Eon energy reviews: Give your feedback

Highland76

Malc@E.ON

I've read somewhere that if an E.ON customer puts in a request elsewhere to transfer their energy away from E.ON, E.ON may offer an 'Exclusive' tariff via email in order to tempt them to stay with E.On. Does this always happen or does it depend on pot luck? My current Exclusive doesn't end until July 2020 but I really would like to stay with E.ON beyond then and just exploring my options on how to remain on a competitive tariff in future years. But I certainly won't be paying their standard rates

Former_E.ON_Company_Representative:_Malc

johnson293 wrote: »

I recently joined E-on, and already have smart meters which were fitted when I was with NPower. I left them and joined SSE, at which point my 'smart' meter became a 'dumb' meter.

I am now being bombarded by letters and text messages from E-on saying I agreed to have smart meters fitted as part of my tariff agreement (Fixed Online).

I did not agree to that, and stated during my sign up process that I already had smart meters at the property.

I have just checked the T&C's of my tariff on the E-on website, and its states the following under clause 11.1 'About this tariff':



Now that does not say I must have, or must agree to have smart meters fitted. In fact, it states that the tariff is still available to me if I currently have smart meters.

I never used the smart functions of the meters, and even when with NPower, they still made house calls to read the things!

I have no time to take half or a full day off work to have more meters fitted, that will become 'dumb' again should I leave E-on.

I see an E-on rep posts on here, so I wouldn't mind a comment from them on this matter, and advise how I can resolve this, as I don't want new smart meters fitted, and it is debatable whether they are even required as part of the Tariff, despite what they are telling me.

Thanks

MJ

johnson293 wrote: »

Just seen this post on the previous page:



Yesterday I received a text message which stated the following:

"Hi, it's E.ON. When you signed up to your energy tariff you agreed to have a smart meter fitted."

I think EON need to look at the messages they are sending people, if what 'Malc' says above is true, and the fix online Tariff does not require you to have the smart meter fitted.

It is also misleading in that it implies that the customer has agreed to have the smart meter fitted, when I did not agree to this.

Hello johnson293 and many thanks for switching to us.

There's a couple of things here. Firstly, as per my earlier posts, with your Fix Online tariff you've agreed only to be contacted about smart meters. These offers can be turned down and you can stay on the tariff. The T&Cs you quote (section 11.1) are right.

The T&Cs on many of our tariffs have been changed of late to take away a bit about agreeing to have smart meters fitted. Our messaging is lagging behind and is something I've raised here with a request for these automatic messages to be updated. Please ignore these texts.

Secondly, I suspect your smart meter is a very early one and it isn't possible to upgrade it so it can be managed as a SMETS2 meter. In these cases, we're offering eligible customers later SMETS2 meters. These meters keep their smart features following a change of supplier.

We're able to offer a range of appointment slots should you change your mind and decide to have smart meters. These include evenings and weekends. The actual times depend on the region and helps save customers having to have time off work.

Thanks again for joining us johnson293 and I'm sorry you've been receiving unwelcome messages. As above, please ignore them if you don't want new smart meters.

Malc

Former_E.ON_Company_Representative:_Malc

Highland76 wrote: »

[EMAIL="Malc@E.ON"]Malc@E.ON[/EMAIL]

I've read somewhere that if an E.ON customer puts in a request elsewhere to transfer their energy away from E.ON, E.ON may offer an 'Exclusive' tariff via email in order to tempt them to stay with E.On. Does this always happen or does it depend on pot luck? My current Exclusive doesn't end until July 2020 but I really would like to stay with E.ON beyond then and just exploring my options on how to remain on a competitive tariff in future years. But I certainly won't be paying their standard rates

Hello Highland76 and I'm glad you want to stay with us.

At various times we do offer retention schemes aimed at persuading customers who are leaving to stay with us. These offers aren't always available and differ depending on the situation at the time.

When customers leave, their accounts move to a stage called 'possible loss' and this triggers a review. A separate team look to see if there's anything we can do to persuade a customer to stay. This sometimes includes offering a special tariff exclusively available through this team. I suspect this is what you've come across.

These tariffs can't be seen on our website or the Price Comparison sites. They're only available at certain times where an active switch is in place and the account is at 'possible loss' as above.

The team looking after losses assess the possible appeal of the tariff as part of the review we do when customers leave. If they think it might be of interest, they'll contact the customer leaving. It might be, we already have tariffs available through the website that are more competitive. In these cases, the 'exclusive' tariff wouldn't be offered.

As I say, they're not always on offer and the best way to see what's available is to check our website and the Price Comparison sites when you're thinking of renewing or leaving.

Hope this explains Highland76 and have a good weekend.

Malc

jomibla

I have received a letter from E.On letting me know that they are cancelling my Economy 18 tariff. They are not providing any other alternative and they are refusing to change us to Eco7 or Eco10 on the basis that we have underfloor heating so it wouldn't work (I am still waiting for a convincing explanation for this).

Basically they are just moving us to a standard variable tariff.

It feels like they just want to get rid of us!

fredwnelson

Same here. Have tried to get to talk to somebody at Eon but have been told it is simply a business decision and I cannot talk to a senior manager about it. Email contact with CEO ignored
Have invested in ASHP technology, solar and underfloor heating. Economy 18 is perfect
So much for Eon being a green company
Will be switching as soon as Eon change me to standard variable tariff
Unprofessional approach to customer management

ppyim

Another unhappy eon customer here today with regard to Smart meter and online v31 tariff.

From the terms and conditions for v31 I understand I agree to be contacted about smart meter. There is nowhere in the contract saying I have agreed to install one. 10 days after switching my current tariff to v31, I received two text message from eon stated that "Hi, it's E.ON. When you signed up to your energy tariff you agreed to have a smart meter fitted."

I spend hours today to talk to both telephone customer service and online chat advisor. The first phone number I called is 0345 059 9905 from the welcome email. The advisor is very unhelpful. He insisted that I have to install a smart meter as condition of my contract. I asked him to review my contract and terms and conditions of v31 tariff. He said because he only deals with tariff through the phone, he has no access to v31 terms and condition. I requested to talk to someone who knows about this tariff and was given the usual number 0345 052 0000.

I called the number but didn't get much help either. The second advisor basically said the same thing. The whole conversation was very unpleasant. The advisor kept reading his copy of the terms and condition which says that I have agreed to install a smart meter by signing up to the tariff, and kept ignoring my comment that the copy I received doesn't have this sentence at all. He just would not listen to me at all. I asked him to send me his copy since it is different from what I have agreed. The request was refused with excuse that he has no access to my private data (email).

I contacted the live chat twice as well today. The result of the first conversation is that it can only be confirmed whether I have to install smart meter after my tariff starts.

In the second live chat I repeated the story today and told the advisor I would like to raise a complaint. The answer is "It is a business decision that one of the key terms of that tariff is to agree to get smart meters installed if eligible. What I’ll do is record a complaint on your account for feedback. Unfortunately as it was a business decision to have this condition as the principal term of that tariff, we won’t be able to progress the complaint any further. I will have to close the complaint, but we’ll have it noted for feedback to help improve our products and services." I requested email confirmation about the complaint and the decision and was told "The complaint will not get taken any further as it is a business decision for smart meters to be installed if eligible on that tariff."

I have wasted too much time with eon today and the customer service is just like a joke. With eon for 10 years now, maybe I was just lucky that I didn't need to contact the customer service in the past?

Terry98

Hi Malc

I am sure you may have been asked this before but here goes.....

I have just had my second bill from E.ON. It says 'You could save by switching to Fix Online v31'

Although I am already on a fixed rate I had seen that you do not charge a fee to switch tariffs so I thought I would apply online. They gave me a quote and I could not believe it was £50 MORE than my current rate so I did not go ahead.

I now understand the savings indicated on the bill are against your standard tariff and not my current tariff. My question is why do you not compare with my current tariff? I thought it was against MSE rules to take a standard tariff on any utility bill!

Futuristic

Signed up last month to v7, I guess its not possible to get switched to Fix Online Exclusive v10?

SnowMan

E.ON_Company_Representative:_Malc wrote: »

The T&Cs on many of our tariffs have been changed of late to take away a bit about agreeing to have smart meters fitted

Can you please confirm Malc whether a smart meter can be turned down when offered for the EON Fix Online Exclusive v10 tariff

A comparison using moneysupermarket comes with a message for this tariff which says

EON will contact you to offer a free smart meter installation if eligible

A comparison using the cheap energy club makes no mention of needing a smart meter in the 'tariff information' dropdown (whereas it does mention it for tariffs say from British Gas requiring a smart meter to be fitted) but then if you hover over the top pick wording you get wording saying

You'll need smart meters to get this deal, unless they can't be fitted for technical reasons

So conflicting information.

So the question is: If someone who doesn't have smart meters (and doesn't want them) switches from another company to the EON Fix Online Exclusive v10 tariff, when a smart meter is offered can they turn the smart meter offer down?

ianandsue77

Having a nightmare!! Trying to sign up for Fix online Exclusive v10. Energy club says must go to Eon site to sign up, but tariff is not showing on Eon site. Eon say must sign up for this tariff through the broker, it is not available through their own site. Can anyone help