Hi all,
Over 8 weeks ago now I had my smart meters installed with e.on next. The installer said it was possibly the easiest he'd completed. Both Gas and electric worked well and as the e.on app is so awful I monitored usage using third party Loop and Hugo apps.
12 day later all apps stopped showing usage and our IHD displayed only Electric usage. I called e.on and the representative told me kept that the meters are "doing things in the background" and "syncing with things" and can take 8 weeks to settle and start working.
Nowhere in the e.on literature or on the e.on website does it say this. It simply says if you cant see readings for two weeks then contact e.on for support.This is clearly a tactic used by e.on so they don't have to send anyone out to fix these meters that do not work. The meters worked fine for 12 days, so why would they all of a sudden need to stop working and need to "do things in the background to make sure everything is set up correctly"?
I've raised a complaint (or should I say e.on told me they did this on my behalf) and other than a single confirmation email I've heard nothing since. This was weeks ago! Subsequently low and behold my bills are still based on estimated readings.
I left a review on TrustPilot where e.on responded immediately to say they have my details and will be in touch. that was over two weeks ago on 21st August and I've heard nothing. I sent them an email asking for the reference number for my complaint as I wished to escalate the complaint to Ofgem. I have received no reply and that was well over a week ago.
I accept things can go wrong with technology, but service providers are judged on how they respond to issues and put things right. e.on are clearly failing here and I wonder if they don't care due to the price cap preventing people going elsewhere.
I've had a look through the various menus and can see that the signal strength on the Gas meter for the HAN (Home Area Network) shows 0db. On the Electric Meter the WAN shows a signal. So it looks like the Gas Meter cannot connect to either the IHD or the Electric meter which sends both Gas and electric meters to e.on.
There is an obvious fault here. Why are e.on not fixing it? Why are they telling anyone who reads my review that they have got in touch when they haven't?
Over 8 weeks ago now I had my smart meters installed with e.on next. The installer said it was possibly the easiest he'd completed. Both Gas and electric worked well and as the e.on app is so awful I monitored usage using third party Loop and Hugo apps.
12 day later all apps stopped showing usage and our IHD displayed only Electric usage. I called e.on and the representative told me kept that the meters are "doing things in the background" and "syncing with things" and can take 8 weeks to settle and start working.
Nowhere in the e.on literature or on the e.on website does it say this. It simply says if you cant see readings for two weeks then contact e.on for support.This is clearly a tactic used by e.on so they don't have to send anyone out to fix these meters that do not work. The meters worked fine for 12 days, so why would they all of a sudden need to stop working and need to "do things in the background to make sure everything is set up correctly"?
I've raised a complaint (or should I say e.on told me they did this on my behalf) and other than a single confirmation email I've heard nothing since. This was weeks ago! Subsequently low and behold my bills are still based on estimated readings.
I left a review on TrustPilot where e.on responded immediately to say they have my details and will be in touch. that was over two weeks ago on 21st August and I've heard nothing. I sent them an email asking for the reference number for my complaint as I wished to escalate the complaint to Ofgem. I have received no reply and that was well over a week ago.
I accept things can go wrong with technology, but service providers are judged on how they respond to issues and put things right. e.on are clearly failing here and I wonder if they don't care due to the price cap preventing people going elsewhere.
I've had a look through the various menus and can see that the signal strength on the Gas meter for the HAN (Home Area Network) shows 0db. On the Electric Meter the WAN shows a signal. So it looks like the Gas Meter cannot connect to either the IHD or the Electric meter which sends both Gas and electric meters to e.on.
There is an obvious fault here. Why are e.on not fixing it? Why are they telling anyone who reads my review that they have got in touch when they haven't?
