E-ONEXT MY Failure to get Economy 7 Tariff reinstated.

issa

Since purchasing my property 2003 the tariff was set at Economy 7. In 2018 I requested E-onext to fit a smart meter (dual tariff). I rented out my home 2018-2024. At some point the tariff was changed to a single tariff with British Gas. On returning to the property I am having difficulty getting E-onext to return the tariff to Economy 7. I get told in numerous calls to E-0next that my request has been forwarded to the ISE (Instructions For Further Action) I want to sell the property, the purchaser (a landlord) will not complete the purchase until the change is made. I am legally unable to rent the property until the change is made. Can anyone advise how I can put pressure on the ISE.    

Swipe

I believe E.On Next have a turnaround of up to 14 days to action this. Make sure your request has been logged as a complaint, explain your urgency and ask them to expedite it if possible, and then chase them every couple of days for an update.

Scot_39

Was the meter or just the tariff applied changed.  BG refused to supply a neighbour on E7 using his 12m old smets2 E7 meter fitted by EDF - they insisted it had to be one of their own.

What about any alcs switching e.g. for storage heating for epc - still needed / supported by current meter ?

E7 is just a tariff to many - but how the meter operates it - via in some cases a restricted time set of circuits - might need different metering - normally with on board alcs these days to give the 7 hr live restricted switched feed.

If simple over the air on an existing meter - should be quick - 2 weeks as above not impossible.

If needs a physical meter change - we'll that's a regional / postcode lottery at the moment -  could be weeks or months and a series of cancelled appointments

But you could escalate it as a complaint.  If your multiple requests have been going on for a while and feel like being ignored.

issa

My problem started in early May, when the property's energy rating was reduced, because the tariff had changed from the previous rating. British Gas were unable to help me. I requested a move to E-on, they fitted the smart meter on 4th June, switched 4th Jul. I specifying that Economy 7 tariff was required. E-On have confirmed, after I sent photos, that the meter can supply 2 tariffs. I phone regularly and ask and get, follow up emails, which never show that the issue is progressing. I have escalated the request to a complaint, but I am always told the ISE have a backlog to deal with. Where do I go from here?

The meter was fitted in 2018, the tariff was changed at a later date. No other changes are required to attain a higher
EPC. The meter is dual tariff so can support Economy 7. I need a computer person to remotely re programme my smart meter. What do you do if you have complained and still the problem does not progress.? 

TheElectricCow

Escalate the complaint following the supplier’s complaints procedure, and failing that push for a deadlock letter so you may refer the issue to the ombudsman. If they refuse to provide a deadlock letter you can also refer the complaint 8 weeks after you made it (if the complaint is already over 8 weeks old you can skip the deadlock process and contact the ombudsman right away).

You could also try a different supplier if you’re feeling lucky, but there’s no guarantee that the process will yield results quicker than pushing through with the current one - After a bit of persistence Octopus were able to set mine to E7 with no trouble at all, and they did so the same day once I finally reached the correct person/department (the most difficult part was getting past the frontline customer service agents, which took a few weeks of slow responses by email). Once they made the change on their end the meter updated immediately.

Swipe

It really is unacceptable. I know from my own experience that this can be done at E.On Next by the customer service team. It took me 9 days of calling daily until I finally I got through to someone who knew what they were doing. It was then fixed within a few minutes of me explaining the whole episode for the 9th time. They clicked a few buttons their end and the meter and tariff updated immediately. This was regardless of the fact that the request had been sent to that other department pending action.

Edit: It might also be worth posting on the Eon Next community forum in the hope that one of their staff members there chases this for you.

issa

I do not think there is an ombudsman for Energy. I changed from British Gas because they said they couldn't do the change. Getting in contact with the correct person/department is my problem. I have been told the process is immImmediate, when I get to the front of the 'backlog'. I will take the advice of phoning daily. I have been doing it weekly. I found it difficult/I failed to get on the Eon Next community forum....... the forum would not accept my email.....I will try again. Thanks to all.

issa

I have manage to post on Eon Next community forum 

BarelySentientAI

issa said:

I do not think there is an ombudsman for Energy.

https://www.energyombudsman.org/

issa

Thank you, thank you.

issa

I will register on the 4th Sept-8wks since the transfer, 12 wks since the request and agreement to transfer the property to E-ONEXT on an Economy 7 tariff. A long expensive wait- loss of rent and sale of property (hopefully not-the buyer wants to finalise on the 1st Sept.