E.on changing me from SaveOnline9 to E10 EnergyPlan 22

Terrylw1

E.ON_Company_Representative:_Malc wrote: »

Hi Terry

You're spot on. Most of our tariffs aren't available to customers with Economy 10 meters.

Customers with these meters have only the option of the one tariff. This tariff is specifically designed to suit the off peak hours available on this type of metering set up.

Malc

Cheers Malc,

I would imagine all suppliers class them as non standard hence don't include them in their pricing initiatives.

Its my experience that it is possible, but given the amount of forward curve analyses they would have to perform, they can't justify such a lengthy project...it defeats the object of them pulling in the switchers. With all the different hours they work at, weekend & bank holiday metering...it would take forever.

I think the OP needs to contact you guys to find out how the rebilling will be actioned.

Former_E.ON_Company_Representative:_Malc

Terrylw1 wrote: »

Cheers Malc,

I think the OP needs to contact you guys to find out how the rebilling will be actioned.

I'd definitely agree Terry. A lot of what I've said on this thread is highly speculative and I could be barking up completely the wrong tree. :eek:


Malc

SusiBiker

Hi All.
Sorry to start of with a whinge, but...

I've just found out that I was switched to the E10 EnergyPlan 22 at some point and I think I have paid a HUGE sum of money more than I should have.
First of -
I DO NOT HAVE an E10 meter and my home was converted from a hot-air-storage-heater to gas central heating around 18 years ago.
I have NO storage heaters and use about 18-22% of my electricity at night. My meter has only two meter counters (Economy 7 style). It is switched over at night to LOW at 0001GMT and switches back around 0700GMT. There are no other switch-over points during the day.

Now. Thanks to this site, I have found that for some reason I am listed as having an E10 meter, even though I am charged using a Radio Teleswitch Series 3. The Code is 98. That is for Eastern (ID=5) and 7-hour E-7.

Sorry I sound so angry, but I really am. I have been with EON for at least ten years and this should have been picked up long ago. I know nothing of meters, but they should have a listing somewhere as to what is fitted!

Anyone got any ideas of what I should do next?
I suppose I should contact customer service, but this is not the first time I've had hassles with EON - the old timeswitch was replaced by the teleswitch after nearly a year of being on full-day-rate when I realised that the timeswitch failed to switch over at night.
I just remember the hassles I went through last time trying to get my money back.

Any helpful advice would be gratefully received.
Many thanks,
Susi xx

Former_E.ON_Company_Representative:_Malc

Hi Susi

I’m sorry we seem to have been billing you on the wrong tariff.

From what you’ve said, it looks as though you’ve a conventional Economy 7 meter. If this is the case, then you should definitely not be on E10 Energy Plan 22. This tariff just isn’t compatible with the meter.

We’ll need to re-bill your account on the correct tariff back to the date the meter was fitted.

Also, with this type of meter and depending on the area you live, you need to use approx 40-55 per cent of electricity at night to benefit from an Economy 7 tariff.

As you use much less than this, you’ll be better off on a single rate tariff. There’s no need to change the meter. We just add the day and night usage together and charge as a single rate.

You’ll need to let us know you want a single rate tariff when you contact us.

Hope this is useful Susi. Let me know if I can help further as happy to do so.

Malc

SusiBiker

Hi Malc,
Many thanks for the quick reply.
Have just been on the phone to your colleagues, spent a while on hold, got through to a lady, kept my cool and was polite, after 23min 51 seconds on an 0345 number, I was cut off from their end. She had gone to "talk to her supervisor" and about a minute later, the line went dead.
Cynic that I am...

I found the paperwork regarding the switch to the new tariff on the 1st April 2012. It says, regarding my old Track and Save 8 tariff, and I quote, "When it ends on 1 April 2012, we're planning to renew you onto a plan that's right for your meter."
There's several issues here -
1. I have an E7 meter and not an E10.
2. Just because I have an E10(E7) meter, it does not mean that it is the right tariff for my usage.

Not being overly compensation-minded, I would however like to know how I would set about claiming some of this money back?
You could argue that I should have rejected the switch to an E-rated tariff, and I might have to agree with you if it weren't for the statement quoted above.
In any case, I have been billed at the higher rate for three hours a day. These should certainly be refunded, as should any differences between the E10 and E7 rates and charges.

Please help Malc, who should I speak to so I won't get dumped off the phone again?

Oh, and by the way, as a private citizen, I am allowed to record my phonecalls, and so did.

EDIT (Update 1645hrs)
Spoke to another lady in Customer Services, and she said she would look into why I was put on to the E10 tariff in April. She said that my details say that I have a "Complex Meter" which is why I cannot get quotes on the EON site. After giving her the details, she said that she could not understand why I was listed as having a complex system. I cannot see how so either as there has only ever been a Normal/Low (E7) meter at this location since I moved in in 1991. There has never been a Normal/Low/Boost meter here.
Anyway, the upshot is that she is investigating with the metering team and said that she will phone me back as soon as she knows how to sort this out.
I live in hope...

Thanks,
Susi

Former_E.ON_Company_Representative:_Malc

Hi Susi

Sorry you were cut off when you called the first time.

It looks as though there's a mismatch between the meter at your property and our billing systems. My colleague is doing the right thing by talking to our metering guys. They're the ones who need to sort this out.

Let me know what happens. Drop an email to the address in my Profile if you prefer.

Malc

SusiBiker

Hi Malc,
No messages today, so earlier this evening I phoned Customer Services again.
There was a note on file saying that there was a problem with the tariff, but as far as I can tell, nothing was being done about the metering issue.

I was told that the notes on file show that it is an E10 system. I have become somewhat of an expert over the last few days and I can assure you that it is not E10.

A Profile 02 meter, can be E7 1ph, E7 3ph, E10 1ph, E10 3ph. The defining and vital information for this area, South Essex, is an MTC of 190. 190 refers to an E10 system in Supplier ID 10 area.
HOWEVER, the E10 timeswitch was replaced some years ago with an Radio Teleswitch (type3) with a Group Code of 98 (after I had been charged for months at the higher rate with no Low usage because of a fault with the mechanical one).
Group Code 98 is E7.
The old mechanical one could quite possibly have been an E10 timeswitch.
For the current timeswitch, I can confirm that the E7 Low charges come into effect at (GMT) approx 0000 and go off again at approx 0700. There is no switching to a low rate during the other hours of the day.

I am bit upset that I did not receive a call back when promised, but I suspect you might have people panicking over the January price rises and be very busy.
However, the guy I spoke to, within minutes got in touch with the metering department, and got me the earliest appointment that he could get, 11th of January 2013 - just two days before the prices leap up again.

What I don't understand is why the MPAN was not updated when the old faulty timeswitch was replaced by the MOP, and/or EON as EON initiated the replacement?

I think the guy on the phone said that the company that would be coming out were from East Midland Electricity? I take it that they are the MOP for this area (South, Essex)?

I can't believe how many hours I have spent researching this problem.

Regards,
Susi

Former_E.ON_Company_Representative:_Malc

Hi Susi

I'm sorry we didn't call back as promised.

You've certainly done your homework. Given the info, booking an appointment is definitely the right way to go.

Once this has all been sorted out, your account can be re-billed correctly.

Just to confirm, East Midlands Electricity is us and we are the MOP for area 10.

Malc

Patsy80

Hi Malc

I wonder if you could shed some light on my daughter's billing, as I am not convinced she is being charged correctly by E.on. She moved into her rented maisonette in the spring, and actually changed from Npower, which were the original supplier, to E.on. She is being charged on the above tariff and she feels her bills are rather high (in excess of £50 pm) for what she uses. The one bedroom maisonette is electricity only, but she has no storage heaters, only an electric blown air heating system. We have been told by E.on that they cannot offer her another tariff, as the meter is very old; however, I wonder how they can know that, given that they took over the account from Npower (not sure what the original Npower tariff was). She was given some off peak times by E.on but they don't correspond exactly with information given to other people on the forum. I'm a bit perplexed by this, as I also have a dual electricity meter, and, as I prefer a standard tariff, British Gas simply add the two readings together. Any help would be much appreciated!

Former_E.ON_Company_Representative:_Malc

Hi Patsy80

Economy 10 meters are specifically designed for all electric properties with storage heaters. They give 10 hours of cheaper off peak electricity in each 24 hour period for heating/water heating purposes.

To take advantage of these off peak periods, the meter will be wired directly into the heating/water heating circuits at the property.

It's possible that your daughter's property originally had storage heaters but, from what you say, it looks as though they've been removed.

How does your daughter heat water? If she has an electric immersion water heater, it may be she's benefiting from the off peak rates when heating water.

There'll also be a 5 hour period at night where all electricity used is charged at the cheaper rate. The more appliances used during this period, the cheaper the cost.

Meter switching times vary. It depends on the region and the type of meter at the property. We'll be able to let you know the switching times for your daughter's property.

Just give us a call or, alternatively, drop an email to the address in my Profile if you prefer.

Details of all meters are held on a national database that all suppliers have access to. We'll have taken your daughter's meter details from this database when we took over her account.

We only offer the one tariff to customers with Economy 10 type meters. However, with no storage heaters, it's possible your daughter might be better off with a more conventional meter.

This would give her access to a range of different tariffs, both with us and the other suppliers.

It's certainly possible to change the meter to a more conventional type.

However, because of the way Economy 10 meters are wired into the circuitry at individual properties, I always recommend customers contemplating such a change should arrange for an independent approved electrician to check over the set up first.

Changing the meter can have implications for the heating/water heating. There may also be some remedial work required.

The electrician's costs are the customer's responsibility. We also currently charge £51.06 to change a meter.

Hope this is of interest Patsy80. Let me know if you need any more info as will be happy to help.

Malc