Eon energy reviews: Give your feedback

Former_E.ON_Company_Representative:_Malc

garysprake wrote: »

Applied to switch my electricity supply to eon from sse through this site. Received a welcome e-mail from eon which had the wrong address and an incorrect standing charge.
Telephoned them to point out the errors but gave up holding after 25 minutes so cancelled the switch by e-mail.
Complete waste of my time.

Sorry you didn't have a good experience when trying to switch to us garysprake and had to wait on the phone for so long. Not much use to you now, I know, but there are other ways to contact us including through the online Live Chat facility on our website. Alternatively, there's a link to our email service on the same website page. There are our social media channels too. No charge for any of these options and could save the hassle of waiting on the end of a phone.

Our welcome emails are based on the information we're given at the point of sale. Whether this is directly with us, through our website or when switching via a third party.

Just a quick heads up. Switches involve unique supply numbers that identify electricity and gas supplies at individual properties. These come from National Databases that hold details of all energy meters in the country. Sometimes, they have the wrong information and need updating. Only the existing supplier can do this. Not saying this is the case here but might be an idea to check.

Our standing charges haven't changed in several years and are the same on all the tariffs we currently have on sale for credit meters (prepayment are different). As Raxiel says, they're cheaper if paying with a Monthly Direct Debit. Also, did your quote give these with or without VAT? Our email will have included VAT.

Sorry again you couldn't talk to us garysprake and if my speculation above is wide of the mark.

Malc

Former_E.ON_Company_Representative:_Malc

Raxiel wrote: »

E.ON discount the standing charge for each fuel by £35 a year if you pay by direct debit, so if the ST was about 9.5p more than you were expecting it may be related to that.

This could well be the case Raxiel. Also, could be the VAT.

Malc

Former_E.ON_Company_Representative:_Malc

Floozie wrote: »

Don't know if I am on the correct thread but will try here as it relates to Eon. I received an emial from them saying my meter is being phased out and I need to have it changed to a smart meter which I do not want. Do I have to change my meter or are they just using bully boy tactics?

Cardew's right Floozie. Smart meters are optional and you don't have to have one if don't want to.

Although we're working towards meeting our commitment of being able to offer smart meters to all our residential customers by 2020, traditional classic meters are still available. Certain complex meters, like Heatwise, are no longer available but there are traditional alternatives like Economy 7 or Economy 10.

Smart meters aren't available everywhere yet but, where they are and a customer is due for a statutory change because the existing meter has reached the end of its guaranteed life, smart will be offered. As I say, they can be turned down and a traditional meter will be fitted instead.

Hope this explains Floozie. Let me know if you need any more details as happy to help.

Malc

Browntrout_2

Hello my parents have recently moved in a McCarthy and Stone retirement property. The property is all electric and has three storage heaters. When they moved in last month the meter readings were submitted to E.ON by McCarthy and Stone.

The first communication from E.ON was a month later stating they were on the E.ON EnergyPlan with payment on receipt of bill.

I got them signed up online for paperless billing and direct debit.

Then online tried to get a better tariff, no joy the website says - We're unable to give you a quote online
We're sorry but we can't get a quote for this property. This could be because you've got a meter that we're not able to quote for through our website.

Strange I thought as the Landis E470 Smart Meter has "property of E.ON written on it".

Anyway so no problems I'll get on the phone...

After passing through numerous agents and ID checks, some with computer faults and all kinds on contact centre issues I am eventually informed that the meter is an Economy 10 one and the only tariff available is the E.ON EnergyPlan which is the most expensive one.

So not only are they all electric with economy storage heaters they have only one tariff available!

You would have though the meter could be converted to Economy 7 but apparently not?

So they need a new meter or we just pay more for electric forever?

[Deleted User]

@FLoozie
That email is not for a statutory change of meter but EON just trying to up their number of installed smart meters to meet a Government target. It would be worded totally different if your meter was to be replaced by law.
As others have said just ignore it if you don't want the current smart meter which are really a waste as they are not compatible with the future of smart metering.

[Deleted User]

I've been a customer of E.ON and their predecessor Powergen continuously for years and years and, since joining have never switched. Until the start of this year I was a satisfied customer. No company's perfect and there's been the odd glitch or so over the years, but I've always managed to get things sorted without undue effort.

All that abruptly changed around the start of this year. It was when the end date of my fixed tariff approached and I wanted to discuss options with them. The immediate first thing I noticed when calling them is that no live person answers but you get a message to the effect that there's an unexpected overload of people calling them and there'll be a delay, and delay and delay ... and the delay just goes on and on. Repeatedly you're told how terribly busy they are and they'd much prefer you push off and look on their website. You're told this time and again and start wondering if there's any human left alive at the call centre. If I've hung on for that long I can assure E.ON that the information I want is not on the website and it gets rather irritating to be continually told to use the website. My first question to E.ON is, if you've got a temporary overload of customers calling, instead of boring the pants off me repeating the same message time after time, is it not possible for E.ON to provide me to push a button on my phone to tell them to stop repeating the yarn about looking on the website, as I don't want to hear it again? Other businesses that suffer temporary overloads often give me:
- some information about how long I may have to wait (eg telling me I'm 4th in the queue)
- some option to provide them a number for a call-back so that I can hang up and get on with other chores while waiting to hear from them.
E.ON does neither of the above. Since they're not exactly paupers I fail to see why they cannot improve this part of the system.

However, the call centre situation is even worse. After you've been hanging on for what appears hours being bored to tears at hearing the same message repeated over and over something triggers. It's the E.ON "smart" call centre system diverting your call you to some arbitrary available live person. Typically they probably are nothing to do with what you're calling about. For example, I've called their specific phone number for the so-called smart metering team (0345 366 5973). After hanging on for some 20 minutes or so, finally a live person answered who I hoped would be able to discuss my issue. My relief at ending the enforced massive wait was short-lived, however. After speaking to them for a couple of minutes it became apparent they couldn't help me. They told me they knew absolutely nothing about smart metering and I had called the wrong number. They recommended I should hang up and call the dedicated number 0345 366 5973 to save me time. I explained that was the number I had called and I didn't want to go back through the E.ON long wait torture line a second time. They then agreed to see if they could transfer me although warning me this could take a long time.

This fiasco hasn't just happened one, but every time I have tried to speak to them it's been the same - hanging about for ages, getting thoroughly brassed off with these banal repeated recorded messages and hoping I wouldn't pass-out before a live person finally answered. The bottom line is that every call I've made to them, (which I estimated might have needed 5 or 10 minutes had a live person been available) frequently lasts up to an hour or more. Sometimes, by the time I finally get through to a meaningful person I'm desperate to go to the rest room and in such discomfort that I'm barely able to properly discuss my query and may have to terminate the call prematurely.

What the heck is wrong with E.ONs call centre (or centres)? I'm told they're one of the world's largest investor-owned energy companies. Having looked up where the name E.ON came from, I'm told it comes from the Greek word aeon which translated means an age. If so, their call centre response times certainly fit their Greek name well.

Browntrout_2

Yes regarding the Eon call centre(s) I've been round and round listening to banal condecending messages and finally getting answered, confirming my address and DoB only to be told I've dialled the wrong number.

That is shocking customer service.

I haven't dialled the wrong number, I am speaking to someone from E.ON and they cannot help me!

They only have a few variations on a theme called utilities in the residential market, its not rocket science .

I think the only answer is to just switch online and get cash back whilst you're at it.

Executive managers at EON should perform blind shop testing and try out their own "services", they might learn a thing about how badly they are set up.

I can handle this as I'm IT literate and still bothered to waste my time. Lots of folk aren't and EON and others are ripping them off big style. Imagine what 80 year olds are going through.

Former_E.ON_Company_Representative:_Malc

Browntrout wrote: »

Hello my parents have recently moved in a McCarthy and Stone retirement property. The property is all electric and has three storage heaters. When they moved in last month the meter readings were submitted to E.ON by McCarthy and Stone.

The first communication from E.ON was a month later stating they were on the E.ON EnergyPlan with payment on receipt of bill.

I got them signed up online for paperless billing and direct debit.

Then online tried to get a better tariff, no joy the website says - We're unable to give you a quote online
We're sorry but we can't get a quote for this property. This could be because you've got a meter that we're not able to quote for through our website.

Strange I thought as the Landis E470 Smart Meter has "property of E.ON written on it".

Anyway so no problems I'll get on the phone...

After passing through numerous agents and ID checks, some with computer faults and all kinds on contact centre issues I am eventually informed that the meter is an Economy 10 one and the only tariff available is the E.ON EnergyPlan which is the most expensive one.

So not only are they all electric with economy storage heaters they have only one tariff available!

You would have though the meter could be converted to Economy 7 but apparently not?

So they need a new meter or we just pay more for electric forever?

Hello Browntrout and hope your parents are settling in to their new home. Thought it might help to give you some details about Economy 10 meters.

Economy 10 meters are designed mainly for all electric properties with storage heaters and electric water immersion heaters. They give 10 hours of cheaper off peak electricity in each 24 hour period for heating and hot water. This is split in to 3 time slots during the afternoon, in the evening and at night. To work, meters are wired directly in to the heating/water heating circuits at individual properties. This lets them automatically switch the storage heaters on and off to take advantage of the off peak times.

At the moment, due to the specialist nature of this type of metering, we've only the one tariff available. This is the Energy Plan you mention.

Storage heaters charge up during the off peak times and gradually release heat during the day. A common complaint with this type of set up is a tendency to leak heat and to cool down too early. As a result, the industry came up with Economy 10. As well as an off peak night period, these meters charge up in the afternoon and evening. This 'tops up' the stored heat to help properties stay warm throughout the day.

As well as heating and hot water, Economy 10 meters give so many hours in each 24 hour period where all electricity is charged at the cheaper off peak prices. With newer models (2 rates) this is all 10 hours but with older (3 rate) meters, this will be the 5 off peak hours at night. To be cost effective it's best, where possible, to use as much electricity as needed during the off peak times. Totally understand, some of these hours are particularly unsociable. Timers might help here.

It's certainly possible to change these meters for a more conventional Economy 7 or single rate. This will give your parents access to more tariffs both with us and with the other suppliers. With Economy 7, all the off peak hours are at night and there'll be no 'top ups' during the day. Charges to do this depend on the type of Economy 10 meter. Older (3 rate) meters will be changed without charge. Later (2 rate) models will cost £64.76 (including VAT) to change. Due to the specific wiring, there might also be a need for some rewiring at the property and we recommend you ask a qualified electrician about this. Charges for this are currently down to customers. We've a specialist team called Simpler Metering who will be able to give you more information about these exchanges.

Sorry if you know this stuff already Browntrout but hope it's of some use. Let me know if you need any more information as happy to help.

Malc

Former_E.ON_Company_Representative:_Malc

gsmlnx wrote: »

@FLoozie
That email is not for a statutory change of meter but EON just trying to up their number of installed smart meters to meet a Government target. It would be worded totally different if your meter was to be replaced by law.
As others have said just ignore it if you don't want the current smart meter which are really a waste as they are not compatible with the future of smart metering.

As above gsmlnx, smart meters are optional whatever the circumstances. We might, though, offer them at a statutory change. It depends whether or not they're available for the customer due a statutory change. If they are, we'll make the offer which can be turned down. If it is, we'll fit a traditional meter instead.

Malc

Former_E.ON_Company_Representative:_Malc

Deleted_User wrote: »

I've been a customer of E.ON and their predecessor Powergen continuously for years and years and, since joining have never switched. Until the start of this year I was a satisfied customer. No company's perfect and there's been the odd glitch or so over the years, but I've always managed to get things sorted without undue effort.

All that abruptly changed around the start of this year. It was when the end date of my fixed tariff approached and I wanted to discuss options with them. The immediate first thing I noticed when calling them is that no live person answers but you get a message to the effect that there's an unexpected overload of people calling them and there'll be a delay, and delay and delay ... and the delay just goes on and on. Repeatedly you're told how terribly busy they are and they'd much prefer you push off and look on their website. You're told this time and again and start wondering if there's any human left alive at the call centre. If I've hung on for that long I can assure E.ON that the information I want is not on the website and it gets rather irritating to be continually told to use the website. My first question to E.ON is, if you've got a temporary overload of customers calling, instead of boring the pants off me repeating the same message time after time, is it not possible for E.ON to provide me to push a button on my phone to tell them to stop repeating the yarn about looking on the website, as I don't want to hear it again? Other businesses that suffer temporary overloads often give me:
- some information about how long I may have to wait (eg telling me I'm 4th in the queue)
- some option to provide them a number for a call-back so that I can hang up and get on with other chores while waiting to hear from them.
E.ON does neither of the above. Since they're not exactly paupers I fail to see why they cannot improve this part of the system.

However, the call centre situation is even worse. After you've been hanging on for what appears hours being bored to tears at hearing the same message repeated over and over something triggers. It's the E.ON "smart" call centre system diverting your call you to some arbitrary available live person. Typically they probably are nothing to do with what you're calling about. For example, I've called their specific phone number for the so-called smart metering team (0345 366 5973). After hanging on for some 20 minutes or so, finally a live person answered who I hoped would be able to discuss my issue. My relief at ending the enforced massive wait was short-lived, however. After speaking to them for a couple of minutes it became apparent they couldn't help me. They told me they knew absolutely nothing about smart metering and I had called the wrong number. They recommended I should hang up and call the dedicated number 0345 366 5973 to save me time. I explained that was the number I had called and I didn't want to go back through the E.ON long wait torture line a second time. They then agreed to see if they could transfer me although warning me this could take a long time.

This fiasco hasn't just happened one, but every time I have tried to speak to them it's been the same - hanging about for ages, getting thoroughly brassed off with these banal repeated recorded messages and hoping I wouldn't pass-out before a live person finally answered. The bottom line is that every call I've made to them, (which I estimated might have needed 5 or 10 minutes had a live person been available) frequently lasts up to an hour or more. Sometimes, by the time I finally get through to a meaningful person I'm desperate to go to the rest room and in such discomfort that I'm barely able to properly discuss my query and may have to terminate the call prematurely.

What the heck is wrong with E.ONs call centre (or centres)? I'm told they're one of the world's largest investor-owned energy companies. Having looked up where the name E.ON came from, I'm told it comes from the Greek word aeon which translated means an age. If so, their call centre response times certainly fit their Greek name well.

Hello picks and totally agree. Call waiting times haven't been what we would've liked of late. No excuses, we're aware this isn't good enough and are working to put it right. This includes taking on more advisors to fill the gaps.

In the meantime, there are other ways to contact us which might save you the hassle of waiting on the phone. There's our relatively new online Live Chat service. Advisors are online from 8am to 8pm Monday to Friday and between 8am and 6pm Saturdays.

On the same website page, there's a link to our email service. There are our social media channels too. Advisors are on our twitter and Facebook feeds at similar times to the Live Chatters.

Totally understand, if you need a specialist area of the business, phone might still be the best way. There are a number of different phone numbers on our website in the 'contact us' section. Although there are still lengthy wait times on some of these numbers, it's not necessarily the case with them all.

I do like your suggestions. Specifically, a way to turn off the same message, details of where you're at in the queue and a call back service. These have been discussed before but are still on the back burner. I'll use your post to give those responsible a kick.

Sorry for the long wait times picks and thanks for the suggestions.

Malc