Eon energy reviews: Give your feedback

Smodlet

Some people never learn, do they? I have wasted another hour and forty minutes today only to be told the "Request a bill" button works only if you click on it within 14 days either side of when a bill would be produced anyway. The rest of the time, it is not supposed to work, according to "Yakuta".

What he/she said actually said made sense but where is the sense in having a button which says, "Request a bill" if you can't request a bill unless you do so within 14 days of a bill being issued whether you request one or not?

I am on the point of giving up with e.on's website which entirely defeats the purpose of online accounts.

P.S. I assume the previous poster realises he has revealed his real name in posting the chat. There is a reason I don't post mine, other than that they would bore us all.

Former_E.ON_Company_Representative:_Malc

littlewren wrote: »

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.

Hello littlewren and thanks for the update.

We'll have sent the readings using what's known as a dataflow. This is an electronic message used by all suppliers and the Data Collectors. Once the readings have been verified by the Data Collector they'll forward them on to both us and SP to use as our respective opening and closing readings.

Malc

Former_E.ON_Company_Representative:_Malc

Smodlet wrote: »

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.

Smodlet wrote: »

Some people never learn, do they? I have wasted another hour and forty minutes today only to be told the "Request a bill" button works only if you click on it within 14 days either side of when a bill would be produced anyway. The rest of the time, it is not supposed to work, according to "Yakuta".

What he/she said actually said made sense but where is the sense in having a button which says, "Request a bill" if you can't request a bill unless you do so within 14 days of a bill being issued whether you request one or not?

I am on the point of giving up with e.on's website which entirely defeats the purpose of online accounts.

P.S. I assume the previous poster realises he has revealed his real name in posting the chat. There is a reason I don't post mine, other than that they would bore us all.

Hello Smodlet and I'm sorry you've been given some very poor advice. I've sent this through to those responsible for these service channels as some re-training is certainly needed.

To be clear, for quarterly customers, we use a billing window 14 days either side of the next bill date. The first set of readings entered during this window automatically generates a bill.

This does not stop you creating bills at other times. As I mentioned in another thread, as below, you can pop in readings and choose 'request a bill' whenever you wish. It'll be ready within 24 hours and you can either view it online or download and print it off if you want a hard copy.

https://forums.moneysavingexpert.com/discussion/6093538/variable-direct-debit-from-energy-companies&page=2

Sorry again the advisor you were chatting to didn't understand how Real Time Billing works.

Malc

Smodlet

E.ON_Company_Representative:_Malc wrote: »

Hello Smodlet and I'm sorry you've been given some very poor advice. I've sent this through to those responsible for these service channels as some re-training is certainly needed.

To be clear, for quarterly customers, we use a billing window 14 days wither side of the next bill date. The first set of readings entered during this window automatically generates a bill.

This does not stop you creating bills at other times. As I mentioned in another thread, as below, you can pop in readings and choose 'request a bill' whenever you wish. It'll be ready within 24 hours and you can either view it online or download and print it off if you want a hard copy.

https://forums.moneysavingexpert.com/discussion/6093538/variable-direct-debit-from-energy-companies&page=2

Sorry again the advisor you were chatting to didn't understand how Real Time Billing works.

Malc

Right! Thank you Malc. So Yakuta was full of it when he/she told me I could request a bill any time from an Eon chatter, then? He/she sounded so sure, I did not really question it. In that case, maybe the complaints guy was right and it is my browser. What a pita! Everything else on the website works but that button has not for the last four lots of meter readings I have sent. :mad:

Former_E.ON_Company_Representative:_Malc

Malskione wrote: »

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.

Hello Malskione and I'm sorry we weren't able to successfully link the In Home Display (IHD) to your smart meters.

Matthew's right, in that, the problem is linking the smart meter to the Data Communications Company (DCC). The meters themselves will have been installed okay. It's the remote function that is yet to be linked.

This problem is restricted to a small group of customers and is being looked after by a specialist area. This is the Outcome Management team. Please contact us and ask to be put through to this team. They'll be happy to let you know where we are with a fix for your particular case.

Totally understand how useful setting a budget on the IHD can be. This will be available once the fix is in place. As Matthew explained, this issue won't affect the ability of the meters to automatically send us readings so your bills can be kept accurate.

Sorry again your particular installation wasn't as smooth as we expect Malskione.

Malc

Former_E.ON_Company_Representative:_Malc

Smodlet wrote: »

Right! Thank you Malc. So Yakuta was full of it when he/she told me I could request a bill any time from an Eon chatter, then? He/she sounded so sure, I did not really question it. In that case, maybe the complaints guy was right and it is my browser. What a pita! Everything else on the website works but that button has not for the last four lots of meter readings I have sent. :mad:

You're welcome Smodlet. Happy to help.

To be honest. I'm not sure what Yakuta told you. Any of our advisors can issue a bill (as long as there's not already one in the system - takes 24 hours to clear) whenever you wish. If you give them readings, they can do it there and then.

Malc

Smodlet

E.ON_Company_Representative:_Malc wrote: »

You're welcome Smodlet. Happy to help.

To be honest. I'm not sure what Yakuta told you. Any of our advisors can issue a bill (as long as there's not already one in the system - takes 24 hours to clear) whenever you wish. If you give them readings, they can do it there and then.

Malc

Yeah, Yakuta did say (and do) that. The point is, they told me that was the only way to get a bill outside of the 14 days either side of when a bill is due anyway, so the Request a Bill button works for only 28 days every 3 months. Sorry if I did not make that clear.

I asked why the button is there the rest of the time and they did not know. If it is supposed to work all the time (unless a bill is in the system) I can only say it does not on my computer. Perhaps I do need to use another browser but just don't see why I should have to when Chrome works for the rest of the website. If the various parts of it all use different "plug-ins", as advised by Graham in complaints, I can only say it is about time the IT dept did something about them so the whole website works on the same browser.

I am heartily sick of the seemingly universal incompetence of Eon's chatters. Do they all need to be trained? I will try calling next time, if I can find the energy to go through it all yet again.

Former_E.ON_Company_Representative:_Malc

Smodlet wrote: »

Yeah, Yakuta did say (and do) that. The point is, they told me that was the only way to get a bill outside of the 14 days either side of when a bill is due anyway, so the Request a Bill button works for only 28 days every 3 months. Sorry if I did not make that clear.

I asked why the button is there the rest of the time and they did not know. If it is supposed to work all the time (unless a bill is in the system) I can only say it does not on my computer. Perhaps I do need to use another browser but just don't see why I should have to when Chrome works for the rest of the website. If the various parts of it all use different "plug-ins", as advised by Graham in complaints, I can only say it is about time the IT dept did something about them so the whole website works on the same browser.

I am heartily sick of the seemingly universal incompetence of Eon's chatters. Do they all need to be trained? I will try calling next time, if I can find the energy to go through it all yet again.

Hello Smodlet and I'm sorry you've been given the wrong information.

As I said yesterday, unless there's one in the system, you can request a bill at any time. Either by popping readings online and choosing the 'request a bill' option or through any of our advisors.

Online, you're limited to 12 sets of readings per quarter. If for any reason you've done more, our advisors are still able to override this and enter them for you.

What you were told about only being able to use 'Request a Bill' for 28 days every three months is wrong.

Sorry again you were given the wrong information Smodlet and for the poor experience with our Live Chatters.

Malc

Smodlet

E.ON_Company_Representative:_Malc said:

Smodlet wrote: »

Yeah, Yakuta did say (and do) that. The point is, they told me that was the only way to get a bill outside of the 14 days either side of when a bill is due anyway, so the Request a Bill button works for only 28 days every 3 months. Sorry if I did not make that clear.

I asked why the button is there the rest of the time and they did not know. If it is supposed to work all the time (unless a bill is in the system) I can only say it does not on my computer. Perhaps I do need to use another browser but just don't see why I should have to when Chrome works for the rest of the website. If the various parts of it all use different "plug-ins", as advised by Graham in complaints, I can only say it is about time the IT dept did something about them so the whole website works on the same browser.

I am heartily sick of the seemingly universal incompetence of Eon's chatters. Do they all need to be trained? I will try calling next time, if I can find the energy to go through it all yet again.

Hello Smodlet and I'm sorry you've been given the wrong information.

As I said yesterday, unless there's one in the system, you can request a bill at any time. Either by popping readings online and choosing the 'request a bill' option or through any of our advisors.

Online, you're limited to 12 sets of readings per quarter. If for any reason you've done more, our advisors are still able to override this and enter them for you.

What you were told about only being able to use 'Request a Bill' for 28 days every three months is wrong.

Sorry again you were given the wrong information Smodlet and for the poor experience with our Live Chatters.

Malc

OK.  Just checked and I have sent 13 readings since the end of July, of which 8 generated bills, the latter half of which were all by chatters as the button does not work for me.  I give up.

isthatallitis

i think the eon rep should change his name to sorry, it would be so much easier lol...

stay away from these clowns eon they are ruthless , they were horrendous when i left them after 19 years...kept sending out the wrong bills and then screwed up my credit markers as good measure after i left because i refused to pay the bill they insisted was right ,which was actually very wrong and  was wrong...3 times at least..they had to keep sending lower bills .......they are a big joke and should not be allowed to credit score, go elsewhere i got screwed over for years , now i pay 80 pounds per month less with my new suppliers so energy who have been amazing