Eon energy reviews: Give your feedback

Rejekt

It seems the communications for smart meters are still not clear for the Fix Online Exclusive v13 tariff.

The terms and conditions for the tariff state that customers agree to be contacted about fitting smart meters, NOT to have one installed as mandatory.

I had recently switched from Bulb to E.ON and have received two SMS messages from E.ON stating that I agreed to have a smart meter installed as per the tariff which isn't correct. I have contacted E.ON and declined the offer over the phone - the reps response was that I will still be contacted (in addition to adding a note to my file)

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SMS:
"Hi, it's E.ON. As part of your energy tariff you agreed to have smart meters fitted. We're fitting the latest SMETS2 smart meters and have appointments Mon to Sat, AM (8am-12pm) or PM (12pm-4pm) Please reply with the best day and time for you e.g. Monday PM"

Clarew1980

Thanks for the welcome ..
Unfortunately things have hit a stumbling block .. it wasn’t marked to the installation team as a distressed case so they called today to try to tell me it would be installed the first week in Jan. explained no hot water and am currently still awaiting a call back from this afternoon .. :-(:(

Former_E.ON_Company_Representative:_Malc

Tigertone2000 wrote: »

Thanks Malc - as always, you've been very helpful and informative

Happy to help Tigertone2000. Glad my post was helpful.


Have a good weekend.


Malc

Former_E.ON_Company_Representative:_Malc

SeeMe wrote: »

Just waiting for the welcome pack but already registerd my online account, wanted to increase my DD from my original amount but can't do it yet as all the proccess has not been compleated yet.

That's right SeeMe. You won't be able to use the Direct Debit Manager or certain other online tools until the account is fully live. Once it is, you'll have access to all the online features.

As I mentioned in post #1578 on 11 December 19, one thing you can use now is 'Track My Switch' to see where you are in the switching journey.

Thanks for joining us SeeMe and have a good weekend.

Malc

Former_E.ON_Company_Representative:_Malc

randm wrote: »

thanks, but i had already chosen to not be contacted by phone, i just went in to my account to check, i had put my preferred contact as via email, so why was i being phoned, i did check my emails and no email was sent.

Hello randm and it depends on what the call was about.

As I mentioned yesterday, there are times when we need to be in touch so we can meet our contractual and statutory obligations. This type of contact will override set preferences.

Sorry I can't be more specific randm. I need to know the nature of the call to advise further.

Have a good weekend.

Malc

Former_E.ON_Company_Representative:_Malc

Rejekt wrote: »

It seems the communications for smart meters are still not clear for the Fix Online Exclusive v13 tariff.

The terms and conditions for the tariff state that customers agree to be contacted about fitting smart meters, NOT to have one installed as mandatory.

I had recently switched from Bulb to E.ON and have received two SMS messages from E.ON stating that I agreed to have a smart meter installed as per the tariff which isn't correct. I have contacted E.ON and declined the offer over the phone - the reps response was that I will still be contacted (in addition to adding a note to my file)

---
SMS:
"Hi, it's E.ON. As part of your energy tariff you agreed to have smart meters fitted. We're fitting the latest SMETS2 smart meters and have appointments Mon to Sat, AM (8am-12pm) or PM (12pm-4pm) Please reply with the best day and time for you e.g. Monday PM"

Hello Rejekt and you're right. Customers on our Fix Online range of tariffs have only agreed to be contacted about smart meters. You can turn these offers down and stay on your chosen tariff.

I've spoken on this thread and others about the content of some of our messaging around smart meters. I'm using posts like yours to make those at E.ON responsible for these messages know about the impact they're having. I'll include your post in my next report.

We've a duty to let customers know about any significant changes to the smart meter roll-out. I accept there are some who won't change their mind and these customers can either ignore future messages or arrange with our Outcome Management team for an opt-out. We might still need to be in touch at some point as per our obligations; it's just that the timings of this contact will be adjusted so they're much less frequent than now.

Thanks for the feedback Rejekt and have a good weekend.

Malc

Former_E.ON_Company_Representative:_Malc

Clarew1980 wrote: »

Thanks for the welcome ..
Unfortunately things have hit a stumbling block .. it wasn’t marked to the installation team as a distressed case so they called today to try to tell me it would be installed the first week in Jan. explained no hot water and am currently still awaiting a call back from this afternoon .. :-(:(

Hello Clarew1980 and that's disappointing.

We aim to install new boilers within five working days where we know customers are without heating and hot water. You're right to escalate this as you don't want to be without heat any longer than necessary particularly at this time of year.

Sorry we've hit a stumbling block Clarew1980.

Malc

Rockula

Hi Malc and the team,

Thanks for all the clear and helpful advice you’ve all provided for many years on this forum - your excellent service has been one of the key factors in making me stay with E.On in a very competitive market.

Just wanted to ask - I have a credit meter and pay monthly by direct debit. I’d like to keep this payment method in place, and top up my balance with cash via PayPoint during the winter months, but there is no barcode on my bill to do this. Is it possible to request a bill with the necessary barcode, or another way around this? Thanks in advance!

Rejekt

E.ON_Company_Representative:_Malc wrote: »

Hello Rejekt and you're right. Customers on our Fix Online range of tariffs have only agreed to be contacted about smart meters. You can turn these offers down and stay on your chosen tariff.

I've spoken on this thread and others about the content of some of our messaging around smart meters. I'm using posts like yours to make those at E.ON responsible for these messages know about the impact they're having. I'll include your post in my next report.

We've a duty to let customers know about any significant changes to the smart meter roll-out. I accept there are some who won't change their mind and these customers can either ignore future messages or arrange with our Outcome Management team for an opt-out. We might still need to be in touch at some point as per our obligations; it's just that the timings of this contact will be adjusted so they're much less frequent than now.

Thanks for the feedback Rejekt and have a good weekend.

Malc

Thanks Malc - your advice and others is what prompted me to check the terms and conditions in more detail. Thank you for the response, it's very much appreciated.

Have a good weekend too!

forexbert

How long doe's it take for me to switch from my present supplier to EON?