E.on Fix Online v20

Quentin

E.ON_Company_Representative:_Malc wrote: »

Hello oliverbrown and you're right. When I posted initially almost a month ago, customers categorically refusing smart meters were to be offered alternative tariffs depending on what was available when contacted. This reflected the situation at that time.

I also said in the same post about feeding customer concerns back to the relevant people. This we've done and the position has been reviewed in the light of this feedback leading to the following.

With this tariff you agree to be contacted during the tariff term for the installation of a smart meter. You are still eligible for this tariff if you currently have a smart meter installed or your property is currently ineligible for a smart meter.

A briefing has gone out to all advisors and we've asked for this to be repeated in case anyone missed it.

Many thanks for the continuing feedback oliverbrown. It's really useful.

Malc

So are you now saying you were correct all along and you cannot stay on the tariff unless agreeing to the smart meter or the property is ineligible?

Takmon

Browntoa wrote: »

On the strength of this thread and looking at the tariff I've advised my elderly mother in law to switch . She does not want a smart meter , she doesn't want to be pestered by EON to fit one and on checking the tariff cost quickly bulb ( and probably others) are cheaper .

Well shot in the foot EON , you are losing customers as you won't give an option that has " we won't fit or call about fitting a smart meter"

Elderly people are the one's most likely to benefit from smart meters because they are less likely to submit regular meter readings due to less access to the internet and mobility issues with age.

You should tell her there is no logical reason to not have one.

Former_E.ON_Company_Representative:_Malc

emc wrote: »

Hi Malc,

You say that smart meters aren't compulsory, and that the customer is agreeing only to be contacted about smart meters and can turn down these offers anytime and remain eligible for the Fix Online Exclusive v4 tariff.



However, your quoted statement above contradicts what you say, because the second sentence implies that the customer will not be eligible for this tariff if the property does not have a smart meter but is eligible for a smart meter.

One way to make it clear that the customer will remain eligible for the tariff without accepting a smart meter irrespective of other pre-conditions would be to change the second statement to: "You are still eligible for this tariff if you do not agree to having a smart meter installed."

This last sentence should also be reflected formally in the terms and conditions for the tariff, and as oliverbrown says, the agents must be briefed on this, to stop trying to force customers into taking a smart meter when people have the right, and may have strong and valid reasons, to refuse to have a smart meter.

Hello emc and your initial statement is right.

With our Fix Online Exclusive tariff, customers only agree to be contacted about smart meters. They can turn these offers down and stay on this tariff.

The second sentence of the T&Cs you mention is aimed at customers who already have smart meters and those whose properties aren't currently eligible for them. This advises these customers can also have this tariff.

This forms part of our formal T&Cs and has been briefed to advisors.

Thanks emc.

Malc

Former_E.ON_Company_Representative:_Malc

Novice_investor101 wrote: »

I've signed up to this V20 tariff, booked my SMETS 2 install & turns out it won't work in my house as there's no signal to the meter. I've now got a new digital electric meter with a reading of 0000000.
I'm expecting the engineer will inform E.on that an install isn't possible & also of the old & meter readings? Although I did send in my meter readings just this morning before the guy turned up. Slightly disappointed as I had come round to the idea of having Smart meters.

Hello Novice investor101 and I'm sorry we're unable to fit smart meters at the moment.

They're not available everywhere yet. Things like the area, type of property, strength of the mobile phone signal and the current metering set up sometimes stop us from putting them in. There are also certain local difficulties that don't become clear until a technician is on site. We're working to eliminate these difficulties and will be in touch once we've sorted the problems.

Don't worry about the tariff. You can stay on this even though we're not currently able to let you have smart meters.

I can confirm, technicians send us details following meter exchanges.

Thanks for your patience Novice investor101.

Malc

oliverbrown

E.ON_Company_Representative:_Malc wrote: »

With our Fix Online Exclusive tariff, customers only agree to be contacted about smart meters. They can turn these offers down and stay on this tariff.

Thank you for finally putting down in writing the words which the T&C should carry.

Former_E.ON_Company_Representative:_Malc

Quentin wrote: »

So are you now saying you were correct all along and you cannot stay on the tariff unless agreeing to the smart meter or the property is ineligible?

Hello Quentin and sorry I wasn't clear last Friday.

With our Fix Online Exclusive tariff, customers only agree to be contacted about smart meters. They can turn these offers down and stay on this tariff.

Hope this is clearer.

Malc

Former_E.ON_Company_Representative:_Malc

oliverbrown wrote: »

Thank you for finally putting down in writing the words which the T&C should carry.

You're welcome oliverbrown.

Malc

Novice_investor101

Although I am genuinely disappointed I wasn't able to have smart meters installed, I will confess that the service from E.on was excellent. I was able to go online & book my install appointment for the next day &, even without the smart meters, my new digital one (an old dial meter was replaced) was showing on my online account the very next day too, ready to take new readings. I was pretty impressed that the whole thing was done & dusted in less than 48 hours with minimal disruption.

Former_E.ON_Company_Representative:_Malc

Novice_investor101 wrote: »

Although I am genuinely disappointed I wasn't able to have smart meters installed, I will confess that the service from E.on was excellent. I was able to go online & book my install appointment for the next day &, even without the smart meters, my new digital one (an old dial meter was replaced) was showing on my online account the very next day too, ready to take new readings. I was pretty impressed that the whole thing was done & dusted in less than 48 hours with minimal disruption.

Hello Novice investor101 and many thanks for your positive comments.

I share your disappointment about the smart meters and am pleased the rest of your experience was up to scratch.

Thanks again for taking the time to post. It's really appreciated.

Malc

oliverbrown

Hi Malc,

I received a letter today saying that as part of my tariff I agreed to having smart meters installed.

Why are these misleading and factually incorrect letters being sent out?