EON Smart Meters

Former_E.ON_Company_Representative:_Malc

Frozen_up_north wrote: »

I'm just off the chat web facility with e.on... I switched back to e.on in September and have a gen 1 smart meter from e.on that was fitted when I was with them previously.


Basically, my account is still not set up correctly and I cannot see anything useful on the web site, except a message saying it is still being set up. I manually entered a meter reading this morning and the web page crashed with an "Oops" message, the person on the chat line said that was normal when entering a meter reading!


E.ON are a total shambles, (A) they cannot read their own smart meters, (B) cannot set up a web site that enables customers to access their account after 2 months and (C) the iPhone app is also kaput.


Avoid switching to E.ON...

Hello Frozen_up_north and I'm sorry there has been a delay setting up your online account. Have our Live Chatters explained what's holding this up?

With your meter, depending on when it was installed, we'll be looking to upgrade it so it can be managed in the same way as the later SMETS2 meters. This includes being able to send us readings automatically so you don't have to. These upgrades are carried out remotely so there'll be no need to visit your home. We're trialling this now with a view to rolling upgrades out soon. Overall, the roll-out is expected to run through to December 2020.

There are some early smart meter installations (mainly from 2014 and before) where this won't be possible. In these cases, we'll offer to replace the existing meter with SMETS2.

I'm sorry, too, our phone App isn't working as it should. This is something we're aware of and our IT people are working to sort.

Malc

Former_E.ON_Company_Representative:_Malc

MoneyMate wrote: »

E.ON are a total shambles, (A) they cannot read their own smart meters, (B) cannot set up a web site that enables customers to access their account after 2 months and (C) the iPhone app is also kaput. From Frozen_up_north


Must admit i've had problems since changing both meters 1st Aug this year, the apps do tend to hang up so you can't log on with some devices, to start 1st Aug electric reading went straight over to the new Electric meter.
But unfortunately the Gas meter stayed for nearly 3 Months B4 showing new meter serial number and correct reading, still it now has been sorted. :beer:

Sorry for the delays MoneyMate and glad this has been sorted.

As above, we're aware of the issues with our phone App and are working to put these right.

Malc

Former_E.ON_Company_Representative:_Malc

hss wrote: »

Hi again Malc.
I have just got off the phone to arrange a new tariff for my son who has a learning disability. This lady was based in Cape Town S. Africa which surprised me as I thought E.on advisors were all based in the UK? She was very pushy like when I renewed my tariff but managed to decline the meter. When I said I didn't want a smart meter mainly because I was told by CEO & yourself it wasn't mandatory, plus the fact when British Gas had previously tried to install a smart meter for a previous tenant but the signal was too weak & still is, she insisted that the engineer 'needs to check the signal, not install meter'. That the fixed 2year V4 was smart meter conditional whereas I told her it wasn't. Unless the t&c's have changed, I have reluctantly had to agree to an appointment for an engineer to check the signal although I've told her I intend to cancel & the fact if calls are recorded this will be picked up.


So Malc, what can I do now & have the t&c's changed, or is S. Africa using different rules & guidelines to the UK?


Many thanks again.
Heather

hss wrote: »

Hi there.


I got in touch with a man in the CEO office who has helped me before. He offered to cancel it straight away as well as put on the record not to contact about smart meters until at least they are rolled out without problems.
I have to say for me I prefer to stick with E.on as I find their customer service more helpful than say Sainsburys/British Gas despite winning a complaint with the Ombudsman & they didn't honour some of the points. E.on are much better, but just my opinion. Maybe having contact with someone in CEO helps?

Hello Heather and the T&Cs for our Fix 2 Year v4 tariff haven't changed.

With this tariff, your son doesn't have to take smart meters if he doesn't want them. He's only agreed to be contacted about them. The relevant T&C is 11.1 which says as follows.

With this tariff you agree to be contacted during the tariff term for the installation of a smart meter.

We opened offshore offices about a year ago and I'm sorry our South African advisor told you the wrong thing. They follow the same rules/guidelines as all our other offices and so it looks like a further briefing is needed. I'll pass this on.

Glad our UK advisor was able to sort this out and thanks for the feedback Heather.

Malc

oliverbrown

hss wrote: »

E.on are much better, but just my opinion.

Aside from E.on's "persuasion tactics" on smart meters, which are being replicated across much of the industry, I find E.on a good company in general and that's why I'm still with them. Malc's efforts here are appreciated too (my frustrations aren't with him).

Frozen_up_north

oliverbrown wrote: »

Aside from E.on's "persuasion tactics" on smart meters, which are being replicated across much of the industry, I find E.on a good company in general and that's why I'm still with them. Malc's efforts here are appreciated too (my frustrations aren't with him).

I was with E.On previously and found them OK, however their "back end" systems and staff supporting them, leave an awful lot to be desired.

Greenenergy

Eon told me today :” As explained the wording of our communication about smart metering is out of the Ombudsman’s remit and is a business decision therefore we won’t be reopening this case or sending a deadlock letter.“

Absolutely appalling that they find it ok to mislead customers in this way.

oliverbrown

Greenenergy wrote: »

"is a business decision"

Well there you have it. The misleading comms aren't a result of drafts which need updating, but are in fact a conscious business decision.

Dewpoint

I have a word of warning to all those who are thinking of switching energy suppliers to save a few quid in the short-term. I've fallen for the allure of MSE Cheap Energy Club (CEC) deals, and tried independent price-comparison sites like uSwitch over recent years and every time I've switched (four times) it's been a pain in the backside and ended with the Energy Ombudsman having to intervene.

I switch with MSE CEC from Scottish Power to E.On last June, and even though I have SMETS type 2 smart meters fitted to both gas and elect, the switch still hasn't fully completed, I'm still having to provide manual meter readings, my IHD doesn't work, still seeing estimated bills for gas, never had a bill for electricity from E.On and I still haven't received the promised CEC cash-back. The issue is currently with the Ombudsman yet AGAIN! That's nearly five months of emails, calls and time-consuming escalations.

Believe me - it just ain't worth the hassle!

leviathan

E.ON_Company_Representative:_Malc wrote: »

As I've mentioned to others above, I'm sending Forum comments to those responsible for these letters and I'll include your posts in this week's report.

https://www.thisismoney.co.uk/money/bills/article-7668201/Sshould-smart-meter-pressure-campaign.html


"A huge problem with the rollout of smart meters is that energy firms have continually tried strong-arming people into accepting the new equipment – in the process angering many of those targeted.These tactics have included sending misleading letters, telling homeowners that their traditional meters need replacing. "


Perhaps draw their attention to the article. But I suspect they are fully aware.


Keep up the good work Malc. :T

It's hard to be the point man for a large company that will undoubtedly be wanting to "engage with the customer better" but then essentially ditches you to answer the difficult questions. I've been in your shoes and it's unpleasant that employees get treated in such ways by managers who live in a different reality. Despite you getting this feedback will still put their fingers in their ears and go lalalala because the feedback doesn't match with their bu****it plan for "customer experience".

Louispastrami

Hi all

I really really really don't want a smart meter. It's probably going to make my health condition worse. Can they actually insist on installing something that makes you ill?