Eon next customer service can’t seem to read

elsien

Parent has recently noticed she’s not had a gas bill since January. Smart meter completely blank - pressed every button going and nothing. 

Can’t phone customer service because she can’t hear on the phone, and they’re only open 9-5 when I don’t have time to hang on for hours because I’m working - gave up after half an hour this lunchtime. 

Emails take 5 days for them to reply with an spectacularly unhelpful answer because they seem to be going to someone who can’t read. 

For example today’s  response to a photo I’d sent of the meter was to request a photo of the meter. And sending me “positive vibes.” Which I’d happily swap for someone who actually knows what they’re doing.

All I want is to have my 83 year old mother’s meter flagged up as a priority with the technical team so that she’s not scared to have the heating on when she needs it this winter. 

What’s the best way of getting a sensible response off someone in the shortest possible time? 

Robin9

Is your mum on the priority register ?

stewie_griffin

Which email address have you been using. Have you tried unhappy@eonnext.com.

elsien

Robin9 said:

Is your mum on the priority register ?

It has been requested. The illiterate customer service person has not responded to that part of the email. 

elsien

stewie_griffin said:

Which email address have you been using. Have you tried unhappy@eonnext.com.

No, it was the one off the contact page - hi@eonnext.com.
I could try that but if it’s still 5 days to get a reply each time it makes it a bit of a drawn out process 

stewie_griffin

I think it must depend how busy they are as the only time I’ve ever emailed them (using the standard email address) I got a reply within minutes

Van_Girl

I had a 10 email exchange with some at Eon Next who, no matter how many different ways I phrased my very simple question, just could not understand what I was asking. She kept responding with the same answer, even though I repeatedly told her I already knew what she was telling me and it did not relate to my question

Honestly, I wanted to throw the laptop out of the window

Maybe try emailing again - not replying to her/him, but a new email - and hope it gets through to someone else? I have had very good customer service from them on an earlier occasion, so it's pot luck 

Edited to say - I think she sent me "positive vibes" too 

elsien

I may have been a tad sarcastic in my request to them to explain precisely how they suggested I got a reading from a dead meter. 

Went right over her head anyway, and I then got an explanation which series of buttons to press to get a reading  - buttons that she’d have known the meter doesn’t posses if she’d bothered to read the email properly. 

[Deleted User]

elsien said:

Parent has recently noticed she’s not had a gas bill since January. Smart meter completely blank - pressed every button going and nothing. 

Can’t phone customer service because she can’t hear on the phone, and they’re only open 9-5 when I don’t have time to hang on for hours because I’m working - gave up after half an hour this lunchtime. 

Emails take 5 days for them to reply with an spectacularly unhelpful answer because they seem to be going to someone who can’t read. 

For example today’s  response to a photo I’d sent of the meter was to request a photo of the meter. And sending me “positive vibes.” Which I’d happily swap for someone who actually knows what they’re doing.

All I want is to have my 83 year old mother’s meter flagged up as a priority with the technical team so that she’s not scared to have the heating on when she needs it this winter. 

What’s the best way of getting a sensible response off someone in the shortest possible time? 

I've found Twitter to be responsive (same day reply sometimes within the hour).  It is all I use Twitter for.  Emails I have sent have always been answered but maybe not as quickly.  Phone has been max of 30 mins - usually less.  Maybe I've been lucky.

Re your parent's account, do they have access to the online account?  I assume that the account records their readings up until January and then nada (I'm assuming they are all labelled 'Smart')? 

elsien

She hadn’t set up the online account  - was getting paper bills till a couple of months ago that she wasn’t reading. I’ve just set up online, and yes it’s showing the last proper read as January. 

What confused things was that Eon just stopped showing the gas on the paper statement, not even an estimate, but didn’t do anything else to alert to the problem. 

I’ll give Twitter a go. 

[Deleted User]

elsien said:

She hadn’t set up the online account  - was getting paper bills till a couple of months ago that she wasn’t reading. I’ve just set up online, and yes it’s showing the last proper read as January. 

What confused things was that Eon just stopped showing the gas on the paper statement, not even an estimate, but didn’t do anything else to alert to the problem. 

I’ll give Twitter a go. 

I assume that all the reads were marked as 'Smart'?