[hesham]

Hi,
My Peak and Off-Peak tariff rates have been swapped on my latest bill. This exact issue happened about three years ago and required manual calculations from the admin team, along with extensive back-and-forth communication to resolve.

Tariff name Next Flex
Product type Variable Payment method
Unit rate (off peak) 30.006p/kWh
Unit rate (peak) 14.523p/kWh
Standing charge 58.915p/day (£215.04/year)


I've tried contacting the admins (@DebF_EONNext & @Connor_EONNext) but haven't received a response. I also called EON customer service, who promised to fix it, but it's now been a week with no follow-up.
I'm frustrated that this keeps happening and that no one seems able to correct my bill.

Has anyone else experienced this issue? Any advice on how to resolve it or who else I could contact?

Thanks in advance.

[doverboy]

Hello @hesham ... sorry to hear that and I'm sure it's infuriating. I would raise it as a formal complaint with E.ON Next, noting the history and lack of response. Sometimes it is better to get things formalised, it focuses the mind.

Can you also help us by giving your meter name/model, type (smart or mechanical), your off-peak hours and the MTC or SSC field from your latest bill ...

[geoffers]

@hesham - also try and get a ticket reference number for the issue, which may help you with chasing its progress. 🤞

I have been assured by @Anasa_EONNext @DebF_EONNext that these are always generated, but may not have been communicated back to the customer
https://community.eonnext.com/thread...ll=1#post65043

[DebF_EONNext]

Hey @hesham 👋

I hope you're well? I haven't come across your message yet it may have got lost as in the sea of DM's I came back to after being off. Let me take a look for you!

Have you been in touch with an energy specialist since posting hesham if so have they looked into the issue for you?

[hesham]

Originally Posted by doverboy

Hello @hesham ... sorry to hear that and I'm sure it's infuriating. I would raise it as a formal complaint with E.ON Next, noting the history and lack of response. Sometimes it is better to get things formalised, it focuses the mind.

Can you also help us by giving your meter name/model, type (smart or mechanical), your off-peak hours and the MTC or SSC field from your latest bill ...

Thank you, @doverboy, I have a normal/mechanical/dumb meter. Please find the info attached.

SSC 0939
Rate 4 (L) 20:30 - 00:30 OFF PEAK
Rate 4 (L) 04:30 - 07:30 OFF PEAK
Rate 4 (L) 13:00 - 16:00 OFF PEAK
Rate 1 (N) 00:30 - 04:30 PEAK
Rate 1 (N) 07:30 - 13:00 PEAK
Rate 1 (N) 16:00 - 20:30 PEAK
All times BST

I've been submitting my meter readings manually and cross-checking them against my own spreadsheet calculations for the past three years without any issues until now.

[doverboy]

Originally Posted by hesham

Thank you, @doverboy, I have a normal/mechanical/dumb meter. Please find the info attached.

SSC 0939
Rate 4 (L) 20:30 - 00:30 OFF PEAK
Rate 4 (L) 04:30 - 07:30 OFF PEAK
Rate 4 (L) 13:00 - 16:00 OFF PEAK
Rate 1 (N) 00:30 - 04:30 PEAK
Rate 1 (N) 07:30 - 13:00 PEAK
Rate 1 (N) 16:00 - 20:30 PEAK
All times BST

I've been submitting my meter readings manually and cross-checking them against my own spreadsheet calculations for the past three years without any issues until now.

Very interesting @hesham ...

SSC = 0939 gives 2 TPRs (Time Pattern Regimes)


and Area/Distributor ID = 18 Southern Scotland.

So the SSC code in your Supply Number indicates that your peak and off-peak times are transposed ??? What was your MTC in the previous format of the Supply Number (probably shown in your previous statement)?

Edit: OVO's E10 information page confirms your off-peak times ... https://www.ovoenergy.com/help/artic...ing/economy-10

[hesham]

Thank you, @doverboy, I really appreciate the support, problem sorted!For some reason, the TPR info was incorrect on the system, showing a different amount from the actual bill. An energy specialist stepped in and rebilled my account with the correct information, and the new balance now matches the one in my spreadsheet. All is good now. ☺


A word of advice: It's always a good idea to keep your own records rather than relying solely on "the system." I learned this the hard way — better safe than sorry, as the system can sometimes have errors!

One less billing headache sorted. Thank you all, glad this community is here to help!

[doverboy]

@hesham Wow, that's good news ... love your sage words 😉

[geoffers]

Originally Posted by doverboy

Very interesting ...Edit: OVO's E10 information page confirms your off-peak times ... https://www.ovoenergy.com/help/artic...ing/economy-10

@doverboy - interesting reading : presumably this has been caused by last month's MHHS changes to MPAN coding, updating the MTC/SSC codes - I wonder if this means there are loads of other people where it's now incorrect but won't have noticed it 😯

Very interesting too, that OVO info 😉...

... that the traditional (non-smart) meters used to compensate for BST in credit mode (in Scotland, Merseyside and Wales only), so their timings were based on local time all year....(But this wasn't the case for the rest of the country, which are like the following categories!!!)

Whereas in "pay as you go" mode the UTC+1 adjustment isn't made in the summer, so the local timings are shifted by an hour during BST

This is exactly the same with smart meters where both credit and p-a-y-g mode are UTC based all year with the local timing shifted by an hour in summertime

There are so many variables/inconsistencies with the original Legacy systems that it's no wonder there's so much confusion when it comes to trying to modernise the smart metering system!

[hesham]

This has happened again this month; my Peak/Off-Peak tariff rates have been swapped in the bill. Could someone from the admin team get in touch, please? The old DMs don't seem to be working.
Thanks!