Eon energy reviews: Give your feedback

Former_E.ON_Company_Representative:_Malc

WSO wrote: »

Just came in to say I'm very disappointed with E.ON, who I tried to switch as part of the collective switch.

First of all, my application was cancelled despite having been sent the same welcome pack, twice! Apparently during the call I received that I thought was to set up the account E.ON had an issue with my meter and asked me to ask British Gas to update the meter on the Ecoes database. While I believed the application was on hold, it was actually cancelled and so when I tried to continue the application I realised that I would not be eligible for the tariffs I had on the paperwork in front of me.

Several calls back and forth, British Gas insisted it was up to date... E.ON insisting that it wasn't... and I was just getting confused about if it was a single rate tariff or not (it was not Economy 7, but had a free period every Saturday between 9-5) and getting extremely frustrated.

So I got the CEC team involved and they managed to persuade E.ON to let me have the tariff... started going through the motions and last I heard (about a month ago) I had agreed to waive the 14 cooling off period to have the switch go through on the 1st.

The CEC team got back to me today to say that E.ON can't do the transfer and that I should try again with some other provider.

I'm sorry, but why couldn't someone from E.ON contact me to update me on progress (or otherwise) like the last E.ON representative I spoke to said they would?

Has anyone else using a British Gas smart meter (installed Dec 2013) had trouble switching out to another supplier?

I don't suppose there is some kind of comparison table listing suppliers and the standards/smart meter types their systems currently support somewhere? The last thing I want to do is wait another 2 months just for the next supplier to come to the same conclusion...

Hi WSO

I'm sorry we've disappointed you and can understand your frustration. May I ask what type of meter you have?

You mention it's not Economy 7 but has a 'free period every Saturday between 9-5.' Is it what's known as a complex meter (also known as a Restricted Hour Tariff or RHT meter)? These meters are usually found at all electric properties with storage heaters/electric water immersion heaters/other types of specific electric heating arrangements.

If not, did it have a similar type of metering set up before the change you spoke about in December 13?

The MSE Collective Tariff was only available to customers with conventional single rate or two rate Economy 7 meters. If you do have another type of meter, we'll have rejected your request to switch once we applied for the account after the initial 14 day cooling off period.

Also, if the meter was exchanged to a more conventional type in December 13 but the national database hadn't been updated, this will have caused us to reject your application.

With a change of supplier, we use the national database (Ecoes) to confirm we're taking the right supply. Ecoes holds details of each electricity supply in Great Britain. If any of the details aren't right, we'll reject an application to switch.

The existing supplier needs to arrange for any discrepancies to be put right.

Going forward, we're looking to put switches through in about two and half weeks or 14 calendar days cooling off plus 3 working days. Part of the change means we'll start to apply for the supply whilst the cooling off period is running rather than at the end as before.

This means this type of issue will be picked up much quicker than in the past. Not much use to you now I know but might help in the future.

Sorry again for the frustration and for the lack of contact.

Malc

Former_E.ON_Company_Representative:_Malc

grumpycrab wrote: »

Are EON having problems with customer demand at the moment? I'm having great difficulty getting them to accept my starting meter readings. I first received a letter from EDF (who I was with) saying the EON supplied gas reading was "suspect". Now I have logged on to EON today and the gas readings look fine and its the electric ones they don't have.

I resupplied my readings and got this classic web page message:(re electric)
"Thank you for providing your reading. We're not able to use this as the opening meter reading for your account, but we will use it to ensure that your first bill is accurate." What is all that about?

EDIT: PS. has anybody completed the Collective Switch to EON? IE got final bills got from their previous supplier?

grumpycrab wrote: »

Hi Malc. A couple of questions please. The closing date for the "MSE collective switch to EON" was the 7th November. So most (all?) switches should be complete by 19th December? When should I get worried if my switch hasn't completed? (it hasn't as of today).

Secondly, can you handle specific enquiries (through PM I suppose) or are you just a customer-facing/smoothing presence? Cheers.

Hi grumpycrab

We've certainly been having problems with customers entering their opening meter readings online. Sorry about this. I thought most of these issues had been fixed but seems like there's still a few out there. I posted quite a bit about this on a separate thread. Please see the link below.

https://forums.moneysavingexpert.com/discussion/5124733

This includes details of a phone number that goes directly to a team dealing with this. The number is 0345 301 4905 and is open from 8am to 8pm Monday to Friday and between 8am and 6pm Saturdays. Calls are charged at local rates or may be free if included in certain phone tariff packages.

As you say, most switches should've completed in December and I suspect those not through yet have switched but the accounts aren't live on our system. If I'm right, we'll be supplying but need to sort out the admin/online side. In this case, you'll have a full 12 months on the MSE Collective tariff starting from the date the fuel actually switched to us.

In the first instance, I'd phone your meter readings through to the number above. Probably the quickest way to sort. If you're still struggling by all means drop an email to the address in my Profile. I'll be happy to take a look.

Sorry for the delay grumpycrab but hope this helps.

Malc

Former_E.ON_Company_Representative:_Malc

Baby_Angel wrote: »

Yes I completed the collective switch with EON from Npower. There were few conflicting information on the online account and also when I received letters. However my electric was switched on 11th of Dec and gas on 22nd of Dec. My first DD has gone through in the beginning of this month and Npower has sent me the final bill and refunded me my credit balance this week. I checked my meter readings were the same on Npower's final bill and EON starting bill. This I was adamant about, when I gave both providers the meter readings to avoid double billing. All in all a wobbly start but an excellent finish :T

Hi Baby Angel

Sorry about the wobbly start but glad sorted in the end.

As I mentioned to ask66 above, it's not unusual for the electric and gas to switch at different times due to the various parties/processes involved.

You're absolutely spot on in making sure the opening/closing readings match. Should only pay once for the same energy.

Malc

Former_E.ON_Company_Representative:_Malc

welunja wrote: »

I have recently initiated a switch to Eon and am very disappointed. It didn't take them long to get in touch offering all sorts of things (ads) but to start the switch it took almost three months.
This means for three months more I had to pay standard tariff with my previous supplier that cost me dearly, not made me happy at all.
Would I have known they are that slow I'd never chosen Eon. No gain in switching here at all!! Beware !

Hi welunja

I'm sorry you're disappointed with your switch. Up until recently, it could take between 4 to 6 weeks to change supplier but 3 months does seem a long time.

As Ivf asks, what caused the delay? Was it down to one of the reasons Ivf suggests or something else?

Since you started your switch, we've begun to cut the time it takes to change supplier to about two and a half weeks or 14 calendar days cooling off plus 3 working days. Not much good to you now I know but might be of interest in the future.

If you let me know the reason behind the delay I'll try and advise further.

Malc

diamond_dave

Once again I've had problems with switching suppliers -this time to E.on. As I've always had problems with the energy companies and the problems of double invoicing, this time I decided to ensure that both companies were given the same readings. But it appears that you CANNOT switch both gas and electricity on the same day thus resulting in E.on apparently using estimated readings despite the fact that I gave them the correct readings on several occasions. Why is it so difficult to transfer both the accounts on the same day using the reading given by the customer? Now I have to contact E.on and try and sort out the mess E.on have left me with.

grumpycrab

E.ON_Company_Representative:_Malc wrote: »

...We've certainly been having problems with customers entering their opening meter readings online. ...
The number is 0345 301 4905

Thanks. The number I rang confirmed my readings so blame it on a. crap website and/or b. crap processes (whether this is EON's implementation or Ofgem I don't know). Thanks Malc.

satchef1

I've been with E.ON for just over 12 months now on various different tariffs. Couldn't be happier. I've found the price competitive, the website great and the staff friendly and helpful. I also appreciate the £5/fuel exit fee - many providers are charging £30/fuel now, which is very off-putting to me.

Ive just swapped to the fixed one year v14 deal. Works out £1/year more expensive than the cheapest deal I can find. Certainly not worth leaving for.

Former_E.ON_Company_Representative:_Malc

diamond_dave wrote: »

Once again I've had problems with switching suppliers -this time to E.on. As I've always had problems with the energy companies and the problems of double invoicing, this time I decided to ensure that both companies were given the same readings. But it appears that you CANNOT switch both gas and electricity on the same day thus resulting in E.on apparently using estimated readings despite the fact that I gave them the correct readings on several occasions. Why is it so difficult to transfer both the accounts on the same day using the reading given by the customer? Now I have to contact E.on and try and sort out the mess E.on have left me with.

Hi diamond dave

Thought I'd pop on and let you know that it's not unusual for the electricity and gas to switch at different times. With a change of supplier, electronic messages go between us, the losing supplier and various third parties (distributors, meter operators, national databases etc). These parties can be different depending on the fuel. Messages follow separate paths and are dealt with in different ways/times by these parties.

Usually, we'll ask for meter readings shortly before the transfer is due to complete. We'll use these to start billing from. We'll also send them to the old supplier so they can use them to close their account and send a final bill. This is to make sure the same energy is only charged once.

We can accept readings 5 working days either side of the expected start date (this will be in the Welcome Pack). Readings received outside of this period won't be used. Instead, we'll use estimates based on the past reading history for the property. This information will be in one of the messages I mentioned above.

You're absolutely right to make sure both your old supplier and us end/start billing from the same readings. This'll make sure you're only charged once for the same energy.

If there's any discrepancy, we can use an industry wide process called an Agreed Reads Dispute (ARD) to put it right. Provided, that is, the difference between the readings is above certain limits.

These limits are 250 units for electricity and either 45 units for a 4 dial gas meter or 125 units for a 5 dial gas meter. Differences below these limits are sorted through a manual adjustment.

Hope this is of interest diamond dave.

Malc

diamond_dave

Thanks for your reply, Malc. I don't understand your reasoning as I gave readings as per E.ON'S request at various times and gave a final reading via the phone a day before the switch. It is not acceptable that you cannot register the correct readings when I take the trouble to give them to you. So now I have a dispute with Npower -as they have used YOUR estimated readings and I am still in dispute with Scottish power for EXACTLY the same reason!
Thanks,E.on.

Skint_yet_Again

I thought my switch to EOn had all gone smoothly ... no such luck.

I provided my final meter readings to M&S and final bills / refunds all went smoothly.

I provided my opening meter readings to Eon GAS 0370 electric 09171. These were all updated on my online Eon account.

Had an email this week from MSE energy club to say all complete !

Had an email today from Eon for my meter readings .... went online to see that my meter reading for GAS has been changed from 0370 to 2386 !!! :eek: (Electric still 09171.)

Cannot now enter my meter reading GAS 0469 - what the ????

Am scared to death I am going to get a massive bill and they are going to increase my direct debit to some ridiculous amount. Too late to phone them tonight so have sent an email.
Will have to try and phone them tomorrow to sort out this MESS