Gas Disconnected

Level 5

DaveP

12-12-22

2446 views

Hi,
Yesterday I put a charged prepayment card into the meter which has a £60 balance and was working OK. On entry the meter then clicked off. Disconnecting the gas and then very helpfully displayed 'CALL HELP'

I tried the main number 0808 501 5088 on the card which gave me another number to call which I did. Hanging on for 20 minutes at one instance and then 60 mins for another. I even sent an email as requested. No joy.

So here I am the next day, 24 hours later, without gas and I have tried those numbers again several times, was disconnected immediately, as well as sending several emails and am even now hanging on the phone yet again for 20 mins.

Anybody got any contact numbers. I'm freezing here?

HELP

Dave

18 Replies

Best Answer

Level 92

retrotecchie

12-12-22

Best Answer

@DaveP

The 0808 501 5088 number is the out of hours emergency number. You will need to keep trying the main Customer Services number 08085015200 during working hours. The meter has developed a fault and requires an engineer call out.

Last edited by retrotecchie; 12-12-22 at 12:07.

Don't shoot me, I'm only the piano player. I DON'T work for or on behalf of EON.Next, but am willing to try and help if I can. Not on mains gas, mobile network or mains drainage. House heated almost entirely by baby dragons.

Level 2

freezingmynutsoff

12-12-22

@DaveP I hope you manage to get some help m8. Do you know who your energy provider is? Maybe you can find another number for them on Google?

Level 2

freezingmynutsoff

12-12-22

Check out this post, someone who had a similar problem, and there are some helpful suggestions.

https://community.eonnext.com/thread...ll=1#post26364

Level 5

DaveP

12-12-22

freezingmynutsoff,
My supplier is Eon and thank you for the link.

retrotecchie,
If that is an emergency number then why isn't is manned? But I have just gotten through on the main number after a 30 minute wait. Whoo Hoo. You appear to be correct as I was told it is a meter error and they are sending an engineer out.

Strange that it should happen at exactly the time I put the card in. I'll find out more when the engineer gets here.

In the meantime I'm not very impressed with the service. Although poor service seems to be standard nowadays.

Level 92

retrotecchie

12-12-22

@DaveP

Chances are the internal battery in the meter was on it's last gasp. Putting the card in and actually asking it to process the top up was possibly the last straw for it. The emergency number is manned out of normal office hours.

E.On Next have around 2.2 million customers. Even if they had enough phone capacity and employed 1000 customer service staff, you'd still be in a queue!

Last edited by retrotecchie; 12-12-22 at 12:42.

Level 5

DaveP

12-12-22

So why is it an issue that disconnects me especially since it knows I have a +ve account and it leaves me in the cold. I'll find out more when the engineer gets here.

I rang the emergency number several times and waited for 40 mins at one point. So much for emergency numbers.

Fair enough about the support team but that means they know that people like me are freezing and they don't have enough staff. Companies all over adjust their support for seasonal norms. Nowadays, though nobody like EoN cares about service. They like the 99.9% of people that are no problems but do the minimum they can for the others to save costs and absorb the negative feedback. The other providers are exactly the same which is why they get away with it. In the meantime I've been without gas for 27 hours in freezing weather.

Level 92

retrotecchie

12-12-22

@DaveP

I hear what you are saying, but until the engineer sees what the problem is and either repairs or replaces your meter, no one will have any idea what the fault was.

Meters are failing left right and centre over the cold snap. The emergency engineers and the support staff have been run ragged.

Level 5

DaveP

12-12-22

Over 5 hours since my engineer would be here between 2 and 4 hours. Now been stuck in all afternoon. I Downtime now at over 29 Hours

Last edited by Anasa_EONNext; 13-12-22 at 21:09.

Level 5

DaveP

12-12-22

and here I am again still waiting. Back on the phone over 8 hours after being told 2 to 4 hours and 2 hours after being told they would be here in 20 minutes and now the phone keeps on being disconnected straight away again. Everyone must be home now and calling. Lucky for me I was able to phone during the day so I got the pleasure of several sessions of waiting 40 minutes rather than being disconnected and then getting to speak to someone who just tells me to wait. Very politely of course. The staff must be run off their feet with them being so understaffed. I think someone should use some of those profits on staffing up.

Luckily though I'm not too bad at the moment. I actually think it is getting warmer despite losing all feeling in my legs and fingers with my bladder so full from all the hot tea I've been drinking. I may have to get up and go to the toilet soon but I think my bladder is keeping me warm.