EON-Next Customer Service

Revoraman

Is there an Energy Supplier's Customer Service out there that is worse than EON-Next?

Initially wrote to them 2 months ago, and then again, last month, asking why, seeing that we are in the simmer period, my Variable Tariff monthly paper-billed Bills were on the incremental increase. Should have known better. They have not even bothered to reply.

Worst mistake I ever made when my then Energy Provider, Toto, went bust like all the other smaller Energy Providers, agreeing to Ofgem switching my account to them. And I only use electricity but because gas was previously supplied which I now no longer use, and even though the gas meter has been officially disconnected by Network Plus, they still rip me off for gas charges !

Hopefully, somebody here, despite being a member of this site's Cheap Energy Club, will recommend a better Supplier so I can get shut off EON-Next

Ballymoney

I can’t recommend an alternative provider but if you have an issue that you need resolving then send them a dm on twitter. I’ve had excellent service on there. They’re very quick to reply (within an hour).

stewie_griffin

Did you email them at hi@eonnext.com? I needed to contact them a couple of weeks ago and got a reply in about 20 minutes.

Have you explained that your gas meter has been disconnected. If so they shouldn’t be billing you for standing charge. Are the monthly bills your getting based on actual readings or estimates.

Their complaints process can be found out www.eonnext.com/unhappy.

spot1034

Facebook chat is an alternative to twitter which I've found also gets a very quick response.

Mstty

So far so good with Eon Next since Symbio went bust for us.

They also have their own community forum where staff pick up issues. So far a quick response there and on twitter so multiple ways to contact them.

So which mediums of communication have you tried as some might be better than others.

Generally average to good customer service has left the energy supplier sector with all the upheaval of orphaned energy customers and the state of the energy market sending call volumes rocketing. There are a few exceptions.

Theres a new level...adequate to poor and if your supplier is here they are probably above the curve 🤣

MoneySaverKev

I got dumped on to Eon Next last year, they've been rubbish!

I get two texts a week instructing me to book an appointment to have a smart meter fitted, even though they promised not to send any more back in January.

Billing has been haphazard as best and I've had to change from a fixed direct debit to paying each bill monthly to stop overpaying them.

I'd love to switch suppliers — and gas from EDF, too — but it seems virtually impossible at the moment.     

QrizB

MoneySaverKev said:

I'd love to switch suppliers — and gas from EDF, too — but it seems virtually impossible at the moment.     

You could switch your electricity to join your gas with EDF (contact EDF CS to do this).

You could switch both to Octopus (phone or email them, they aren't taking switches via the www at present).

Or you could switch both utilities to Green Energy UK, who are accepting switches and have a fix - Sparkling - which is likely to be cheaper than the October cap. (They also have a tempting time-of-use tariff - Tide - but that needs a smart meter and great care to avoid using electricity during the evening peak.)

Mr_K

Mstty said:

So far so good with Eon Next since Symbio went bust for us.

They also have their own community forum where staff pick up issues. So far a quick response there and on twitter so multiple ways to contact them.

So which mediums of communication have you tried as some might be better than others.

Generally average to good customer service has left the energy supplier sector with all the upheaval of orphaned energy customers and the state of the energy market sending call volumes rocketing. There are a few exceptions.

Theres a new level...adequate to poor and if your supplier is here they are probably above the curve 🤣

Not for me.

They never billed me since my switch from Symbio in October.  Didn't realise I should get bill every month.  Thought it might be because they billed every 6 months like some others.   Been giving them readings and DDs every month so my credit was building up. 
Chased them and they initially gave some garbage about whether my Email was correct and that wasn't why I was getting bills. I explained there were no bills on my online account either. 

Eventually they admitted they hadn't billed as they didn't have closing reading from Symbio. I'd given them that several times  as they asked at the time. Even if Symbio were partly at fault  it shouldn't have been down to me to chase it.

Now I have a bill I'm now in debit. Would have liked to have paid this off so my DD didn't go up too much. However their online one off payments doesn't work. Chased them on this,  no reply. In the meantime they have of course increased my DD significantly. 

Maybe I shouldn't have chased them !

Mstty

Mr_K said:

Mstty said:

So far so good with Eon Next since Symbio went bust for us.

They also have their own community forum where staff pick up issues. So far a quick response there and on twitter so multiple ways to contact them.

So which mediums of communication have you tried as some might be better than others.

Generally average to good customer service has left the energy supplier sector with all the upheaval of orphaned energy customers and the state of the energy market sending call volumes rocketing. There are a few exceptions.

Theres a new level...adequate to poor and if your supplier is here they are probably above the curve 🤣

Not for me.

They never billed me since my switch from Symbio in October.  Didn't realise I should get bill every month.  Thought it might be because they billed every 6 months like some others.   Been giving them readings and DDs every month so my credit was building up. 
Chased them and they initially gave some garbage about whether my Email was correct and that wasn't why I was getting bills. I explained there were no bills on my online account either. 

Eventually they admitted they hadn't billed as they didn't have closing reading from Symbio. I'd given them that several times  as they asked at the time. Even if Symbio were partly at fault  it shouldn't have been down to me to chase it.

Now I have a bill I'm now in debit. Would have liked to have paid this off so my DD didn't go up too much. However their online one off payments doesn't work. Chased them on this,  no reply. In the meantime they have of course increased my DD significantly. 

Maybe I shouldn't have chased them !

Do you have a smart meter? Perhaps that is the difference between us as refugees of Symbio we have a smart meter and they read it the very first day of takeover 3rd October 2021 if I remember correctly.

[Deleted User]

Mr_K said:

Now I have a bill I'm now in debit. Would have liked to have paid this off so my DD didn't go up too much. However their online one off payments doesn't work. Chased them on this,  no reply. In the meantime they have of course increased my DD significantly. 

Maybe I shouldn't have chased them !

I have made a few online payments since I became a customer of theirs back in October 2021 via a 'normal' switch (from Bulb) as opposed to a 'SOLR' switch so that is not my experience.

Mr_K

Mstty said:

Mr_K said:

Mstty said:

So far so good with Eon Next since Symbio went bust for us.

They also have their own community forum where staff pick up issues. So far a quick response there and on twitter so multiple ways to contact them.

So which mediums of communication have you tried as some might be better than others.

Generally average to good customer service has left the energy supplier sector with all the upheaval of orphaned energy customers and the state of the energy market sending call volumes rocketing. There are a few exceptions.

Theres a new level...adequate to poor and if your supplier is here they are probably above the curve 🤣

Not for me.

They never billed me since my switch from Symbio in October.  Didn't realise I should get bill every month.  Thought it might be because they billed every 6 months like some others.   Been giving them readings and DDs every month so my credit was building up. 
Chased them and they initially gave some garbage about whether my Email was correct and that wasn't why I was getting bills. I explained there were no bills on my online account either. 

Eventually they admitted they hadn't billed as they didn't have closing reading from Symbio. I'd given them that several times  as they asked at the time. Even if Symbio were partly at fault  it shouldn't have been down to me to chase it.

Now I have a bill I'm now in debit. Would have liked to have paid this off so my DD didn't go up too much. However their online one off payments doesn't work. Chased them on this,  no reply. In the meantime they have of course increased my DD significantly. 

Maybe I shouldn't have chased them !

Do you have a smart meter? Perhaps that is the difference between us as refugees of Symbio we have a smart meter and they read it the very first day of takeover 3rd October 2021 if I remember correctly.

Possibly, I don't have a smart meter . But did have have a final bill and reading from Symbio which EON failed to use, and then failed to bill me for 9 months, despite me sending in regular readings. 

Anyway, tbf to EON, they've now put this right. They've credited me £70 as I was overcharged when switching from Symbio , wiped off the remaining £200 debit as a goodwill gesture, and put my DD back to my usual amount. More than I was expecting them to do tbh.