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Raxiel wrote: »

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:

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.

If you have got time, have a look at the Options in the paper. It is not going to be as simple as some people suggest and it will cost. Most comms hubs will have to be upgraded by 2026 as 2G/GPRS is due to be turned off. My guess - and its only a guess- is that upgrades etc will be handled in the same way as EoL meter replacements are handled now.

There are three telling points in the document:

1. SMETS 1 meters have a life of only 15 years.

2. 1% of SMETS 1 meters will fail in use.

3. 10.2M SMETS1 meters will have to be upgraded (up to the date when SMETS1 meters are no longer permitted for installs)

Raxiel

Still haven't had a 'Sorry you're leaving' email, but I did come home today to a letter. So it could be down to communication preferences even though I wouldn't consider it marketing info.

OhJay

E.ON_Company_Representative:_Malc wrote: »

Many thanks for coming back to me and for the kind words OhJay. Happy to help.

Certainly, if possible, details of the person responsible for usage before you took over will help us direct follow up in the right direction. Thanks for doing this. As our Complaint Manager said, this isn't your responsibility so appreciate your help here.

Sorry you're unhappy with the financial resolution offered. You can send the complaint to our Reviewers for a second opinion. They'll go through the case again and either uphold the original resolution or offer an alternative. If still unacceptable, we can give you a 'Final Resolution Offer' letter. This will help if you decide to go to the Energy Ombudsman for an independent review. Please let your Complaint Manager know if you would like to do this.

As you've both an open complaint and an agreed payment plan, our usual objections to switching due to debt won't apply. You'll need to talk to us though as the arrangement will need to be reset.

With a change of supplier, a final bill is issued within 30 days of the switch. At this point, the outstanding balance usually becomes due straightaway. If there's a live Direct Debit, we'll collect the balance automatically through this arrangement about two weeks after the final bill. The actual date will be shown on the front page of the final bill.

Given your situation, you'll need to reset the payments. I assume current payments include the ongoing usage and an amount to clear the balance over 2 years. Once switched, the new amount will be to clear the balance only. This will need setting up by our Credit Operations team as only these advisors have the necessary access to make this type of arrangement on a closed account. The Complaint Manager will have left notes on the account explaining the nature of your present agreement and these will be used by Credit Ops to sort out a new arrangement following a switch.

If you do decide to stay with us, there are many ways to let us have meter readings including online through our website or phone app, by phone or text, email or letter. You can also raise your own bills online by popping in readings and choosing 'request a bill.'

Sorry again for all the difficulties OhJay and hope this points you in the right direction. Let me know if you've any more questions as happy to help.

Malc
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Complaint is closed resolved I believe. First resolution manager (the one who apparently investigated fully that first week and took me 2 minutes to rip his investigation to shreds) suggested £5 for each failed read by the meter readers you sent out (£15 total) and something like £6 an hour for the time I'd spent on the phone during this argument. Then suggested 12 months payment plan (yes, it does include usage at the correct level now!) to pay off the balance. Asked if that was OK and could he consider it resolved? I said no, it had taken you 18 months to get me in this mess so I wanted at least that to get back out of it.

He passed me on to someone else up the chain, I presume, who had the authority to offer me up to 24 months and she was good and useful and friendly. She was the one who I was speaking to about previous occupant threatening letters.

So you're saying if I pull the trigger and go switch I'll get a final bill with a "we will collect it all on this date" and when I get that I call to speak to credit ops?

Thanks again, Malc

Former_E.ON_Company_Representative:_Malc

Brooker_Dave wrote: »

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?

Brooker_Dave wrote: »

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.

Hello Brooker Dave and sorry for the late reply. I can see Helena has already replied on a different thread. It's at the link below.

https://forums.moneysavingexpert.com/discussion/5595964

Malc

Former_E.ON_Company_Representative:_Malc

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?

Raxiel wrote: »

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.

Raxiel wrote: »

Still haven't had a 'Sorry you're leaving' email, but I did come home today to a letter. So it could be down to communication preferences even though I wouldn't consider it marketing info.

Hello Raxiel and sorry for the late reply.

As you've now received a letter about the switch, the new supplier will have been in touch and the transfer will be going through. Tariffs and prices are generally seen as marketing as we're actively trying to sell something.

I'm also sorry the advisor you spoke with gave the wrong information about the Price Protection window. As advised previously, provided accounts are applied for by the new supplier before the end of the window (open 49 calendar days before a tariff ends until 20 working days after), cheaper prices will apply right up to the supply end date. I've asked for this to be re-briefed so all advisors are singing from the same hymn sheet.

On the website question, your account would've been locked down when you looked previously as per the message you saw about active products and services. During this period, customers can still log in and see various things. It's changes that can't be made.

Whilst it's hoped the DCC will be fully up and running sooner rather than later, we've not been given anything definite yet. I expect my colleague was speculating a little here.

Sorry again for the late reply and for the poor information you were given over the phone.

Malc

Raxiel

Well my switch completed sometime yesterday. The IHD now displays 0 for unit and standing charges but still shows the other info.

Online account still exists but is pretty blank, I assume it'll be automatically deleted when the final bill is settled, if not I'll log in and do it manually.

Thanks to Malc and Helena for the responses to my various queries before and during the switching process. You guys are definitely the most engaged of the company reps on this board, I'd definitely be open to returning to E.ON in the future if the price was right.

Edit: just had another survey from E.ON 'Your Say' wonder if they'll still want me now I've left.

Former_E.ON_Company_Representative:_Malc

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?

youravinalarrrf wrote: »

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.

Hello youravinalarrrf and sorry for the late reply. Sorry, too, my previous explanations haven't been clear.

Managing a switch is the responsibility of the new supplier. Where we're the losing supplier, the timing of our actions is determined by the receipt of certain pieces of information from the supplier taking over.

Timing of the initial request to take over depends on if Faster Switching is in play. If it isn't, the new supplier won't contact us until the 14 day cooling off period is over. Before this, we'll have no idea a customer is about to move. There's also a period where suppliers can object to a customer leaving. Timings here are similarly affected by Faster Switching.

It's only after the relevant information has been received that we'll look to send out the 'sorry you're leaving' communications. Similar timings are mainly followed throughout the industry although there'll be variations dependant on specific circumstances.

You're right about our Smart Meters. It's planned SMETS2 will come online later this year. Also, as I mentioned above, we're hoping the DCC will be fully up and running sooner rather than later although we haven't been given anything definite yet.

Hope this is explains youravinalarrrf.

Malc

Former_E.ON_Company_Representative:_Malc

FOREVER21 wrote: »

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

Glad first impressions with the new layout on our website are favourable FOREVER21.

I've just checked with the team handling the changes and they've told me the 'Your Correspondence' part that previously held the emails you've mentioned has been removed. There aren't any plans to re-locate this elsewhere on the site. Going forward, customers are being advised to review this correspondence through their emails.

Hope this explains.

Malc

Former_E.ON_Company_Representative:_Malc

Raxiel wrote: »

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:

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.

As above Raxiel, we're hoping the DCC will be fully up and running sooner rather than later but nothing definite yet. I've passed this up the line as would be good to re-brief advisors of the latest state of play. Thanks for posting this.

On upgrading meters. At the moment, it's the responsibility of the existing supplier to sort out this type of work. This could change as the roll out continues but, for now, where we're the supplier we'll be carrying out this type of upgrade albeit in conjunction with the Meter Operator for the region.

Hope this helps.

Malc

Former_E.ON_Company_Representative:_Malc

OhJay wrote: »

Complaint is closed resolved I believe. First resolution manager (the one who apparently investigated fully that first week and took me 2 minutes to rip his investigation to shreds) suggested £5 for each failed read by the meter readers you sent out (£15 total) and something like £6 an hour for the time I'd spent on the phone during this argument. Then suggested 12 months payment plan (yes, it does include usage at the correct level now!) to pay off the balance. Asked if that was OK and could he consider it resolved? I said no, it had taken you 18 months to get me in this mess so I wanted at least that to get back out of it.

He passed me on to someone else up the chain, I presume, who had the authority to offer me up to 24 months and she was good and useful and friendly. She was the one who I was speaking to about previous occupant threatening letters.

So you're saying if I pull the trigger and go switch I'll get a final bill with a "we will collect it all on this date" and when I get that I call to speak to credit ops?

Thanks again, Malc

Hello OhJay and sorry for the late reply.

The complaint is only resolved when you say it is. Unless you've told us you're happy with the resolution offered, we won't close the complaint. Sounds like you've gone through to our Reviewers and they've extended the payment plan to 2 years. If you haven't agreed this as a resolution, we need to put this in writing by sending our 'Final Resolution Offer' letter. This will help with the next stage which is to go to the Energy Ombudsman.

On the switch, you're right. We'll issue a final bill advising when we'll look to take the outstanding balance through the Direct Debit. Best to talk to our Credit Ops once the account has switched so they can put something in place.

Hope this helps OhJay.

Malc