[ian020]

I seem to be going around in ever decreasing circles with EON re a smart meter upgrade.

The short version, I contacted them back in June to notify them that I was going to upgrade to a 3 phase supply. Got a quick response that told me that the process was I needed to pay to get my current single phase smart meter upgraded to a new one and that I needed to co-ordinate the upgrade with the DNO work to remain connected. All made perfect sense.

I got a date from DNO on the 3 phase upgrade in September, and then went back to EON to get the upgrade booked in. EON took a payment of £159 for the meter upgrade and promised to come back to confirm the appointment. I then heard nothing, despite lots of chasing. The net result was an emergency appointment was needed with EON to get a new meter installed to remain connected to the grid, but sadly a dumb 3 phase meter was installed.

I now have in-situ a single phase smart meter that DNO have disconnected, so it's dead. My current gas smart meter is happily trying to talk to that (but obviously now effectively dead as well) and a dumb 3 phase electric meter.

No problem, I thought, I've followed EON's process, paid for a meter upgrade so I'll just contact them and get that booked in. This has proven absolutely impossible, I've emailed the people who took payment from me, contacted the team on WhatsApp, etc. I've now kicked off a complaint so that I can follow the formal escalation process but ultimately I've done exactly what EON advised me to do, paid for a meter and can't get one.

Any advice?

[JoeSoap]

@ian020

I think you've done as much as you can by taking it as far as raising a complaint. Hopefully you have kept all copies of previous correspondence to refer to. As a guide, my recent complaint took two weeks from sending my email to get to correspond with someone. If there's a lot of emails backwards and forwards it can be drawn out as the replies from Eon Next may not come until the next day or so. Mine was resolved to my satisfaction within a few days of correspondence starting.

Good luck with it.

[ian020]

Almost a month since I sent the complaint in and yet to receive a response. Does anyone know of an escalation path or is it just a case of letting the 8 weeks count down and going to Ombudsman?

Thanks

[Han_EONNext]

Hiya @ian020 👋

Did you get a response from any of our team regarding your complaint?

[ian020]

Hi, thanks for the reply, no, I hadn’t heard anything. When I posed 2 weeks back I also looked at the complaints page and emailed the CEO address given there. I guess I shouldn’t really be surprised anymore but that also didn’t get any response.

Last week I chased the team on FB messenger to ask for a status update and was told it was still waiting for a response from the relevant team.

I’m not expecting this to be instantly (or even quickly fixed) but I do have a basic expectation that someone would acknowledge the complaint and give me a rough timescale as to when it could be dealt with. Just to be completely ignored is pretty poor, its certainly the worse customer service experience I’ve ever had.