Eon - Website/app not working, cannot obtain online quote via phone

CrM90

I moved into a new build property 2 months ago, and for the first month and a half we were waiting for a switch comparison company to put us in touch with Toto energy who were offering us the best rates, and also waiting for Toto to contact us too. 6 weeks later after chasing them ourselves, they told us we had been de-energised and were not on the national database so could not switch until our default provider rectified this for us.

Anyway, cut to the main issue. By default we are with eon. We rode the first month and a half out on a pay-as-you-use tarriff whilst waiting for the switch. Upon finding out eon had apparently de-energised us, I made contact with them and they told us this was not the case, but that they would add us to the national database which would take a number of weeks (yet to be seen if this has been done).

In the meantime, the quote finder on eon's website quoted us a better price than initially we'd been told, so we were more than happy to stay with them and sign up to a proper fixed monthly direct debit tariff. However, for 5 days now, both the app and the website takes us through the quote process until we click to sign up to this online quote, only for the website to show an error message, and the app just loads a blank page. This has happened every single time, every day.

After being on hold for 40mins on the phone, I was then told that they could not offer me this same deal over the phone, and that it was online-only; something I was well aware of,but the lady on the phone could not grasp their inability to complete the tariff online. Instead, she offered me a phone tariff that would cost £10 extra a month and proceeded to try and put me on this, despite my constant objections. Anyway, the phone conversation soon faded, and I was told to try the website today, and ring back tonight if it still fails to work. I've spoken to their live chat today, but they too say that I have to ring up to solve this, but that they cannot offer me the online tariff on the phone.

So my query is, how do I get around this?? The more they have me chasing my tail and tell me things I already know, the more I want to leave - yet I do actually want to sign up properly to them and take this deal! I'm resigned to the fact I will have to call up yet again, wait on hold for over half an hour yet again, to resolve it one way or the other - but surely they can process the online tariff for me over the phone? As it seems their website/app isn't going to be fixed any time soon...

Former_E.ON_Company_Representative:_Malc

CrM90 wrote: »

I moved into a new build property 2 months ago, and for the first month and a half we were waiting for a switch comparison company to put us in touch with Toto energy who were offering us the best rates, and also waiting for Toto to contact us too. 6 weeks later after chasing them ourselves, they told us we had been de-energised and were not on the national database so could not switch until our default provider rectified this for us.

Anyway, cut to the main issue. By default we are with eon. We rode the first month and a half out on a pay-as-you-use tarriff whilst waiting for the switch. Upon finding out eon had apparently de-energised us, I made contact with them and they told us this was not the case, but that they would add us to the national database which would take a number of weeks (yet to be seen if this has been done).

In the meantime, the quote finder on eon's website quoted us a better price than initially we'd been told, so we were more than happy to stay with them and sign up to a proper fixed monthly direct debit tariff. However, for 5 days now, both the app and the website takes us through the quote process until we click to sign up to this online quote, only for the website to show an error message, and the app just loads a blank page. This has happened every single time, every day.

After being on hold for 40mins on the phone, I was then told that they could not offer me this same deal over the phone, and that it was online-only; something I was well aware of,but the lady on the phone could not grasp their inability to complete the tariff online. Instead, she offered me a phone tariff that would cost £10 extra a month and proceeded to try and put me on this, despite my constant objections. Anyway, the phone conversation soon faded, and I was told to try the website today, and ring back tonight if it still fails to work. I've spoken to their live chat today, but they too say that I have to ring up to solve this, but that they cannot offer me the online tariff on the phone.

So my query is, how do I get around this?? The more they have me chasing my tail and tell me things I already know, the more I want to leave - yet I do actually want to sign up properly to them and take this deal! I'm resigned to the fact I will have to call up yet again, wait on hold for over half an hour yet again, to resolve it one way or the other - but surely they can process the online tariff for me over the phone? As it seems their website/app isn't going to be fixed any time soon...

Hello CrM90 and welcome to the Forums.

You mention you're on a 'pay-as-you-use tariff.' Do you mean you've a prepayment meter where you top up in advance either through our online services or via various retail outlets?

If you've this type of meter, we've only the one tariff available and it's not possible to switch to another through our website or over the phone. This is why the error messages would've been displayed on our website.

I'm unsure from your post as the advisor you spoke to should've recognised this and advised accordingly.

Did you contact us when you first moved in with meter readings so the builder's account could be closed and a new one opened for you? If not, the best place to start is with our Home Moves team (contact details are on our website). They'll start the ball rolling and let you know the options available.

I'm sorry if I've misunderstood your post CrM90 and hope you've settled in to your new home. Please let me know if I've misunderstood and I'll be happy to review my reply.

Malc