E.on Mobile App

kev2009

Hi @E.ON_Company_Representative:_Malc
I've had a email to say account it setup.  I can login online but when i login i don't see my tariff info displayed yet, can't view DD etc.  When i try to login on the mobile app it just says "we're sorry, you're not able to submit meter reads or view bill via our app at the moment.  Please login to our website to view your account this time".  Do i need to wait a bit longer for the mobile app to work or should it be working now?
Thanks
Kev

kev2009

Hi, 
Just logged in online and it has a tick next to received meter reading, even though I have no submitted one.  Does this mean you have taken a reading from my smart meter and I don't need to submit one or should I still submit one nearer to my switch date? I don't know what the reading is as it doesn't say on the page.
Thanks
Kevin

Former_E.ON_Company_Representative:_Malc

kev2009 said:

Hi @E.ON_Company_Representative:_Malc
I've had a email to say account it setup.  I can login online but when i login i don't see my tariff info displayed yet, can't view DD etc.  When i try to login on the mobile app it just says "we're sorry, you're not able to submit meter reads or view bill via our app at the moment.  Please login to our website to view your account this time".  Do i need to wait a bit longer for the mobile app to work or should it be working now?
Thanks
Kev

kev2009 said:

Hi, 
Just logged in online and it has a tick next to received meter reading, even though I have no submitted one.  Does this mean you have taken a reading from my smart meter and I don't need to submit one or should I still submit one nearer to my switch date? I don't know what the reading is as it doesn't say on the page.
Thanks
Kevin

Hi @E.ON_Company_Representative:_Malc
As you know i'm in process of switching to E.on.  Today i had a email saying they need me to submit a meter reading BUT the link in the email doesn't allow me to submit a reading, i enter in account number, post code, email, next page I select Elec and then nothing.

IF i login, it has a tick next to meter reading implying you had a meter reading but doesn't say what the meter reading is or when they got it as I've not submitted a reading yet - no box appears when i tried the link in email for me to submit a reading.
How should I proceed? Should I call e.on up?
Thanks
Kev

Morning Kevin and welcome to E.ON.

I've seen your other thread with similar questions and thought it might be useful to give a brief description of what happens when you join us from another supplier.

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 what's happening. These include the energy distributors, meter operators/readers (Data Collectors) and the national databases. We look to have everything done and dusted within 42 calendar days of the SSD. It's often sooner. Once all is through, accounts go fully live and are backdated to the SSD.

Whilst this is happening the online account will only be partially active. This means you'll receive emails and online messages. There will be some things you won't be able to do or see immediately including full tariff details and the Direct Debit Manager.

At this stage, it's not possible to take readings from your smart meters as we won't have control of them yet. This will happen once all is live. Instead, we'll ask you for readings. Totally appreciate, customers might not be able to let us have readings on the SSD itself and so we use a meter reading window for opening readings. Please ignore the tick you can see and let us have readings within the window. Not sure why the link in the email we've sent isn't working. Make sure you're using a browser we support (latest versions of Chrome, Firefox, Edge, Safari and Internet Explorer). If you're still struggling, please phone our Change of Supplier Residential Gains team. They'll be happy to take the readings.

The first set of valid readings received during the window will be used. No more readings will be accepted until the account is fully live. We'll also send the same readings to the old supplier so they can close their account. The readings go through the Data Collector who check they're in line with past readings held for the property.

Also, we take a bit of a belt and braces approach to opening meter readings and you might continue to receive emails/messages after you've given us readings asking for them again. If you do, please ignore them. Customers don't always respond quickly to requests for readings and messages go out regularly until accounts are fully live.

Data for the electricity and gas can transfer at different times and you might see one fuel go live before the other. You can see how the switch is going through the 'Track My Switch' tool on our website.

Hope this is of use Kevin. Please let me know if you need any more information as happy to help.

Malc

D_M_E

Therefore, when meter readings have been supplied to finalize the switch - either by online chat or via the email us facility on the Contact Us section of the website - don'tbother attempting to supply any further readings for 2 months as they will not be accepted by E.ON's systems and ignore any reminders to submit readings during this period?

Is this correct, Malc?

kev2009

Thanks @E.ON_Company_Representative:_Malc
The meter reading I have at present on me is from Monday so i'll get another one and then call up and provide it.
Thanks
Kev

Former_E.ON_Company_Representative:_Malc

D_M_E said:

Therefore, when meter readings have been supplied to finalize the switch - either by online chat or via the email us facility on the Contact Us section of the website - don'tbother attempting to supply any further readings for 2 months as they will not be accepted by E.ON's systems and ignore any reminders to submit readings during this period?

Is this correct, Malc?

That's about right D_M_E. It could take up to a couple of months in certain situations. Usually, it's quicker.

As in my reply to kev2009 above, following a change of supplier, we look to have the new account up and running within 42 calendar days of when we start supplying. It's often sooner. The additional time is due to the reasons I mentioned to Kev.

Before it's fully live, apart from the first set of readings received during the Opening Meter Reading window, new customers won't be able to enter further readings or use the online tools. Once given, they should ignore further requests for readings until the account is live. Once it is, the account will be backdated to the Supply Start Date.

Hope this explains D_M_E.

Malc

 

Former_E.ON_Company_Representative:_Malc

kev2009 said:

Thanks @E.ON_Company_Representative:_Malc
The meter reading I have at present on me is from Monday so i'll get another one and then call up and provide it.
Thanks
Kev

Thanks Kev.

Malc

kev2009

Hi,
So i got a email today from my enquire and it seems the meter ready they have is approx 8 units higher than my actual meter reading from Monday so i'm just going to let it go as that.  Not sure where they got that from, Maybe SSE have estimated but as its a smart meter, surely that defeats the purpose so unsure but its only 8 units and even if it is more than my meter uses, it wont take long to use those 8 units so wont be a huge issue for me so i'm going to leave as is as hopefully will be less issues and avoid any confusion/delays.
Thanks
Kevin

kev2009

Hi,

Had a email to say the switch is complete, however i'm unable to sign into the E.On Mobile app on my phone, any ideas why? Does this lake longer or is it different login details to the website?  The website I can login to, but not much info on there as of yet i.e I cant' view DD info, can view meter readings etc so until I guess a month or 2 has gone by then I suspect it will all be more usable but was hoping to be able top login to the mobile app.
Thanks
Kevin

Former_E.ON_Company_Representative:_Malc

kev2009 said:

Hi,
So i got a email today from my enquire and it seems the meter ready they have is approx 8 units higher than my actual meter reading from Monday so i'm just going to let it go as that.  Not sure where they got that from, Maybe SSE have estimated but as its a smart meter, surely that defeats the purpose so unsure but its only 8 units and even if it is more than my meter uses, it wont take long to use those 8 units so wont be a huge issue for me so i'm going to leave as is as hopefully will be less issues and avoid any confusion/delays.
Thanks
Kevin

kev2009 said:

Hi,

Had a email to say the switch is complete, however i'm unable to sign into the E.On Mobile app on my phone, any ideas why? Does this lake longer or is it different login details to the website?  The website I can login to, but not much info on there as of yet i.e I cant' view DD info, can view meter readings etc so until I guess a month or 2 has gone by then I suspect it will all be more usable but was hoping to be able top login to the mobile app.
Thanks
Kevin

Hello kev2009  and glad the switch has gone through.

You're right, even though we're now supplying your energy, it takes longer before the account will be fully up and running. This applies to the online account and app too. Until live, there'll be certain things you won't be able to see or do when using our website.

With the app, as you already have an online account, you will be able to log into the app using the same login details. One thing to be aware of with the app, as a new customer, you won't be able to use it fully until after the first bill has been issued.

Thanks for your patience kev2009.

Malc

kev2009

Hi @E.ON_Company_Representative:_Malc
Any idea how long before SSE issue final bill and then refund any money left over back to me?
Thanks
Kev