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

Ildhund

@Reed_Richards referred to:

… who has the authority to access your smart meter readings …

Only one supplier can access readings at a particular time, except for the one anomaly - on switch day. Here's an extract from the DCC User Interface Services Schedule published by the Smart Energy Code Company:

Service Reference	Service Reference Variant	Description	Eligible Users	Notes
4.6	4.6.1	Retrieve Import Daily Read Log	Import Supplier, Gas Supplier	Where a change of supplier occurs on any day, both the new supplier and the old supplier will be eligible to retrieve the daily read log for that day.
			Meter Data Retriever	Where a change of supplier occurs on any day, both the new MDR and the old MDR will be eligible to retrieve the daily read log for that day.

I can imagine that this service request can cause headaches on switch day for any system of unique credentials (→ 'tokens').

Chrysalis

https://forums.moneysavingexpert.com/discussion/comment/82008897#Comment_82008897

I think they got access now, they not due to contact me again until
Monday, and I dont think they have setup the 30 minute readings yet, but
they changed my tariff back a little under a week ago, and although the
my readings section is empty, there is a line on the main member page
saying last read 27 may 2026, and a reading, which at a guess looks
realistic given the starting read I provided and the time passed. (I
cant access meter at the moment to validate).

On the most recent conversation they did inform me would be a chance
they wouldnt backdate to join date on proper tariff in which case I will
be compensated.

Chrysalis

https://forums.moneysavingexpert.com/discussion/comment/82009059#Comment_82009059

Thank you for this, I have requested a join on the facebook group, and I also see that person on the eon next forum was given the same 6 weeks story as me.

Ildhund

There are several threads about this Octopus > E.on switch problem. I posted this earlier in one of them:

An E.on 'community coordinator' has recently posted about this widespread problem and what to expect by way of remediation:
The-MHHS-Migration-Issue

Chrysalis

https://forums.moneysavingexpert.com/discussion/comment/82015059#Comment_82015059

If I remember right QrizB speculated that might be the issue, sadly though lack of straight talking from support staff has led to a situation where customers are frustrated, EON's own web page states they will give you honest technical explanation on problems, but instead just get a vague "wait 6 weeks".

Even that post is too vague, needs level of technical explanation, why the industry is making the change, why it wasnt prepared for properly, and it suggests it only affects starting reads as if its aimed at legacy tariff customers, doesnt address missing 30 minute data etc.

I found this as an example which is more helpful than the EON post, but still isnt clear enough, it talks about accurate 30 minute data from meters for accuracy, enabling TOU tariffs, yet many of us already have that. Is this something that is more on the supplier side?

https://www.edfenergy.com/energywise/small-business-market-wide-half-hourly-settlement-future

This one seems more useful.

https://bionic.co.uk/business-energy/guides/electricity-meter/what-is-market-wide-half-hourly-settlement-mhhs/

MHHS transforms how suppliers pay for electricity by matching what customers actually use every half hour

damianmsmith

I have the same problem. Switched from octopus EV tariff to eon next drive. Meter never connected to Eon, meter still sending readings to the bright app.

I've had the runaround from eon depot raising a complaint within a week of the switch. Told me just to wait it will fix itself, then told I needed an engineer visit, then more delays where they asked for photos of the meter. Now they say it's a national issue and they can split my bills 60:40 until the end of may, but after that I'm just supposed to pay variable rate work no cheaper time slots for charging my car.

I've asked for a deadlock letter. If they don't give me that now, I can complain to the ombudsman in one more week as that will be 8 weeks after I first raised the complaint.

I've tried to be reasonable with them. All I'm asking for is my bills to be split 60:40 until the issue is resolved but they are completely intransigent.

My advice to anyone else in the same boat is not too back down, and to complain to the ombudsman. They missold a product and cannot supply that product. That leaves consumers out of pocket. They should compensate for that. They should also have realised the issue in April and explained what was wrong and offered the option to cancel the switch. Instead they make excuses, with delays and obfuscation.

Ildhund

There have been several reports here and elsewhere of meter communication failures after switching from Octopus to E.on Next Drive. In most cases, this is the problem outlined in this E.on Next post: Market-Wide Half Hourly Settlement gains causing metering Issues - E.ON Next Community

Some customers have been able to trigger manual intervention where needed by sending a DM to the author of that post.This may be quicker and less irksome than going through the Ombudsman service.

Brie

I was about to post about my experience with E.on and spotted this. So I shall follow.

But basically, like others, I've been lured to switch to a tariff based on 30 minute readings and 3 weeks after the switch I've been asking about why there are no electric readings online. Not even an opening reading. Gas seems to be fine.

So email exchanges are happening and I've been asked to check my meter and press ABA to which I've replied there is no A or B buttons. A couple more emails and I've now sent them photos of the meter. fyi - this is a new meter, installed this year, and the previous supplier could access it so I'm not sure what the issue is. Hopefully when the agent involved is next back at work an explanation will follow.

fyi - I wanted to go with E.on because they do variable DDs. That they also had a good tariff was great - but only if it works. I do not want to be on a SVR.

damianmsmith

https://forums.moneysavingexpert.com/discussion/comment/82026577#Comment_82026577

I shall try that. Although as a matter of principle I'm inclined to report to ombudsman as well! I'll report back with any progress. Thanks

damianmsmith

Good luck!