[SteffiT]

Got a smart meter installed on friday 2nd, we've apparently used £89.91 worth of electricity since then, which would equate to about £450 pcm. However when I went online today my account statement informed me that I was over £13000 in debit. At the current falsified prices it would take me nearly 3 years to use that amount of electricity and that would be with my heating on, which it isn't.

[retrotecchie]

@SteffiT

I'd be rather concerned. Go into your detailed bills and have a look to see in detail why they billed you that much.

[meldrewreborn]

@SteffiT

I’m guessing that the old meter reading has been entered incorrectly. The bills will contain the detail you need - compare the information there to the label left with you meter when the swap was made.

[Anasa_EONNext]

@SteffiT Anasa here 👋 You have some great advised above with checking reads, I'd also take a screen shot of your current reads to make sure they have been entered correctly as well, your new meter should have started at 0, what type of meter do you have? is it a single rate meter or a two rate meter? If its a two rate meter which requires both a day and a night read; have these reads been entered the right way? My guess is that you've maybe missed a digit or or used an incorrect digit, if you need help reading your meter, pop up some screen shots and we'll be happy to check them out for you and compare them to what you've recently put in 😊

[SteffiT]

It's not my read, I sent them a reading of the old meter before the installation of the smart meter. At that point we owed £401 after the meter was installed the balance shot up to £13051, on the statement it shows 2 amounts debited of £6000+ on the 3rd of December (the day after the meter installation) I sent them a reading of the smart meter last night, along with several messages, including one mentioning that I have epilepsy and my risk of seizures increases due to cold, and zero response to any of them. I'm sitting here with the heating off for the 3rd day in a row. Guess customer service and trustworthiness are outdated concepts.

[meldrewreborn]

@SteffiT

the billing issues will be solved eventually, you’ve notified E.On Next of the problem, and I would carry on heating your home as normal.

would you like me to raise one of the community team to investigate, or are you prepared to wait.

[SteffiT]

@meldrewreborn anything you could do would be appreciated, my partner was in tears last night over this.

[meldrewreborn]

@Anasa_EONNext

Can you pop a PM to @SteffiT - the strong likely hood is that the two amounts on 3 Dec are completely erroneous but the worry is leading to a vulnerable customer not heating their home.

[meldrewreborn]

@Han_EONNext @Beki_EONNext - not sure who’s the long stop tonight but this needs to be addressed, so I’m tagging you as well as @Anasa_EONNext.

[Beki]

@SteffiT Wowzers, that is not right at all! I'm going to reach out to you in a DM now.
@meldrewreborn Thank you - I'll take it from here 😊