage at the new premise. You should contact the electricity distributor in your new area to see if they offer a similar service. It is important when you move house that you call your Electricity Retailer to let them know. We rely on a notification from your retailer to disable your access to Energy Easy when you move house.

If you wish to retain access to the data from your previous premise then Login to Energy Easy. On your first Login since you have moved you will now see the 'Our records show you have recently moved house or changed retailer' message. Click on the Continue button, this will update your registration to an Active Historic status. You can now login to your Active Historic Registration as you always have and see your previous premise's data. It is advised that you request the three data files to retain a complete record of data. As all data on Energy Easy is a rolling two years maximum, new data will stop from the day that you close your account for this premise. The old data will then decrease by one day each day until no data will available in this Active Historic Account.

Once again, it is important that you call your Electricity Retailer to let them know you have moved house so that we can update your account.
Do I have to do anything if I change retailers?

Yes. Energy Easy will recognise the Retailer change. When you attempt to login Energy Easy will display the message page advising ‘Our records show you have recently moved house or changed retailer’. Use the Continue button, this will update your current registration to an Active Historic Registration and allow you to continue access to your previous Retailer data.

In the Functions Area at the top right of the main view screen you will see a (Change/Add) button. Click on this to open the Your Premise window that will allow you to add your premises for the new Retailer to your existing registration. Click on the 'Add New Premise' button and a Registration Page will open that will require you to enter your premise information. You will need to add the information that you supplied to your new Retailer for the premise. If your details supplied to your new Retailer are different from the old Retailer (Name on account, phone number) then you will need to enter the new details. If you have any issues with this process then email energye@ue.com.au

When you have completed the registration page the Electricity View page will open. To switch views between Retailer data you will need to use the (Change/Add) button to open the Your Premise screen. There will be two address lines, the one for the previous Retailer will have a Move Out date. The data for the new Retailer will only have an Active From date. To change data views click anywhere on the un-ticked address and the Electricity View screen will automatically open to the selected data view.

It you wish to keep a complete record of your data from the previous Retailer we recommend you request the three data files. As all data on Energy Easy is a rolling two years maximum, new data will stop from the day that you close your account with your previous Retailer. The data in this view will then decrease by one day each day until no data will available in this previous Retailer view.
How do I change my email address?

Once you have logged in to Energy Easy the site displays your first name as a link at the top of the page to show that you are logged in.

Click on this link to edit your details.

To change your email click on the button at the bottom of the page; this will then allow you to edit your email and other account details. Once you have made your changes click the button.
How do I change my password?

Once you have logged in to Energy Easy the site displays your first name as a link at the top of the page to show that you are logged in.

Click on this link to change your password.

To change your password click on the button at the bottom of the page; this will open the New Password screen.; Complete the information required and click the button.
What happens if I move house within the United Energy Area?

If you are moving to a new home within the United Energy distribution area and you have followed the steps to update this move with your Retailer, Energy Easy will be aware of the move. When you try to login to your existing registration you will be prompted with the screen advising that you have recently moved house or changed retailer. You will need to use the Continue button. This will update your current registration to an Active Historic Registration and allow you to continue access to your previous premise's data.

In the Functions Area at the top right of the main view screen you will see a (Change/Add) button. Click on this to open the Your Premise window that will allow you to add your new premises to your existing registration. Click on the 'Add New Premise' button and a Registration Page will open that will allow you to enter your new premise information. You will need to add the information that you supplied to your Retailer for the new premise. If your details supplied for the new premise are different from the old premise (Name on account, phone number) then you will need to enter the new details to successfully complete the addition of the premise. If you have any issues with this process then email energye@ue.com.au for assistance.

When you have completed the registration page for the new premise the Electricity View page will open for the new premise, the address of the premise being viewed will display in the top right of the screen. To switch views between the two premise you will need to use the (Change/Add) button to open the Your Premise screen. Both address will be displayed with a green tick next to the current premise being viewed. To change premise click anywhere on the un-ticked address and the Electricity View screen will automatically open to the other premise. The address selected will be displayed in the top right of the screen.

Smart meters

Why do I need a Smart Meter to access this service?

Traditional meters only provide a single meter read once every three months which does not provide enough information to Energy Easy. Also, unlike traditional meters, smart meters have the capability to talk wirelessly with an in-home display device and provide real-time consumption information.
How do I know if I have a smart meter?

There are many different types of meters that have been installed over the years and so it can sometimes be difficult to determine if you have a smart meter or not. If your electricity meter looks like either of the following photos, it is probably a smart meter.
Who can see data from the meter?

The data we collect from smart meters is only shared with your retailer (for billing) and the Australian Energy Market Operator (AEMO) for settling the national electricity market. These organisations, and United Energy, must comply with the Privacy Act and National Privacy principles.

Distributors such as United Energy are also bound by the National Electricity Rules. We are not permitted to supply meter data to anyone not listed in these Rules. As an example, if you move home, a new owner will not have access to any of your meter data.
If we're all connected, is there any way my meter data could get confused with someone else's?

No – your data is secure.
Can other people find out how much electricity I'm using, or tell if I am away from the house?

No, sophisticated security mechanisms have been put in place to prevent unauthorised access to your meter data.
Why does the time on my smart meter appear to be out by an hour?

Due to electricity market rules, smart meters must operate on Australian Eastern Standard Time all year. During daylight savings, the time on the meter will appear to be out by an hour. This is the normal way that the national electricity market operates. Energy Easy will display the data inline with AEST during ADST. This is also the case with the data reports available via Energy Easy. The only time the data is adjusted to match ADST is for billing purposes for customers with both Shoulder and Off Peak rates. This adjustment is internal and not visible on the data displayed on Energy Easy. If you require further information please email energye@ue.com.au
Where can I find out more information about the Victorian Government's smart meter program?

The best place to start is at the DPI Smart Meter site

Feedback

How do I provide feedback?

If you would like to provide feedback please use the Contact Us option located top right of the Energy Easy screen (mandatory fields in this form are both names, Mobile Number and Email Address) or you can email your Feedback to energye@ue.com.au

Contact Us should only be used for Energy Easy related issues or enquiries. This contact method is only monitored Monday to Friday during Business Hours. DO NOT use this for Outage or Emergency situations.

iPhone Applications

Is there an iPhone App for Energy Easy?

There is no Energy Easy App currently available. There is a UE Smart Energy App which only relates to registered participants of the Summer Saver Trial and is in no way related to Energy Easy.

However, the Portal is available in a Mobile Version via Internet Browser on your device making viewing friendly for iPad and other smart devices. This is a more limited view than available in the Website Version available on your computer.