Problems with Eon - and the switch hasn't even gone through yet!

Former_E.ON_Company_Representative:_Malc

littlewren wrote: »

I changed from Scottish Power to Eon about 3 weeks ago through Martin's Cheap Energy Club website. I was a bit worried about leaving Scottish Power as I'd had no problems with them or their website but I wanted a better tariff.

So I started the switch and received a letter from Eon about a week later to say I could now register my account, enter my meter readings and set up a direct debit, the letter was dated 28th Dec. I read the meters, went to their website, registered, and was told I couldn't enter the readings until at least the 2nd Jan. This was the first thing, just a hiccup because of Christmas I thought.

2nd Jan, I went back, logged in, entered my electricity reading and found it wasn't possible to enter the gas reading. I decided to use online chat. The person I 'chatted' with told me I could give her the gas reading, which I did. She took a while but then came back to say that they now had both the electricity & gas meter readings.

A few days later I logged in again to make sure the box stating 'meter readings' had a tick to show that this part of the process had been completed but it didn't have. I just thought the website was very slow in updating.

Now I've just received an e-mail saying "We need your meter readings, if you don't enter them we will estimate them and you will pay more." Logging in again, there is an exclamation mark in the meter readings box.

I tried clicking on the link to enter the meter readings yet again as they requested and it says 'As you have already provided us with your opening meter readings.
We are unable to accept any further meter readings for the time being.' (Not even proper sentences from them).

Is this a sign of things to come? Has anyone else who is with Eon or changing over had these problems? I'm beginning to wish I'd stayed with Scottish Power who are on the ball and whose website is great.

littlewren wrote: »

I have just been chatting online again with them, they said to ignore the letter and ignore the email! I asked what was the point then in sending out a letter & email, they said they didn't know, probably because I am a new customer. On the website when I log in, it says 'you need to enter your meter readings' and I pointed this out to him, he just said 'take no notice.' Oh dear, let's hope we haven't made a big mistake!

I wish the Eon representative was on here at the moment.

littlewren wrote: »

That's terrible SeeMe, we're constantly being told that it's easy to switch yet when you come across problems like this it's no wonder people are wary. I was hoping the Eon rep would see my post on here but no joy.

The chat person (overseas as always) told me they have my readings and quoted them back to me but if, like with you, they don't send them on to the new supplier what good is that?!

Hello littlewren and thank you for joining us.

From what you say, it does seem all's on track with your switch. I know it can seem a little confusing at times and thought it might help if I explain what happens behind the scenes.

Switches usually complete in about two and half weeks. This will be the Supply Start Date (SSD). It takes longer before accounts are fully up and running as we need to let other industry third parties know about a change of supplier. These include the energy distributors, meter operators/readers (Data Collectors) and the national databases. We look to have everything done within 42 calendar days of the SSD. It's often earlier.

Once all is through and verified by the third parties, accounts go fully live and are backdated to the SSD.

Many thanks for letting us have your opening meter readings. These will be logged on your account ready for when all goes live. We'll also send them to your old supplier so they can use them to close their account. This makes sure the same energy isn't charged twice. The readings go through the Data Collector who checks they're in line with past readings held for the property.

Whilst this is happening the account will only be partially active. This means you'll receive emails and online messages as you describe. Totally understand how annoying it can be to receive requests for something you've already done. We do take somewhat of a 'belt and braces' approach when we're after opening meter readings. Regrettably, not everyone is as quick to respond when it comes to sending this information. As advised, please ignore these messages. They'll stop as soon as the account goes fully live.

We use a meter reading window for opening readings and the first set of valid readings received during this time will be used. No more readings will be accepted until the account is fully live.

Information for the electricity and gas can transfer at different times. This will be why you were able to enter the electricity reading and not the gas. The advisor you chatted to will have logged the gas reading ready for when the relevant details are uploaded to the account. Once this happens, your online account will update accordingly.

Sorry for bombarding you with all this information littlewren and for the confusion caused. Please let me know if there's anything else you're unsure about as happy to help.

Malc

littlewren

E.ON_Company_Representative:_Malc wrote: »

Hello littlewren and thank you for joining us.

From what you say, it does seem all's on track with your switch. I know it can seem a little confusing at times and thought it might help if I explain what happens behind the scenes.

Switches usually complete in about two and half weeks. This will be the Supply Start Date (SSD). It takes longer before accounts are fully up and running as we need to let other industry third parties know about a change of supplier. These include the energy distributors, meter operators/readers (Data Collectors) and the national databases. We look to have everything done within 42 calendar days of the SSD. It's often earlier.

Once all is through and verified by the third parties, accounts go fully live and are backdated to the SSD.

Many thanks for letting us have your opening meter readings. These will be logged on your account ready for when all goes live. We'll also send them to your old supplier so they can use them to close their account. This makes sure the same energy isn't charged twice. The readings go through the Data Collector who checks they're in line with past readings held for the property.

Whilst this is happening the account will only be partially active. This means you'll receive emails and online messages as you describe. Totally understand how annoying it can be to receive requests for something you've already done. We do take somewhat of a 'belt and braces' approach when we're after opening meter readings. Regrettably, not everyone is as quick to respond when it comes to sending this information. As advised, please ignore these messages. They'll stop as soon as the account goes fully live.

We use a meter reading window for opening readings and the first set of valid readings received during this time will be used. No more readings will be accepted until the account is fully live.

Information for the electricity and gas can transfer at different times. This will be why you were able to enter the electricity reading and not the gas. The advisor you chatted to will have logged the gas reading ready for when the relevant details are uploaded to the account. Once this happens, your online account will update accordingly.

Sorry for bombarding you with all this information littlewren and for the confusion caused. Please let me know if there's anything else you're unsure about as happy to help.

Malc

Hi Malc and thank you so much for your reply, which explained a lot.

However, I've just gone to the website, as it said that my account should be live today. It is showing as slightly different which makes me think it must be live & the meter reading box with an exclamation box has gone. However, that notice about supplying my meter readings is still there.

It says: Send us your meter readings. You're set up but still need to read your meter!

If I go to the meter reading page, it will let me enter my readings, which it didn't let me before. But I've supplied them! So I won't again, but why is this message showing even though my account is live?

I've logged in to my Scottish Power account today and it says 'switch complete' so could you confirm whether Eon still needs further readings plse?

Many thanks for your help.

drphila

Hi Malc


First of all let me say that it is good that you are available on the forum to deal with queries.


Having said that though I'm afraid I'm unimpressed with my experiences in trying to switch. Having submitted readings on the 7th I'm asked again for them today. (and there is no record of the 7th readings on my portal) I phoned and was told that this was your system and I would be asked for them again and again until the switch completes. Seriously?


UPDATE: Just tried to enter today's readings - accepted gas, "can't accept electricity meter reading at this time". Very poor

SeeMe

littlewren wrote: »

I've logged in to my Scottish Power account today and it says 'switch complete'

Hmm, when i log back in to my old supplier British Gas it does not show this message, even though i am supposed to be fully with Eon now:(

Former_E.ON_Company_Representative:_Malc

littlewren wrote: »

Hi Malc and thank you so much for your reply, which explained a lot.

However, I've just gone to the website, as it said that my account should be live today. It is showing as slightly different which makes me think it must be live & the meter reading box with an exclamation box has gone. However, that notice about supplying my meter readings is still there.

It says: Send us your meter readings. You're set up but still need to read your meter!

If I go to the meter reading page, it will let me enter my readings, which it didn't let me before. But I've supplied them! So I won't again, but why is this message showing even though my account is live?

I've logged in to my Scottish Power account today and it says 'switch complete' so could you confirm whether Eon still needs further readings plse?

Many thanks for your help.

Hello littlewren and glad my reply was useful.

Things are looking good. The account will be live if you can enter meter readings. Also, as SP have confirmed their account is closed, it looks like they've received validated readings. Please make sure these are the same as we've opened to.

If you pop in up to date readings, the message will disappear after about 24 hours.

Thanks littlewren and have a good weekend.

Malc

littlewren

E.ON_Company_Representative:_Malc wrote: »

Hello littlewren and glad my reply was useful.

Things are looking good. The account will be live if you can enter meter readings. Also, as SP have confirmed their account is closed, it looks like they've received validated readings. Please make sure these are the same as we've opened to.

If you pop in up to date readings, the message will disappear after about 24 hours.

Thanks littlewren and have a good weekend.

Malc

Hi Malc, thanks so much for your reply. I didn't think I'd have to enter any more meter readings yet?

Former_E.ON_Company_Representative:_Malc

drphila wrote: »

Hi Malc


First of all let me say that it is good that you are available on the forum to deal with queries.


Having said that though I'm afraid I'm unimpressed with my experiences in trying to switch. Having submitted readings on the 7th I'm asked again for them today. (and there is no record of the 7th readings on my portal) I phoned and was told that this was your system and I would be asked for them again and again until the switch completes. Seriously?


UPDATE: Just tried to enter today's readings - accepted gas, "can't accept electricity meter reading at this time". Very poor

Hello drphila and thanks for joining us.

I'm sorry you're unhappy with the way the switch is going. Much of what you're going through is similar to littlewren's experience. Please see my reply on 9 January 20 (post #12) above.

Mainly, we take a 'belt and braces' approach when looking for opening meter readings as a lot of customers aren't as proactive as most MSE users. As a result, emails asking for readings go out automatically every so often until the account goes live. Please ignore further requests once you've let us have opening readings.

Also, the electricity and gas can come over at different times. This is why your gas readings have been accepted and not the electricity. You'll be able to enter electricity readings shortly.

Totally understand the current system is far from perfect. Our IT people are aware of the online issues and we're also working with industry partners to improve the overall switching experience.

Thanks again for switching to us drphila.

Malc

Former_E.ON_Company_Representative:_Malc

littlewren wrote: »

Hi Malc, thanks so much for your reply. I didn't think I'd have to enter any more meter readings yet?

You don't have to littlewren. It's just a suggestion.

We always encourage customers to enter readings frequently as it helps build up an accurate picture of their usage. This, in turn, adds to the accuracy of things like Monthly Direct Debit estimates and the energy usage information in the E.ON See tool.

Don't worry if you prefer not to enter readings at this time. We'll be in touch again when the first bill is due.

Thanks littlewren.

Malc

littlewren

E.ON_Company_Representative:_Malc wrote: »

You don't have to littlewren. It's just a suggestion.

We always encourage customers to enter readings frequently as it helps build up an accurate picture of their usage. This, in turn, adds to the accuracy of things like Monthly Direct Debit estimates and the energy usage information in the E.ON See tool.

Don't worry if you prefer not to enter readings at this time. We'll be in touch again when the first bill is due.

Thanks littlewren.

Malc

Thank you Malc, it's great having you on here to answer questions, you've been such a help

SeeMe

E.ON_Company_Representative:_Malc wrote: »

You don't have to littlewren. It's just a suggestion.

We always encourage customers to enter readings frequently as it helps build up an accurate picture of their usage. This, in turn, adds to the accuracy of things like Monthly Direct Debit estimates and the energy usage information in the E.ON See tool.

Don't worry if you prefer not to enter readings at this time. We'll be in touch again when the first bill is due.

Thanks littlewren.

Malc

So its not a bad idea to give monthly meter readings then, i will probably do that.