E-on can't access smart meter after switch, now overcharging me

jdal

Having got an EV and home charger, I switched to E-On's "Next Drive Fixed V23" tariff, at 9p per KwH overnight. They say they can't connect to my smart meter (which worked fine with Octopus) and have stuck me on their basic tariff at 23.8p per KwH. The latest email said "

"We'll be in touch to let you know what exactly failed the checks and our plan to fix it.".

Anybody else had an issue like this and how long did it take to resolve?

QrizB

You might find that EON Next's T&C (that you agreed to when you switched) say you'll start on their SVT and will only join their EV tariff once they have successfully connected to your smart meter.

If you look at this thread you'll find that @Chrysalis is in the same situation as you, and has been trying to sort it out since March without much success.

Do you both have the same model of smart meter and/or comms hub, by any chance?

GlitterMedusa

Good luck! When Eon Next installed my smart meters a few years ago (well, their subcontractors) it was a bit of a sh*t show - it took 3 appointments, 2 different fitters and another new set of meters and comms hub for things to finally talk to each other and register on the DCC but - and here's the big but - Eon Next never managed to get any readings, despite everything seemingly being set up correctly, and all the 3rd party apps like Bright having no problems whatsoever getting my usage figures.

After a few months waiting for Eon to sort it, I gave up and switched suppliers who have been able to get smart readings from the day of the switch without any issues.

QrizB

I note that @Greyhound26 has a similar problem afterswitching to EON Next from Octopus and trying to join EON's EV tariff. EON have told them that their problem is due to "Market-wide Half Hourly Settlement", which is something that every supplier is meant to be moving to but which seems somehow to have confused EON's systems.

Now this might be a pack of lies told by a CS rep to try and keep a disruntled customer quiet, but it might also indicate some sort of problem in EON Next's software. Oddly enough they run a similar Kraken system to Octopus, so this really shouldn't happen!

Was EON Next's EV tariff that much more favourable than Octopus's? Would you consider switching back to Octopus to see if everything still works with them?

Reed_Richards

I'm with Eon and and my smart meter stopped reporting last year. It was fixed after about two months by replacing (and repositioning) the comms hub. The team responsible for comms were convinced that nothing could be done but an automated system detected the lack of billing and got me a second appointment with an installer who found a working solution after trying and failing with other ideas for at least an hour.

Meanwhile @Qyburn was having a similar problem as an Octopus customer. After being messed around by Octopus for some time, @Qyburn eventually found someone with enough expertise to send commands to their smart meter to get it reporting again. I'm dubious that Eon has anyone on their staff with that level of expertise. Your best bet might be to persuade them to replace your comms hub. That's something that is most probably unnecessary but would probably achieve the reset you need.

Chrysalis

I dont like to look at companies in this way, but when I analyse all on my communication with EON next it boils down to something like this.

Sign up to smart saver on a tariff that has quickly become obsolete due to rapid price increase.
Within a week automated systems inform me they cant get readings.
Within another week tariff is changed to SVR, and am asked for meter readings.
I contact EON and am told they have a 36 day policy, and is a 6 week wait where they will do absolutely nothing, note that 36 days is not even 6 weeks, so doesnt even align. Multiple staff give the same policy, but some have trouble not sounding like a fob off, others are more convincing.
I ring again at end of 6 weeks and a woman immediately opens a complaint without me asking, the supposedly escalated process is another 6 week delay in disguise. Its 3 weeks to do a simple data entry update on my meter details which she cannot explain why it wasnt done in first 6 weeks, and then another 3 weeks for the smart team to look at it.
I get an email stating agreed deal wont be honoured and EON refuse liability.
Since I had been told the specific terms are if meter cannot communicate, I prove my meter is communicating with evidence bright is getting data.
EON back down and acknowledge they are liable for Smart tariff again. However the quoted delay isnt changed.
I found out EON have made no attempt to access the meter.

FreeBear

I contact EON and am told they have a 36 day policy, and is a 6 week wait where they will do absolutely nothing, note that 36 days is not even 6 weeks, so doesnt even align. Multiple staff give the same policy, but some have trouble not sounding like a fob off, others are more convincing.
I ring again at end of 6 weeks and a woman immediately opens a complaint without me asking, the supposedly escalated process is another 6 week delay in disguise. Its 3 weeks to do a simple data entry update on my meter details which she cannot explain why it wasnt done in first 6 weeks, and then another 3 weeks for the smart team to look at it.

Head every contact, even the initial one as a "Formal Complaint" (although this isn't strictly necessary), then after 8 weeks, the Ombudsman can be dragged in to the frame. Six weeks for Eon to pull their fingers out is quite frankly, taking the p… If they pulled that stunt with me, I'd be looking for a new supplier the minute they told me the time frame. Note - Have been an Eon.Next customer before moving to Octopus (wanted to take advantage of the Tracker tariff). Don't recall having any reason to raise a complaint with Eon, but have done so with Octopus. The darned (dumb) AI chatbot is a pain to get past if you use email, so often best to use the telephone.

Chrysalis

https://forums.moneysavingexpert.com/discussion/comment/82002148#Comment_82002148

I ended up doing a CEO (executive complaint) complaint as I have already decided if nothing is fixed within a week or two I will cut my losses, learn from experience and move back, but this like a last chance saloon.

The executive complaints got the smart meter team to respond in a day instead of 6 weeks, agreed I will get some form of compensation, and my tariff has already been changed back, however even though the smart meter team said they fixed it, its still broken, so I will hear back next week.

TroubledTarts

Strange as Eon next use Kraken you would think it would be the easiest switch there is.

Unless anyone suspects underhanded tactics as they have reached the maximum they want on certain tariffs as they are losing them money? Surely not 🚫 🚫

With third party apps able to read the 30 mins data it is either the above or they really don't know what they are doing as an energy supplier.

Ildhund

There are several similar cases being discussed in other forums, particularly of misbehaving Octopus > E.On Next switches. The consensus appears to be that MHHS has introduced a hiccup into the system that records Meter Technical Details and pushes them around between suppliers. It could be that it's supposed to happen automatically when the new supplier initiates it, but it doesn't, so manual intervention is needed, e.g. to remove the losing supplier's and apply the gaining supplier's credentials to the customer's Trust Centre.

This is a private group, but I had no problem joining: E.On Next Drive/EV/Battery/Solar/Export users | Facebook

This lengthy thread describes one customer's journey: https://community.eonnext.com/threads/10782-Eon-next-struggling-to-get-readings

Reed_Richards

Looking online, there is a report of someone with the same problem achieving a fix. They had to persuade Octopus to release a DCC token. I think this must be an indicator of who your supplier is therefore who has the authority to access your smart meter readings. Due to some current anomaly in the process, Octopus have to intervene manually to let go.