Eon energy reviews: Give your feedback

Former_E.ON_Company_Representative:_Malc

Rawcopy said:

I’m thinking of switching from Octopus to Eon. I like Octopus – good communications, clear bills – but this month the company is 13th in the list of MSE dual fuel deals and by switching I expect to save around £100 a year.

So, I’ve a few questions about Eon.

1. Does Eon only instal SMETS2 smart meters these days? I’d like to avoid future incompatibilities, as it’s inevitable I will switch supplier at some point in the future.
2. Does having a Smart Meter mean that my bills will be variable, based on consumption, or is there still a regular, fixed, direct debit payment with this arrangement?
3. The reviews of the app are dreadful for both iOS and Android, and I’m reading the most recent reviews that are unanimous in declaring that it doesn’t work. So, Eon makes Smart Meters compulsory in the deal and yet there’s nothing in it for the customer, as the app is not fit for purpose. What’s going on here? Where’s the incentive to sign up? Why are potential customers being sold a lie?
4. Lastly, does Eon offer a cash incentive if you can persuade others to switch to them?
   

Oh, and I’ve read some of the more challenging feedback here regarding Eon (thanks to all who have contributed) but having gone through OneSelect’s demise and being automatically transferred to Together Energy, I doubt my experience could be any worse than dealing with that bunch of crooks. In short, Together Energy created both actual and estimated bills on my leaving and, after my paying the actual bill, got debt collectors onto me for the estimated bill – money which they would have stolen from me had I not cancelled my Direct Debit. Rant over.
Answers to the above gratefully received.
Thanks, RC

Hello Rawcopy and thank you for your interest in joining us.

We're now installing SMETS2 smart meters as standard. There are a few cases (around 5 per cent) where, due to things like signalling issues, we're unable to fit SMETS2. Here, the technician will let the customer know and offer to either abort the job or fit a SMETS1 meter. If the offer of SMETS1 is taken up, these meters will be upgraded later this year so they can be managed in the same way as SMETS2. This includes staying smart after a switch. These upgrades are done remotely so there's no need for a second home visit.

We offer several types of payment arrangement. There are cheaper prices for paying with a Direct Debit whether it's a Variable or Monthly arrangement.

Payment arrangements depend on usage. With our Fixed Tariffs, we guarantee the unit prices and daily standing charges will stay the same for the duration of the agreement. This isn't the case with Monthly Direct Debits as these are estimates based on past usage. Changes to how much energy is being used will trigger an increase/decrease to the monthly payments. The aim is to achieve as near as possible to a zero balance by the annual review. To help customers keep on top of this, we've an online tool where they can make changes to their payments, both up and down, to better suit different circumstances. This is the Direct Debit Manager.

Whilst I agree our App has had difficulties of late, customers are still able to use it for a variety of things. This includes giving meter readings. renewing tariffs, booking appointments, making payments, managing Direct Debits and seeing bills. One thing for new customers to be aware of is these functions are only available after the first bill has been issued.

We've just introduced a 'Refer a Friend' scheme. Customers can refer someone to us for energy and, if they sign up through our website, we'll spilt £80 between them once the new account has been set up. This is a £40 eGift card to use at places like Amazon, Argos and Asda. Additionally, customers who have had a smart meter fitted by us can refer a friend or family member to book a smart meter appointment. Here, they'll both receive an £8 eGift card when the smart meter goes in. This is once their friend is supplied by us. There are incentives for solar panels too.

Hope this is of interest Rawcopy. Please let me know if you need any more details as happy to help.

Malc

Former_E.ON_Company_Representative:_Malc

Gerry1 said:

Rawcopy said:

3. Does having a Smart Meter mean that my bills will be variable, based on consumption, or is there still a regular, fixed, direct debit payment with this arrangement.

Variable Direct Debit should be the default because it avoids all the confusion caused when people who think they have an All You Can Eat tariff get a massive shock when their Fixed DD is suddenly increased.  Sadly, a smart meter does not mean that VDD is standard.  However, E.On is one of the few energy companies that does VDDs if you ask.

I know where you're coming from Gerry1. Setting a Variable Direct Debit as the default arrangement wouldn't be possible as we need the customer's permission and bank details to put this in place.

Malc

Gerry1

E.ON_Company_Representative:_Malc said:

Gerry1 said:

Variable Direct Debit should be the default because it avoids all the confusion caused when people who think they have an All You Can Eat tariff get a massive shock when their Fixed DD is suddenly increased.  Sadly, a smart meter does not mean that VDD is standard.  However, E.On is one of the few energy companies that does VDDs if you ask.

I know where you're coming from Gerry1. Setting a Variable Direct Debit as the default arrangement wouldn't be possible as we need the customer's permission and bank details to put this in place.

You've misunderstood me.

I'm advocating that Ofgem should mandate that a customer choosing to pay by direct debit should be offered Variable Direct Debit in the first instance.  This would avoid the widespread belief that a Fixed Tariff means that DDs will always remain the same (i.e. that it's effectively All You Can Eat), and it would minimise the endless problems associated with large credit balances having to be repaid after energy companies have gone bust.

As we've often seen, many people complain that their DDs have doubled, failing to realise that DDs must increase if they haven't kept up with actual usage, and must increase again to reclaim the arrears.  Fixed DDs should also be offered, but only on request.

It's good that E.On offers customers the choice of Fixed and Variable DDs; it's high time that Ofgem ensured that customers of all energy companies had the same choice.

Smodlet

Got my deadlock letter today.  NPower did not cause me as much grief in 7 years as e-on have in as many months.  I have never known an energy company so keen to send customers to the Ombudsman rather than actually making an effort to resolve a complaint.  From what I have read on here, I would be wasting my time as much with them as I have with e-on.  Anyone have any thoughts?

At least I now know I have been lied to yet again:  My account is not the only one affected by the Request a Bill button not working.  I found that out on this board.

frugalfran

My experience of the chat and call centre staff is simply that some have probably longer service and more experience than others.  I was helped after the web site changed to get a twice monthly bill by an extremely helpful call centre walker whose name, sadly, I can't locate.  When I request it  - so far - I have always been able to view it online within 24 hours of my request, so I am not complaining about the call centre or chat staff.  My point simply was that the changes to the system do not appear time efficient for either party. Both my time and eon's staff time are effectively being wasted by the new system.  Anyone reading this will probably get the same image if you try to get a bill/statement outside the new 'permitted' time window (see Malc's postings).  It is a large image with the word Whoops! on it .....  

But contacting and asking politely - and knowing that the phrase to use is a 'statement through the balanced viewer' - is worth a try.

Former_E.ON_Company_Representative:_Malc

We are always interested in our electricity and gas consumption - especially after we had solar panels installed quite a few years ago now.  We were usually able to send readings online to Eon twice a month and tick a box ' request a bill' which showed us Kwh usage as well as money, annual estimates etc.  However, a web-site up-grade (up is supposed to be better, no?) means, we are told, that we can only do this online quarterly and for all the other times we have to phone or 'chat' online and request a statement from the 'balanced viewer.'  We have done this and been able to later see the 'bills' online, but this takes my time + the time of the Eon employee - and once we were charged £1 for a paper bill sent by post!   Such a waste of our time and Eon's money from a web system that worked well in the past and seems to have been down-graded.  Anyone else found this?  Any comments, Malc?

frugalfran said:

My experience of the chat and call centre staff is simply that some have probably longer service and more experience than others.  I was helped after the web site changed to get a twice monthly bill by an extremely helpful call centre walker whose name, sadly, I can't locate.  When I request it  - so far - I have always been able to view it online within 24 hours of my request, so I am not complaining about the call centre or chat staff.  My point simply was that the changes to the system do not appear time efficient for either party. Both my time and eon's staff time are effectively being wasted by the new system.  Anyone reading this will probably get the same image if you try to get a bill/statement outside the new 'permitted' time window (see Malc's postings).  It is a large image with the word Whoops! on it .....  

But contacting and asking politely - and knowing that the phrase to use is a 'statement through the balanced viewer' - is worth a try.

Hello frugalfran and my reply to Smodlet above (5 February 20) covers much of the same thing as your experience.

To be certain there have been no changes we haven't been made aware of, I've also checked this with our website people and have been told my advice above is right.

To expand on this, Real Time Billing can be used up to 12 times a quarter. This is because customers can only enter readings 12 times a quarter or one per fuel per day. Customers will see the Real Time Billing option after readings are entered except in the following circumstances.

A bill is in the process of being produced;

Readings aren't in line with the previous meter reading history;

Readings are the wrong way around (multi-rate meters);

The account is in the billing window (14 days either side of the next bill date for quarterly billed customers). Here, the first readings entered whilst in the window will be used for billing;

There's a problem with our internal metering system;

Our website is down;

A customer is using a system/browser we don't support.

You're right about our advisors. Experience and skill levels vary especially with a workforce numbering in their thousands. This is something we're aware of and, as I mentioned to Smodlet, we're using feedback such as this to drive greater upskilling so we can raise the bar through all our customer service channels.

Many thanks for your patience frugalfran and for this feedback. It's greatly appreciated.

Malc

frugalfran

Thanks, Malc, for your feedback.  Being old(er) and not so web-savvy, could you please let me know what systems/browsers you either do or do not support?  And you spoke of Real Time Billing - is this only for the Eon mobile app or also for those using other systems?  We have not downloaded the app, but don't think we have seen those words on the 'more traditional web-site' (not sure if those are the right techie words!) 

Smodlet

OK, Malc, I am sorry but I find your advice confusing; I am sure it is me.  Either I can generate a bill whenever I like or I have to wait 14 days either side of when a bill is due to be produced?  How am I supposed to know when it is and is not going to work?  Sorry but I don't understand and your chat and call centre staff are appallingly bad.  I do know whereof I speak, I was with nPower for 7 years!  I never, ever thought I would say this but their customer service leaves e-on's in the shade.

Anyone bored enough to have read some of my posts on here knows my feelings about smart meters; I am actually considering succumbing to them just to get a supplier better than e-on.  I am so pink, embarassed iconned.

ETA:  My issue is not that the button is not there; I understand you cannot generate a bill under the circumstances you describe, Malc.  My issue is that it is there, does not work as it always generates the error message with the blown light bulb, and no-one in e-on seems to give two hoots about fixing it.  If the button just plain does not work and will not be fixed, why not get rid of it altogether?  Don't they have the technical know-how to do that, either?

Former_E.ON_Company_Representative:_Malc

frugalfran said:

Thanks, Malc, for your feedback.  Being old(er) and not so web-savvy, could you please let me know what systems/browsers you either do or do not support?  And you spoke of Real Time Billing - is this only for the Eon mobile app or also for those using other systems?  We have not downloaded the app, but don't think we have seen those words on the 'more traditional web-site' (not sure if those are the right techie words!) 

Hello frugalfran and as of this moment we support the latest versions of the following browsers.

Chrome

Firefox

Edge

Safari

Internet Explorer

As browsers begin to age they don't always have the latest features to let modern websites work correctly. As a result, we're constantly monitoring the situation and will look to update where needed. The browsers we support at any given time are advised on our website.

Real Time Billing can be used through a desktop, tablet or mobile app. To use, please enter readings and you'll see 'request a new bill'. If you choose this, we'll issue a bill to the readings entered within 24 hours. This is unless the circumstances I mentioned above (6 March 20) apply.

Hope this helps frugalfran.

Malc

Former_E.ON_Company_Representative:_Malc

Smodlet said:

OK, Malc, I am sorry but I find your advice confusing; I am sure it is me.  Either I can generate a bill whenever I like or I have to wait 14 days either side of when a bill is due to be produced?  How am I supposed to know when it is and is not going to work?  Sorry but I don't understand and your chat and call centre staff are appallingly bad.  I do know whereof I speak, I was with nPower for 7 years!  I never, ever thought I would say this but their customer service leaves e-on's in the shade.

Anyone bored enough to have read some of my posts on here knows my feelings about smart meters; I am actually considering succumbing to them just to get a supplier better than e-on.  I am so pink, embarassed iconned.

ETA:  My issue is not that the button is not there; I understand you cannot generate a bill under the circumstances you describe, Malc.  My issue is that it is there, does not work as it always generates the error message with the blown light bulb, and no-one in e-on seems to give two hoots about fixing it.  If the button just plain does not work and will not be fixed, why not get rid of it altogether?  Don't they have the technical know-how to do that, either?

Hello Smodlet

We use a billing window which, for quarterly billed customers, is open 14 days either side of the next bill date. The first set of readings entered during this window automatically generates a bill. This doesn't stop other bills from being created outside of this window provided the circumstances I outlined to frugalfran don't apply.

You can find billing information on the website particularly on the 'view your bill' and 'enter meter readings' pages.

Real Time Billing can be used up to 12 times a quarter. This is because customers can only enter readings 12 times a quarter or one per fuel per day. I've just been on the website myself and all's okay.

Hope this is of interest Smodlet.

Malc