E:On Key Meter Tariff Change - Disgrace !!!

seanjackdan

I changed my pay as you go key meter tariff on their website 3 days ago back to the their "peak" / "off peak" tariff, as last week they had automatically changed me to a "single rate" without telling me, and without my permission !


The website stated that this had been changed successfully.
3 days later, my meter has still not been updated, so I phoned them this morning, and they said...


I have to go and put at least a £1 on my key for the next 3 days in a row at the same shop, and then the key will be updated !! -


WHAT !!!


Has anyone ever heard of something so ridiculous !!


If I hadn't have phoned up, this key would never have been updated, and when I changed the tariff on-line, there is no mention whatsoever that you have to put a £1 on your key for 3 days in a row at the same shop....


Ludicrous in this day & age... no ??


Sean.

E.ON_Company_Representative:_Helena

Good afternoon seanjackdan and thanks for your post.

I'm unsure why your tariff would be changed back to a single rate without speaking to you first, what did we say when you called us?

It is normal on a regular pre payment meter to top up on three separate occasions to send the meter a message from your key for any changes, like the one you've made.

I'm sorry though, that this wasn't clear when you did it on the website.

Smart pay as you go isn't a specific area that I work in, but I can certainly get you back in touch if that would help a bit more?

Was a complaint raised when you called, this should be done as you're unhappy with the issues, understandably.

Please let me know if you do need my help.

Thank you

Helena

seanjackdan

Hi Helena,


Thanks for the prompt reply...


When I phoned up, they said that they could see that the tariff had been changed, but didn't know why... what a surprise !!


...but will send me a new key in a week with £10 credit on it as an apology...


I still find it incredible that your system cannot update the key / meter automatically!


So if I put electric on my key once a month, then it would take 3 months to update my tariff, yes??


WOW !!


Sean...

E.ON_Company_Representative:_Helena

seanjackdan wrote: »

Hi Helena,


Thanks for the prompt reply...


When I phoned up, they said that they could see that the tariff had been changed, but didn't know why... what a surprise !!


...but will send me a new key in a week with £10 credit on it as an apology...


I still find it incredible that your system cannot update the key / meter automatically!


So if I put electric on my key once a month, then it would take 3 months to update my tariff, yes??


WOW !!


Sean...

Morning seanjackdan,

Thank you for the reply.

It is a bit odd that we couldn't tell you why the tariff had changed, did you speak to the smart PAYG team?

I'm pleased to see we're sending you £10 on a key, so thanks for letting me know about that.

I know three top ups sounds like a lot, but this is why they say just to pop a £1 at a time. It's just the way the meter receives the message.

Thanks again.

Helena

SwanJon

seanjackdan wrote: »

I still find it incredible that your system cannot update the key / meter automatically!

The key meter has no way of communicating except through messages on the key. this works both ways (readings from the meter to the key, to the shop, to a central company, to your supplier, and tariff details back the other way).
there is no sim card or phone line to use.

Smart meters will have the ability to receive & send messages directly.

seanjackdan wrote: »

So if I put electric on my key once a month, then it would take 3 months to update my tariff, yes??

No,

Topping up three times (any amount) on three days is a standard suggestion. Messages can take a day or two to reach the shop (depending on the time of day it was sent). If you always use the same shop (or a small number of shops) it will go there first, and would be available in a day or two - so most likely on your next top up.
If you haven't topped up, or regularly use a range of shops it may not be in the right place.
the first top up would then tell the system which shop to use, then the message would be sent, and picked up on the second or third go.

Messages don't last for ever, and so if you top up every month you should still be OK, but less often and you may miss it.