Switching - poor website account setup

BazPD

Recently switched from SSE to npower where meter readings were inaccurate and misleading.
Switched to e-on, avoiding exit charges at npower (thanks to Resolver), due to poor management of my npower account.
e-on website would not accept meter readings when requested! I thought switching was easy! it's not - it is hard work because of poor website interfaces for customers.
Anyone experienced similar?
Kind regards,
Baz

Robin9

When I was with E.on I found their website straightforward and never had any issues with meter readings.

When you say would not accept when requested were there entry fields for your readings or did it reject them ?

[Deleted User]

It might be that your online account hasn't been completely setup.
Exactly when did E.ON start providing your energy?
Are you trying to enter your start reading or add additional readings?
I've just left E.ON after 2 years and had no issues entering readings once the account was fully opened.

Former_E.ON_Company_Representative:_Malc

BazPD wrote: »

Recently switched from SSE to npower where meter readings were inaccurate and misleading.
Switched to e-on, avoiding exit charges at npower (thanks to Resolver), due to poor management of my npower account.
e-on website would not accept meter readings when requested! I thought switching was easy! it's not - it is hard work because of poor website interfaces for customers.
Anyone experienced similar?
Kind regards,
Baz

Morning Baz and welcome to the Forums.

I suspect gsmlnx has hit the nail on the head. During and immediately after a switch to us, meter readings can't be entered online as this part of the system is locked down whilst the account comes over. We've a specialist team who look after opening readings following a change of supplier. Best to talk to them. They'll be happy to put the readings through. Contact details are on our website.

Going forward, you'll be able to enter readings and, if you wish, issue your own bills through our website.

As part of a transfer, various pieces of information pass between the two suppliers and certain industry third parties like the energy distributors, meter readers/operators and the national databases. Don't worry, this won't affect the date we start supplying. This will be as advised. It's just that it takes a bit longer before the account is fully up and running. Once all the information's through, everything will be backdated (billing/tariff) to the supply start date.

Hope this explains Baz and have a good day.

Malc

alleycat`

Recently moved to Eon.

I had the same issue.

Asked for Opening readings between x date and y date.

Online system wouldn't accept them on x date.

Eventually it took an Electric reading on the final day of the "opening readings" (y date).

The gas one it has finally taken a reading (10 days after y date) but won't display it even now (although the online chat agents confirm they have it).

27th working day since i moved to them now and it's still not displaying nor has it been sent to my outgoing supplier.

There is a suggestion project "Nexus" is the reason for the gas delay (by someone on here) but Eon have remained pretty tight lipped about what it is.

It hasn't been a great start so far.

The website looks pretty decent (if it ever does work).

Former_E.ON_Company_Representative:_Malc

Robin9 wrote: »

When I was with E.on I found their website straightforward and never had any issues with meter readings.

When you say would not accept when requested were there entry fields for your readings or did it reject them ?

Glad you found our website straightforward Robin9. As above, I suspect the issue is a delay between the supply start date and the account going fully live. This isn't unusual with a change of supplier as information moves between the affected parties at different times. Until all's through, our website will be locked down for certain functions like entering meter readings.

Malc

Former_E.ON_Company_Representative:_Malc

gsmlnx wrote: »

It might be that your online account hasn't been completely setup.
Exactly when did E.ON start providing your energy?
Are you trying to enter your start reading or add additional readings?
I've just left E.ON after 2 years and had no issues entering readings once the account was fully opened.

That's my thought too gsmlnx. Glad you found entering readings online okay whilst you were with us.

Malc

System

The delay in an energy transfer and the setting up an online account is a consequence of the antediluvian industry procedures that underpin the supply and billing of gas and electricity. When I was last with E.oN it took them 5 weeks to set up my online electricity account. When I raised the issue the response was that the timing was in line with industry norms.

FWiW, I have just switched again to a new supplier and my electricity online account was up and running in 10 days from the day of transfer. My gas supply was up and running (confirmed in an e-mail as the supplier does not have an online account system) in 7 days from transfer despite the fact that it involved an IGT and was pre the rollout of NEXUS. Suppliers can, and should, move faster when it comes to the setting up of new accounts if they want more people to switch. Perhaps they don't.

Former_E.ON_Company_Representative:_Malc

alleycat` wrote: »

Recently moved to Eon.

I had the same issue.

Asked for Opening readings between x date and y date.

Online system wouldn't accept them on x date.

Eventually it took an Electric reading on the final day of the "opening readings" (y date).

The gas one it has finally taken a reading (10 days after y date) but won't display it even now (although the online chat agents confirm they have it).

27th working day since i moved to them now and it's still not displaying nor has it been sent to my outgoing supplier.

There is a suggestion project "Nexus" is the reason for the gas delay (by someone on here) but Eon have remained pretty tight lipped about what it is.

It hasn't been a great start so far.

The website looks pretty decent (if it ever does work).

Hello alleycat and sorry you're not happy with the way your account has started off.

I suspect the reason you can't enter meter readings online just yet is similar to that I mentioned in my reply to the OP.

Project Nexus certainly could've added to the delay. This is the name given to an industry regulatory change aimed at improving the UK gas market. It involved the movement of large amounts of data. I posted more about this on another thread at the link below.

https://forums.moneysavingexpert.com/discussion/comment/72639910#Comment_72639910

This is mainly all done now so delays due to this should begin to disappear.

As our Live Chat advisor has said we have the readings, we'll send these to your old supplier but they need to go through a third party (Data Collector) first. The Data Collector checks they're in line with previous readings held for the property. This can add to the delay.

When you say it's now 27 working days since you moved. Is this from the time you started the switch or from the Supply Start Date we've advised?

Sorry if my speculation is off track alleycat but glad you like the look of our website.

Malc

alleycat`

E.ON_Company_Representative:_Malc wrote: »

Hello alleycat and sorry you're not happy with the way your account has started off.

I suspect the reason you can't enter meter readings online just yet is similar to that I mentioned in my reply to the OP.


When you say it's now 27 working days since you moved. Is this from the time you started the switch or from the Supply Start Date we've advised?

Sorry if my speculation is off track alleycat but glad you like the look of our website.

Malc

Hi Malc,

It's 27 working days from the supply start date (not the initial request to transfer to you).

As someone else has stated here (and what i've previously found) is that it usually takes about 10 working days for everything to get sorted from supply start date.

I appreciate you're inside industry standards but you're very far from the normal experience. It looks pretty rubbish from the outside looking in.

My biggest concern is you'll (eon will) end up shoving in some random reading and/or leave the account in limbo.

Certainly nobody i've spoken to so far seems to care one way or the other.

It's also annoying my outgoing supplier will owe me a significant amount of money which i can't get refunded because someone can't enter a 5 digit number into a database.

I do appreciate you taking time to respond as nobody likes to get flak this early in a morning.


EDIT: It's appeared in the last hour.. :T

trickytree1963

Generally Gas reads not appearing on your online account are either missing Meter Technical Details (MTDs) or if your being supplied by a Independent Gas Transporter (IGT). With both of these your new Supplier will have got your readings but they appear as pending with them and when you view your online account they aren't viewable . I understand Nexus will resolve (most) of these issues.