Switching to Eon - should I cancel now?

bikeman

I initiated a switch from Utility Point to EON a couple of weeks ago, mainly because Utility Point were incapable of providing me with the details of the tariff they were going to move me on when my contract ended. 
I thought Utility Point were a bunch of clowns but now I'm concerned that I jumped out of the frying pan into the fire.
EON, sent me several welcome emails, encouraging me to setup an online account. The links and codes in these emails failed to work and I had to re-register. Sending them messages and phoning got the usual 'due to corona virus our staff are watching day time tv etc'.
Eventually opened an account and was prompted to supply my meter readings. Tried to submit the readings but each time the website times out with a 504 gateway timeout.
3 days later, it's got worse and now I can't even log into my account.
Is this a taste of what's to come? How do I back out of this switch? 

Neil_Jones

If the switch hasn't completed yet wait for it to do so.  Then you can switch again in the normal way.

If it was less than 14 days from when you hit submit on the sign-up form you could just phone up Eon and say I don't want to switch now, please cancel.  But sounds like you're past that point, so might be easier to wait it out and then move on.  Note that if you jumped on a fixed tariff you may incur early exit fees - see your tariff details.

A 504 error may not necessarily be an Eon error.  That normally means something else went wrong on the way to the website, due to the way the internet works.

Gerry1

Sounds like you're very close to being out of time if you switched two weeks ago: the cooling off period is 14 days.  After that the switch goes through and you can only get out of it by choosing a new supplier and paying the E.On exit fee(s), if applicable.

But are you sure your switch has already gone through?  If it's still being processed that may explain why you can't yet log in.  Didn't E.On give you a start date?

barker77

Gerry1 said:

Sounds like you're very close to being out of time if you switched two weeks ago: the cooling off period is 14 days.  After that the switch goes through and you can only get out of it by choosing a new supplier and paying the E.On exit fee(s), if applicable.

But are you sure your switch has already gone through?  If it's still being processed that may explain why you can't yet log in.  Didn't E.On give you a start date?

Not quite true. I believe at anytime on an E.on fixed deal you can move to the E.on standard tariff and then switch without charge. @E.ON_Company_Representative:_Helena should be able to confirm .

Gerry1

barker77 said:

Gerry1 said:

Sounds like you're very close to being out of time if you switched two weeks ago: the cooling off period is 14 days.  After that the switch goes through and you can only get out of it by choosing a new supplier and paying the E.On exit fee(s), if applicable.

But are you sure your switch has already gone through?  If it's still being processed that may explain why you can't yet log in.  Didn't E.On give you a start date?

Not quite true. I believe at anytime on an E.on fixed deal you can move to the E.on standard tariff and then switch without charge.

The OP was expressing dissatisfaction with E.On's customer service, not with any specific E.On tariff, and was seeking to cancel the switch to E.On before it became effective.  He may well be able to transfer to a different E.On tariff without any exit fee(s), but that will not meet his objective.

If the 14 day window has now expired then his only escape route will be to switch to a different company once his switch to E.On has completed, but he will have to pay any E.On exit fee(s) that may apply.

barker77

Totally agree E.on are a shambles. But surely being able to move penalty free even after the 14 days has to be a good thing! As mentioned above I believe that even if you are on a fixed deal with E.on that has exit penalties , you can move to the standard E.on tariff without penalty and then leave them without exit fees.

bikeman

Today is my switch day. Still can't submit a meter reading without their website crashing and sending me to
https://www.eonenergy.com/for-your-home/service-unavailable/service-unavailable
Their phone number cuts me off. The number I have is 0345 052 000.

_Jem_

bikeman said:

Today is my switch day. Still can't submit a meter reading without their website crashing and sending me to
https://www.eonenergy.com/for-your-home/service-unavailable/service-unavailable
Their phone number cuts me off. The number I have is 0345 052 000.

I'm in the process of switching to eon and I have to say their website for logging in seems to be pretty poor crashing times out.  

E.ON_Company_Representative:_Helena

bikeman said:

Today is my switch day. Still can't submit a meter reading without their website crashing and sending me to
https://www.eonenergy.com/for-your-home/service-unavailable/service-unavailable
Their phone number cuts me off. The number I have is 0345 052 000.

Hi bikeman,

I'm sorry for the delay in replying.

We are all working now and there shouldn't be that message when you call us, I do know there have been some slightly longer wait times and I realise it's really frustrating.

I'm really sorry about the issues that you're having with the website, I've tried today and logged in fine. It may be worth checking that you're using a browser that we support, 

Desktop

• Chrome - latest (71) and the two previous versions
• Firefox - latest (64) and the two previous versions
• Edge - latest (17) and the previous version
• Safari - latest (12) and the previous version
• Internet Explorer - latest (11) only

When you first join us your account will be in what we call registration confirmed, you can still register online and log in, but some areas of the site you won't be able to use until the account is fully live.

I know you've had a problem submitting your meter reads, you can pop on to Live Chat via the website, or put them on to a Direct Message on Twitter or a Direct Message on Facebook, one of the guys will pick them up and add them to your account for you.

If the website issues carry on, please do get in touch and we'll help.

Thank you

Helena
 
Just to add, the phone number you have posted isn't quite right, it's missing a zero off the end so that's the problem, I'm not able to post numbers or links, but if you go on to the website, the numbers are listed there.

Gerry1

E.ON_Company_Representative:_Helena said:

It may be worth checking that you're using a browser that we support

Desktop

• Firefox - latest (64) and the two previous versions
• Edge - latest (17) and the previous version

The latest version of Firefox is 81.0, and for Edge it's 85.0.564.51.

barker77

E.ON_Company_Representative:_Helena said:

bikeman said:

Today is my switch day. Still can't submit a meter reading without their website crashing and sending me to
https://www.eonenergy.com/for-your-home/service-unavailable/service-unavailable
Their phone number cuts me off. The number I have is 0345 052 000.

Hi bikeman,

I'm sorry for the delay in replying.

We are all working now and there shouldn't be that message when you call us, I do know there have been some slightly longer wait times and I realise it's really frustrating.

I'm really sorry about the issues that you're having with the website, I've tried today and logged in fine. It may be worth checking that you're using a browser that we support, 

Desktop

• Chrome - latest (71) and the two previous versions
• Firefox - latest (64) and the two previous versions
• Edge - latest (17) and the previous version
• Safari - latest (12) and the previous version
• Internet Explorer - latest (11) only

When you first join us your account will be in what we call registration confirmed, you can still register online and log in, but some areas of the site you won't be able to use until the account is fully live.

I know you've had a problem submitting your meter reads, you can pop on to Live Chat via the website, or put them on to a Direct Message on Twitter or a Direct Message on Facebook, one of the guys will pick them up and add them to your account for you.

If the website issues carry on, please do get in touch and we'll help.

Thank you

Helena
 
Just to add, the phone number you have posted isn't quite right, it's missing a zero off the end so that's the problem, I'm not able to post numbers or links, but if you go on to the website, the numbers are listed there.

Can you confirm if you can move from a fixed deal to the eon standard tariff and then move without exit penalty?