[smalls]

I'm just curious of anyone has tried calling citizens advice about EON not responding to any line of communication? It seems criminal that you can't get in touch with them. The only responses I've had from 2 weeks of trying was on twitter, which I'm now assuming was a bot named Samantha who gave me a number to ring that was no longer used for setting up new meters, which told me to ring the main number on their site which just leaves you on hold indefinitely. Has anyone managed to speak to a human that works for this company?

[Anasa_EONNext]

@smalls Good morning! It's great to have you here! We have been a lot busier than usual which has meant there has been longer call wait times, emails and social media posts are taking 3-5 working days instead of the usual 24hrs, we're working hard to get to all of our customers so you won't be forgotten and we'll get back to you just not as speedy as we have been before.

Samantha wasn't a bot and I'm sure she gave you a number that she thought would work, the main number is the number you'd need to get through to us and depending on the time that you call you could be in for a bit of a wait. I'm sorry for any inconvenience that this may cause you, I can assure you that you've not been forgotten and we'll get back to all of our customers.

If you do have an emergency please state this when you reach out as your query will then take priority.

Anasa 😊

[smalls]

@Anasa_EONNext Thanks for the reply Anasa, I don't envy anyone working customer service for an energy company at this time and I appreciate you'll be busy, but 3-5 days isn't even accurate at this point and EON must know that this isn't an acceptable time scale for an essential service. Mine isn't an emergency so I don't want to potentially get in the way of someone who does have an emergency. I'll continue to wait for a response but I'm guessing any new meter installations need to be arranged over the phone and I can't wait on hold for hours at a time – if there is another way to do this then I'd greatly appreciate it.

[Anasa_EONNext]

@smalls Thank you so much for your patience and understanding and of course you are right there are some emails that have been waiting longer than 5 days, we're doing all we can to get to everyone as fast as we can so please bear with us! A bit of good news is that we can sort your meter installation out online you wont have to be on the phone, however I would say rather than email use WhatsApp as it's a little bit quicker and I promise we're working through all of them so you won't be left with no reply at all - if you've not heard back in a week please reach out to me 😊

[smalls]

@Anasa_EONNext Thanks Anasa. I do have a Whatsapp message awaiting a reply so I'll keep an eye on that. Just to clarify, I'm not looking to replace my existing meter with a smart meter, I need a meter installed for a new build that has a supply ready. Is this still something that can be arranged via Whatsapp?

[Anasa_EONNext]

@smalls Yes you'll still be able to do this online, once an agent starts off the conversation you can always request a call back or we'll call you there and then 😊

[smalls]

@Anasa_EONNext Perfect, thank you :)

[Crumpet]

@smalls I haven't, I'm convinced this company is a scam. I've spent hours on hold over the week only to be told what I need (a meter putting in my home too) can only be arranged by email. I sent them message after message on WhatsApp, Facebook, email etc daily since last Thursday (a week ago!) And I haven't had a word since, not even a message of acknowledgement of my email. It's pathetic to have to wait so long tbh, I got through to Shell in under 15 mins and they were all nice and helpful. The one guy I got through to at eon was unhelpful and very short with me. Poor customer service, very disappointed so far...

[meldrewreborn]

@Crumpet
I don’t want a smart meter but they sent me an email containing a personalised link where I could book an appointment.

[Crumpet]

@meldrewrebornat least they sent you an email! I've had absolutely nothing. Just bought a house supplied by them and it has no gas meter at all. Will be switching as soon as they fit the meter.