Eon energy reviews: Give your feedback

Brooker_Dave

Sold house in December 2014, exchanged in early January 2015, spoke to EON, took meter reading and took photo of meter.

Weirdly we had had no bills from EON since 2006.

Heard nothing.

Today get letter from EON demanding £109.57.

Asked why no bills had ever been sent prior to this, despite asking for one.

Spent the whole day on phone trying to sort this out.

Despite having the photo of the meter and proof of sale, which EON wanted earlier in the day, they now don't want it and are not prepared to discuss the issue any further.

Any ideas how to resolve what should have been and easy to resolve issue?

grumpycrab

Brooker_Dave wrote: »

Sold house in December 2014,...Weirdly we had had no bills from EON since 2006.

But presumably you had a direct debit during this period!? If so, £110 is not bad; doesn't explain why its taken so long for the bill to come though.

Brooker_Dave

grumpycrab wrote: »

But presumably you had a direct debit during this period!? If so, £110 is not bad; doesn't explain why its taken so long for the bill to come though.

No direct debit in place.

This afternoon they claimed that they sent paper bills every month for the missing 8 years, but the only letters we ever got were letters about changing the meter (for age reasons), which did not ever happen.

Last bill paid over the phone on 5th December 2006, nothing since then.

Further it transpires the £109 relates to an unpaid bill that covers 30th October 15 to 30th December 15. almost a year after the house was sold, someone paid a visit over that bill in March 16 which cost £55.

Raxiel

E.ON_Company_Representative:_Malc wrote: »

Hello youravinalarrrf.

Once the new supplier is in touch to takeover, the online account will be locked down. This happens very early in the switch and at this point no tariff changes can be made, meter readings entered, bills raised or Direct Debits altered. Check any of these screens and, if unavailable, the new supplier will have applied for the account.

Hope this helps a little.

Malc

I'm still confused by this.
My switch has been confirmed by the new supplier (who don't use faster switching) as scheduled to complete on 06 Feb. If I log into my E.ON account it lets me in, tells me my current plan and that it's time to renew, no errors or notifications about leaving. I can still view old bills and readings.

So it appears that E.ON still haven't been informed. But if I go to the direct debit section, I get the error "Based on our records, you don’t appear to have any active products or services. "
If I go for a quote, I'm told E.ON can't quote for my address.

So is my account locked down or not?

youravinalarrrf

Raxiel wrote: »

I'm still confused by this.
My switch has been confirmed by the new supplier (who don't use faster switching) as scheduled to complete on 06 Feb. If I log into my E.ON account it lets me in, tells me my current plan and that it's time to renew, no errors or notifications about leaving. I can still view old bills and readings.

So it appears that E.ON still haven't been informed. But if I go to the direct debit section, I get the error "Based on our records, you don’t appear to have any active products or services. "
If I go for a quote, I'm told E.ON can't quote for my address.

So is my account locked down or not?

You are not alone in still being confused by this!

I'm in exactly the same position and I have to agree that it would appear that EON's system/process for issuing the "Sorry You're Leaving" notification to customers is either not working correctly, being deliberately and unnecessarily delayed or is flawed.

The new supplier should not be notifying the customer and confirming the actual transfer completion date before the losing supplier has issued the "Sorry You're Leaving" email.

Malc you may need to pass this back up the food chain at EON for investigation/official comment?

FOREVER21

Malc.

Hi
Received notification of my latest bill arrival. So thought it was a good time to road test your new layout.

First impressions are favourable and I managed to navigate the options without problems. However being of a certain age I dislike change, but I think I should be able to live with the new design.

One small point if you can help, I have sent a few e-mails to E-On and received replies, these were previously found in a list under " messages" I do not seem to be able to find them this morning. Can you tell me where I can now find them?

Thanks

Raxiel

youravinalarrrf wrote: »

You are not alone in still being confused by this!

I'm in exactly the same position and I have to agree that it would appear that EON's system/process for issuing the "Sorry You're Leaving" notification to customers is either not working correctly, being deliberately and unnecessarily delayed or is flawed.

The new supplier should not be notifying the customer and confirming the actual transfer completion date before the losing supplier has issued the "Sorry You're Leaving" email.

Malc you may need to pass this back up the food chain at EON for investigation/official comment?

Well I just called E.ON, interesting call.

They do have a notification of me leaving from the new supplier dated the 24th of January, but didn't know when the switch would be.

He also told me that price protection only applied if the switch was completed within 20 days of the previous fix ending, not if E.ON is informed of the switch within 20 days.

Finally he told me that they had been told the DCC is set to go live in August and that my current meter should be readable by other suppliers (depending on the supplier) then. Implication being that my current smart meter will meet SMET's v2?

There's still no obvious way to tell the account is locked from the website, other than the issues I mentioned earlier.

System

Raxiel wrote: »

Finally he told me that they had been told the DCC is set to go live in August and that my current meter should be readable by other suppliers (depending on the supplier) then. Implication being that my current smart meter will meet SMET's v2?

.

Uhm - which August was E.oN talking about? DCC Live for certain regions within the UK was the 8th November 2016. AFAIK, no SMETS2 meters have yet been deployed: rollout should start later this year.

DCC issued a Consultation Paper on SMETS1 meter integration to the industry in late November 2016 with responses due a week or so ago. AFAIK, no technical solutions have yet been agreed by the DCC or BEIS for the integration of SMETS1 meters in to the DCC.

https://www.smartdcc.co.uk/media/409998/iepfr_consultation_-_published.pdf

FWiW, each Big 6 supplier has to deploy a minimum of 1500 smart meters each in the period Nov 16 to Nov 17. Ofgem is allowing them to include SMETS1 meters in this total. After November 2017, all deployed meters must be to the upgraded SMETS2 compliance standard. Hence, the advice from some of us on this forum to wait before agreeing to a smart meter.

youravinalarrrf

My understanding is that the "Sorry You're Leaving" email was brought in to try and prevent erroneous transfers occurring and give the customer a chance to stop it. The earlier the customer is made aware of a pending switch to another energy supplier on their account the sooner action can be taken to stop it if it is erroneous.

EON seem to be jumping through unnecessary hoops re the faster switching process which I still believe is totally irrelevant to you leaving them. If you're leaving you're leaving - the only real question is when.

I'll leave it for Malc to confirm or otherwise regarding their smart meters but my understanding is that current EON smart meters are all SMETs v1 and will not work with any other supplier without some kind of software upgrade (doubtful that will ever happen) or being replaced/upgraded by a SMETs v2 smart meter.

Raxiel

Hengus wrote: »

Uhm - which August was E.oN talking about? DCC Live for certain regions within the UK was the 8th November 2016. AFAIK, no SMETS2 meters have yet been deployed: rollout should start later this year.

DCC issued a Consultation Paper on SMETS1 meter integration to the industry in late November 2016 with responses due a week or so ago. AFAIK, no technical solutions have yet been agreed by the DCC or BEIS for the integration of SMETS1 meters in to the DCC.

https://www.smartdcc.co.uk/media/409998/iepfr_consultation_-_published.pdf

FWiW, each Big 6 supplier has to deploy a minimum of 1500 smart meters each in the period Nov 16 to Nov 17. Ofgem is allowing them to include SMETS1 meters in this total. After November 2017, all deployed meters must be to the upgraded SMETS2 compliance standard. Hence, the advice from some of us on this forum to wait before agreeing to a smart meter.

Which is what I understood to be the case as well, but that's what he said, unsolicited by me I might add.

Perhaps he meant it was going live in my region then? I don't know, just thought it was worthy of note. Either for further discussion here, or for Malc to pass back up the chain if their phone reps are giving out duff information.

Edit:

youravinalarrrf wrote: »

I'll leave it for Malc to confirm or otherwise regarding their smart meters but my understanding is that current EON smart meters are all SMETs v1 and will not work with any other supplier without some kind of software upgrade (doubtful that will ever happen) or being replaced/upgraded by a SMETs v2 smart meter.

I don't know if it's relevant, but the manufacturer for the meter E.ON supplied me with proudly boasts that it has a replaceable comms hub, meaning the meter can be upgraded without replacing the whole thing. Of course, who would actually be responsible for such an upgrade, when the meter owner and energy supplier aren't necessarily the same organisation is a whole other matter.