Eon Next EV tariff over charging issue

Swipe

Ask for your complaint to be transferred to another person. This can be requested under their complaints process. You could do this and maybe get some attention by requesting this via email ceo@eonnext.com 

Dascls1

Swipe said:

Ask for your complaint to be transferred to another person. This can be requested under their complaints process. You could do this and maybe get some attention by requesting this via email ceo@eonnext.com 

Thanks, I’ve tried this already and EON Next still won’t accept my complaint, they say the meter is functioning correctly despite me providing photographic  evidence that it isn’t 

Swipe

Ask for a deadlock letter from Eon Next if they won't budge, then the Energy Ombudsman is your next step.

Reed_Richards

Dascls1 said:

Just an update. Having raised this issue with EON Next they claim my meter is giving the correct readings despite my providing photos of the meter readings ...

But your meter is giving the correct readings, as far as the total electricity usage is concerned.  What is not correct, or being correctly interpreted, is the meter's log of half-hourly usage data.  Personally I don't think you should mention what your POD Point tells you; that's not necessary and just adds extra complexity. 

The simple fact is that if your meter logs 2 kWh used in half an hour it logs that as 4 kWh (4 kW being the average usage per hour) and Eon Next interpret that as 4 kWh used in half an hour because that is the way that the vast majority of meters report their data.  By all accounts this is a "known bug" with your particular model of meter but unfortunately it doesn't seem to be a bug that is widely known.

Until you find someone at Eon Next with enough of a brain to realise that your meter readings and the logged consumption data don't tally then you're stuck.  Maybe a complaint will help, but you just need to find someone who can think rather than parrot that the data cannot be wrong.  

MeteredOut

I had a different but similar issue with a gas meter incrementing whilst isolated from the mains gas. I sent EDF photos, videos etc showing this happening, but I could simply not get anyone to even look at them (the view count on YouTube did not increment). The people who you speak in customer services (even if escalated) cannot (or cannot be bothered) getting the details to the people who actually take time to try to understand the issue.

I had to go to the Energy Ombudsman (meter has since been switched and is currently in testing).

petelancaster1988

QrizB said:

Here's the other thread:

https://forums.moneysavingexpert.com/discussion/6454239/octopus-go-billed-for-double-my-usage

There are two affected customers in that thread (the original poster @petelancaster1988 and the final reply from @tma32 ), both with Octopus, and the problem was blamed on their smart meter firmware.

Do you have the same model of smart meter, an early L&G E470? Post a photo of your meter if you aren't sure.

Just thought I would mention that I have just posted an update on the other thread (which I should have done a couple of months ago). I managed to find someone at Octopus who could see what was going on, so thankfully I never had to go as far as the ombudsman.

But is a problem with that Landis+Gyr meter which unfortunately does not seem to be very widely known!

Ildhund

Thanks for resurrecting these old threads. I saw exactly this behaviour with my Secure Liberty 110 SMETS1 meter. It was not important, because usage data weren't being used for billing. I drew attention to it a long time after the fact and never got an explanation, but it seems that this was a problem with some SMETS1 meters (i.e. not just the L+G ones). It went away for me when the supplier moved my account to a new billing platform. This happened on 6 January 2020, and the evidence of the fault is still there to be seen if you know what you're looking for:

             {

                "hasHhData": true,

                "consumption": 44.3,

                "interval": {

                    "start": "2020-01-05T00:00:00.000",

                    "end": "2020-01-05T23:59:59.999"

                },

                "cost": {

                    "currencyUnit": "GBP",

                    "amount": "2.13"

                },

                "rates": {

                    "standing": 0.2082,

                    "offPeak": 0.076,

                    "peak": 0.1713

                }

            },

            {

                "hasHhData": true,

                "consumption": 28.299999999999997,

                "interval": {

                    "start": "2020-01-06T00:00:00.000",

                    "end": "2020-01-06T23:59:59.999"

                },

                "cost": {

                    "currencyUnit": "GBP",

                    "amount": "2.55"

                },

                "rates": {

                    "standing": 0.2082,

                    "offPeak": 0.076,

                    "peak": 0.1713

                }

            },

You'll spot that on 5 January, consumption of 44.3kWh cost £2.13. The following day, 28.3kWh cost £2.55 even though the rates were the same (those were the days!). 

I've not come across any mention of this phenomenon anywhere else, so thanks for clearing up a mystery for me 

MeteredOut

Ildhund said:

Thanks for resurrecting these old threads. I saw exactly this behaviour with my Secure Liberty 110 SMETS1 meter. It was not important, because usage data weren't being used for billing. I drew attention to it a long time after the fact and never got an explanation, but it seems that this was a problem with some SMETS1 meters (i.e. not just the L+G ones). It went away for me when the supplier moved my account to a new billing platform. This happened on 6 January 2020, and the evidence of the fault is still there to be seen if you know what you're looking for:

             {

                "hasHhData": true,

                "consumption": 44.3,

                "interval": {

                    "start": "2020-01-05T00:00:00.000",

                    "end": "2020-01-05T23:59:59.999"

                },

                "cost": {

                    "currencyUnit": "GBP",

                    "amount": "2.13"

                },

                "rates": {

                    "standing": 0.2082,

                    "offPeak": 0.076,

                    "peak": 0.1713

                }

            },

            {

                "hasHhData": true,

                "consumption": 28.299999999999997,

                "interval": {

                    "start": "2020-01-06T00:00:00.000",

                    "end": "2020-01-06T23:59:59.999"

                },

                "cost": {

                    "currencyUnit": "GBP",

                    "amount": "2.55"

                },

                "rates": {

                    "standing": 0.2082,

                    "offPeak": 0.076,

                    "peak": 0.1713

                }

            },

You'll spot that on 5 January, consumption of 44.3kWh cost £2.13. The following day, 28.3kWh cost £2.55 even though the rates were the same (those were the days!). 

I've not come across any mention of this phenomenon anywhere else, so thanks for clearing up a mystery for me 

Is it not the case that no meters are certified for billing based on their internal "cost", so, in reality, this should never have caused any real problem, other than confusing customers?

Ildhund

Billing is normally based on meter readings: SLC 21B.

Interestingly, the term 'meter reading' is one of the few that isn't specifically defined in the SLC, although it may be elsewhere. In any case, I wasn't suggesting that the costs shown in the API's JSON data above were used for billing. They're only there so that the web page's charts can be toggled between consumption and cost, much like IHDs can. The figures are for information only.

There must be overarching rules somewhere governing smart ToU billing - I haven't looked for them.