EON Website not working for weeks

Charis

Thank you for your reply, Malc.

By some miracle I can now see my bill, after three sessions of corresponding with Eon on this issue, over several weeks. I opened it via Safari. However Eon Website now does not respond at all to the button for 'Download Bill'. Not even with "javascript void" as it did before. I was able to view it in Apple Preview and save as pdf, even though it is still not coping with Adobe.


Eon originally set me up on the standard tariff although I had asked to be on the Smart tariff. When I realised, I had been on there for some time so I phoned Eon. I had been told by the developer that there was a three week window to register with someone else, which was well past. I told by Eon that I could change the bill to to the Smart tariff, so I did.


Regarding the smart meter, it is the separate device inside the house supposedly to help me plan my budget that is useless without a detailed instruction booklet, not the meter itself, although with all the information the smart meter carries, it is no longer a simple job to check the meter readings. The fancy device will not 'help me save' energy or money, I only ever use what I need at any one time. However I would like to know how much energy I use for both fuels in one day to help me stay within my budget. I would prefer not to have someone telling me step by step, I am a visual learner and remember what I have read better than what I have been told. Is there a full set of instructions available anywhere on your website? It currently registers £0.00 for my gas bill for the year. I wish!

Raxiel

Charis wrote: »

Thank you for your reply, Malc.

By some miracle I can now see my bill, after three sessions of corresponding with Eon on this issue, over several weeks. I opened it via Safari. However Eon Website now does not respond at all to the button for 'Download Bill'. Not even with "javascript void" as it did before. I was able to view it in Apple Preview and save as pdf, even though it is still not coping with Adobe.


Eon originally set me up on the standard tariff although I had asked to be on the Smart tariff. When I realised, I had been on there for some time so I phoned Eon. I had been told by the developer that there was a three week window to register with someone else, which was well past. I told by Eon that I could change the bill to to the Smart tariff, so I did.


Regarding the smart meter, it is the separate device inside the house supposedly to help me plan my budget that is useless without a detailed instruction booklet, not the meter itself, although with all the information the smart meter carries, it is no longer a simple job to check the meter readings. The fancy device will not 'help me save' energy or money, I only ever use what I need at any one time. However I would like to know how much energy I use for both fuels in one day to help me stay within my budget. I would prefer not to have someone telling me step by step, I am a visual learner and remember what I have read better than what I have been told. Is there a full set of instructions available anywhere on your website? It currently registers £0.00 for my gas bill for the year. I wish!

The thing you're referring to is the In Home Display or IHD. Is this video any help? I can't see a PDF but that's the same IHD I got with my E.ON meter (they've had a few different ones over the years but I believe that one's the latest)


the £ readout depends on the meter being updated with the tariff information, that should happen automatically, but there is a specialist smart meter team that might be more help than frontline support. I don't have their direct number any more, but you can ask to be put through to them.


In the meantime, if you set it to display kWh you can multiply that figure by your unit rate and the number of days by the standing charge to get a cost-to-date. In the case of gas, it will only be approximate though. I won't go into why here, but look up 'Calorific value of gas' if you want to know more.



If you decide to leave E.ON the IHD will still work, but the tariff rates will go back to £0 and remain there.

Former_E.ON_Company_Representative:_Malc

Charis wrote: »

Thank you for your reply, Malc.

By some miracle I can now see my bill, after three sessions of corresponding with Eon on this issue, over several weeks. I opened it via Safari. However Eon Website now does not respond at all to the button for 'Download Bill'. Not even with "javascript void" as it did before. I was able to view it in Apple Preview and save as pdf, even though it is still not coping with Adobe.

Eon originally set me up on the standard tariff although I had asked to be on the Smart tariff. When I realised, I had been on there for some time so I phoned Eon. I had been told by the developer that there was a three week window to register with someone else, which was well past. I told by Eon that I could change the bill to to the Smart tariff, so I did.

Regarding the smart meter, it is the separate device inside the house supposedly to help me plan my budget that is useless without a detailed instruction booklet, not the meter itself, although with all the information the smart meter carries, it is no longer a simple job to check the meter readings. The fancy device will not 'help me save' energy or money, I only ever use what I need at any one time. However I would like to know how much energy I use for both fuels in one day to help me stay within my budget. I would prefer not to have someone telling me step by step, I am a visual learner and remember what I have read better than what I have been told. Is there a full set of instructions available anywhere on your website? It currently registers £0.00 for my gas bill for the year. I wish!

Hello Charis and glad you've been able to see your bill.

I think the developer may have been talking about the time it takes to change supplier. You can start this at any time. There aren't any tie-ins like exit fees with our standard tariff. The smart tariff you've moved to has exit fees when changing supplier outside the renewal window (open 49 calendar days before the tariff end date until 20 working days after). Something to be aware of if switching to another provider.

Hope the video link Raxiel posted helps - thanks Raxiel. There's more information on how to use the In-Home Displays on the smart meter pages on our website. If still not clear, contact our smart meter teams and they'll send you some instructions based on the particular display you have. There are several versions and they'll be able to see the one we've given you.

Thanks Charis.

Malc

Former_E.ON_Company_Representative:_Malc

Raxiel wrote: »

The thing you're referring to is the In Home Display or IHD. Is this video any help? I can't see a PDF but that's the same IHD I got with my E.ON meter (they've had a few different ones over the years but I believe that one's the latest)

the £ readout depends on the meter being updated with the tariff information, that should happen automatically, but there is a specialist smart meter team that might be more help than frontline support. I don't have their direct number any more, but you can ask to be put through to them.

In the meantime, if you set it to display kWh you can multiply that figure by your unit rate and the number of days by the standing charge to get a cost-to-date. In the case of gas, it will only be approximate though. I won't go into why here, but look up 'Calorific value of gas' if you want to know more.

If you decide to leave E.ON the IHD will still work, but the tariff rates will go back to £0 and remain there.

Thanks for posting the video link Raxiel. Useful stuff.

You're right about talking to our specialist smart meter teams too. Frontline advisors haven't had the product training to be able to handle some of the more detailed queries about these meters and displays. Contact numbers are on our website. Alternatively, our Call Centres will be able to transfer customers to the right areas. Call waiting times are still not what we're aiming for though as we continue to recover from the issues we've had recently.

Thanks again Raxiel.

Malc

Charis

Just for your info, Malc, I talked to a customer advisor a few days ago as I was unable to set up my smart meter to do anything useful. She told me that it was because (in a new build) my gas and electricity meter were put in at different times, so they don't talk to the smart meter. This must apply to most new builds, as houses will hardly ever have both supplies ready on the same day on a building site. It's strange that they have no trouble sending Eon my meter readings :T

Anyway, the advisor told me I would have to have two new meters :eek: and booked an appointment for me to have a technician call - on Halloween. I have spent much of the past three months waiting for contractors to call and finish jobs badly done and I thought, what a waste of my time - and of customers' money. Just so we can each have a little toy that lights up and tells us what any intelligent adult could work out on their own.


Use more fuel, spend more money.


I phoned and told her to cancel the appointment. Then I discovered that they Eon had taken more money for electricity meter standing charges in the first two months than they had taken for electricity. Despite being promised that my tariff would be backdated to the day of my occupying my house (I waited weeks for Eon to open my account) I had been put on a really high standing charge. After another hour or so on the phone with two different customer service agents they refunded my £20, calling it an "ex gratia" payment, not a refund for fees wrongly charged, adding insult to injury.

Former_E.ON_Company_Representative:_Malc

Charis wrote: »

Just for your info, Malc, I talked to a customer advisor a few days ago as I was unable to set up my smart meter to do anything useful. She told me that it was because (in a new build) my gas and electricity meter were put in at different times, so they don't talk to the smart meter. This must apply to most new builds, as houses will hardly ever have both supplies ready on the same day on a building site. It's strange that they have no trouble sending Eon my meter readings :T

Anyway, the advisor told me I would have to have two new meters :eek: and booked an appointment for me to have a technician call - on Halloween. I have spent much of the past three months waiting for contractors to call and finish jobs badly done and I thought, what a waste of my time - and of customers' money. Just so we can each have a little toy that lights up and tells us what any intelligent adult could work out on their own.


Use more fuel, spend more money.


I phoned and told her to cancel the appointment. Then I discovered that they Eon had taken more money for electricity meter standing charges in the first two months than they had taken for electricity. Despite being promised that my tariff would be backdated to the day of my occupying my house (I waited weeks for Eon to open my account) I had been put on a really high standing charge. After another hour or so on the phone with two different customer service agents they refunded my £20, calling it an "ex gratia" payment, not a refund for fees wrongly charged, adding insult to injury.

Thanks for the update Charis. The ex gratia reason is a non-specific category and applies to all refunds whatever the cause.

Malc

Raxiel

E.ON_Company_Representative:_Malc wrote: »

Thanks for posting the video link Raxiel. Useful stuff.

You're right about talking to our specialist smart meter teams too. Frontline advisors haven't had the product training to be able to handle some of the more detailed queries about these meters and displays. Contact numbers are on our website. Alternatively, our Call Centres will be able to transfer customers to the right areas. Call waiting times are still not what we're aiming for though as we continue to recover from the issues we've had recently.

Thanks again Raxiel.

Malc

You're welcome Malc,


On this topic though, I have a bit of feedback. While it's good to have instructions for the IHD, could we get some instructions for the meters themselves somewhere?


I know that in theory a customer shouldn't ever need to even touch their meter - it just werks and all that, but we do occasionally get people asking for help with them here. The Secure Liberty meters, with their 12 digit keypads are not exactly intuitive.


Your (I'm sure) friendly rivals over at Utilita have this guide, (last few pages) and I normally just link that when the topic comes up, but I do think that if E.ON are going to fit these meters they should have their own guide for their own customers.



Apologies if such a guide does already exist, if so my feedback changes to "This needs better discoverability - preferably somewhere that shows up when someone googles 'eon smart meter'"

Former_E.ON_Company_Representative:_Malc

Raxiel wrote: »

You're welcome Malc,

On this topic though, I have a bit of feedback. While it's good to have instructions for the IHD, could we get some instructions for the meters themselves somewhere?

I know that in theory a customer shouldn't ever need to even touch their meter - it just werks and all that, but we do occasionally get people asking for help with them here. The Secure Liberty meters, with their 12 digit keypads are not exactly intuitive.

Your (I'm sure) friendly rivals over at Utilita have this guide, (last few pages) and I normally just link that when the topic comes up, but I do think that if E.ON are going to fit these meters they should have their own guide for their own customers.

Apologies if such a guide does already exist, if so my feedback changes to "This needs better discoverability - preferably somewhere that shows up when someone googles 'eon smart meter'"

Hello Raxiel and thanks for the feedback. I agree, definitely a case of 'could do better' when it comes down to the information we've readily available about the various smart meters and In-Home Displays we've been involved with.

This is something both Helena and I have raised before. We'll do so again using your post and others on MSE as evidence of customer interest. Anyone else reading with similar requests please let us know. The more evidence we send up the food chain, the more likely something will change.

Thanks again Raxiel.

Malc

xoom

Eon website or phone app not been working for months they pressed none stop knocking on the door to have a smart meter fitted and now cant ever access website or mobile .... will it all start working again once the prices go up and will these be added to a bill i cannot view ?

E.ON_Company_Representative

xoom said:

Eon website or phone app not been working for months they pressed none stop knocking on the door to have a smart meter fitted and now cant ever access website or mobile .... will it all start working again once the prices go up and will these be added to a bill i cannot view ?

Hey xoom, hope you're well. I'm sorry about this. We took the app down a couple of weeks ago to make some improvements, with all of us thinking it would only be for a couple of days. Whatever work was done ended up taking a while longer but the app was back up and operational as of last night.

Aside from the odd hiccup the main website has remained operational throughout. Is it not letting you on at all? Does the problem occur when you try to simply access the website, or once you've entered your username and password and clicked Login?

Try it again when you see this reply and if it still doesn't work then the problem may be specific to your account. In this case you will likely need to get in touch so we can discuss further. When logging into the app please ensure there's not a space at the end of your username or password.

Thanks, Matt