[sisiphus]

@LeeDQ_EONNext
thanks Lee
Several people since last November! noone has given me advice over resolving the issue with the gas supply. It has been denied that there is a problem.

[geoffers]

Originally Posted by sisiphus

@JoeSoap
The main gas is on, the lever is parallel to the pipe.

That doesn't necessarily mean there is gas to the meter.

In my earlier post...
https://community.eonnext.com/thread...ll=1#post39783
... where I described my supply being disconnected due to a leak, they isolated the supply by putting a sealing disc in the input supply pipe junction, so the gas was off irrespective of the lever position.

Maybe this is the case and the meter is reporting "supply off" at it's not detecting any supply pressure 🤔

[Lee_EONNext]

@sisiphus Can you pop me a DM with your details please, my initial thought on the fix is the BAB button pushing, but lets have a look to see if we can do anything.

[sisiphus]

Another two weeks go by. It is like groundhog day. I am told to call to make an emergency appointment but this is impossible back I go into the loop. Round and round at least twice since my last post. The last post is how I feel.
Amusingly (?) kloe asks me to send her the same photo I SENT HER IN SEPTEMBER do this system have no record of what has happened in the past?
Clearly, no.
I despair.

[geoffers]

Originally Posted by sisiphus

... does this system have no record of what has happened in the past?
Clearly, no.
I despair.

+1 agreement with this (ie. customer service system with no record)

In my experience of correspondence with customer services...

1. The query does not get logged with a ticket number - there should be an immediate automatic response with a "ticket" issued relating to the problem
2. Several days/weeks later you get the inevitable response "Thank you for your email, I'm sorry it's taken us so long to get back to you..." etc
3. Unfortunately the reply does not contain the copy of the original email, and it has not got a ticket number which would enable cross reference to the original query

Consequently if there are subsequent responses to the same query, and/or you have multiple queries being dealt with, it is a nightmare trying to work out which customer-service response is being referred to in the email

[Anasa_EONNext]

Hello @sisiphus Anasa here 👋 Welcome to the forum! I'm so sorry that you got here because your gas was of supply. I see that you've had some help on here and you've been in touch with one of our Energy Specialist... Our phone lines can be busy but if this is an emergency the energy specialist should be able to make the call for you although we can be on the phone just as long as a customer...just wondering how this has been left since?

Your best bet would be to continue with your complaint and to talk to the energy specialist who has asked you for the pictures rather than re starting an email or contact. If your email states that it's an emergency and it is deemed as emergency your query will take priority.

The quickest way to contact us is via WhatsApp, facebook or over the phone an email can take a little longer.

When you get in touch with us your details will be logged and noted on your account and any pictures taken will be added to your account this should happen every time contact is made so that if you do get in touch with us via any other channels in can be picked up. If this has not happened prior I do apologise and you can add this to your complaint for feedback. The quickest way to get this sorted is to re send the pictures or forward the email sent with the original pictures.

Please pop back and let us know how you get on, we're here to help or talk you through anything if you need further clarification 🙂

[meldrewreborn]

@Anasa_EONNext

it seems crystal clear that an engineer visit armed with a replacement meter (which may or not be required but needs to be available ) is needed to resolve this issue. While the forum is generally not a back door into customer services, I think this customer’s experience shows Eon Next services at their very worst, and special effort is required to resolve it.

[sisiphus]

@Anasa_EONNext
Of course I am not back on supply. This has been going on since August.
I was promised a call back from the prepayment team (why, I do not know, I am now on a credit system) on Monday which didnt happen.
What you say happens re.record keeping does not happen.
I am now still waiting two days later for the views of the prepayment team.

[sisiphus]

@sisiphus Still no gas still no feedback. how do you escalate without setting another hare running round the same track?

[retrotecchie]

@sisiphus

If you are off supply, but on a credit account now, why don't you phone the after hours emergency number after 5pm weekdays or at the weekend and just report a faulty meter, say you aren't getting gas supply and have no heating? 0808 501 5088