problems with switch to Eon

sln8458

OK so I got so feed up with Scottish Power poor customer service & I finally decided to switch. I used MSE and found a deal with Eon I liked. Eon had reasonable feedback so I thought lets give it a go.

Things moved along until towards the end of November when I was expecting a request for meter reading but nothing had arrived, so I thought I've had emails & my account in available on line put them in there. simple yes?

So I put in my electric reading, but the gas wasn't yet up to speed, but no problem electric is in.

left it a week or so & went back to sort gas reading. That was still not ready & there was nothing for the electric, so put that in again. Went back a few times until I was able to put the gas in. In the meantime I had a txt asking for the electric reading? Replied with electric & gas (that was 04/12/2014)

Saturday 13/12/2014 I gets a letter from Eon, BIG BOLD WRITING asking for my electric reading as soon as possible. Then today 15/12/2014 I get another asking for my gas reading by Monday 08/12/2014.

I've just spent 40 mins on the phone waiting & waiting......waiting......waiting.......etc no one home?

So what is going on, is there a problem with your system such that my on line submissions are not registering, not good for an 'online' account.
Did my txt not arrive??

What is going on?

SteveN
PS. I decided to leave SP because I got feed up when I had to wait 50+ mins on every phone call.

NoMore

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

A few of us having similar problems, their reps have responded in the linked thread.

dumpallhere

Call 0345 301 4905 to give meter readings.

I have called twice recently and the phone was answered almost immediately.

brewerdave

The EON IT system is still a mess -my account for electricity was SUPPOSED to be set up on 27th November -still inoperational - site "says" that I was switched on 3rd December -unfortunately the meter reading I gave over the phone, as above ,has still not reached my previous supplier OVO ,so they can't/won't close my eleccy account,altho' the gas is sorted.

Former_E.ON_Company_Representative:_Malc

sln8458 wrote: »

OK so I got so feed up with Scottish Power poor customer service & I finally decided to switch. I used MSE and found a deal with Eon I liked. Eon had reasonable feedback so I thought lets give it a go.

Things moved along until towards the end of November when I was expecting a request for meter reading but nothing had arrived, so I thought I've had emails & my account in available on line put them in there. simple yes?

So I put in my electric reading, but the gas wasn't yet up to speed, but no problem electric is in.

left it a week or so & went back to sort gas reading. That was still not ready & there was nothing for the electric, so put that in again. Went back a few times until I was able to put the gas in. In the meantime I had a txt asking for the electric reading? Replied with electric & gas (that was 04/12/2014)

Saturday 13/12/2014 I gets a letter from Eon, BIG BOLD WRITING asking for my electric reading as soon as possible. Then today 15/12/2014 I get another asking for my gas reading by Monday 08/12/2014.

I've just spent 40 mins on the phone waiting & waiting......waiting......waiting.......etc no one home?

So what is going on, is there a problem with your system such that my on line submissions are not registering, not good for an 'online' account.
Did my txt not arrive??

What is going on?

SteveN
PS. I decided to leave SP because I got feed up when I had to wait 50+ mins on every phone call.

Morning SteveN and welcome to the Forums.

Really sorry about the problems you're having giving us your meter readings and for the long waiting times on the phone.

Yes, we're having serious problems with this part of our online service. Our IT guys are currently working to fix it but, as of today, I'm unable to give a time when this will be sorted.

Amy and I have posted more about this on the thread NoMore links to above.

For the time being, please use the phone number dumpallhere mentions - 0345 301 4905 (open from 8am to 8pm Monday to Friday and between 8am and 6pm on Saturdays). Calls are charged at local rates or may be free if included in certain phone tariff packages.

Not ideal, I know, but will help in the short term whilst this is sorted out.

Once we've the readings, the switch will carry on in the usual way. We'll send the readings to your old supplier so they can use them to issue your final bill.

Sorry again for the hassle and the wait on the phones. Hope this helps point you in the right direction.

Malc

sln8458

Thanks for the reply Malc.

I will try that no, though it looks like the one I tried last night.

Questions:

why were my txt readings not accepted (04/12/14) both for gas & electric. (txt no. 81222)

If you (Eon) are aware of problems with your online system, why did you not email me, or send a simple letter explaining the issues & ask me to call the no? Instead you send 2 letters using very large & bold txt implying I'm not co-operating? just seems poor customer relations

SteveN

MallyGirl

just called the number above and they were very quick to answer - a similar story here in that I submitted my readings online but they seem to have only retained the electric. I have supplied the gas reading again. Now I sit languishing on a standard rate at my current supplier which is eating in to any savings I might have saved by switching

Former_E.ON_Company_Representative:_Malc

sln8458 wrote: »

Thanks for the reply Malc.

I will try that no, though it looks like the one I tried last night.

Questions:

why were my txt readings not accepted (04/12/14) both for gas & electric. (txt no. 81222)

If you (Eon) are aware of problems with your online system, why did you not email me, or send a simple letter explaining the issues & ask me to call the no? Instead you send 2 letters using very large & bold txt implying I'm not co-operating? just seems poor customer relations

SteveN

Hi SteveN

Suspect this is all wrapped up with the ongoing website issue concerning opening meter readings.

Usually, once we've received readings within a particular time frame, the system updates and automatically stops further requests. At the moment, unless the readings are entered manually, the system thinks we've not received a reading and sends the next request, whether by text, email or letter.

Although the issue is fairly widespread, it's not affecting all customers switching to us. It's only affecting those trying to enter their opening readings online and we've put a message on this particular page asking customers to phone in.

Currently, priority is being given to sorting the online issue. I'm sure, if this goes on much longer, we'll look at further forms of communication.

There's certainly no intention to suggest you're not co-operating and I'm sorry if this is how it's come across. I'll be happy to feed this back.

Malc

Former_E.ON_Company_Representative:_Malc

MallyGirl wrote: »

just called the number above and they were very quick to answer - a similar story here in that I submitted my readings online but they seem to have only retained the electric. I have supplied the gas reading again. Now I sit languishing on a standard rate at my current supplier which is eating in to any savings I might have saved by switching

Hi MallyGirl

Just thought I'd pop on to let you know, the issue we're currently having with the website isn't affecting the time it takes to switch.

Once we've the readings, they'll be sent through to the losing supplier in the usual way. Switches will continue along similar lines as before. Electronic messages will pass between us/losing supplier/third parties (distributors, national databases etc) until the switch is complete.

The problems we're having when customers try to enter meter readings online will only have an impact if the readings aren't sent another way. We've put a message on the website to let customers know to phone the dedicated team. They can email, too, if preferable.

After a time, if we haven't received readings, we'll use estimates.

As you've given us your readings, they'll be sent to your old supplier as above so they can close your account and send a final bill.

Hope this helps explain.

Malc

sln8458

Hi Malc,

Phoned the number and then selected meter readings, connected immediately . It appears that both readings had been received and we are already E-on customers!! I asked the rep to confirm what readings were on the system & he obliged, the readings appear to be one of the first I entered comparing against today, not sure what happened.
Anyway I've cancelled the old DD to old supplier, called them to tell them, got some **** about they may have to send me a bill if there is not enough in my account, he went quiet when I pointed out they had taken £183 on the 7th & my account was £600 (just the gas) in credit!

With the refund, that's the wedding anniversary sorted :T:rotfl:

SteveN

Former_E.ON_Company_Representative:_Malc

Great news SteveN. Glad all's going through ok from our end.

Congratulations on your wedding anniversary. _party_

Malc