Opinion needed on failed supplier switch compensation.

Chrysalis

I have been thinking over this, I dont want to be pushy, but I cant help but feel the 36 day thing is just a leave us alone and come back later with the hope I just accept dumb meter on legacy tariff. Even Tomato Energy with all their mess had a welcome message and completed switch. Its not been hard to find any similar issues reported by EON customers, and whilst things go wrong, I havent been able to find so easily for other suppliers.

The lines are shut weekends so will probably ring them next week to advocate the position.

Chrysalis

Eon accepted liability on the compensation, however an agreement has been reached in writing that if they cant credit for the lower rates (cant fix issue), the entire contract period for 24/7 will be billed at the lowest rate on the smart tariff (circa 12p post april). In effect they take the financial liability from the problem.

Thanks for the advice given, and also for once I have not had to fight a supplier.

Chrysalis

Ok an update on this situation, its not good news.

I have a different staff member saying my agreement wasnt authorised, so isnt valid. There is an acceptance it is written and sent to me, but they basically saying it wont be honoured.

The smart meter team having made me wait 6 weeks, with their claim they cant do anything, now are saying I have to wait 2 weeks for another team to make a very minor change on my meter details, and then another 2 weeks after that for them to have a look.

Latest support rep who voluntarily opened a complaint is telling me smart meter team claim the meter itself is not communicating, so I have had to send some proof it is communicating. This rep at least knows what the Bright service is, and is receptive to me sending the screenshots from the app.

They said even if its fixed wouldnt be on the tariff signed up for, but instead the latest version, and its all quite casual in how the customer is out of pocket, if was just to bend over and accept it all.

Different reps have gave different stories, one rep said they could see the data, and it was merely a error triggered on EON's systems preventing the activation, this rep claimed all usage would be caught up with and said dont worry load shifting, wont be out of pocket, complete contradiction to the current messaging.

Curious how many customers wait the 6 weeks and just give in. Since it feels like they trying to strong arm down a specific path, this compensation for failed switch will probably be brought up again, as to me the meter isnt the problem, its a failed switch.

TroubledTarts

Sometimes chasing the best rates isn't worth it with some suppliers.

I would get the ombudsman to rule on this if they don't back date you to the tariff you chose but do you have faith they can actually do this?

Chrysalis

No faith. This is another one of life's lessons. Switching is clearly too fragile of a process.

MWT

https://forums.moneysavingexpert.com/discussion/comment/81992421#Comment_81992421

You do seem to have switched, you are their customer, they are just having meter problems.

Yes, they should not take this long to sort it out, but it doesn't look like a failed switch from what you have posted so far…

Chrysalis

I expect the intended interpretation of a failed switch is if the register supplier doesnt change as you say, I do accept my interpretation would need to be put to the test, my interpretation is that if they have failed to activate the agreed tariff then its a failed switch.

However I did check the national grid earlier in the thread, it still reported Octopus energy as the supplier, the Ofgem failed switch rule is within 5 days and that was done after the 5 day point. I checked it again today, and it now reports EON.

This is another situation where a supplier can say the switch was done, but it wasnt done, a bit like saying the meter isnt communicating, when it is communicating.

I now have a response acknowledging both that they accept the meter is communicating as a result of bright able to read it, and that as a result they cannot forcefully switch my tariff, so I do at least seem to be back on track now.