A good test for EOn Customer Services

mmmmikey

I'm in the process of switching from Octopus to EOn which has gone awry so I've logged it with EOn's customer services. I thought I'd post a blow-by-blow account here as the matter progresses so anyone who's interested can see how good or bad they are it dealing with it.

* My SMETS2 meter was originally installed by EDF on an E7 Tariff, with R01 recording day time usage and R02 recording night time usage

* I switched to Octopus in May 2023 and the meter was changed so that only R01 increments. I've been on Smart tariifs (Agile then Tracker then Flux) which use the 30 minute data which Octopus received without any issues for the entire time I was with them.

* Octopus did (incorrectly) identify R02 as day and R01 as night on their initial bill, but this has never made a difference and I've ony just spotted it.

* I have applied for the Next Drive tariff with EOn. The process involves going on to their SVR (EOn Flex) first and then swithcing to Drive. That's the stage I'm at - currently on Flex.

* The issue is that EOn have put me on a dual rate tariff, even though only R01 is incrementing. This isn't a big deal in itself since this is only temporary, but it's making their online system ask for readings which it doesn't think are correct.

So I've contacted EOn via WhatsApp and they're looking in to it. Let's see what happens next...

mmmmikey

A good start - the customer services agent replied quickly and asked a couple of questions. They appear to have understood the issue and have passed it to the Next Drive team to investigate (once the meter is set up for Next Drive all should be good).

I'm happy so far - customer services were easy to get hold of via WhatsApp, which has the advantage of providing a written record and it's my preferred way of dealing with this kind of thing.

mmmmikey

In the meantime, I asked to be switched to monthly varaiable direct debit which they did there and then. I've been told it could be 5 to 7 days before I hear from the Drive team - not really an issue for me as I'm using stuff all electricity at the moment and the sun looks set to continue shining on the solar panels for the next week or so.

I don't want to count my chickens before they're hatched, but if that's it and the problem gets fixed I'm perfectly satisfied. If.....