[cheshireman103]

ok, thanks.

[PeterT_EONNext]

Hi @cheshireman103

It looks like we're having trouble connecting with your gas meter so we're unable to get readings at the moment.

It's not normal though for your readings to be different on the IHD and the gas meter (unless the IHD is showing your reading in kWh which I can see this isn't. There can sometimes be a delay, but not this much of a delay)

This will need to be investigated further, as your gas meter not sending readings to us can happen, but the information on your in home display should be the same as what is on your meter. Please get in touch with customer services so that an Energy Specialist can take a look into this for you, you can get in touch via one of the contact methods mentioned in my signature below.


Pete 😊

[cheshireman103]

@PeterT_EONNext
thanks Pete. I have already been in touch with customer service before I came on the forum, with no help. I will try again and mention your findings.
Wish me luck🤞

[cheshireman103]

Hi everyone. I thought I'd just give you an update on this.
I've had an email response from Customer Service and they ARE sending out an engineer to check the meter 👍😀. Unfortunately it is not until a MONTH TODAY 😣👎.
But hey - its progress!

Thanks to all the volunteers and experts on this forum for the help and guidance, it must be a nightmare for you dealing with Eon!

[theunknowntech]

No worries, glad we could help.

I have my ways of doing things and I have my friends as well. My mentor Blastoise186 doesn't come on this forum because he's often busy dominating other places, but he makes time to help me out whenever I need it.

Keep us posted with how things go. I'll be here if you need me.

[cheshireman103]

Hello again everyone!🖐 I have an update - and its another amazing sad, unbelievable example of poor customer service!

Quick recap - thanks to your help we finally identified my gas meter was faulty and I needed an engineer. Said engineer was arranged by Customer services but I had to wait 4 weeks. That was for Thursday this week - 16th June.

Lo and behold ..... today I received a text (a text note - not a phone call), to say the appointment had been cancelled because "it had been incorrectly booked ..... if you would like to rebook please call 0808 etc etc".

Just think about that for a minute, and realise how many issues that raises. 1) customer services made an "incorrect booking", compounding an already poor service standard, 2) it was cancelled by text, no courtesy of a call, 3) why is the onus on ME to call back and rearrange ??

Anyway, I duly called back as instructed and booked another appointment for another 3 weeks time. Apparently the original had booked as a faulty gas meter ONLY, but as the gas and electric meters talk to each other it needs a "duel fuel" engineer instead of just a gas engineer ! Unbelievable.

So, sorry for all the exclamation marks and rant but as you can imagine I am not a happy bunny 😠
Update complete!

[theunknowntech]

Thanks for letting me know @cheshireman103 .

I'm going to ask @Beki_EONNext to dig deeper as this shouldn't have happened.

[Beki]

Hi there @cheshireman103,

That's really pants and smart meter appointments being incorrectly booked are something that we are working on as a business at the moment. I will forward this to the team leader as feedback.

Have you had a complaint raised on the back of this?

[cheshireman103]

@Beki_EONNext Hi Beki, yes I have complained. I sent it to the CEO@eonnext.com address and they have replied. No change in the next appointment date but at least it was investigated (they say) and apology received.

Thanks all - I will keep you updated in 3 weeks time 🤞

[cheshireman103]

Good morning everyone. I have an update for you.
The engineer has been this morning. He was here about 20 minutes and has reset the gas meter so it is now talking to the electric meter again. It is also talking to the IHD and I can see our gas usage so far today. He assures me that because the meter is communicating with the IHD it will also be visible at EON and you will be able to get readings from it.
@Beki_EONNext has kindly raised a complaint and sent me a separate message, and I have asked her to get someone to double check that Eon can indeed now see the gas meter. If they can then all is good again.

I would like to take this opportunity to thank everyone for their time on this, and to @Beki_EONNext for taking ownership. Well done team ! 😀