Eon energy reviews: Give your feedback

MoneyMate

Hi Rovergb Ref , On the 17th Sept I attempted to give my meter readings on-line, I cant recall if I used the App or the account web page. For whatever reason only the Electric reading was recorded and although I tried to submit the Gas reading the system would not allow it to be entered.


Had the same problem myself today, apparently the Gas was up and running BUT the electric will be a further 48Hrs B4 I can enter my Electric readings

I did not realise about the £12 credit to my account from the governments £12 rebate scheme. THANKS MABLE for this info. :beer:

BlueEyedGirl

Some feedback from me. I have been with E:ON now for just over a year. Recently had to log a complaint, but it was dealt with really well by a member of the complaints team. Had meter properly read twice in the first year, which is handy when your gas meter is in such an awkward place! Was told by customer services I am an extremely low user of both gas and electric which is always good to know! Also got my Warm Home Front Grant last month and my £12 Government rebate this week!

Rovergb

E.ON_Company_Representative:_Malc wrote: »

Hi Rovergb and welcome to the Forums.

I'm sorry you've lost confidence in us. Sometimes, with a change of supplier, one fuel completes the switch later than the other. If I might explain.

As part of a change of supplier, various pieces of information are passed between the gaining and losing suppliers as well as third parties like the regional distributor, meter operator, meter reading agent, national databases etc. These messages are used to let all those involved with your energy supply know about the changed circumstances. Although we'll start supplying you, it may be longer before all the information's in place. One of the messages concerns the meter readings. These come to us via a third party who check them to make sure they fit in with previous readings.

A knock on effect is that you won't be able to use certain tools or see particular bits of information on our website until all's in place. Once all's done, you'll be able to use and see everything. Individual situations differ but usually most are sorted within 30 days.

From what you say, I suspect all's okay with the electricity but we're still waiting for certain pieces of information about the gas. As part of the change of supply process, it's up to us as your new supplier to let the old supplier have our opening meter readings. The old supplier will use the same readings to close their account. This is to stop the same energy from being charged twice. Sometimes, where there's a delay, the old supplier will estimate a closing reading. This is usually amended later once the actual readings come through and a revised final bill is then issued.

In certain circumstances, usually where there's disagreement over the readings, we can raise what's known as an Agreed Reads Dispute (ARD). This is an industry wide process used by most suppliers to agree opening/closing readings. There are certain thresholds before these can be used. 80 units of gas on a 4 dial imperial gas meter is fine but if your meter's a 5 dial metric one then it'll be below the threshold. If this is the case, an ARD won't be possible and we'll have to go with the estimate.

Some of this is speculation Rovergb and sorry if I'm wide of the mark. Hope it gives a bit of an insight in to what happens when you change supplier. Let me know if you need any more information as happy to help.

Malc

PS/ Glad our advisors have been helpful.

Hi Malc,

Thanks for your reply.
I have just found this on my meter reads history.

24/09/2015 28251 Customer Not used for billing
24/09/2015 28331 Special Not used for billing
24/09/2015 28331 Estimated Not used for billing

As mentioned I contacted Customer Services twice to confirm that my reading would be used, looking at this I can't see why I've been left with the problem as the email confirming the account was open on the 24th. I will leave it now until I get my first bill which if they use the estimated reading should iron it it out.

Ken

lisa110rry

The more I read this thread, the more impressed I am with this company. I'm not currently a customer, having moved (from ExtraEnergy) to a different fixed price tariff. However, when my current fix expires I'll certainly be looking long and hard at Eon because of the high level of customer service shown on this website and the positive comments of other members, whatever the cost. Good customer service has a cost, without doubt, and it's one I'll be happy to pay.

E.ON_Company_Representative:_Helena

Rovergb wrote: »

Hi Malc,

Thanks for your reply.
I have just found this on my meter reads history.

24/09/2015 28251 Customer Not used for billing
24/09/2015 28331 Special Not used for billing
24/09/2015 28331 Estimated Not used for billing

As mentioned I contacted Customer Services twice to confirm that my reading would be used, looking at this I can't see why I've been left with the problem as the email confirming the account was open on the 24th. I will leave it now until I get my first bill which if they use the estimated reading should iron it it out.

Ken

Morning Ken,

Malc is back in the office tomorrow, is that ok?

I'll let hom know you've posted.

Helena

E.ON_Company_Representative:_Helena

lisa110rry wrote: »

The more I read this thread, the more impressed I am with this company. I'm not currently a customer, having moved (from ExtraEnergy) to a different fixed price tariff. However, when my current fix expires I'll certainly be looking long and hard at Eon because of the high level of customer service shown on this website and the positive comments of other members, whatever the cost. Good customer service has a cost, without doubt, and it's one I'll be happy to pay.

Morning lisa110rry that's very kind!

You know where we are if you do need us in the future

Helena

E.ON_Company_Representative:_Helena

BlueEyedGirl wrote: »

Some feedback from me. I have been with E:ON now for just over a year. Recently had to log a complaint, but it was dealt with really well by a member of the complaints team. Had meter properly read twice in the first year, which is handy when your gas meter is in such an awkward place! Was told by customer services I am an extremely low user of both gas and electric which is always good to know! Also got my Warm Home Front Grant last month and my £12 Government rebate this week!

Thank you BlueEyedGirl,

I'm sorry you had to log a complaint, but I'm so pleased to hear things were sorted out for you:)

Malc and I are always here!

Helena

The_Emperors_Tailor

Don't bother, my admin fees would far out way any potential saving
I applied to switch duel fuel from BritGas to Eon on 9th Sept 2015, now 19th Oct 2015 and BritGas and Eon cannot agree on 'apparent' missing gas meter reading that was provided with the electric meter reading at the time on Eons request.
I am now in limbo with 2 active Direct Debits to 2 different energy companies, both with the ability to charge variable amounts and some very confusing BritGas emails as to credit / debit amounts .
I have offered new reading to BG but am told this is NOT possible as it must come from Eon, who insist its been sent.
We are wasting lots of energy going in circles.

strawberrylane

@Eon Rep MALC or HELENA

Malc/Helena

Eon are in the process of switching my mother-in-law to the EON USWITCH FIXED 1 COLLECTIVE OCTOBER 15 tariff. She is currently with EDF for elec and gas.

She received an email from Eon today (Monday 19th October) asking for meter readings. When we clicked on the "Send us your meter reading" link in the email we were re-directed to an error page on the Eon website entitled "Microsoft Forefront Threat Management Gateway 2010" with the message "The page cannot be displayed. Error code: 500 Internal Server Error. The request was rejected by the HTTP filter. Contact the server administrator. (12217)".

So, instead she logged into her new Eon account online which we had recently setup a few days ago and attempted to enter the meter readings there. But she was only able to enter and submit the electricity reading. When she tried to submit the gas reading it said that she had already submitted the opening readings and it could not use the gas reading as the opening reading. So, it seems that Eon will be sending the correct opening electricity reading to EDF but an INCORRECT (blank/unknown/zeroes??) opening gas reading to EDF.

Malc/Helena, firstly why has this happened? Why has the system not allowed the opening gas reading to be submitted? And secondly, what's going to happen now and what gas reading will Eon send to EDF??

This is quite frustrating. I hope my mother-in-law doesn't end up with a huge incorrect final gas bill from EDF.

Please advise.
Thank you.

Cjc140

Hi Helena/Malc,

My partner was with EON at our previous address and we are still with EON at our new property. We had been paying of gas arrears on a newly installed pre pay meter at our old property which originally amounted to approx £1000. We successfully got this down to approx £200 and moved property. We called EON and requested that the advisor my partner spoke to called her back regarding the outstanding amount, we never received this call.
We have now recently received a letter from the high court enforcement group demanding £1000 plus court costs to client EON.
Obviously my partner called eon immediately and an advisor explained that we had indeed paid the majority of this debt off before it had gone to court (for which we had no warning or letter for) and that the system showed £200 outstanding and was on hold as we were awaiting a call back from EON.
We then contacted EON legal department as we are very worried to what the bailiffs will do and what stress they will cause when it shouldn't have gone to the high court, the person in the legal department who my partner spoke to agreed he could not understand why the original debt had gone to the high court as this was indeed showing on the system as the majority paid off and £200 on hold.
He advised her to contact the enf