EON On-line readings - System crash

peter1943

Since early August EON's on-line readings facility has been down and is expected to remain so until the end of the month.

All bills are currently based on estimated readings.

A system upgrade has gone wrong.

No notification on their site.

Prudent

I managed to input my readings and get a bill two days ago. The site design has changed and its poorer than before.

Former_E.ON_Company_Representative:_Malc

Hi peter

Sorry you're having problems using our website. After say, I'm not aware of the issue you've described.

I've just been on the site and the meter reading section is working fine. What error message is shown? I'll be happy to check this out.

Malc

peter1943

Hi there,

Checked again this morning and site is only allowing access to Gas readings, no box for electricity.

Complaint submitted 2nd Aug,

The complaint reference is 4815511, 2nd Aug and the lady is Bronagh. Their phone is now 0345 052 000



May also help if you mail them and confirm I am authorised to act on your behalf and able to discuss account details with them.


Checked their system again just now and can confirm still down.





When attempting to input meter readings via the EON on-line facility at around 9.30 this morning, 2nd Aug the following errors initially occurred.


As a dual fuel user only the option to enter the gas reading section appears, readings were entered followed by the on-line message, problem with your reading, please contact us by telephone.


Retried the entry with the response your meter reading has already been taken, please wait a further 24hrs before resubmission.


Still no entry available for the electricity.


Contacted EON by telephone and was initially told by the operative there was a fault with my meter, not so I explained, the fault is with on-line submissions where data is not being accepted.


At this stage I should point out I was attempting to input details on behalf of the occupant/owner, a procedure which has been in use for some months now, I have his login details.


I again queried the apparent on-line failure with with the operative and was told that "under Data Protection" this matter could not be discussed as I was not the actual account holder.


I again pointed out I was not interested in discussing account details but requesting an answer to a fundamental question - why cannot I make on-line meter readings.


After being told again this was a matter of data protection I then asked to be transferred to a supervisor.


When connected, the supervisor again insisted this was a matter data protection despite me reiterating I was looking for some sort of explanation to apparent on-line fault and had no wish to discuss any particular details about the account.


At my absolute insistence I requested he arrange a telephone call back from someone who could provide the basic details.


I subsequently received a call from a lady who indeed explained there were problems with the on-line system and they were expected to last until the end of August, a system upgrade apparently which had been underway for a couple of days.


She only grudgingly accepted that data protection played no part when inquiring about this fault and recorded a formal complaint from myself about the use of this red herring and also acknowledged there was something lacking on their part when all customers are affected by this loss of service yet are left to discover for themselves the fault exists.

Until the fault is rectified all bills will be estimated.

peter1943

Malc

Within the last few minutes received the following

Meter readings unavailable


There is a problem with your meter reading - Please call us on 0345 301 4919


Precisely the same message received on Aug 2nd.



That was for gas, no option for electricity.


Live in Fife.



Peter

molerat

Prudent wrote: »

................... The site design has changed and its poorer than before.

+1. Was it farmed out to the local primary school computer class ? An old saying comes to mind, if it aint broke don't fix it.

molerat

Just entered both G&E and generated a bill without problems.

Former_E.ON_Company_Representative:_Malc

Hi peter

This doesn't sound so much of a general system problem but more of an issue with individual accounts.

We did, though, have some gremlins when the new website was first launched so I'm not ruling out a more widespread issue either.

One of the phone numbers you've mentioned is our general call centre. This needs to go to our online team as they've more specialist knowledge and will also know if there's a wider issue.

If it's more of an individual account problem, I suspect we'll need to delve into the actual account. In this case, we'll need the permission of the account holder for you to act on their behalf.

Have a chat with the online guys or drop an email to the address in my Profile. I'll be happy to take a look.

Malc

peter1943

Hi Malc,

Apologies for the delay in responding.

Will speak to the on-line guys and contact yourself directly.

There is a resolution somewhere but obviously not with general customer support.

Peter

peter1943

Malc,

The saga continues -

Have spoken to Ian Mulliss, Team Manager at the Bedford Centre and he confirms there is a system fault.

An upgrade was attempted at the beginning of the month and this failed leaving a block of accounts without on-line access to the metering section.

A fix is due to be put in place on Sat 25th and after testing will hopefully go live on Mon 27th.

Interestingly he readily conceded there was no Data Protection issue with releasing this information and call centre operatives should not have used it.

This does not explain though why this fault was not readily and publicly available.

There will still be a number of customers attempting to submit on-line readings between now and the fix being implemented without prior knowledge of this known issue.

Peter

peter1943

Malc,

Just to add, the block of users affected by this issue will not receive a bill, estimated or otherwise until the problem is finally resolved.

Peter