Heatwise Meter stopped?

scott_worthis

hello,

About 5 months ago i noticed something different about my e.on bills. it seems that my Direct Debit had been changed from £49 to £13 p/m. It also revealed that our bills were no more than £3 to £4 p/m. Because of this i have raised a stupid amount of credit on my e.on account (£800+). When i contacted E.on about this they said that my heatwise meter had seemed to have stopped. Whats even more weird is that apparently it hasn't been working since 2010!!!! I MEAN WHAT THE HELL!!!! the even more annoying thing is that E.on dont have the heatwise meters in stock any more and that they are discontinued. I have had many conversations on the phone with E.on and its the same answer over and over that they still cant find the heatwise meter.

When asking them about what will happen with the outstanding electricity i still owe them, they said they wont know until they install the new meter. and estimate the first bill from that and then calculate a rough estimate of how much i owe them. I wish i could just take the money and run!!! the other thing now is, is that me and my wife are looking to move from our flat to a house (YAY) and e.on said even if we do move house they would look at our first months bill from the new house and do it that way!!! GGGGGRRRRRRR!!!!

My point to this all is that how is it that it took so long for them to realize that my meter wasn't working. They wouldn't of even known about it if i hadnt made that call 5 months ago. I need some advice about this if any one has had the same problem then please share.

Thank you

Wolf3

Horstmann dont make the dynamic meters anymore so i dont think they will ever find a replacement Heatwise meter, unless an Engineer has one stored away in the back of the van.

Your energy supplier will have been notified by the Data Collectors that the Heatwise element was not registering any consumption and should have responded to this earlier. However now the issue has been raised i would suggest you ask your supplier to replace the Heatwise meter with 2 separate E7 meters. It wont cost you anything and the supplier will then be able to Deem a final reading for the Heatwise meter to bill your account properly.
I would blame the lack of response to this issue on knowledge gaps and training from the suppliers point of view, however i have found Eon to be one of the better suppliers to sort problems out for me. Just have to speak to someone who understands what you want doing

Former_E.ON_Company_Representative:_Malc

Hi scott_worthis

I can confirm, Heatwise meters are no longer available. In situations like yours, where the meter has stopped, we'll replace it with a similar type of metering set up.

This will be a form of Economy 10 so you'll still have 10 hours of off peak electricity for heating/water heating purposes.

We've a specialist 'Stopped Meter' team who deal exclusively with this type of issue. These are the guys who'll be dealing with your account.

Each case is looked at individually. We'll re-bill to when we believe the meter actually stopped. This will be based on estimated readings.

These estimates are usually based on your usage going forward. Seasonal variations are also taken into consideration.

However, as you're about to leave the property, we'll need to look at other things. Provided you've been at the property for a few months or more, we'll look at past usage.

Failing this, we'll look at things like type of property, number of rooms, type of heating, number of radiators etc.

Looking at your usage at the new property is a non-starter and I'm sorry you were told this. Energy usage varies widely between properties even if the property size is similar which, in your case, it isn't.

Also, as you've a multi-rate meter, electricity used at certain times of the day will be charged at lower, off peak rates. Here, we'll apply a split between the off peak and peak periods.

Usually, this calculation is based on a 60/40 peak/off peak split. However, this isn't set in stone and if you feel it doesn't reflect your particular circumstances, let the advisor dealing with your case know.

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

Malc

[Deleted User]

All the suppliers muck up badly like this, it seems they monitor nothing and just leave it to the auto billing system, programmed by an idiot, to its own devices. I have seen many examples of electric meters faulty and stopped completely for years, but the gas billed ok on full central heating (dual fuel customers ) leading to massive catch up bills. In the terms and conditions its up to the housholders to notify them of faulty meters so they would get out of any back billing

scott_worthis

I have spoken to e.on since, they wish to change my heatwise to eco 7. they wanted to call me today (monday 10th), but no call. I call them and they said they would call me back. still no call. im seriously considering moving to a different supplier, E.on just cant seem to do anything right, they keep beating around the bush instead of going straight into it and resolving my problem.

Wywth

scott_worthis wrote: »

I have spoken to e.on since, they wish to change my heatwise to eco 7. they wanted to call me today (monday 10th), but no call. I call them and they said they would call me back. still no call. im seriously considering moving to a different supplier, E.on just cant seem to do anything right, they keep beating around the bush instead of going straight into it and resolving my problem.

I suggest you email Malc. (his email addy is in his profile)

This is not what he informed you.

I don't see what changing supplier will do other than confuse matters, and to be honest, attempting to change supplier when on any form of E10 (and not having the issues you currently have) will invariably end in tears anyway.

Email Malc - he'll help you.

Wolf3

Email Malc - he'll help you.

i'll second that opinion

changing suppliers wont resolve the issue and you will have problems finding a supplier who will take on the supply for a heatwise meter.
Get Eon to switch the meter to E7 then you can look at changing suppliers if you are unhappy with the service.
Not making any excuses but Eon have announced a price rise today and will probably been inundated with calls and your callback has been put to a low priority.

E.ON_Company_Representative:_Helena

Hi scott_worthis,

Yes, email Malc and I and we will speak to the specialist guys Malc was talking about for you.

What needs to happen is exactly what Malc has already said, I have a feeling you may not have been speaking to the right people, but they should have put you through to to the right people.

Before you do anything we need to get the meter sorted out.

Hope I can help.

Helena

scott_worthis

I'm getting my new meter on the 14th Jan. The only thing I care about is how much they wish to charge me for the outstanding electricity. I have come across some information from a reliable source that because my meter hasnt been working since 2010, by law if the energy company hasn't resolved the problem within 2 years you won't have to pay hardly anything back. I have done my research on this through moneysavingexpert so at least it gives me some closure on this.

Former_E.ON_Company_Representative:_Malc

Hi scott_worthis

Just thought I'd pop on and give you a bit of info about the Billing Code.

Where we're at fault for not billing a domestic customer correctly, we'll not charge for any energy used which is older than 12 months from the time the problem was put right.

Each case is looked at individually and the advisor looking after your account will be happy to go through this with you.

Malc

Wywth

scott_worthis wrote: »

I'm getting my new meter on the 14th Jan. The only thing I care about is how much they wish to charge me for the outstanding electricity. I have come across some information from a reliable source that because my meter hasnt been working since 2010, by law if the energy company hasn't resolved the problem within 2 years you won't have to pay hardly anything back. I have done my research on this through moneysavingexpert so at least it gives me some closure on this.

What law is that? Where are you getting your legal advice from?

I suggest it is not as reliable as you think and that the provider needs to go back to law school
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