Eon energy reviews: Give your feedback

Former_E.ON_Company_Representative:_Malc

jrawle wrote: »

I'm on Fix Online Exclusive V10, and I received an e-mail today saying, "As part of your current energy tariff, you agreed to have smart meters installed." Reading through the thread, as Malc has confirmed, the terms and conditions only say they can contact you about having one installed. Malc has also apologised and said they need to update their messaging, yet a few months later, misleading messages are still being sent.

I have also noticed that the terms and conditions for tariffs from this month have been changed to say, "With this tariff you agree to the installation of a smart meter, where eligible." instead of the clumsy, "With this tariff you agree to be contacted during the tariff term for the installation of a smart meter." Clearly they meant all along for it to be compulsory, but realised the poor wording makes it unenforceable.

Has anyone actually ever been forced off a tariff for refusing a smart meter? I suspect it's only ever an idle threat, at a corporate level to meet their quota of smart meter installations, and by individual sales advisors in order to receive commission.

I don't want a smart meter, and certainly not from E.ON given that their incompetence meant it took three months to get the opening reading sent to my old supplier, after many phone calls and e-mails.

If they do force me only the standard tariff, I assume no penalty will be payable to switch to another supplier, which I would not be too upset about doing.

Hello jrawle and you're right, Fix Online Exclusive v10 only asked customers to agree to be contacted about smart meters. With this tariff, there's no obligation to take smart meters and I'm sorry you continued to receive emails saying you had agreed to have them. The relevant T&C (11.1) applies to many of the tariffs we've offered over the last few months.

This isn't the case with certain tariffs released in the last couple of weeks. With these new tariffs, the T&Cs have been changed to make smart meters a condition of the tariff provided the property is eligible. If not eligible, customers can stay on the tariff.

There are no exit fees on our standard Energy Plan tariff. We don't charge exit fees when customers move from one of our tariffs to another. These fees only apply when changing supplier outside of the renewal period.

Hope this explains jrawle.

Malc

bazman23

hi all, im thinking of switching to e-on but was wondering if my smart meter and IHD display will still work? its a smet 2 meter installed by bulb energy

Former_E.ON_Company_Representative:_Malc

bazman23 wrote: »

hi all, im thinking of switching to e-on but was wondering if my smart meter and IHD display will still work? its a smet 2 meter installed by bulb energy

Hello bazman23 and many thanks for your interest in joining us.

SMETS2 smart meters retain their smart features following a change of supplier. Similarly, the IHDs will continue to work as before.

There might be a bit of a delay immediately after the switch whilst the meter, IHD and the Data Communications Company (DCC) are updated with the new data.

The DCC provides the communications infrastructure that handles the UK's smart meter data. Once these updates are done, SMETS2 meters will continue as before.

Hope this helps bazman23.

Malc

MoneyMate

Hi Malc, Thanks for this info
SMETS2 smart meters retain their smart features following a change of supplier. Similarly, the IHDs will continue to work as before.
Should this apply to changing to any supplier which can use SMETS2 meters ?

littlewren

I started a different thread on problems switching with Eon, but the basics seem to have been covered and the switch has gone through so I thought I'd transfer to this thread.

However...I received an email from my previous supplier to say they needed my final electricity meter readings as they only had my gas ones, they told me I needed to supply the electricity readings (even though I'd already given them to Eon). So out I went this morning in the freezing cold and pouring rain to read the electricity meter, then got on to Scottish Power to give them. They then told me it was the electricity readings from Eon they hadn't received, not mine, and that they were giving Eon only 6 more days to supply them. (So what would happen then I don't know!)

I got on to Eon who told me they would supply them by tomorrow as electricity meter readings were complex, but they've had them since 2nd Jan!

Is this the norm? Hopefully Malc can shed some light on this.

Former_E.ON_Company_Representative:_Malc

MoneyMate wrote: »

Hi Malc, Thanks for this info
SMETS2 smart meters retain their smart features following a change of supplier. Similarly, the IHDs will continue to work as before.
Should this apply to changing to any supplier which can use SMETS2 meters ?

You're welcome MoneyMate.

I can only comment on E.ON. I'm not sure how other suppliers are set up particularly in respect of the DCC.

Malc

Former_E.ON_Company_Representative:_Malc

littlewren wrote: »

I started a different thread on problems switching with Eon, but the basics seem to have been covered and the switch has gone through so I thought I'd transfer to this thread.

However...I received an email from my previous supplier to say they needed my final electricity meter readings as they only had my gas ones, they told me I needed to supply the electricity readings (even though I'd already given them to Eon). So out I went this morning in the freezing cold and pouring rain to read the electricity meter, then got on to Scottish Power to give them. They then told me it was the electricity readings from Eon they hadn't received, not mine, and that they were giving Eon only 6 more days to supply them. (So what would happen then I don't know!)

I got on to Eon who told me they would supply them by tomorrow as electricity meter readings were complex, but they've had them since 2nd Jan!

Is this the norm? Hopefully Malc can shed some light on this.

Hello littlewren and I'm not sure why SP are asking for these readings.

As in the other thread you mention, we'll send our opening readings to SP via the industry third party (Data Collector). The Data Collector will check they're in line with past readings held for the property and send them on to SP to use as their closing readings.

This is all done within 42 calendar days of the Supply Start Date. It's only after this time either supplier can start to chase anything with the Data Collector. I suspect this is what they meant by waiting another 6 days. Guessing though and certainly not the norm to chase the customer.

Sorry I can't shed more light on why SP have contacted you littlewren.

Malc

littlewren

E.ON_Company_Representative:_Malc wrote: »

Hello littlewren and I'm not sure why SP are asking for these readings.

As in the other thread you mention, we'll send our opening readings to SP via the industry third party (Data Collector). The Data Collector will check they're in line with past readings held for the property and send them on to SP to use as their closing readings.

This is all done within 42 calendar days of the Supply Start Date. It's only after this time either supplier can start to chase anything with the Data Collector. I suspect this is what they meant by waiting another 6 days. Guessing though and certainly not the norm to chase the customer.

Sorry I can't shed more light on why SP have contacted you littlewren.

Malc

Thank you for your reply Malc. I got on to both S Power and Eon again today, both are still giving their version re the electricity meter readings - Eon saying they sent them a couple of weeks ago and S Power saying they never received them - but S Power said if I gave them the figures I gave Eon (luckily I still had them) that they could log them, so that's what I did.

Smodlet

Yeah, no kidding.

Third time raising this complaint, not including mentioning to Malc that the "Request a bill" button did not work. Wasted an hour and 40 minutes with some overseas chatter blaming my computer who failed, after numerous requests, to produce an up to date bill.

Chat started at 09.58 a.m. today and finished via phone with someone actually in the UK at about a quarter past one this afternoon. Finally got my account working again (as far as I know until I next send meter readings) and all I got from this and the fact I raised this complaint 10 days ago with no contact in the interim was a lousy £10.

If Eon have offered someone over £100 for a complaint, I'd say take it and be grateful... God knows what they must have done to offer that.

Malskione

I raised a complaint when my IHD stopped showing usage. Went through the routine of switching off and back on numerous times. Below is a transcript of the web conversation. They said it is happening all over the country to a lot of users but I have yet to find anyone else its happening to. Am I being fobbed off.
2020-01-20T14:29:04 E.ON : Hello, what can we help you with? it'll just take a moment while we send your message to the next available colleague.
2020-01-20T14:30:05 Malcolm Laird : I wish to raise a complaint. I was advised to do this by one of your staff called Helena
2020-01-20T14:30:55 Malcolm Laird : This will be the third time I have raised this complaint but to date nothing has happened.
2020-01-20T14:31:53 Malcolm Laird : Reported on 10/12/19 that the display unit from smart meter had ceased working. The man on the phone said it would be done remotely but take two weeks. Two days later I get an email stating my complaint had been closed as it was a time issue. I responded stating I did not consider it closed as not resolved. Heard nothing further. Phoned again on 13/01/20 asking what was going on as the two weeks had now turned to over four weeks. A guy called Brian said he would come back to me quickly.
2020-01-20T14:31:59 Niketa : Hi Malcolm, I'm Niketa. Thank you for your patience. I'll look into this for you.
2020-01-20T14:32:51 Niketa : Please give me a few minutes to check your account details.
2020-01-20T14:34:05 Malcolm Laird : Account number is ***************
2020-01-20T14:36:04 Niketa : Thank you for you patience Malcolm, I'm trying to connect to our complaints manager and consult this, please stay connected.
2020-01-20T14:42:16 Niketa : I'm sorry it's taking a while, as there is a long queue. Please stay connected.
2020-01-20T14:51:00 Niketa : Malcolm I've just connected to our Complaint Manager, Please stay connected.
2020-01-20T14:54:05 Niketa : Hi, Matthew, I’ve got Malcolm on the chat. He's unhappy that he has raised a complaint thrice regarding is smart meter not working and it has still not been resolved. I was unable to log a complaint as there is a similar complaint in the account (16725375). Am I okay to leave the chat?
2020-01-20T14:54:34 Matthew : Hi Malcolm, my name is Matt and I'm a Resolution Manager, I will take it from here. Thank you Niketa, you may leave the chat.
2020-01-20T14:54:43 Niketa : Thank you.
2020-01-20T14:55:04 Matthew : Would you prefer to continue over the phone?
2020-01-20T14:56:06 Malcolm Laird : I am okay with chat on screen. My phone is on charge as battery very low.
2020-01-20T14:56:55 Matthew : Can I confirm the error message your getting on the in-home display?
2020-01-20T14:58:08 Malcolm Laird : Waiting for current data - Gas supply disconnected
2020-01-20T14:58:35 Matthew : I see, can i check that your still on supply for both gas and electricity?
2020-01-20T14:58:59 Malcolm Laird : Yes
2020-01-20T14:59:08 Matthew : Great, i've just spoken to our smart team who are dealing with this issue
2020-01-20T15:00:51 Malcolm Laird : It happened once before some time ago. An engineer came to the house and rebooted the electricity meter which solved the problem
2020-01-20T15:01:37 Matthew : I understand you may have been given mixed information in the past about this same issue. The current situation is that this is a nation wide data communications issue and not specific to Eon. A third party government data communication center (the DCC) are the ones working to resolve this, but there is not current time-frame on it i'm afraid. There is also nothing we can currently do to fix the issue both physically or remotely until the DCC have issued a fix - which will eventually be wireless.
2020-01-20T15:02:23 Matthew : In the meantime, you may not be able to access usage on the in home display but we will still and are still recieving the reads remotely from the meters themselves. The issue explained above won't affect your bills. Does this make sense?
2020-01-20T15:04:55 Malcolm Laird : Yes, but why was this not explained a month ago. I use the display to budget my use. Without it it makes smart meters pointless
2020-01-20T15:06:34 Matthew : I understand and apoligise for this, the complaint will be used as feedback from where you've not been given this information before. The smart meter will still give us the reads for your bills, in terms of budgeting you can still use the online tracker to compare to previous usage and can update reads outside of the automatic remote reads to monitor your usage. This can be done using the app as well.