EON Customer Service

anneliza

Hi
Is the EON rep available to advise?
I had a Smart Meter fitted in early July. My online account shows no record of this and I keep getting emails from EON asking me to give the readings from the old meter. This was done by the meter fitter at the time and subsequently by me on six occasions. EON have not responded. There is no online record of my Smart Meter
either. For the record I am an economy 10 customer who was told if the smart meter was not fitted our tarif would be switched to the same rate for 24 hours. My house runs on storage heaters so this was not an option.

Former_E.ON_Company_Representative:_Malc

anneliza wrote: »

Hi
Is the EON rep available to advise?
I had a Smart Meter fitted in early July. My online account shows no record of this and I keep getting emails from EON asking me to give the readings from the old meter. This was done by the meter fitter at the time and subsequently by me on six occasions. EON have not responded. There is no online record of my Smart Meter
either. For the record I am an economy 10 customer who was told if the smart meter was not fitted our tarif would be switched to the same rate for 24 hours. My house runs on storage heaters so this was not an option.

Hello anneliza and I'd expect your account to be updated with the new meter details any time now.

It can take a few weeks to alter our systems following a meter exchange. The meter operator for your area will have fitted the meter and sent us the details via an electronic message. The time taken to send this varies depending on who the meter operator is. We then need to let a number of third parties know about the change. These include the electricity distributor, meter readers and the national database that records details of all electricity meters in the country. This is also done via a series of electronic messages.

Once all is through, your online account will automatically update with the new details and you'll be able to enter readings through our website as before. Messages asking for readings for the old meter will also stop.

With the billing, the technician would've sent us the closing readings from the old meter and the opening readings from the new meter. We'll base the billing on these. If this results in a debit balance, we'll be happy to look at spreading this over a more manageable period. If you have a Monthly Direct Debit, we'll include the balance in the monthly payments. Alternatively, to stop a debit balance building, you can make payments to the account now. These will be offset against the bill once raised.

Hope this explains anneliza.

Malc

anneliza

Hi thank you for your swift and comprehensive response. I do not understand however the need to submit meter readings from my Smart Meter as I was under the impression this data was transmitted to you on a regular basis. The time period is now over seven weeks, I have on several occasions submitted the final readings from the old meter but these have been ignored by EON.
I have tried submitting 0 readings in the hope of eliciting a response but the automated response states that the system cannot cope with zero readings. I have no other information to give EON but they are still hounding me for current readings.

Former_E.ON_Company_Representative:_Malc

anneliza wrote: »

Hi thank you for your swift and comprehensive response. I do not understand however the need to submit meter readings from my Smart Meter as I was under the impression this data was transmitted to you on a regular basis. The time period is now over seven weeks, I have on several occasions submitted the final readings from the old meter but these have been ignored by EON.
I have tried submitting 0 readings in the hope of eliciting a response but the automated response states that the system cannot cope with zero readings. I have no other information to give EON but they are still hounding me for current readings.

Absolutely right anneliza. With smart meters, you don't need to read the meter yourself. The meter sends readings to us automatically via electronic messages. This is usually done on a monthly basis but many MSE users like to do this more frequently so thought I'd mention the option. Don't worry, if monthly is okay, you don't need to send us further readings.

As I mentioned yesterday, there's a delay between exchanging the meter and fully updating our systems. During this time you won't be able to enter meter readings online. Please ignore our emails asking for readings. These emails will stop once all is through. Once done, you'll be able to see the new meter serial number on your online account (meter reading page). As soon as it's there, you'll be able to enter readings if you wish. If not, your smart meter will send them to us and your online account will be automatically updated.

Sorry I didn't make this clearer yesterday anneliza.

Malc

anneliza

Thank you, I will await developments.
anneliza

sturton

Hi there

Can anyone at E-on help? I have just switched my Down’s Syndrome brother’s gas and elec to E-on from SSE through MSE and received an email from E-on saying it’s going ahead. However they have quoted the wrong address - it's flat 9 of a block of flats on a certain road, not the stand alone no 9 house on that road. My brother lives in the former; the switch is about to take place for the latter. Gah!

It’s depressing to get off to such a bad start with E-on. I tried ringing E-on but there is no option to press for this sort of thing - the nearest option seems to be "Moving Home". So I am not sure which number option to press after ringing the main tel number quoted on the Switch email for me to report anything incorrect about the details.

I have rung twice today and held for a long time. Each time, I am cut off after 20 minutes.

I also wonder whether E-on has a dedicated telephone number or department for vulnerable customers?

Any help appreciated. I don't want this to turn into a right old mess so early...

Thanks.

Former_E.ON_Company_Representative:_Malc

anneliza wrote: »

Thank you, I will await developments.
anneliza

You're welcome anneliza. Happy to help.

Malc

Former_E.ON_Company_Representative:_Malc

sturton wrote: »

Hi there

Can anyone at E-on help? I have just switched my Down’s Syndrome brother’s gas and elec to E-on from SSE through MSE and received an email from E-on saying it’s going ahead. However they have quoted the wrong address - it's flat 9 of a block of flats on a certain road, not the stand alone no 9 house on that road. My brother lives in the former; the switch is about to take place for the latter. Gah!

It’s depressing to get off to such a bad start with E-on. I tried ringing E-on but there is no option to press for this sort of thing - the nearest option seems to be "Moving Home". So I am not sure which number option to press after ringing the main tel number quoted on the Switch email for me to report anything incorrect about the details.

I have rung twice today and held for a long time. Each time, I am cut off after 20 minutes.

I also wonder whether E-on has a dedicated telephone number or department for vulnerable customers?

Any help appreciated. I don't want this to turn into a right old mess so early...

Thanks.

Hello sturton and welcome to the Forums.

As you've just started the switch, it'll still be in the cooling off period (lasts 14 days from when you applied through MSE). This means you can cancel the changeover now without any impact on your brother's situation. His account will stay with SSE and continue as before. To do this, please phone the number in the 'contact us' section of our website under the heading 'if you've just changed supplier.' Alternatively, you can use our online Live Chat service or our social media channels, twitter and Facebook (private messages can be used to protect your security if you use these channels).Advisors are available on all these channels from 8am to 8pm Monday to Friday and between 8am and 6pm Saturdays.

I'd do this as soon as you can. Once this goes beyond the cooling off period, things become a bit more complicated and can take longer to sort.

I suspect this has happened because of a mix up on the National Databases that hold details of all energy meters in the country. All suppliers use these databases when putting through a change of supply. Sometimes the meter details for a particular property are logged against the wrong address. This can lead to what's known as an Erroneous Transfer where a supplier applies for the wrong account, particularly when two addresses are similar as in your brother's case.

To stop this happening again, the databases will need updating to make sure the right meter details are attached to the correct addresses. Only the existing supplier is allowed to do this. I'd recommend letting SSE have the meter serial numbers from your brother's home (please use the numbers from the meters themselves and not from any bills or correspondence) and ask them to make the necessary amendments. Once all's sorted, you'll be able to change your brother's supplier without difficulty whether that's to us or to another company.

Hope this helps point you in the right direction sturton.

Malc [FONT=&quot]
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newatc

E.ON_Company_Representative:_Malc wrote: »

As I mentioned yesterday, there's a delay between exchanging the meter and fully updating our systems.

Malc

And this is acceptable?

Former_E.ON_Company_Representative:_Malc

newatc wrote: »

And this is acceptable?

Understand where you're coming from newatc but, as this involves a number of third parties as I mentioned above (#2), much of this is largely outside of our control. All suppliers are faced with similar time frames as these methods of working are industry wide.

I agree, be good for all concerned (customers, suppliers and these third parties) if things were quicker but, at the moment, we all have to work with what we have.

Malc

sturton

Dear Malc

Thank you for your response. This morning Livechat directed me to phone and despite my misgivings, a very helpful person answered swiftly and helped me with the address difficulty, noted that bruv was a vulnerable resident and set us up for the Warm Home Discount in due course. Assuming everything works out as promised, very pleased. Thanks again.

Cheers, sturton