E.ON Saver Fixed 1 Year v8

Former_E.ON_Company_Representative:_Malc

Deleted_User wrote: »

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.
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.

Many thanks for the feedback picks. I'll be happy to pass this on.

Malc

Former_E.ON_Company_Representative:_Malc

brewerdave wrote: »

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.

You're right brewerdave. This isn't unusual. Previous tariffs with us, including some Collectives, saw the two fuels changing at different rates. As you know, best to pop usage in kWh in to the independent comparison sites. These will give a better overall picture of what you can expect to pay over the course of an agreement at that level of usage as well as seeing how this stacks up against other tariffs both with us and with the other suppliers.

Malc

FOREVER21

Hi Malc

I have just received my quarterly bill from E-On I am on Fixed Saver v7 , the bill shows I am on the best tarrif for gas but shows I could make a modest saving for electricity by changing to Fixed Saver v8.

Can you be on 2 separate tariffs for gas and electric? and if so how is it done.

When I use the options on my account on line and click change tariff it goes on to change both fuels.
Any advice would be welcome.

Former_E.ON_Company_Representative:_Malc

FOREVER21 wrote: »

Hi Malc

I have just received my quarterly bill from E-On I am on Fixed Saver v7 , the bill shows I am on the best tarrif for gas but shows I could make a modest saving for electricity by changing to Fixed Saver v8.

Can you be on 2 separate tariffs for gas and electric? and if so how is it done.

When I use the options on my account on line and click change tariff it goes on to change both fuels.
Any advice would be welcome.

Morning FOREVER21 and sorry but you won't be able to do this.

We don't do gas only tariffs except with our standard variable Energy Plan. Whilst our fixed tariffs generally have an electricity only option (including those currently on sale), this isn't the case with gas.

Sorry I can't give you more helpful information this time FOREVER21 .

Malc

FOREVER21

E.ON_Company_Representative:_Malc wrote: »

Morning FOREVER21 and sorry but you won't be able to do this.

We don't do gas only tariffs except with our standard variable Energy Plan. Whilst our fixed tariffs generally have an electricity only option (including those currently on sale), this isn't the case with gas.

Sorry I can't give you more helpful information this time FOREVER21 .

Malc

Thanks Malc,

I think I understand, but why then show on the bill that I could get a cheaper deal when in fact it is not available. doesn't make sense to me.

Former_E.ON_Company_Representative:_Malc

FOREVER21 wrote: »

Thanks Malc,

I think I understand, but why then show on the bill that I could get a cheaper deal when in fact it is not available. doesn't make sense to me.

That's a very good point FOREVER21. To be honest, I wasn't aware of this until you spoke about it. I'll look in to this and give feedback about the 'could you pay less' message.

Thanks for bringing this to my attention.

Malc

[Deleted User]

E.ON_Company_Representative:_Malc wrote: »

Many thanks for the feedback picks. I'll be happy to pass this on.

I've got further feedback today:

1. Around 11 April I went online to my E.ON account and elected to switch tariff to v8. I went through the motions and assumed I had switched.
2. I logged on today to find the switch hadn't taken place. I phoned E.ON and, to my delight, I only had to wait a couple of minutes before I got through to a live person. Well done E.ON!
3. Unfortunately, the rep told me there was no record of the switch to v8. Fortunately v8 was still available today so, while still on the phone, I immediately initiated an online switch. The E.ON online system was extremely slow and, after waiting some 15 minutes, it just hung and didn't complete the switch.
4. The rep stayed on the phone but couldn't explain the hang problem. I asked them to switch me by phone. For this they needed meter readings and contacted the smart meter centre for readings. After waiting up to 10 minutes, smart centre were unable to get my gas reading at all. I then provided a gas reading (in kWh) from my in-home display to avoid further delays.
5. The rep then went through the obligatory bureaucracy of asking me questions and reading huge amount of information for a further 10 minutes or so. I already had all the info, but E.ON mandate their reps must read it to me.
6. All this time I was desperately trying to get the website to switch me to speed things up, but it continued to hang and nothing I did got it moving.
7. Finally my tariff got switched over the phone, having wasted about 45 minutes because of:
   - E.ON's inability to get a smart gas meter reading. Despite new gas meter having been fitted on 28 February it seems E.ON's "smart" systems still have problems reading it, and
   - E.ON's website failed to do an online tariff switch.

I have a screen print showing where the E.ON website hung for around 30 minutes and failed to switch me. Who can I send this to for the IT people to explain the system failure?

Former_E.ON_Company_Representative:_Malc

Deleted_User wrote: »

I've got further feedback today:

1. Around 11 April I went online to my E.ON account and elected to switch tariff to v8. I went through the motions and assumed I had switched.
2. I logged on today to find the switch hadn't taken place. I phoned E.ON and, to my delight, I only had to wait a couple of minutes before I got through to a live person. Well done E.ON!
3. Unfortunately, the rep told me there was no record of the switch to v8. Fortunately v8 was still available today so, while still on the phone, I immediately initiated an online switch. The E.ON online system was extremely slow and, after waiting some 15 minutes, it just hung and didn't complete the switch.
4. The rep stayed on the phone but couldn't explain the hang problem. I asked them to switch me by phone. For this they needed meter readings and contacted the smart meter centre for readings. After waiting up to 10 minutes, smart centre were unable to get my gas reading at all. I then provided a gas reading (in kWh) from my in-home display to avoid further delays.
5. The rep then went through the obligatory bureaucracy of asking me questions and reading huge amount of information for a further 10 minutes or so. I already had all the info, but E.ON mandate their reps must read it to me.
6. All this time I was desperately trying to get the website to switch me to speed things up, but it continued to hang and nothing I did got it moving.
7. Finally my tariff got switched over the phone, having wasted about 45 minutes because of:
   - E.ON's inability to get a smart gas meter reading. Despite new gas meter having been fitted on 28 February it seems E.ON's "smart" systems still have problems reading it, and
   - E.ON's website failed to do an online tariff switch.

I have a screen print showing where the E.ON website hung for around 30 minutes and failed to switch me. Who can I send this to for the IT people to explain the system failure?

Hello picks and many thanks for the feedback.

I'm sorry you had these issues and delays when changing tariff. This was down to a series of very serious system issues and outages we experienced on and around the dates you mention. Our IT people are fully engaged with sorting these out both in the short and longer term. The 'hanging' issue was a particular problem during this time and affected both our internal systems and the website. Thanks, too, for the offer to send a screen shot but our IT people are on top of this and have put fixes in place to sort the problem.

Smart systems were also impacted by these and related issues. Again, fixes have been put in place to sort these out.

Totally understand the tedious nature of switches when doing over the phone. The information our advisors give out when putting these through is part of our regulatory obligations. They've no choice but to go through all these details. Failure to do this has serious consequences for both the advisor and the company.

Thanks for your patience picks and glad you're now on the tariff you originally tried to switch to on 11 April.

Malc

[Deleted User]

E.ON_Company_Representative:_Malc wrote: »

I'm sorry you had these issues and delays when changing tariff. This was down to a series of very serious system issues and outages we experienced on and around the dates you mention. Our IT people are fully engaged with sorting these out both in the short and longer term. The 'hanging' issue was a particular problem during this time and affected both our internal systems and the website. Thanks, too, for the offer of to send a screen shot but our IT people are on top of this and have put fixes in place to sort the problem.

Smart systems were also impacted by these and related issues. Again, fixes have been put in place to sort these out.Malc

Thanks Malc. I did raise the problems formally in an email with an attachment showing the screen which wasn't working. E.ON's Self Serve Support Team responded saying they can't download attachments.They don't seem to know anything about all the E.ON IT problems you mention. Instead, they're effectively saying it's me being naive as they seem to consider I'm not competent to use a web browser. Their suggestions included:

1. try a different web browser in the first instance such as one from the following list
   • try increasing the Zoom Level of your Internet browser
   So they're just treating me like a child who is still learning how to browse a website instead of checking, as you did, for any IT problems at E.ON's end. I've got the name of the E.ON person who responded to me but I don't want to publish it publicly here.

Raxiel

Looks like Saver v8 has now been replaced with Saver v9.

Youch! BIG increase on the electricity and a not inconsiderable increase on the gas for my region (EM)

About £75 more than v8 and £200 more than what I'm on now.

(There's also a new fixed v22 tariff with no exit fees that costs more, and the 2 year fix seems to have gone.)