EON Massive bill?

mikejay

Gerry1 said:

Stop phoning, put in all in writing so you have have an audit trail for the ombudsman.  Start by sending a letter headed COMPLAINT by snail mail, getting a free Certificate of Posting.

I have not phoned them up until now I have been using the chat system and requesting the transcripts which from yesterdays chat I got but this mornings they did not send. This is why I try and communicate via email so I have proof of what was said. And did not want to ring them  for that reason but I have had to now to put in the complaint 49 minutes on the phone.

mikejay

so rang eon to complain they said I am on single rate meter I said I know but at one time it was dual rate in 2016 weekday and weekend not day and night. she said yes I can see your pictures of the readings let me speak with smart meter team. I told her it was an old register not been in use since about 2017.  got back to me told me the smart meter team will change my meter to single rate. So I  asked about the massive bill and the 3348kw I am being billed for she said take it up with BG. I said it is Eon who is billing me and made me increase my direct debit. So on hold again now comes back my meter will be set up correctly on dual rates and I will have to submit readings from both registers. Told her I did not want dual rates she said but the meter is a dual rate meter. I told her I did not want dual rate tariff she said it will be same a single rate  so I asked if it was same tariff I signed up to she said yes. That in 4 to 6 weeks the meter reading dispute will be resolved and I will be billed accordingly. And that the £796 bill will be put on hold until then. So 49 minutes on the phone and still not really sure if it will be sorted.

Tallerdave

If the meter was configured as dual rate, rate 2 would have been incrementing.  The fact it hasn't is clear evidence it's not. Unfortunately, the energy industry is still being a dinosaur stuck in the last century when an E7 meter was always an E7 meter. Smart meters are both and presumably the DCC configures them at the request of suppliers?

[Deleted User]

Tallerdave said:

If the meter was configured as dual rate, rate 2 would have been incrementing.  The fact it hasn't is clear evidence it's not. Unfortunately, the energy industry is still being a dinosaur stuck in the last century when an E7 meter was always an E7 meter. Smart meters are both and presumably the DCC configures them at the request of suppliers?

Not true. Octopus used to use two registers for its dual rate tariff but reverted to single register R1 billing. The meter retained the old R2 reading, and the total import reading was R1 plus R2. The OP is faced with a simple error. The data collectors have correctly used the R1 reading to open and close the accounts; however, the minions at E.oN are now billing on the total index reading. E.oN as the gaining supplier needs to resolve this under the ARD process. 

Reed_Richards

MWT said:

... the key point remains that every smart meter installed to date is capable of being in either single rate mode or multi-rate mode and it can change between those over time...

Then bills for smart meters should show the contents of every non-zero register, even if one of them is static because it is no longer used.  That would have given the OP the clue the needed to provide the correct readings.  And what on earth are you supposed to do if you move into a house with a smart meter and don't know any past history?  

MWT

Reed_Richards said:

MWT said:

I'm sure you have tried, but the key point remains that every smart meter installed to date is capable of being in either single rate mode or multi-rate mode and it can change between those over time...

Then bills for smart meters should show the contents of every non-zero register, even if one of them is static because it is no longer used.  That would have given the OP the clue the needed to provide the correct readings.  And what on earth are you supposed to do if you move into a house with a smart meter and don't know any past history?  

You shouldn't need to know or care about past history and it isn't sensible to put additional registers on a bill for a meter in single rate mode.

The current system isn't broken, it was working correctly even through the switch, it is only because of an unfortunate error in providing a manual meter reading that things have spun off in a wrong direction.

Energy supplier systems will not cope with providing tracking of unused meter registers and are likely to break in creative ways if people try to do that.

It really is as simple as respecting the mode the meter is in which is what was happening until E.ON tried to fix a problem that isn't there...

All that needs to change is ignore the wrong customer reading and just more forward from there, nothing to fix, nothing to dispute just ignore the incorrect reading.

Reed_Richards

MWT said:
...it is only because of an unfortunate error in providing a manual meter reading that things have spun off in a wrong direction.

"Unfortunate error" or accident waiting to happen?  How on earth is the customer to know which reading to provide?  How do they know to ignore the reading on their IHD?  At the very least a clue, if you are supposed to read R1 then the bills should say "R1" (e.g. "Smart meter reading (R1)" or "Normal (R1)".  

MWT

Most if not all energy suppliers do in fact tell smart meter users on a single rate tariff to report the first register not the total import...

Something like this is typical in the instructions:

"You'll see the letters “IMP R01” appear on the screen."

Also all the meters I've used so far will show R01 by default when in single rate mode and you need to hunt further to find total import.

Reed_Richards

And does the same apply to the IHD?  It seems to be quite common for people to regard that as a remote display of what the meter says and in this instance the confusion started when the OP took the reading displayed on their IHD as the reading they should report. 

MWT

Can't comment on the IHD so easily as there are quite a few different models out there and what they show does not seem to be standard between models.