EON Smart Meters

Greenenergy

The ombudsman have closed my complaint about the misleading wording of eon communications saying they are a business decision ! Have called to say that I agree that eon can choose to send customers letters , but surely they shouldn’t be misleading . They are now re- reviewing the case...

dmbaxt

I've just joined E.on and read the terms and conditions before I joined which said about agreeing to be contacted for a smart meter which is fair enough. My transfer completed mid November. What I didn't expect was to receive a text message today saying this:

Hi, it's E.ON. When you signed up to your energy tariff you agreed to have a smart meter fitted. We re now ready to come and fit the latest SMETS 2 smart meter. You'll soon receive a text from 07507309513 to arrange an appointment. For more info about smart meters go to https://www.eonenergy.com/smartsms

Now sorry but how misleading is this! I did not agree to a meter being fitted at all. No where in my contract does it say I agree to having a meter fitted. Totally misleading and lying to customers in the hope they havent read the t&cs!

SeeMe

dmbaxt wrote: »

I've just joined E.on and read the terms and conditions before I joined which said about agreeing to be contacted for a smart meter which is fair enough. My transfer completed mid November. What I didn't expect was to receive a text message today saying this:

Hi, it's E.ON. When you signed up to your energy tariff you agreed to have a smart meter fitted. We re now ready to come and fit the latest SMETS 2 smart meter. You'll soon receive a text from 07507309513 to arrange an appointment. For more info about smart meters go to www.eonenergy.com/smartsms

Now sorry but how misleading is this! I did not agree to a meter being fitted at all. No where in my contract does it say I agree to having a meter fitted. Totally misleading and lying to customers in the hope they havent read the t&cs!

Yep it says contacted about smart meter, no where does it say mandatory.

Former_E.ON_Company_Representative:_Malc

dmbaxt wrote: »

I've just joined E.on and read the terms and conditions before I joined which said about agreeing to be contacted for a smart meter which is fair enough. My transfer completed mid November. What I didn't expect was to receive a text message today saying this:

Hi, it's E.ON. When you signed up to your energy tariff you agreed to have a smart meter fitted. We re now ready to come and fit the latest SMETS 2 smart meter. You'll soon receive a text from 07507309513 to arrange an appointment. For more info about smart meters go to www.eonenergy.com/smartsms

Now sorry but how misleading is this! I did not agree to a meter being fitted at all. No where in my contract does it say I agree to having a meter fitted. Totally misleading and lying to customers in the hope they havent read the t&cs!

Hello dmbaxt and thank you for joining us.

I'm sorry you're unhappy with the text we've sent. Please ignore this as you don't want smart meters.

You're right, most of our recent tariffs, particularly the Fix Online range, have T&C 11.1 which states customers switching to us only agree to be contacted about smart meters. You can turn down these offers and stay on the chosen tariff.

I've spoken quite a bit about this topic on here and in other threads. I'm using this feedback to let those at E.ON responsible for texts like the one you've received, plus other similar communications, know about the impact this messaging is having. I'll be sending the next batch through tomorrow and will include your comments in this report.

Thanks again for joining us dmbaxt and for your feedback.

Malc

Former_E.ON_Company_Representative:_Malc

SeeMe wrote: »

Yep it says contacted about smart meter, no where does it say mandatory.

That's right SeeMe. Smart meters aren't mandatory and I've asked those here responsible for our communications to make this clear on the messages we send to customers.

Malc

MothballsWallet

E.ON_Company_Representative:_Malc wrote: »

Totally understand MothballsWallet. There are details of how to raise complaints on our website.

A Complaint Manager will look after this and you might want to ask them about an opt-out. This won't stop contact about smart meters altogether as we've a regulatory duty to offer them to all our customers and to make them aware of any significant developments. It will slow down the frequency of the contact if this is something you might be interested in. I posted more about opt-outs earlier in this thread (please see post #145 on 31 October 19).

Hope this helps point you in the right direction MothballsWallet.

Malc

Sorry for the late reply, Malc, but thank you: I've sent in the complaint earlier.

Just to add that I did get a missed call from an 0345 number that, according to a Google search, is connected to EON: now I did put at the end of my complaint letter that I wanted contact to be in writing but the Complaint Manager still phoned me?

oliverbrown

Hi Malc,

Have you got any news as to whether customers can supply their own meters to your meter installers?

Former_E.ON_Company_Representative:_Malc

MothballsWallet wrote: »

Sorry for the late reply, Malc, but thank you: I've sent in the complaint earlier.

Just to add that I did get a missed call from an 0345 number that, according to a Google search, is connected to EON: now I did put at the end of my complaint letter that I wanted contact to be in writing but the Complaint Manager still phoned me?

Hello MothballsWallet and thanks for the update.

I'm sorry our Complaint Manager ignored your request to be contacted in writing.

We do use 0345 numbers in various areas including complaints and smart meters.

Malc

Former_E.ON_Company_Representative:_Malc

oliverbrown wrote: »

Hi Malc,

Have you got any news as to whether customers can supply their own meters to your meter installers?

Hello oliverbrown and no, not yet.

This is something I've been chasing and have been told I'll have an answer in the next few days.

Watch this space.

Malc

LisbonLaura

Hello Malc,
May we ask for general advice?
We've just moved into flat and made a smooth move to E.ON.
The gas meters for each floor were recently moved out of each flat into a lobby area for each floor, and nearly all are now smart.
The electric smart meter is dated 2015 and, along with a Trilliant hub, is fitted in the hall. The Triillant HAN light is flashing every second along with an quiet but unpleasant alternating high frequency noise. We don't have a smart home so don't see the point of the Trilliant device. Do smart meters themselves need the hub?
Another question. My normally level-headed partner says his head hurts each time he goes into the hall cupboard and gets close to the devices. Can we have them removed or disabled?
All advice gratefully received. Thxs.