Eon energy reviews: Give your feedback

Gerry1

ianandsue77 wrote: »

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

Switch with Which?

luv_my_brass

My sister has been with Eon for many years, not being online she prefers to pay when she receives the monthly bill. Two years ago, a glitch occurred in the system and she received a letter saying they were sorry she was leaving them. My sister knew nothing about it, and this error has caused her enormous emotional stress, as Eon have not billed her for 2 years, despite many phone calls - it was always 'we're dealing with it'. Now she has received a gas bill for £800. I've told her this is all wrong, it is Eon's fault for messing up in the first place and then not putting it right. i would like to hear from a representative from Eon please. My sister is 82 years old and in very poor health, she does not need this extra stress. :mad:

Gerry1

luv_my_brass wrote: »

Eon have not billed her for 2 years, despite many phone calls - it was always 'we're dealing with it'. Now she has received a gas bill for £800.

Ofgem regulations mean that energy companies can't back bill beyond 12 months, so it seems there's quite a silver lining here !

metrobus

Yet another misleading letter from them telling me I agreed to have a smart meter installed although the terms for my tariff fix online v16 tells me otherwise.

Was 1/2 through phoning the 03332024832 # to tell them but thought why should I waste my time.

SnowMan

SnowMan wrote: »

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

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

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?

They've now given me access to the terms and conditions

There is a general terms and condition (1.4.2) that says

1.4.2. Smart Meters

We may contact you at any time to offer you a smart meter

But then there is a term later saying

11. Terms and conditions for customers on Fix Online

If there is anything in this section that is different to what we say in our general terms and conditions, what we say in this section will take priority

So that seems to indicate that what then follows at 11.1 applies instead where it says

11.1 About this tariff
......

With this tariff you agree to be contacted during the tariff term for the installation of a smart meter. You are still eligible for this tariff if you currently have a smart meter installed or your property is currently ineligible for a smart meter

But this seems to say the same thing as the general conditions. The first sentence, despite the clumsy wording and lack of clear English, reads to me as an agreement to be contacted about the installation of a smart meter but doesn't preclude the customer from then saying 'no thanks'; if the wording was 'you agree to have a smart meter fitted and to be contacted about this happening' then of course that would be different. In the second sentence the word 'still' indicates that there are other scenarios than those mentioned where a customer may be eligible for the tariff, such as turning down a smart meter when asked.

Just to avoid later difficulties, I rang EON, read out that wording and they agreed my interpretation was correct, it was an agreement to be contacted about a smart meter, not a requirement that a smart meter is fitted to remain on the fix online exclusive v10 tariff. I was told the call was recorded so should be evidence if there is ever a problem.


I'd recommend anyone swapping to that tariff who doesn't want a smart meter fitted makes the same phone call as evidence of the meaning.

Nitwit

ianandsue77 wrote: »

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

I've just submitted an application to change to E.ON through the Energy Club and it went through without a hitch. It might be worth trying again, if you haven't already. £25 cashback is £25!

ppyim

metrobus wrote: »

Yet another misleading letter from them telling me I agreed to have a smart meter installed although the terms for my tariff fix online v16 tells me otherwise.

Was 1/2 through phoning the 03332024832 # to tell them but thought why should I waste my time.

You will definitely waste your time based on my experience with eon customer service regarding smart meter installation.

ollie88

i was an existing customer and rather than moving i switched to "Fix Online v31" nothing on their website says its smart meter only "We'll contact you to offer a free smart meter installation if eligible." & "We may contact you at any time to offer you a smart meter.".

I contacted eon today and was told i have to have a smart meter because its mandatory and they sent letters out to all existing customers back in march (i did not get any letter).

I tried to raise a complaint and speak to a manager but was told the manager closed the complaint due to "business decisions" and would not be talking to me or looking into the complaint. I was told to either go onto a variable rate or leave.

Former_E.ON_Company_Representative:_Malc

jomibla wrote: »

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!

Hello jomibla and welcome to the Forums.

There could be options available depending on the circumstances at the property. The best people to talk to are our Simpler Metering team. They're currently dealing with an ongoing project to phase out older complex electricity metering set-ups like Economy 18, Heatwise, three-rate Economy 10 etc.

Economy18 tends to be different from some other types of complex meters, in that, many were fitted to suit specific types of heating arrangements. Underfloor heating is a case in point. With these, we're conscious of the risk of impacting the current heating system.

This isn't to say there aren't options. It's just that we need to look at each case individually. It may be a meter exchange is possible and, if not, we can look at tariffs and not just our Standard Variable product.

We no longer fit Economy 18 meters. The nearest is Economy 10. These give 10 hours of cheaper off-peak electricity in three periods at night, during the afternoon and in the evening. This might not be enough to heat your property sufficiently. If this is the case, we can talk about tariffs instead of a meter exchange. Depending on the circumstances, a site visit might also be needed.

As I say, the best people to talk to are our Simpler Metering team. Please phone our general number and ask to be put through to this team. Alternatively, drop an email to the address in my Profile and I'll be happy to put you in touch with them.

Thanks jomibla.

Malc

Former_E.ON_Company_Representative:_Malc

fredwnelson wrote: »

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

Hello fredwnelson and, as above in my reply to jomibla, please talk to our Simpler Metering team.

Alternatively, drop an email to the address in my Profile and I'll be happy to put you in touch with them.

Thanks fredwnelson.

Malc