Getting to provide Eon readings on statements

Brie

Got this reply from Eon today…..

I wanted to clarify how billing works with your half-hourly data. We do not
use estimates when billing based on half-hourly data from your smart meter. If
there were no actual readings available, your account simply would not be
billed.

Your statement shows how many units have been used during specific times of
the day, reflecting the actual consumption recorded by your meter. The only way
to see traditional meter readings is if you were on a standard tariff, which
uses monthly or periodic meter readings rather than half-hourly data.

So they admit they get "data" (aka readings) but don't think it necessary to share them even as a sense check for a particular point in time.

And they still haven't acknowledged the fact that I want this logged as a complaint.

fyi - the Eon app does show the units being used and how much that is costing on a today/this week basis but does not include readings. There's no IHD so I've no way to check against that.

Brie

https://forums.moneysavingexpert.com/discussion/comment/82043310#Comment_82043310

I started with Eon 5th May, got a gas statement 10th June and asked about my electricity statement and was told repeatedly it was available on the app (which I didn't have at the time) and online (and it wasn't there). The statement was finally produced on 16th June.

Swipe

Why can't you take a manual monthly reading from your meter? Are you in a flat and it is locked away or something?

Reed_Richards

I doubt that the Eon billing system could produce a bill that includes meter readings for a ToU tariff. I think you must accept that you won't get meter readings on your chosen tariff and decide whether to stay or go. As I wrote before, you can still download all the information you need to check that you are being billed correctly.

rp1974

Hi,OP,when I queried Eon they stated meter readings aren't available as half hour readings render them unnecessary,and that any additional information would be available through their app and or the online account.

I've not had any issues since June 2023 on various Next Drive tariffs,billed for the correct rates at the correct times,which correlate with the statement and app information,that said it isn't clear if the readings aren't available to Eon,or they choose not to provide them.

Whilst the Eon app provides information broken down to the half hour slots,it can be somewhat slow to update,I find Bright updates quicker so use that instead,don't see any cause for undue concern due to the lack of readings,although it would be handy to have them.

Given the choice of using app data or IHD I'd choose the app every time,obviously the readings or lack of are an issue for some,when discussing this previously with Eon was mentioned that it's core to how such tariffs operate and if it mattered to me that much then I should choose another tariff appropriate to my liking.

Reed_Richards

it isn't clear if the readings aren't available to Eon,or they choose not to provide them.

I don't believe it is either of these. They bought their billing system, "Kraken", from Octopus and I think it's this system that won't produce bills in the format that the OP would like.

MWT

https://forums.moneysavingexpert.com/discussion/comment/82044167#Comment_82044167

I'd go one step further, they are required by Ofgem to either bill on the basis of HH readings or register readings, there is no requirement from Ofgem to provide both.

If they did provide both then people would start trying to reconcile the two exactly, and due to rounding and the potential for very small time differences, the numbers would never be exactly the same resulting in many 'complaints' and wasted time on both sides chasing the very small variations.

Reed_Richards

Yes, I'm hoping @Brie can come to understand that although she does not like getting bills without meter readings, there is no remedy other than signing-up for a different contract. Ultimately Eon will have say that, which is perhaps why they are reluctant to acknowledge the complaint.

Brie

https://forums.moneysavingexpert.com/discussion/comment/82044127#Comment_82044127

I can. But there's nothing to say that's what Eon is seeing and when I've submitted them there is no confirmation that they match their data.

https://forums.moneysavingexpert.com/discussion/comment/82044530#Comment_82044530

I'd be happy if they confirmed that the readings are in the right ballpark!!! This is a new contract so I won't switch any time soon as there would be exit fees. And it is a cheaper tariff than my previous provider was offering AND eon do variable DDs so I'm not subjected to their idea of how much credit I should have on my account.

Chrysalis

https://forums.moneysavingexpert.com/discussion/comment/82043119#Comment_82043119

Thats not the case in my experience.

When things are working, bills have the usage data present.

Legacy tariffs use legacy readings even on smart meters (Which I think QrizB calls Index readings), so I will use same term moving forward.
Smart tariffs use the 30 min usage data. The supplier may still collect index readings, but wont be used for the bills.

The issue is when things arent working as they should be, I think this problem largely stems from that Ofgem still allow suppliers to bill and collect revenue when they have no usage data or readings. This in turn removes motivation for them to get it fixed. They are even allowed to move people to different tariffs to the one they signed up for. The rules are extremely generous.

In the OPs case they can login to the app, and check the usage section, they should be able to see usage data, but it might not be present for the current day, so check previous days, as there is lag for data to show.

I highly recommend anyone with a smart meter signing up for the Bright service, its a supplier independent data usage collection service, and if there is an issue where the supplier is failing to collect data, it can be invaluable. I dont think EON would have accepted my word their systems were broken if I didnt provide them the Bright data.
You also keep all historical Bright data as you move between suppliers, whilst that will be lost on supplier moves (and meter/tariff changes).