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

Chrysalis

https://forums.moneysavingexpert.com/discussion/comment/82078019#Comment_82078019

The final reading system is a joke, I examined the bill that EON gave me, and the start reading is 96 kWh different to the final read from Octopus, the suppliers just do their own thing, luckily I was credited so no complaint needed. Basically Octopus did a high final read which I let go because I have got sick of suppliers playing games and having to fight every time, and Eon a low starting read presumably to maximise bill sizes.

Eon also amusingly had an estimated usage of 12 kWh before end of march (before flex got cheaper), which dropped to 7kWh estimated in April (before smart meter reads started). Refunded so I let it go.

Greyhound26

https://forums.moneysavingexpert.com/discussion/comment/82078055#Comment_82078055

Yes they did surprisingly. It’s the only thing I’ve not had to chase them for during the whole sorry saga!

damianmsmith

Update:

The ombudsman have responded. Not especially helpful. Thier position is that the T&C's for eon next drive state that to be eligible for the rate the customer has to have a smart meter which communicates with them. If not, the rate defaults to the standard variable rate.

They feel that the offer Eon have made is reasonable. Ie 60:40 for two months and £70 compensation. No guarantee if or when that the meter communication issue will be rectified or backdated.

They say the communication issue is under the remit of the DCC but I cannot complain to the DCC as only my energy provider can do that.

Apparently if I do accept the offer of compensation I might be closing the option to complain in small claims court.

It all seems like a catch 22.

I'm tempted to accept the compensation and try to move back to octopus, but is there any guarantee that my meter will start working again with octopus?! Anyone had any experience?

Also, the rates are so much worse now than they were before when I switched in April.

It's very very frustrating and seems so unfair. I feel we need some one with some clout to intervene.

How would we get Martin Lewis to pick something like this up for us and others?

It's patently unfair, and the ombudsman seems to be unable or unwilling to resolve the issues.

QrizB

I'm tempted to accept the compensation and try to move back to octopus, but is there any guarantee that my meter will start working again with octopus?! Anyone had any experience?

There's someone on this board - possibly @Greyhound26 - who was in your position but switched back to Octopus. Their meter could be read by Octopus.

bristolleedsfan

https://forums.moneysavingexpert.com/discussion/comment/82079374#Comment_82079374

https://forums.moneysavingexpert.com/discussion/comment/82079374#Comment_82079374

From experience if detail problem to DCC they will communicate to Energy Company Smart Meter team that they deal suggesting what steps the energy company can take to resolve/try to resolve the problem, DCC also tend to reply to customer mentioning what steps they have suggested energy company take, from the reply easy to see who has been at fault for prolonged S/M communication problem since change of supplier.

complaints@smartdcc.co.uk

damianmsmith

https://forums.moneysavingexpert.com/discussion/comment/82079411#Comment_82079411

Thanks. That's a bit more reassuring perhaps.

damianmsmith

Thank you. I think I'll give that a go. I'm really loath to just drop it at this stage.

There's a principle here.

Eon clearly don't care and don't seem motivated to do anything about it

Ildhund

To be fair, it really looks as if this is a hiccup in the migration to MHHS. For some reason, it's this particular Change of Supplier (CoS) - Octopus > E.On Next - that's been affected. I don't think there's any blame to be attached to either supplier, because whatever idiosyncrasies they may have had in their methods didn't cause problems until this pesky MHHS scheme came along. It's not surprising that such a comprehensive scheme would overlook the odd idiosyncrasy when dozens of suppliers have had decades to develop them.

It looks as if the fix is imminent, but just what the suppliers have to do to mop up all the failed CoS since April still isn't clear.

Chrysalis

EON should have blocked inbound migrations from Octopus at the very least.

Bendo

https://forums.moneysavingexpert.com/discussion/comment/82090140#Comment_82090140

It doesn't affect everyone, my switch from Octopus went through with no issues on the 23 June.