Eon gas meter switch problems

sarah1972

Meghanjrobinson reported for spamming the boards

System

Yes I know they are big customers.I was referring ONLY to Npower and Scottish Power.Two companies who are creating havoc with their customers due to running their businesses in slipshod manner.Eon, (German ) and EDF (French ) are the two suppliers I recommend to some customers looking for a retreat from their misery. I work for Scottish Power quite a lot and hear it at first hand all through the day, problems problems problems. Its not good enough. I would like these two suppliers to depart the UK personally They are not up to the job. .Npower has been predicted for a few years to be going bust anyway AND they have the worst record for revenue protection of the big six.Any of their customers thieving energy will get away with it as Npower make virtually zero attempts to stop it. This in info I received from a very senior BG RPU boss . Npowers thieving customers get passed on to us to pay for it in the long run. Scottish Power are also poor , so poor they have to use BG RPU to manage their revenue protection on gas.
P.S. I read from another poster (Rabidinium ) that Scottish Power are now cleared of all their billing problems. I hope they are because they have some excellent tariffs now and I may well recommend them to new customers if I get some more positive feedback
I do not now work for G4S but Morrisons Data Services MDS who are owned by a "holding " ( whatever that is ) company called First Reserve. G4S are as bad as Npower in managing their meter reading arm and have flogged us to avoid going bankrupt I believe

System

Raxiel wrote: »

Malc, I had a Secure Liberty 100 smart (and matching gas) installed last December and the technician didn't leave me any paperwork for the meter, just a leaflet for the IHD. Should I have had one?

I had to figure out using this guide from Utilita to work out what button did what: http://www.utilita.co.uk/downloads/SMET-User-Guide-DUAL-FUEL.pdf

I m a meter reader and see the Secure Liberty meter quite often nowadays,that meter is a nightmare, why have they made such a complex meter for the general public. Its awful.The granddads and grannies, and the younger ones too are totally baffled by the thing.Many meter readers are getting the gas reading incorrect too as it shows gas reading in kwhs ! best advice is to press button 9 once only to set it scrolling through the screens .The second screen should be the reading screen for gas and electric.Gas will show M3 on the reading screen.You dont have long to spot the read neither and the electric read shows 7 digits, so a new meter will have several zeros in front of it. You only need five digits, so two of the leading zeros must be omitted.

SammenForLivet2

Comment?

To be honest, Hengus, I agree to a point. Some suppliers, like British Gas have invested (decision is quite easy when your a large supplier) in automation for a lot of the work required to complete MEX's(Meter Exchanges) or have off-shored the work, and so when a MEX occurs, it tends to be updated and completed within a reasonable timeframe on to the industry databases, such as ECOES and XO-Serve. E.ON have a lovely team from what I know in Bedford who are very good at getting things updated and flows issued.

However, from what I know some of the other big six suppliers haven't invested. A few of the smaller independents, e.g: OVO and FU have basically outsourced entirely the data management and smart roll out program. When I used to work for a small supplier, the flows all had to be manually issued and rarely did MEX's go smoothly. It will be interesting to see how things go. I suspect that most suppliers will choose to outsource there smart roll out programs.

SammenForLivet2

House_Martin wrote: »

Yes I know they are big customers.I was referring ONLY to Npower and Scottish Power.Two companies who are creating havoc with their customers due to running their businesses in slipshod manner.Eon, (German ) and EDF (French ) are the two suppliers I recommend to some customers looking for a retreat from their misery. I work for Scottish Power quite a lot and hear it at first hand all through the day, problems problems problems. Its not good enough. I would like these two suppliers to depart the UK personally They are not up to the job. .Npower has been predicted for a few years to be going bust anyway AND they have the worst record for revenue protection of the big six.Any of their customers thieving energy will get away with it as Npower make virtually zero attempts to stop it. This in info I received from a very senior BG RPU boss . Npowers thieving customers get passed on to us to pay for it in the long run. Scottish Power are also poor , so poor they have to use BG RPU to manage their revenue protection on gas.
P.S. I read from another poster (Rabidinium ) that Scottish Power are now cleared of all their billing problems. I hope they are because they have some excellent tariffs now and I may well recommend them to new customers if I get some more positive feedback
I do not now work for G4S but Morrisons Data Services MDS who are owned by a "holding " ( whatever that is ) company called First Reserve. G4S are as bad as Npower in managing their meter reading arm and have flogged us to avoid going bankrupt I believe

Interesting comments House Martin. I agree BGR's RPU is good, to be honest though it's still quite a small team and analytics drive it.Nice to see they haven't cut it. If you really want to steal energy, you would just join a smaller supplier. But, I believe DNO's also have revenue protection units too. Didn't know the name has changed. We still refer to G4S on industry databases. Npower I believe (although this may have been in a state of change) was being prepared to be put up for sale. Recently though, I've heard quite a few of our customers say they have some good offers particularly given they offer the WHD. Do like the automated person they have on the telephone's accent though.

Wish there was an easier way for customers to read E.ON and Liberty 100 meters. How many times KWH are being submitted by customers rather than M3 is amazing I've been told pressing six could be a solution. Really would have hoped that E.ON (who normally provide great care) could have put a faq guide up on the website with instructions for there various smart meter types. Or, is there a direct line for the Smart team?

System

SammenForLivet2 wrote: »

Interesting comments House Martin. I agree BGR's RPU is good, to be honest though it's still quite a small team and analytics drive it.Nice to see they haven't cut it. If you really want to steal energy, you would just join a smaller supplier. But, I believe DNO's also have revenue protection units too. Didn't know the name has changed. We still refer to G4S on industry databases. Npower I believe (although this may have been in a state of change) was being prepared to be put up for sale. Recently though, I've heard quite a few of our customers say they have some good offers particularly given they offer the WHD. Do like the automated person they have on the telephone's accent though.

Wish there was an easier way for customers to read E.ON and Liberty 100 meters. How many times KWH are being submitted by customers rather than M3 is amazing I've been told pressing six could be a solution. Really would have hoped that E.ON (who normally provide great care) could have put a faq guide up on the website with instructions for there various smart meter types. Or, is there a direct line for the Smart team?

BG s RPU team is huge and countrywide.They unearth nearly all the thieving (on gas at least )in the UK.OFGEM have supposed to have cracked down on suppliers who are not reporting energy theft. I work for Utility Warehouse and Spark Energy as well as 4 of the big 6 and those two beauties are attracting a larger proportion of thieves than they should. I don t even think they employ RPU people. I had one super thief disconnected a couple of years ago for three meter substitutions ( in his outside box which I monitored ) and eventually Scottish Power took his meter away and capped the supply. However I notice hes back on supply now with a new legal meter in place, which is now fiddled of course. He just changed the account name to get around the £6 k he owes Scottish Power.The new supplier is non other than Ecotricity lol, more free energy from the ex hippy supplier. I ve emailed Ecotricity 3 months ago about this but here we are not far off through the winter and that thief has got away with it again. so far as nothing has been done.Seems like theft of energy does not count as a criminal offence. The gas supply should be completely dug up until Scot Power get their money

Former_E.ON_Company_Representative:_Malc

E.ON_Company_Representative:_Malc wrote: »

Hello SammenForLivet2 and sorry you find reading our Smart Meters challenging.

We use several different makes of Smart Meter and instructions are left by the technician doing the installation. I don't have any guides as such but there's information on our website that might help including some videos.

We've separate teams dedicated to all things Smart and they'll also be happy to help. Contact details are on our website.

Malc

Raxiel wrote: »

Malc, I had a Secure Liberty 100 smart (and matching gas) installed last December and the technician didn't leave me any paperwork for the meter, just a leaflet for the IHD. Should I have had one?

I had to figure out using this guide from Utilita to work out what button did what: http://www.utilita.co.uk/downloads/SMET-User-Guide-DUAL-FUEL.pdf

Sorry Raxiel. It was instructions for the In House Display I meant. Technicians should, though, go through the meter and answer any questions you might have at the time. Totally appreciate, sometimes things come to mind later and our Smart Meter teams are on hand if you need them. There's also some useful stuff on our website.

Malc

Former_E.ON_Company_Representative:_Malc

SammenForLivet2 wrote: »

To be honest, Hengus, I agree to a point. Some suppliers, like British Gas have invested (decision is quite easy when your a large supplier) in automation for a lot of the work required to complete MEX's(Meter Exchanges) or have off-shored the work, and so when a MEX occurs, it tends to be updated and completed within a reasonable timeframe on to the industry databases, such as ECOES and XO-Serve. E.ON have a lovely team from what I know in Bedford who are very good at getting things updated and flows issued.

However, from what I know some of the other big six suppliers haven't invested. A few of the smaller independents, e.g: OVO and FU have basically outsourced entirely the data management and smart roll out program. When I used to work for a small supplier, the flows all had to be manually issued and rarely did MEX's go smoothly. It will be interesting to see how things go. I suspect that most suppliers will choose to outsource there smart roll out programs.

SammenForLivet2 wrote: »

Wish there was an easier way for customers to read E.ON and Liberty 100 meters. How many times KWH are being submitted by customers rather than M3 is amazing I've been told pressing six could be a solution. Really would have hoped that E.ON (who normally provide great care) could have put a faq guide up on the website with instructions for there various smart meter types. Or, is there a direct line for the Smart team?

Glad you like the team in our Bedford offices SammenForLivet2. They're a dedicated bunch.

Take your point about kWh being sent in as cubic metres. This is something I know has been raised internally here.

There's quite a bit of information about Smart Meters on our website but I like the idea of a FAQ section about reading the different types of meter we use. This is something I'll raise with the website people. Thanks for the suggestion. In the meantime, yes, there's a direct line to our Smart Meter teams. The number's on our website.

Hope this is of interest.

Malc

tgon

Back nicely with E.ON after a year with Ovo. So helpful at E.ON and they arranged to replace my smart meters in a couple of weeks over smart meters installed via Ovo just one year ago. I hadn't realised the wastefulness of smart meter incompatibility from supplier to supplier and surprised Ofcom are seemingly okay about it. Someone is paying for this dearly - either customers or taxpayers.

Former_E.ON_Company_Representative:_Malc

Nice to have you back tgon and glad we've been looking after you.

The Smart Meter situation is something we're working to improve so customers can change supplier without losing smart capability. The industry is setting up a central database to look after the Smart network for all suppliers. Not sure when it'll be fully up and running all over the country.

Malc