E.ON Saver Fixed 1 Year v8

Former_E.ON_Company_Representative:_Malc

Deleted_User wrote: »

Unfortunately I've been delayed taking an informed decision on possible tariff change because:
E.ON changed both my meters about a month ago. Unfortunately someone in the back office "forgot" to update my billing record with my new gas meter. Consequently subsequent bills sent to me showed only electricity being used by me and zero gas (the reading on my old meter hadn't moved. I'd hate to think what would have happened E.ON had installed it at another customer - presumably I'd have been charged for their gas usage!). It's taken me 4 phonecalls over the last month to get them to finally update my billing record with the new gas meter. My apparently using zero gas for a month got in the way of my attempt to compare tariffs.

Having finally sorted that, the comparison is complicated because the v8 electricity is dearer per unit than v6 but the gas is cheaper per unit. I don't recall this situation before when considering a tariff change.

Hello picks and sorry for the delay updating your account following the meter exchange.

Delays with these updates aren't unusual. The meter operator for the area fits the new meters and sends us the details via electronic messages. We then need to let a number of third parties know about the change. These include the energy distributors, meter readers and the national databases that hold details of all electricity and gas meters in the country. Usually, this is also done via a series of electronic messages.

I say usually because, if the gas comes through an Independent Gas Transporter (IGT), the updates are done manually. This adds to the delay.

You should still have been able to do a tariff comparison both with us and with the other suppliers. Details of past usage are on the Annual Summaries we send or in the Quote and MiData tools on the website. If you pop these figures in to the relevant comparison sites, you'll be able to see how the different options stack up against each other. I appreciate the latest month will be estimated as far as the gas is concerned but this will still give you an idea.

Totally understand, with one fuel being more expensive than the current tariff and the other cheaper, how this might complicate the matter on first view. Using the comparison sites helps balance this out by giving an overall estimate of the annual cost for each tariff.

Just a heads up and I don't think this applies to you but, if you had chosen a tariff from us when organising the meter exchange, we'll have honoured this even if it had been withdrawn from sale by the time the new meter details had been updated. The chosen tariff would've been backdated to the day the meters were exchanged.

Sorry again for the delay updating the account with details of the new meters picks.

Malc

Former_E.ON_Company_Representative:_Malc

nicobrum wrote: »

Thanks Malc, I suspect unfortunately the skewed usage will remain until after the beginning of January next year (albeit at a lower level as after the beginning of May the higher electricity usage from the middle of March 2016 will drop off) because of the increased electricity usage from last October until the beginning of January. That said, I've always found customer services helpful in situations like this so should hopefully be able to avoid an ongoing inflated DD until then.

The only issue I have had recently relates to the fact that as a result of adding meter readings on the 24 March, my account now states it is undertaking the annual review which is not actually due until the 8 May. Seems strange as the meter readings for the quarterly bill for then aren't needed until the 24 April. I'm sure I've seen at least one post about this previously on the forum. Not a major issue as CS advised that the DD could remain the same in the circumstances for the remaining two DD before that date. I was advised it would probably be best not to add any more meter readings until after the DD is taken at the beginning of May to avoid May's DD being possibly increased when not needed.

Hello nicobrum and glad we've been looking after you.

I agree, the usage won't even out until later. Giving us monthly readings will help as they'll feed in to the system and eventually better reflect your current usage.

Understand where you're coming from about the annual review for the Monthly Direct Debit. With a review due on 8 May 17, we should be looking for readings at the start of the billing window (14 days either side of the bill date for quarterly billed accounts) on 24 April 17. This date, though, is an indication of when the review is due. It can change a little depending on when within the billing window we receive readings. Also, as we approach the annual review, we lock down the system to stop too many changes as these could skew the predicted arrangement for the next 12 months. This could be affecting the review date too.

I'm guessing a lot here and could be off track. As our advisor said, as we approach the annual review, the two payments due immediately before won't be changed.

After the review, you can take more control of the arrangement through the Direct Debit Manager on our website. This includes being able to change the monthly payment to better suit different circumstances. Given the situation with your new boiler, this could help you make sure your payments are in line with the expected lower usage as you go through the year.

Provided you've registered with our website and the account is billed up to the latest meter readings, payments can be changed by up to 20 per cent up or down. By up to 5 per cent up or down without readings. Before confirming the new amount, we'll let you know by how much we expect the account to be in credit/debit if the payments are changed but usage doesn't alter as expected.

Sorry if my guesswork is off track nicobrum but hope the above is useful.

Malc

[Deleted User]

E.ON_Company_Representative:_Malc wrote: »

I say usually because, if the gas comes through an Independent Gas Transporter (IGT), the updates are done manually. This adds to the delay.

You should still have been able to do a tariff comparison both with us and with the other suppliers. Details of past usage are on the Annual Summaries we send or in the Quote and MiData tools on the website. If you pop these figures in to the relevant comparison sites, you'll be able to see how the different options stack up against each other. I appreciate the latest month will be estimated as far as the gas is concerned but this will still give you an idea.

During the four lengthy phonecalls over a period of a month no one told me about Independent Gas Transporter which, from your description, sounds like they're a hangover from the Flintstone era. Is there any plan to bring their system into the 21st century?

My problem about contemplating a switch during the "no gas bill month" was that initially, only looking at the total bill amount, I was delighted thinking how cheap my new tariff was - so why think about switching? Bear in mind that the E.ON people I spoke to during this time kept assuring me that both meters had been registered so, with such low bills on my latest tariff, I stopped researching the new tariff. Also bear in mind that, for some inexplicable reason, E.ON has abruptly stopped sending me emails of new tariffs as and when they come out. When I asked "why" they said words to the effect, "bad luck, you just have to keep logging onto our website to find out". Knowing that some new tariffs sometimes are only on offer for a few days, this means that E.ON are effectively telling me to log on daily in case a better offer is only available that day. Do E.ON think I have nothing better to do than log on daily? Why are they refusing to send out an email when a new tariff is on offer?

Raxiel

Deleted_User wrote: »

During the four lengthy phonecalls over a period of a month no one told me about Independent Gas Transporter which, from your description, sounds like they're a hangover from the Flintstone era. Is there any plan to bring their system into the 21st century?

My problem about contemplating a switch during the "no gas bill month" was that initially, only looking at the total bill amount, I was delighted thinking how cheap my new tariff was - so why think about switching? Bear in mind that the E.ON people I spoke to during this time kept assuring me that both meters had been registered so, with such low bills on my latest tariff, I stopped researching the new tariff. Also bear in mind that, for some inexplicable reason, E.ON has abruptly stopped sending me emails of new tariffs as and when they come out. When I asked "why" they said words to the effect, "bad luck, you just have to keep logging onto our website to find out". Knowing that some new tariffs sometimes are only on offer for a few days, this means that E.ON are effectively telling me to log on daily in case a better offer is only available that day. Do E.ON think I have nothing better to do than log on daily? Why are they refusing to send out an email when a new tariff is on offer?

As far as I can see, IGT's are another example of the wonders of free market capitalism. They offer to hook up new housing developments for less than the national grid do, so the developer gets to make a saving on their construction costs, and who cares if it leaves the eventual occupiers of the properties with more expensive and inconvenient gas supplies? If they don't like it they can always move. </sarcasm>

Not to defend E.on too much, the withdrawal of price alerts irritated me too when I was still a customer of theirs. And on that subject. Malc, as a non-customer, how come I can't sign up for a new tariff alert? The right deal could bring me back.

phillw

Raxiel wrote: »

As far as I can see, IGT's are another example of the wonders of free market capitalism. They offer to hook up new housing developments for less than the national grid do, so the developer gets to make a saving on their construction costs, and who cares if it leaves the eventual occupiers of the properties with more expensive and inconvenient gas supplies? If they don't like it they can always move. </sarcasm>

If you're buying a property and something about it is different then it's usually a sign that you'll have problems. Whether it's a shared drive way or a lease hold house.

Raxiel

phillw wrote: »

If you're buying a property and something about it is different then it's usually a sign that you'll have problems. Whether it's a shared drive way or a lease hold house.

True, but those sort of things are usually obvious. Given the number of times it crops up on this board, the complications from an IGT supply are not well known.

Former_E.ON_Company_Representative:_Malc

Deleted_User wrote: »

During the four lengthy phonecalls over a period of a month no one told me about Independent Gas Transporter which, from your description, sounds like they're a hangover from the Flintstone era. Is there any plan to bring their system into the 21st century?

My problem about contemplating a switch during the "no gas bill month" was that initially, only looking at the total bill amount, I was delighted thinking how cheap my new tariff was - so why think about switching? Bear in mind that the E.ON people I spoke to during this time kept assuring me that both meters had been registered so, with such low bills on my latest tariff, I stopped researching the new tariff. Also bear in mind that, for some inexplicable reason, E.ON has abruptly stopped sending me emails of new tariffs as and when they come out. When I asked "why" they said words to the effect, "bad luck, you just have to keep logging onto our website to find out". Knowing that some new tariffs sometimes are only on offer for a few days, this means that E.ON are effectively telling me to log on daily in case a better offer is only available that day. Do E.ON think I have nothing better to do than log on daily? Why are they refusing to send out an email when a new tariff is on offer?

Afternoon picks.

Your gas might not come through an Independent Gas Transporter (IGT). I was speculating previously to try to give as full a picture as possible. You can see if it does by looking at the gas Meter Point Registration Number on your bills. If it starts with 74, 75, 76 or 77, your gas will be provided by an IGT. Anything else and it won't come through an IGT.

Most of the UK gas is delivered by National Grid, Northern Gas Networks, Scotland Gas Networks, Southern Gas Networks or Wales and West Utilities. IGTs are smaller gas network operators who also deliver gas to properties. It's more likely an IGT will deliver the gas if a property was built after 1995 when the market was opened up to competition. Builders or property developers decide who installs a gas connection and they'll choose either an IGT or one of the older transporters as above. Any changes to this set up will be overseen by the energy regulator.

We introduced Price Alerts about four years ago but only on certain fixed tariffs. For instance, Collectives weren't part of this scheme. Whilst alerts were reasonably well received, they weren't universally popular so we've taken a commercial decision not to offer them on recent tariffs. This is part of the ongoing product review Helena and I have spoken about on other threads. This review is not only about prices but how we reach customers through all our sales channels. We're aiming to freshen up not just our tariffs but how and when we let our customers know about them.

The advisor you spoke to shouldn't have put the suspension of Price Alerts down to 'bad luck' and I'm sorry they told you this. Certainly, our website is a good place to look but there are other channels we use to let customers know about new products. These include media advertising, messages on bills, mailshots, social media etc.

You're right about some of our tariffs only being available for a limited period and this contributed to the decision to take Price Alerts away. Typically, customers received these alerts up to 10 days after a new version of the tariff launched. In some cases, emails were being received after the tariff had been removed from sale. This wasn't good service.

At the moment, none of the tariffs we have on sale have Price Alerts. I'm also not aware of any plans to return to this scheme in the immediate future.

Hope this explains picks. As ever, let me know if you need any more information as happy to help.

Malc

Former_E.ON_Company_Representative:_Malc

Raxiel wrote: »

As far as I can see, IGT's are another example of the wonders of free market capitalism. They offer to hook up new housing developments for less than the national grid do, so the developer gets to make a saving on their construction costs, and who cares if it leaves the eventual occupiers of the properties with more expensive and inconvenient gas supplies? If they don't like it they can always move. </sarcasm>

Not to defend E.on too much, the withdrawal of price alerts irritated me too when I was still a customer of theirs. And on that subject. Malc, as a non-customer, how come I can't sign up for a new tariff alert? The right deal could bring me back.

Afternoon Raxiel.

I've just posted a reply to picks above about the recent withdrawal of Price Alerts. Hope this explains our current thinking on this.

Also, the scheme was only ever available to existing customers on certain eligible tariffs. They weren't available on all our products. It was an online service and those who wanted alerts needed to opt in. Once opted in, we'd email when a new version of that particular tariff became available.

Although useful in a number of respects, alerts had their shortcomings so we're looking at the service again as part of our ongoing product review.

As above, as well as our website, we're telling customers about new products and offers through various channels including media advertising, messages on bills, mailshots, social media etc.

Hope this explains Raxiel.

Malc

[Deleted User]

E.ON_Company_Representative:_Malc wrote: »

Your gas might not come through an Independent Gas Transporter (IGT). I was speculating previously to try to give as full a picture as possible. You can see if it does by looking at the gas Meter Point Registration Number on your bills. If it starts with 74, 75, 76 or 77, your gas will be provided by an IGT. Anything else and it won't come through an IGT.

I'm looking at my latest bill for gas and my Gas meter point reference starts with 29 hence IGT is not relevant. So it comes back to someone at E.ON who "forgot" to register my new gas meter and it took me 4 prolonged telephone calls taking over a month to get this shambles corrected.

E.ON_Company_Representative:_Malc wrote: »

We introduced Price Alerts about four years ago but only on certain fixed tariffs. For instance, Collectives weren't part of this scheme. Whilst alerts were reasonably well received, they weren't universally popular so we've taken a commercial decision not to offer them on recent tariffs. This is part of the ongoing product review Helena and I have spoken about on other threads. This review is not only about prices but how we reach customers through all our sales channels. We're aiming to freshen up not just our tariffs but how and when we let our customers know about them.

The advisor you spoke to shouldn't have put the suspension of Price Alerts down to 'bad luck' and I'm sorry they told you this. Certainly, our website is a good place to look but there are other channels we use to let customers know about new products. These include media advertising, messages on bills, mailshots, social media etc.

I can accept that some recipients of price alerts may not have liked to receive them. The solution is simple and obvious:
- offer the unwilling recipients an unsubscribe option: job done and continue sending price alerts to everyone else.
I think it's much more likely that E.ON management were just too sneaky to continue the price alerts. I haven't time to scour every conceivable news media / billboard / social media hoping to uncover an E.ON price gem when a simple direct email is far more effective in alerting me.. Maybe you'll call me a cynic but I suspect that E.ON now put up an attractive price (unpublicised) offer for a few days but hope few people will discover it. So they can brag about wonderful low price tariff offers giving great low-price published ratings. Yet in practice most customers will carry on generating generous revenue for the company as they haven't time to turn Sherlock Holmes to jump through obstacles put in the way by E.ON to uncover such here today / gone tomorrow offers.

brewerdave

Deleted_User wrote: »

Having finally sorted that, the comparison is complicated because the v8 electricity is dearer per unit than v6 but the gas is cheaper per unit. I don't recall this situation before when considering a tariff change.

This situation certainly arose ~ 18 months ago when various collective tariffs were being launched with EON as supplier - gas price per kwh seemed to come down every time but not so for leccy prices.