Eon / Eon-Next : Can anyone help me

[Deleted User]

I am sorry - this is a bit of a long tale but without the history, it makes no sense.

In 2018 I purchased a house and inherited old Smets1 Utilita meters.  I changed energy supplier to Bulb about 6 month's later and in May 2019 they replaced my electricity meter for a Smets2 meter (single phase supply)

In May 2021, I changed to Eon.  Meters transferred over without problems with continuous reads as you would expect from Smets2.  However Eon changed my Profile number, Time Switch and Line Loss numbers so that my account shows as being Economy7.  I don't have economy7 and I don't ever want economy7.  I contacted Eon who eventually agreed that I have a single phase meter and billed me as a single phase metered account.  They assured me that they would correct the Profile number etc to reflect this, but did not do so.

November 2021 - I found out that I had been switched to Eon-next.  Whilst they may be part of the Eon group, they are an entirely different energy supplier.  This was done without my consent and when they switched me, they advised eon-Next that I am an Economy 7 customer.  So my energy bills have more than doubled because of incorrect billing.

No end of issues with Eon-Next

• Smart meter cannot be read by their metering system 
• Charged for Economy7 instead of single rate
• Direct debit increased by 125%
• Energy bills increased by in excess of 100% - I thought that there was a price cap!!

I filed an immediate Formal complaint against Eon through Resolver for not amending my account as they claimed they would and thereby switching me to eon-Next using incorrect information.  I advised them that this needed to be corrected or I would go to the Information Commissioner with a formal complaint for failure to correctly process my data and also to correct the incorrect data when requested to do so.  I received a "thank you for your email" response from Eon-Next (not from Eon) and nothing has happened since. 

I have since found out that I am able to object to being forcibly switched to Eon-next and have issued a request again via Resolver requesting that Eon recall my account - again no response.

I have spent the last two weeks in back and forth Twitter conversations with someone from Eon-Next Australia trying to get my account sorted out.  Eon-next have now changed my tariff from economy7 to single phase but have done nothing about my Profile number, time switch or line loss numbers which means that to all intents and purposes my account still shows as economy7 supply.   Despite having proven in numerous submissions of previous billing (Bulb) what my full MPAN and profile should be Eon-next have implied that I am don't know what I am talking about and that I have never had a single phase meter.

1. How can I get this corrected because if my profile etc is not corrected then I will be unable to switch because I will end up in the same position with the next company saying "your MPAN profile says economy7"?  All because Eon took it upon themselves to make an "error of fact change" to my meter when they remotely programmed the tariffs back in May 2021.  I have a SAR request in with Bulb for the meter transfer information which I am sure will bear out what I have said.
2. How can I enforce my request to be switched back to Eon? As I am aware I have the right as a consumer to object to being switched to another energy provider without my implicit or explicit consent.  I did not initiate this switch, I did not agree to it and I was not offered the opportunity or the right to object, because if they had offered me that right, I would have obtained quotes from MSE and switched to another company.

I would appreciate any help and advice you can offer as I am at my wit's end

Thank you

Reed_Richards

I always thought that your MPAN was something that never changed, even if you changed your electricity meter or your electricity supplier.  With a SMETS2 meter I understand that it should be possible to switch between single rate and Economy 7 so any code in the MPAN designating Economy 7 should be redundant anyway. 

Sea_Shell

Deleted_User said:

I am sorry - this is a bit of a long tale but without the history, it makes no sense.

In 2018 I purchased a house and inherited old Smets1 Utilita meters.  I changed energy supplier to Bulb about 6 month's later and in May 2019 they replaced my electricity meter for a Smets2 meter (single phase supply)

In May 2021, I changed to Eon.  Meters transferred over without problems with continuous reads as you would expect from Smets2.  However Eon changed my Profile number, Time Switch and Line Loss numbers so that my account shows as being Economy7.  I don't have economy7 and I don't ever want economy7.  I contacted Eon who eventually agreed that I have a single phase meter and billed me as a single phase metered account.  They assured me that they would correct the Profile number etc to reflect this, but did not do so.

November 2021 - I found out that I had been switched to Eon-next.  Whilst they may be part of the Eon group, they are an entirely different energy supplier.  This was done without my consent and when they switched me, they advised eon-Next that I am an Economy 7 customer.  So my energy bills have more than doubled because of incorrect billing.

No end of issues with Eon-Next

• Smart meter cannot be read by their metering system 
• Charged for Economy7 instead of single rate
• Direct debit increased by 125%
• Energy bills increased by in excess of 100% - I thought that there was a price cap!!

I filed an immediate Formal complaint against Eon through Resolver for not amending my account as they claimed they would and thereby switching me to eon-Next using incorrect information.  I advised them that this needed to be corrected or I would go to the Information Commissioner with a formal complaint for failure to correctly process my data and also to correct the incorrect data when requested to do so.  I received a "thank you for your email" response from Eon-Next (not from Eon) and nothing has happened since. 

I have since found out that I am able to object to being forcibly switched to Eon-next and have issued a request again via Resolver requesting that Eon recall my account - again no response.

I have spent the last two weeks in back and forth Twitter conversations with someone from Eon-Next Australia trying to get my account sorted out.  Eon-next have now changed my tariff from economy7 to single phase but have done nothing about my Profile number, time switch or line loss numbers which means that to all intents and purposes my account still shows as economy7 supply.   Despite having proven in numerous submissions of previous billing (Bulb) what my full MPAN and profile should be Eon-next have implied that I am don't know what I am talking about and that I have never had a single phase meter.

1. How can I get this corrected because if my profile etc is not corrected then I will be unable to switch because I will end up in the same position with the next company saying "your MPAN profile says economy7"?  All because Eon took it upon themselves to make an "error of fact change" to my meter when they remotely programmed the tariffs back in May 2021.  I have a SAR request in with Bulb for the meter transfer information which I am sure will bear out what I have said.
2. How can I enforce my request to be switched back to Eon? As I am aware I have the right as a consumer to object to being switched to another energy provider without my implicit or explicit consent.  I did not initiate this switch, I did not agree to it and I was not offered the opportunity or the right to object, because if they had offered me that right, I would have obtained quotes from MSE and switched to another company.

I would appreciate any help and advice you can offer as I am at my wit's end

Thank you

Can I ask one thing just to be sure...

Are they actually BILLING you based on E7 rates, or have they merely split your readings, but are actually billing on the SAME RATE for both.

I only raise this as my Sister is in a similar boat.   She has to give them two electricity readings each month, for standard and E7, but on her bills they are both charged at the same rate and then added together.

So it, at first glance, looks like she's being charged on E7 rates, but she isn't, its standard cap rates.

Just a thought. 

[Deleted User]

Good morning Reed

You are correct in that your MPAN does not change as it is registered to your meter and your address, but it is the Profile number, time switch and line loss fact that denotes whether you are on economy7 or not. 

Mine has been changed from S01 (unrestricted domestic single phase) to S02 (economy7), the time switch changed to 807 and the line loss factor to 004.  S02 807 004 is an economy 7 code which was programmed into my meter when Eon remotely programmed the meter with read times and tariff information.

Because of their error, every site I go to to obtain a quote for electricity says "you have an economy7 meter".  I don't have an economy7 meter and unless they correct the profile etc, I will face the same problem with every single supplier I ever use.

Economy7 should to all intents and purposes be redundant but it does not stop them charging for it and the day time prices are astronomical

I have a conventional gas central heating system fired by a gas combi boiler and I do not have an EV vehicle, so I would never have a requirement for economy7

Reed_Richards

We appear to be having terminology issues.  The thing that I believe does not change is the full supply number including the profile number, time switch and line loss factor.  I thought that was the MPAN but perhaps that is only the 13 digits on the bottom line?  

Gerry1

Most suppliers will happily bill you at single rate with an E7 meter so it shouldn't be a problem.  AFAIK Bulb won't, although they used to.  I've had an E7 meter for decades and sometimes I have E7, sometimes single rate, depending on which happens to be cheaper.

BTW, it's single rate you're seeking, not single phase.

[Deleted User]

Why is the OP talking to E.oN Next Australia? E.oN Next UK is part of the E.oN UK group.

E.oN Next came about because E.oN purchased the Kraken Technologies billing platform from Octopus Energy and a new subsidiary company was set up to make use of the new platform.  Initially, all NPower customers were moved to the new platform when E.oN took over NPower.  The move was deemed to be a success because E.oN then made the business decision to move all its existing customers to the new platform/E.oN Next. Consumer approval for the move wasn’t required as these types of changes are included in supplier terms and conditions. 

FWiW, rather than debate the issue on Twitter with someone 12000 miles away, what is needed here is a written complaint to E.oN Next which lays out what the problem is, and the remedy that is being sought.

QrizB

I'm tryring not to get sucked into this maelstrom, but one one point:

Deleted_User said:

How can I enforce my request to be switched back to Eon? As I am aware I have the right as a consumer to object to being switched to another energy provider without my implicit or explicit consent.  I did not initiate this switch, I did not agree to it and I was not offered the opportunity or the right to object, because if they had offered me that right, I would have obtained quotes from MSE and switched to another company.

You have no right to be switched back to E.ON.

You will find a clause in your E.ON supply contract that allows them to do this.

E.ON have transferred all their domestic customers to E.ON Next. It's a done deal.

[Deleted User]

QrizB said:

I'm tryring not to get sucked into this maelstrom, but one one point:

Deleted_User said:

How can I enforce my request to be switched back to Eon? As I am aware I have the right as a consumer to object to being switched to another energy provider without my implicit or explicit consent.  I did not initiate this switch, I did not agree to it and I was not offered the opportunity or the right to object, because if they had offered me that right, I would have obtained quotes from MSE and switched to another company.

You have no right to be switched back to E.ON.

You will find a clause in your E.ON supply contract that allows them to do this.

E.ON have transferred all their domestic customers to E.ON Next. It's a done deal.

And the clause is:

1.6 Transferring the contract

We might transfer this contract to another company. If we do, it won’t affect your rights to end the contract. We’ll share your personal data with the company, so they can carry on supplying your energy.

QrizB

Interesting discussion of MPAN numbers.

I'm with Octopus Go so Octopus charge me based on the 30-minute readings not the register totals. Until quite recently my SMETS2 smart meter was recording all use on the R01 register and, checking my bills, my profile class was 01. Recently they updated my meter and it's now recording my off-peak use on R02, and I see my profile class has been changed to 02 to match. They changed my MTC and LLFC at the same time.

Unlike the OP, I'm not particularly bothered about this.

Reed_Richards

So the 13 digit number is the fixed bit and the designation codes can be changed?