Issue with energy company charges

angelgirl007

We live in a big older property

E-on the gas and electricity provider has admitted that there has been a fault with the meter

They have said that it is now fixed

It is too old and cannot have a smart meter fitted

E-on is trying to say that the amount owed is around £5,000 due to the faulty meter

This amount stems back over a number of years

Has anyone else been in this situation and if so what did you do and what was the outcome?

FreeBear

Do you have a copy of the test report done on the meter ?

How far back do you have copies of bills, in particular, bills from before Eon claim the meter developed a fault ?

QrizB

Welcome to the forum. It would help us to help you if you could provide more information. Here are some questions.

E-on the gas and electricity provider has admitted that there has been a fault with the meter

Which meter are we talking about here - the gas meter or the electricity meter?

They have said that it is now fixed

It's quite unusual for a supplier to "fix" a meter; normally they would arrange for it to be replaced. What exactly have they done?

It is too old and cannot have a smart meter fitted

What is too old? The age of a property doen't usually affect whether a smart meter can be fitted.

E-on is trying to say that the amount owed is around £5,000 due to the faulty meter

Have EON sent you a bill? Have they used estimated readings? Exactly what have they billed you for?

This amount stems back over a number of years

When and how did the meter fault become apparent?

angelgirl007

https://forums.moneysavingexpert.com/discussion/comment/82008974#Comment_82008974

No we never received a report they just told us it was a faulty meter.

We can log in and see all the bills from when we went with e=on which was several years ago.

angelgirl007

https://forums.moneysavingexpert.com/discussion/comment/82009083#Comment_82009083

gas meter only that was deemed to be faulty.

Sorry the meter has not been fixed despite them saying they will send someone out several times and they never have done.

Where they need to fit the smart meter they have said it is not possible to fit a smart meter.

Yes, they have sent a bill and used estimated readings based on what they say is usage.

It became apparent when there was a big spike in a bill.

QrizB

Sorry, but just to be clear - have they fitted a new (dumb) meter yet?

Gas meters don't generally "get better" by themselves. If the old meter was faulty then EON need to replace it.

Yes, they have sent a bill and used estimated readings based on what they say is usage.

Ok, so how much annual usage have they estimated? How does that estimate compare to the amount that you were using before the meter went wrong?

Can you share some historical meter readings and EONs estimates?

And maybe a photo of your faulty meter, if you have one?

Robin9

@angelgirl007 When you log in can you see the bill which includes details of the meter chnage. What is the date of that bill ?

The reading on that bill for the new meter would have been 00000.What is is now? That will give some indication of the amount of energy used in a year.

Where is that meter position ?

angelgirl007

https://forums.moneysavingexpert.com/discussion/comment/82009634#Comment_82009634

No they have still not fitted a new meter. We have manual readings from May 2025 and today which will help us estimate actual usage

QrizB

We have manual readings from May 2025 and today

But those readings are from the faulty meter? They might not help.

What are the readings? And any chance of a photo of your meter?

FreeBear

https://forums.moneysavingexpert.com/discussion/comment/82009622#Comment_82009622

Download ALL those bills NOW and store them somewhere safe on your computer. If you can, make a second copy on something like a thumb drive or CD. Some suppliers have a nasty habit of pulling historic bills (looking at you BG).
Go through each bill and see where readings were estimated, and which ones are actual (either customer or meter reader). From there, you should be able to identify when the meter went faulty and also what your usage was beforehand.

QrizB

Download ALL those bills NOW and store them somewhere safe on your computer. If you can, make a second copy on something like a thumb drive or CD.

I think EON run on Kraken, so the OP probably has pdf copies of every bill in their email inbox.

Still worth making sure you have copies saves, though.