[Lucywells30]

Meter says call help

[DebF_EONNext]

Hey @Lucywells30 welcome to the community!!

I'm Deb one of the community co-ordinators it's lovely to meet you 😊

This is something that you will have to contact our energy specialists for as you will need to have an engineer out to the meter (don't worry your meter won't self destruct and is still safe!) it usually means a meter exchange is needed, if you wait until you are off supply then once you go off supply if you pop us a message on social media 8am - 10pm 7 days a week or call us on 0808 501 5200, our lines are open from 9am - 5pm Monday - Friday (excluding bank holidays) then our energy specialists will get an engineer sorted for you.

Deb 😊

[millzee]

Are u serious? I have no electric and u tell me to call an engineer?

[millzee]

2 bloody hours ago I made a payment which u took out straight away. Yet u don't put a utrn number on the payment. Can u give me my utrn number for my 30.00 payment please before I get a crowbar and rip both meters off my wall

[DebF_EONNext]

Hiya @millzee I am a little confused as I haven't advised you to call an engineer? I have sent you a message asking if you were still off supply and you haven't replied, have you not seen it yet? If you can please reply to my message so I can help you with this 😊

Deb 🌻

[meldrewreborn]

@DebF_EONNext

My reading of your message is that the customers waits till the meter shuts the supply off, then has to contact customer services (takes how long?) to arrange an engineer who will turn up when?

I don't think that is at all helpful. Advice to arrange an engineer for a probable meter exchange ASAP would be better. We are in the 21st century.

[millzee]

I sent a msg to u

[DebF_EONNext]

Hey @meldrewreborn

This is correct unfortunately this error code "call help" needs an engineer out however the engineer won't attend until the customer is off supply as the meter is technically still working as there is still supply reaching the property. Once the customer goes off supply in this situation we can book for an emergency engineer who would attend within 3-4 hours this would be much quicker for the customer than arranging an appointment the normal route as this can take up to 15 working days.

Someone who is off supply will always be flagged as a priority through our social media channels 😊

Deb 🌻

[theunknowntech]

Then what happens in cases where the customer is in around £250 credit and wouldn't go off-supply for maybe another week? You can't really expect them to wait that long...?

[millzee]

I think the forum is badly designed and broken as well. I didn't reply to this post. I started a new post!