Eon energy reviews: Give your feedback

Tigertone2000 wrote: »

Hi
Just wanted to say thanks to 'E.On Company Representive Malc' for clarifying the position re. E.ON customers and Smart Meters. I've been receiving texts and letters from E.On saying I agreed to have smart meters fitted (I'm on Fix Online v.16) and getting increasingly worried as I simply don't want them at this time (maybe I'll reconsider when all the current issues are ironed out). To date, I'd simply ignored them but thought I'd eventually have to give in. Now, having read up on this forum, I know I'm OK to continue ignoring them!
I did consider contacting E.On in an attempt to stop their badgering me but other forum users' experiences suggest that's pointless and might only cause more aggro so it's back to the 'simply ignore them' strategy!

Hello Tigertone2000 and glad some of my previous posts about this topic have been useful.

I spoke about Fix Online v16 specifically in post #1373 on 30 August 19 above. To be clear, customers on this tariff have agreed only to be contacted and can turn down our offers to fit smart meters whilst staying on the tariff. The relevant T&C is section 11.1 which says the following.

With this tariff you agree to be contacted during the tariff term for the installation of a smart meter.

Earlier in the year we had products on sale that did require smart meters fitting as a condition of the tariff. This policy has changed for tariffs like our later Fix Online range and the above term replaced a previous one. Regrettably, the messaging hasn't caught up with the tariff term change. This is something I've raised here and chased again today.

Smart meters are optional. As you don't want them at this time, please ignore the messages you've received. You only need to contact us if you change your mind and decide to go for smart meters.

The issues with smart meters you mention have been improved now we're installing second generation SMETS2 meters. This roll-out is in full swing with around 90% of appointments resulting in SMETS2 meters being fitted. There are still some remaining issues that stop us fitting SMETS2 such as the strength of the mobile phone signal and certain local difficulties. We're working to fix these.

One of the issues sorted is customers with SMETS2 can now change supplier and their meters will stay smart.

Hope this is of interest Tigertone2000 and pleased earlier posts have helped.

Malc

Kitchen_Sink wrote: »

This may assist you

https://www.thisismoney.co.uk/money/bills/article-6565209/The-problems-people-dont-want-smart-meters-encountering.html
(my highlighting)

Hello Kitchen Sink and many thanks for posting this link.

We've a regulatory obligation to offer smart meters to all our customers. As the quote you highlight makes clear, smart meters are optional and it's up to the customer to decide whether or not to agree to them. This is something I've posted about before.

We've also a duty to keep customers up to speed with significant developments. This is a dynamic and ever-changing project and, to meet our obligations, we need to let customers know about advances like the new second generation SMETS2 meters. A lot of customers chose not to have smart meters because of issues when changing supplier. SMETS2 meters have sorted these issues and it's important to let customers know.

I totally accept there are some customers, like Ms B in your link, who won't change their mind. This isn't the case for everyone and a common complaint is where customers feel we haven't kept them sufficiently informed about significant changes that could potentially be of interest to them.

Customers who definitely don't want smart meters regardless of any developments can either ignore all forms of contact or talk to our Outcome Management team. This team will agree a resolution that might be a temporary or long term opt-out. We still might need to be in touch at some point as per our obligations and when there are significant changes as above. It's just that the timings of this contact will be adjusted.

Thanks again for the link Kitchen Sink.

Malc

David_e wrote: »

Interesting! I rang the EON helpline this morning and was told that smart meters are mandatory on the tariff I have applied for.

Hello David_e and I'm sorry you were given the wrong information when you called.

I've just replied to another post from you about this at the following link.


https://forums.moneysavingexpert.com/showthread.php?p=76398983#post76398983


To be clear, smart meters aren't mandatory on the Fix Online Exclusive v11 tariff you've signed up to.

Thanks David_e.

Malc