Problems with Eon

mhoc

We were with Scottish Power for about 4 years, no issues but when I came to the end of my fixed price deal the increase was significant so I switched to Eon. I did the switch on February 28th and it completed on March 24th.

In the meantime I registered on the 15th of March on the main computer.

Since then I literally have had no access to my account at all. Every time I try to log on they are having technical difficulties or my account number is not recognized or it says I am not registered. Today I put my account number in and immediately it then said as I'd tried 5 times I have been locked out. If I try to ask for username or password reminders it refuses to accept my account number - I do know what my username, email, postcode, account number and password are.

I've tried using IE11 and google chrome with the same results so its not a browser issue. I've done c cleans and cleared internet cache and cookies so its not that sort of problem.

I emailed them via the website and got no reply. I can never get live chat to work whatever hour of the day I try. If I ring them up I am put on hold for hours until I give up. If I contact eon helpline via twitter DM it takes them nearly a day to reply so communications are disjointed, each time I have to explain the problem from scratch - waiting at the moment for a reply to a message I sent Sunday afternoon.

I've not put the app on my phone yet as I was told I couldn't until the first statement was produced.
We were away when the actual switch went through but a few days before I had the email for the final figures. I couldn't get into my account so I had to resort to live chat - this was about 2 weeks ago. The chap said the website was down but he would apply my readings to the account. I've no idea if this was done as I cant access my account, cant get on live chat, cant get anyone to reply to my emails or DMs or talk to me on the phone.

Has anyone any suggestions - possibly its going to be quicker writing to them. I am seriously considering switching back to Scottish Power.

E.ON_Company_Representative:_Helena

Hi mhoc,

I'm so sorry about the problems that you've had with your online account.

I think you've struggled to get in contact with us, due to the bank holiday weekend. We're all back now, but it will be busy.

What was the reply you got back from us on Twitter?

It does sound like you've tried most of things I would suggest, clearing cookies in your browser is something I would advise but you've done this also.

To be honest, it may be best to cancel the current online account and let you start again.

You're correct about the app, you do need to have had your first statement before you can use this, so we just need to get you up and running first.

I'll be more than happy to have a look at your account for you, see if i can see anything going wrong, or we can cancel the current online account and go from there.

Let me know.

Helena:)

mhoc

Hi - actually my problems have been ongoing since mid March, three weeks ago so the bank holiday weekend is not relevant

I did realise today would be busy but having said that I've also rung HMRC and got to speak to a human being after only waiting 4 minute's so a bank holiday weekend is really not a liable excuse.

I have also tried different browsers, clearing the cache and doing a C clean, shutting the main computer down and doing a restart - as I've already said. And I've done this on numerous occasions over the last 3 weeks.

I also think that the only way forward is for you to cancel the online account so I can reregister if you can do this for me.

E.ON_Company_Representative:_Helena wrote: »

Hi mhoc,

I'm so sorry about the problems that you've had with your online account.

I think you've struggled to get in contact with us, due to the bank holiday weekend. We're all back now, but it will be busy.

What was the reply you got back from us on Twitter?

It does sound like you've tried most of things I would suggest, clearing cookies in your browser is something I would advise but you've done this also.

To be honest, it may be best to cancel the current online account and let you start again.

You're correct about the app, you do need to have had your first statement before you can use this, so we just need to get you up and running first.

I'll be more than happy to have a look at your account for you, see if i can see anything going wrong, or we can cancel the current online account and go from there.

Let me know.

Helena:)

E.ON_Company_Representative:_Helena

Thanks mhoc,

I do understand this is frustrating. We are trying really hard to get things better.

I’m sorry I thought it was just the recent contact you’ve made with us. Have you received any replies to the DM’s, emails etc that you’ve sent over the last 3 weeks? I should be able to see sent emails to us on your account.

Have you been our customer before? It may be an old account linked to your address that’s causing the issue.

I’m more than happy to cancel the current online account and let you start again.

If you can email me using the email address in my profile, I’ll need full name and address, date of birth, current username and previous usernames please.

Thank you.

Helena

mhoc

E.ON_Company_Representative:_Helena wrote: »

Thanks mhoc,

I do understand this is frustrating. We are trying really hard to get things better.

I’m sorry I thought it was just the recent contact you’ve made with us. Have you received any replies to the DM’s, emails etc that you’ve sent over the last 3 weeks? I should be able to see sent emails to us on your account.

Have you been our customer before? It may be an old account linked to your address that’s causing the issue.

I’m more than happy to cancel the current online account and let you start again.

If you can email me using the email address in my profile, I’ll need full name and address, date of birth, current username and previous usernames please.

Thank you.

Helena

Helena - I would contact you if there was a way to do so. There seems no way to DM you and you have not given me any email address to write to.

In all of the twitter direct mail I sent I gave all of my details. It is 21 hours now since I last messaged and so far no replies.

Yes I would like to re register.

I have been a previous customer but about 5 years ago and I possibly before online accounts so I doubt if you still have my email on file from then

E.ON_Company_Representative:_Helena

Hiya,

You can email me all of the details to [EMAIL="WebForumAdvisors@eonenergy.com"]WebForumAdvisors@eonenergy.com[/EMAIL]. Reps don’t have access PM’s on MSE I’m afraid, so I’ll reply to your email.

Thank you

Helena

mhoc

E.ON_Company_Representative:_Helena wrote: »

Hiya,

You can email me all of the details to [EMAIL="WebForumAdvisors@eonenergy.com"]WebForumAdvisors@eonenergy.com[/EMAIL]. Reps don!!!8217;t have access PM!!!8217;s on MSE I!!!8217;m afraid, so I!!!8217;ll reply to your email.

Thank you

Helena

Helena - just an update. I had a phone call finally as a result of my twitter message and someone rung me from Eon, deactivated the account and I then re registered and finally all seems to be working as it should do.
Thank you for your help
M

E.ON_Company_Representative:_Helena

mhoc wrote: »

Helena - just an update. I had a phone call finally as a result of my twitter message and someone rung me from Eon, deactivated the account and I then re registered and finally all seems to be working as it should do.
Thank you for your help
M

Morning mhoc,

Thank you very much for letting me know, I can see Malc replied to your email as well

I'm so glad it's all been sorted out for you.

Helena