@Eastminster Yes please 😊 (Sorry, was supposed to mention that in my reply to you earlier but forgot to add it in!)
- Pete
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I now have a message in my E.ON account online which I have inserted below. There is no mention of my emails and phone calls to them, and certainly no hint of an explanation or an apology. I have been monitoring my consumption closely and am finding the lack of real time information very frustrating.
We’re having trouble getting readings from your smart meter.
Hi @Eastminster I'm sorry to hear that this still hasn't been resolved for you yet.
I'm sure the information you've found on the Citizens Advice website is because your Smart Meter is working as it should, we're just having trouble communicating with it.
I can see someone from the Smart Team has been working on your account on 9th May so we should be up and running again with your meter soon, failing that, an engineer visit may be needed to reset the communications hub.
I can see an Energy Specialist is managing a complaint for you on your account, so they should be in touch with you soon.
Hi @Eastminster I'm sorry to hear that this still hasn't been resolved for you yet.
I'm sure the information you've found on the Citizens Advice website is because your Smart Meter is working as it should, we're just having trouble communicating with it.
I can see someone from the Smart Team has been working on your account on 9th May so we should be up and running again with your meter soon, failing that, an engineer visit may be needed to reset the communications hub.
I can see an Energy Specialist is managing a complaint for you on your account, so they should be in touch with you soon.
I'm afraid there isn't an update on this just yet. I can see you have an open complaint being managed on your account in relation to the connection issues, so someone should be in touch with you soon.
It looks like the issue was escalated to a specialist on the Smart Team on 3rd May. We have to allow up to 8 weeks before this can be chased (a pain I know, but we have to I'm afraid)
That 8 week mark will be the 28th June though which is next Tuesday so hopefully 🤞 you'll have heard by then. If for any reason you haven't, pop a reply on here and I'll take it to our metering team myself and give them a bit of a kick 💪
I have just got an email saying that as 8 weeks are up I can now escalate to the Energy Ombudsman.
This sounds like a computer generated response rather than a genuine one.
Comments like "We're really sorry that we've not yet found a solution to your complaint, we're still trying to do our best to fix this and get you smiling again" really do not fill me with any confidence.
Yes, you'll have received this automatically due to the date of when your complaint has been recorded - I've escalated this to our metering team right now and told them that you also have a complaint open beyond 8 weeks so this should be looked at as soon as possible - I'll let you know when I've heard back from them to find out what's going on and why we're still not communicating with your meter yet.
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