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Smart Meter fitted now boiler broken.

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Smart Meter fitted now boiler broken.

edited 30 November -1 at 1:00AM in Consumer Rights
9 replies 6.2K views
Stum89Stum89 Forumite
3 posts
edited 30 November -1 at 1:00AM in Consumer Rights
First post on here so apologies if there's things I've missed and sorry for the long post.

I was contacted by EON regarding fitting a Smart meter for both my Gas and Electric Supply. I agreed to this and on the 12/01/18 I received a smart meter installation from EON using Morrison Utility Services engineers to carry out the works.

On the morning of my appointment my boiler worked fine, the engineers arrived and carried out the smart meter installation and removed my old meters. After the change I received a phone call while I was at work saying that my boiler wouldn't start up again. They 'purged' my boiler in order to try and resolve this issue with no result. I was then told there is nothing else they can do as they are not trained boiler engineers and was told to contact EON.

I contacted EON and they were apologetic that my boiler wouldn't work and said they requested an engineer to be sent back to my home to try and fix the issue. I was told he was close by and they will contact me at 16:00 to see if the issue was resolved. I waited 2 hours for the engineer to arrive and was called back at 16:00 where I explained the engineer hadn't arrived. EON then contacted Morrison Utility Services to try and find out what was happening and was then told that they are not sending out an engineer as they are not boiler trained. I was confused as to why they said they will send an engineer in the first place then? Completely wasted my time.

I explained to EON that this isn't good enough and they raised a complaint for me regarding my boiler not working after smart meter installation. Around 20 seconds later the person on the phone tried to close the complaint by saying she has done everything she can to try and resolve this and does this satisfy me to close my complaint. I said no, to resolve my complaint would mean my boiler working as they found it. I was then offered £16 in compensation. £6 for the phone calls, £5 for EON failing to complete a smart meter installation successfully and £5 for Morrison Utility Services. I then rejected this feeble offer and opted to speak to someone else. An internal review took place where they ran through my complaint and then said there is nothing they can do and I will need to get a Gas Safe Registered Engineer out to fix this.

I'm furious at the situation and think both EON and Morrison Utility Services have handled the situation poorly. On the letter I received from EON about the installation it said "Before they (Technician) go, they'll check everything's working properly, leave your home as the found it and take away your old meters to be recycled". This has not been the case in the slightest. I have been left with no heating or hot water and now have to arrange engineers to come and sort it out myself and I've been offered only £16 for my troubles?!

I have contacted my Home insurance who sent an engineer out and they came to the conclusion that EON have indeed broken my boiler with the new smart meter installation. But my insurance are now saying they are not able to cover me as a Third Party broke my boiler?

So neither EON, Morrison or Insurance are saying they can fix this?

Surely someone is liable for this?!

Any information will be greatly appreciated!

Replies

  • Carrot007Carrot007 Forumite
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    A meter change (smart is not relivant), would not break a working boiler.

    A boiler that was on the edge of death maybe. But they should have warned you of this. (anyone working on the meters has always done this to me).

    Your insurance would also not cover it as it is wear and tear. Them saying 3rd party is ridiculous and not to the point.

    If you can get a report saying EON were negligent and caused it then you mioght get somewhere with them. Other than that it is your problem.
  • I have contacted my Home insurance who sent an engineer out and they came to the conclusion that EON have indeed broken my boiler with the new smart meter installation.

    How have they broken it, presumably the insurer has left you a report to explain this? How old is the boiler?
  • JJ_EganJJ_Egan Forumite
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    <I have contacted my Home insurance who sent an engineer out and they came to the conclusion that EON have indeed broken my boiler with the new smart meter installation.>

    Do they give evidence as to a how and why its been broken .
  • How have they broken it, presumably the insurer has left you a report to explain this? How old is the boiler?

    The engineer stated in his report that the PCB and User Control are not working and assumes they have been damaged when the electric meter has been changed over. Boiler is 10 years old.
  • Stum89 wrote: »
    The engineer stated in his report that the PCB and User Control are not working and assumes they have been damaged when the electric meter has been changed over. Boiler is 10 years old.

    They need to demonstrate a causal link, not just an assumption. One could equally assume that parts will fail on a ten year old boiler due to wear and tear.

    Contact a Gas Safe engineer to independently assess the issue if you wish to take it further. At present you don't have any evidence of what caused the boiler to fail.
  • Important update! We have recently reviewed and updated our Forum Rules and FAQs. Please take the time to familiarise yourself with the latest version.
  • neilmclneilmcl Forumite
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    Stum89 wrote: »
    The engineer stated in his report that the PCB and User Control are not working and assumes they have been damaged when the electric meter has been changed over. Boiler is 10 years old.
    Assumption isn't proof, far from it.
  • JJ_EganJJ_Egan Forumite
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    Poor report that says assume and it will get you nowhere .
  • NilremNilrem Forumite
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    Stum89 wrote: »
    The engineer stated in his report that the PCB and User Control are not working and assumes they have been damaged when the electric meter has been changed over. Boiler is 10 years old.

    That sounds like a really spurious fault report from the engineer.

    Changing the meter over has no more effect on the household electrics than turning a plug off and back on again, as that is effectively what is involved as far as the electrics in the property are concerned.

    What is far more likely to cause problems with electrics are things like repeated minor blips in the power arriving at the house(nothing to do with the meter).

    If the meter change did cause the death of the control board then the chances are very high that the next time the power was turned off for any reason it would have died.
  • Former_E.ON_Company_Representative:_MalcFormer_E.ON_Company_Representative:_Malc Organisation Representatives - Private Messages may not be monitored
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    Stum89 wrote: »
    First post on here so apologies if there's things I've missed and sorry for the long post.

    I was contacted by EON regarding fitting a Smart meter for both my Gas and Electric Supply. I agreed to this and on the 12/01/18 I received a smart meter installation from EON using Morrison Utility Services engineers to carry out the works.

    On the morning of my appointment my boiler worked fine, the engineers arrived and carried out the smart meter installation and removed my old meters. After the change I received a phone call while I was at work saying that my boiler wouldn't start up again. They 'purged' my boiler in order to try and resolve this issue with no result. I was then told there is nothing else they can do as they are not trained boiler engineers and was told to contact EON.

    I contacted EON and they were apologetic that my boiler wouldn't work and said they requested an engineer to be sent back to my home to try and fix the issue. I was told he was close by and they will contact me at 16:00 to see if the issue was resolved. I waited 2 hours for the engineer to arrive and was called back at 16:00 where I explained the engineer hadn't arrived. EON then contacted Morrison Utility Services to try and find out what was happening and was then told that they are not sending out an engineer as they are not boiler trained. I was confused as to why they said they will send an engineer in the first place then? Completely wasted my time.

    I explained to EON that this isn't good enough and they raised a complaint for me regarding my boiler not working after smart meter installation. Around 20 seconds later the person on the phone tried to close the complaint by saying she has done everything she can to try and resolve this and does this satisfy me to close my complaint. I said no, to resolve my complaint would mean my boiler working as they found it. I was then offered £16 in compensation. £6 for the phone calls, £5 for EON failing to complete a smart meter installation successfully and £5 for Morrison Utility Services. I then rejected this feeble offer and opted to speak to someone else. An internal review took place where they ran through my complaint and then said there is nothing they can do and I will need to get a Gas Safe Registered Engineer out to fix this.

    I'm furious at the situation and think both EON and Morrison Utility Services have handled the situation poorly. On the letter I received from EON about the installation it said "Before they (Technician) go, they'll check everything's working properly, leave your home as the found it and take away your old meters to be recycled". This has not been the case in the slightest. I have been left with no heating or hot water and now have to arrange engineers to come and sort it out myself and I've been offered only £16 for my troubles?!

    I have contacted my Home insurance who sent an engineer out and they came to the conclusion that EON have indeed broken my boiler with the new smart meter installation. But my insurance are now saying they are not able to cover me as a Third Party broke my boiler?

    So neither EON, Morrison or Insurance are saying they can fix this?

    Surely someone is liable for this?!

    Any information will be greatly appreciated!

    Hello Stum89.

    I've popped a reply on your other thread on the Energy Board. It's at the link below.

    http://forums.moneysavingexpert.com/showthread.php?p=73735960#post73735960

    Thanks.

    Malc
    Official Company Representative
    I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to [email protected] This does NOT imply any form of approval of my company or its products by MSE"
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