EON Smart Meters

oliverbrown

E.ON_Company_Representative:_Malc wrote: »

Hello oliverbrown and I'm sorry for the delay coming back to you on the question of customer supplied meters. I've now received a response from our metering specialists.

Hi Malc and thanks for the comprehensive reply.

I'd be interested to know if the electricity meter I previously linked to would be suitable for installation: http://www.em-lite.co.uk/generation_metering.htm

The device claims "full MID (Measuring Instruments Directive", is that of any relevance to its suitability? Would MOCOPA respond to consumer queries?

Paul_Moran

I had SMETS 2 gas and electricity meters installed by Ovo Energy on 15 August 2019, and they seemed to be working perfectly when I switched to E.ON the following month.

E.ON had no trouble taking over the gas meter, but they have still not switched the electricity meter. So, after 4 months with E.ON, no final electricity statement from Ovo, no quarterly electricity bill from E.ON, no electricity details on my IHD. And the best information E.ON customer service can offer (today) is:

"We have a ''known issue'' where we're having problems with switching electricity SMETTS 2 smart meters from supplier to supplier.
Our specialist metering team is working to fix the issue as soon as possible, but we're unable to give a timescale as to when the fix will happen as yet."

More or less what they told me two months ago, so clearly not an urgent issue for E.ON! Yet Industry bodies continue to claim that SMETS 2 meters can be easily transferred between suppliers with no loss of functionality.

I am now going to make a formal complaint to E.ON about the billing issue, but I wondered whether any other MSE member has or had a similar problem.

oliverbrown

Paul_Moran wrote: »

And the best information E.ON customer service can offer (today) is:

"We have a ''known issue'' where we're having problems with switching electricity SMETTS 2 smart meters from supplier to supplier.
Our specialist metering team is working to fix the issue as soon as possible, but we're unable to give a timescale as to when the fix will happen as yet."

The one positive from the letter I got was that they are now guaranteeing SMETS2. However it doesn't seem that is a recipe for a trouble-free experience either!

Former_E.ON_Company_Representative:_Malc

oliverbrown wrote: »

Hi Malc and thanks for the comprehensive reply.

I'd be interested to know if the electricity meter I previously linked to would be suitable for installation: http://www.em-lite.co.uk/generation_metering.htm

The device claims "full MID (Measuring Instruments Directive", is that of any relevance to its suitability? Would MOCOPA respond to consumer queries?

You're welcome oliverbrown. Happy to help.

To be honest, I wouldn't know which meters would comply and which wouldn't. This is well outside of my comfort zone.

Once you've a definite plan, I'd suggest talking to one of our metering specialists.

There are contact details for MOCOPA on their website. I'd give those a try.

oliverbrown wrote: »

The one positive from the letter I got was that they are now guaranteeing SMETS2. However it doesn't seem that is a recipe for a trouble-free experience either!

We're looking to fit SMET2 meters as standard wherever possible. Currently, more than 90 per cent of smart meters we install are SMETS2.

There remain certain situations where SMETS2 can't be fitted right now. Mainly down to signal problems and local difficulties. We're working to sort these issues and are gradually ticking off the obstacles. As I say, wherever possible it will be SMETS2.

Thanks oliverbrown and have good weekend.

Malc

Former_E.ON_Company_Representative:_Malc

Paul_Moran wrote: »

I had SMETS 2 gas and electricity meters installed by Ovo Energy on 15 August 2019, and they seemed to be working perfectly when I switched to E.ON the following month.

E.ON had no trouble taking over the gas meter, but they have still not switched the electricity meter. So, after 4 months with E.ON, no final electricity statement from Ovo, no quarterly electricity bill from E.ON, no electricity details on my IHD. And the best information E.ON customer service can offer (today) is:

"We have a ''known issue'' where we're having problems with switching electricity SMETTS 2 smart meters from supplier to supplier.
Our specialist metering team is working to fix the issue as soon as possible, but we're unable to give a timescale as to when the fix will happen as yet."

More or less what they told me two months ago, so clearly not an urgent issue for E.ON! Yet Industry bodies continue to claim that SMETS 2 meters can be easily transferred between suppliers with no loss of functionality.

I am now going to make a formal complaint to E.ON about the billing issue, but I wondered whether any other MSE member has or had a similar problem.

Hello Paul_Moran and many thanks for joining us.

I'm sorry there's a problem with the electricity meter following the switch. I suspect the 'known issue' our advisor mentioned is a wider problem involving us and the Data Communications Company (DCC) that provides the infrastructure handling the UK's smart meter data. We're working with the DCC to resolve the issue.

This problem isn't affecting all SMETS2 users who switch as it's isolated to certain situations. You're doing the right thing in going down the complaints path. A Complaint Manager will look at what's happening in your specific situation and let you know what we're doing about it.

I'm sorry your meter is caught up in this difficulty Paul_Moran.

Malc

John_the_Boy

Hi Malc,

Here is an interesting one for you. I decided to stay on e.on standard/variable rate tarrif for now whilst I shopped around a bit more to see if I could find any non-online account that didn't try and force me to have a smart meter install.

Yesterday e.on sent me an email saying....

You haven't chosen a new fixed tariff yet, so why not bag a deal with our exclusive offer. Plus your electricity is now 100% renewable as standard*.
To bring you this exclusive offer we're working with energy comparison site, My Utility Genius. We've shared some of your account information so they can give you a quick and accurate quote – they won't use your details for any other purpose. If you would like your details to be removed, please let us know.

So I checked it out and found that some of the tariffs are saying "Agree to have smart meters installed" even the 2 year fix v4 tariff that you said didn't need a smart meter install. Clearly your management aren't listening - which doesn't surprise me but is a shame.

kev2009

Hi Malc,

Many thanks for your response. Do you happen to know what areas are affected for the SMETS2 meters not switching over to E.ON correctly, as mentioned in @Paul_Moran post above?

Also, I noticed there is a Fix Online Exclusive v23 plan out now, any idea when that will expire and I presume v24 will come out? My existing contract runs out in March so i'm unable to initiate a move yet but don't want to move if my SMETS2 smart meter will have issues joining E.ON/getting readings etc as i'm after a smooth switch

Thanks

Kev

Former_E.ON_Company_Representative:_Malc

John_the_Boy wrote: »

Hi Malc,

Here is an interesting one for you. I decided to stay on e.on standard/variable rate tarrif for now whilst I shopped around a bit more to see if I could find any non-online account that didn't try and force me to have a smart meter install.

Yesterday e.on sent me an email saying....

You haven't chosen a new fixed tariff yet, so why not bag a deal with our exclusive offer. Plus your electricity is now 100% renewable as standard*.
To bring you this exclusive offer we're working with energy comparison site, My Utility Genius. We've shared some of your account information so they can give you a quick and accurate quote – they won't use your details for any other purpose. If you would like your details to be removed, please let us know.

So I checked it out and found that some of the tariffs are saying "Agree to have smart meters installed" even the 2 year fix v4 tariff that you said didn't need a smart meter install. Clearly your management aren't listening - which doesn't surprise me but is a shame.

Hello John_the_Boy and the email you've received refers to a tariff with different T&Cs to those I've spoken about previously.

This tariff - Fix 2 Year Exclusive v3 - makes agreeing to smart meters a condition of the tariff provided the property is eligible. If it isn't eligible, customers can remain on the tariff.

This is different to earlier versions where customers only needed to agree to be contacted about smart meters.

Hope this explains John_the_Boy.

Malc

Former_E.ON_Company_Representative:_Malc

kev2009 wrote: »

Hi Malc,

Many thanks for your response. Do you happen to know what areas are affected for the SMETS2 meters not switching over to E.ON correctly, as mentioned in @Paul_Moran post above?

Also, I noticed there is a Fix Online Exclusive v23 plan out now, any idea when that will expire and I presume v24 will come out? My existing contract runs out in March so i'm unable to initiate a move yet but don't want to move if my SMETS2 smart meter will have issues joining E.ON/getting readings etc as i'm after a smooth switch

Thanks

Kev

Hello Kev and, if it's the issue I'm thinking of, the problem isn't widespread and not confined to one particular area.

Our Fix Online Exclusive v23 plan was launched on 17 January 20. Not sure how long it will be available as we often release/withdraw tariffs relatively quickly.

Sorry I can't be more precise Kev.

Malc

kev2009

Thanks @Malc. I need to work out my dates for when i can start to switch but i know it will be in Feb, i'm guessing around mid Feb i can start to switch. Is the 49 days calendar days or just work days (mon-fri)?

Thanks

Kev