Incorrect Pricing on In-Home Display Units

Community Team

10-04-23

65504 views

Afternoon everyone!

I can see across the Community, there have been a few reports now relating to the prices on your in home display (IHD) potentially showing the prices incorrectly after prices changed on 1st April, those who switched to a fixed tariff and tariff changes on 1st July.

We're aware of the issue and this is being looked into right now by the team with an incoming fix, so please bear with us 😄

To explain what's happened, we've updated the way the prices display on your account - this has inadvertently caused some updates to IHD's to be sent out with the pricing for the payment method 'on receipt of the bill' instead of the rates you're actually paying, when you pay via Direct Debit and receive a reduced rate.

Please note - you'll still be being billed correctly, and will notice that the prices on your online account show correctly

The team will update you here once we know more 😊

Thanks to @WizzyWigg and @UKDave51 for bringing this to our attention, as well as those that have posted elsewhere on the Community about the issue!

UPDATE

We are aware that this is still an ongoing issue for many customers following recent tariff changes. The tech teams have been looking into this issue and we hope that it will be resolved soon. In the meantime You will still be billed correctly as we bill based on your readings and the tariff information in your account not what is shown on the IHD.

We will continue to keep this thread updated 😊 To keep track of what's happening you can subscribe to this thread by clicking the 3 dots in the top right and selecting subscribe.

Last edited by DebF_EONNext; 19-07-23 at 11:51.

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24 Replies

Level 5

Irishlynne

25-05-23

@PeterT_EONNext when can we as customers expect any kind of update on this issue.

My IHD worked properly for a grand total of 94 days after installation and now its been wrong for 55 days and counting

Community Team

Han_EONNext

25-05-23

Hey @Irishlynne

Hannah here 👋

Uh-huh! We'd expect things to refresh and be working as normal by now so it would suggest we need to manually push an update through to your meter / IHD 😊.
Please do get in touch with us to request a manual tariff update 🤖. You can do this by sending us an email at: hi@eonnext.com, giving us a call, or popping us a message on social media 😋.

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Level 5

Irishlynne

25-05-23

Hi Hannah

Thanks for the reply

A manual tariff update has been requested and sent, sadly nothing happened

Level 5

Developer

30-05-23

Just to add, mine worked for 6 months or so for the correct tarriffs and has been incorrect since the April change. I also requested a manually tariff update several times but that didn't fix it and the agent advised it was due to this issue. Would be good if we could get an update, especially as we are almost 2/3rds of the way through this tariff window.

Level 76

WizzyWigg

01-07-23

Originally Posted by Han_EONNext

Hey @Irishlynne

Hannah here 👋

Uh-huh! We'd expect things to refresh and be working as normal by now so it would suggest we need to manually push an update through to your meter / IHD 😊.
Please do get in touch with us to request a manual tariff update 🤖. You can do this by sending us an email at: hi@eonnext.com, giving us a call, or popping us a message on social media 😋.

Morning Hannah. This might need updating. 😉

Level 91

JoeSoap

01-07-23

Originally Posted by WizzyWigg

Morning Hannah. This might need updating. 😉

I’ll second that. Many of us can’t seem to get an update to the correct rates for love nor money. If we were advised at the time of requesting an update that it will be done but the rates shown will still be slightly higher than the actual rates due to… blah blah blah, then it wouldn’t cause so much hassle for us or the person handling the update.

I'm an Eon Next dual fuel customer with no particular expertise but have some time on my hands that I am using to try and help out a bit.

Level 6

Liverpool22

01-07-23

I've raised a complaint on WhatsApp regarding this as the manual tariff update doesn't work. Will keep you posted

Balen

Level 5

Developer

03-07-23

Mine have now updated to reflect the 1st July price changes, but are still showing a few % higher than they should be. Can we get an update on this? @PeterT_EONNext ? Never had any issues before 1st April and seems like after 3 months it should either be fixed or we should be able to get an update on when it will be.

Level 76

WizzyWigg

03-07-23

Originally Posted by Developer

Mine have now updated to reflect the 1st July price changes, but are still showing a few % higher than they should be. Can we get an update on this? @PeterT_EONNext ? Never had any issues before 1st April and seems like after 3 months it should either be fixed or we should be able to get an update on when it will be.

I think you might find the changes are the July figures for non direct debit payments.
Might be worth looking at this thread if you haven't already.
https://community.eonnext.com/thread...me-Than-Normal