[brush3287]

I thought I'd posted this query yesterday, but according to my profile I haven't any posts so here goes.
I received a phone call yesterday from someone from E.on. The number is in my call log & it is 0333 202 4470. Basically I was told that the battery in my gas smart meter was failing & an engineer appointment was needed to fit a new one. The usual checks with a call like this were carried out (1st line of address, postcode.DoB & I gave a phrase to be given to the engineer for them to use on their arrival.) There was no engineer availability for the initial dates offered (although retired I'm pretty active & involved in lots of things so my availability is constrained). The operator said she would call me back (I use mobile as my broadband has been switched to Sogea so no landline any more) with a date & time. So far nothing.
Was this a fishing call? Don't know hence the question about telephone numbers.
Any help greatly appreciated.

[JoeSoap]

@brush3287

I would contact customer service by one of the means in the Contact Us section in the purple section at the bottom of this page and check if this call is legitimate.

[brush3287]

@JoeSoap Thanks for that. I just checked & it's genuine.

[EmmaN]

Hey @brush3287 👋

Agree with @JoeSoap it would be best to contact one of our energy specialists just to check 😊

Keep us updated!

[JoeSoap]

@EmmaN_EONNext

@brush3287 has confirmed the number is genuine 👍

[EmmaN]

I just seen! Thanks @JoeSoap and glad it's all been sorted @brush3287 😊

[brush3287]

Well the saga continues. An appointment was made but the engineers failed to turn up & I got a notification 45 minutes before the appointment was due to end. So I'd waited in the whole morning. Eventually I made another appointment & I was told I'd be receiving a £30 credit. Nothing happened to that (until later). Of course the new appointment was not as I had asked for (why would I think this company would do such a thing, you know provide a little customer service? silly me.) The new appointment day arrived & a van without Eon logo on it but the name of some staffing resource contractor (Peter Ganymede?) turned up. First off the security question I'd set up for the appointment was not used but no biggie as my meters are set in the wall at the side of my house so the engineer had no need to come in. He didn't seem to know why he was there & just pointed out about the water ingress to the electricty meter. Where I live (we're surrounded by the Peak District NP) until last year I had some protection from trees but they were demolished by the then land owner, but now the wind just whistles up & blow rain across my property. Yesterday evening I found the gas meter cover propped up against the wall (it hadn't fallen off it must have been taken off presumably by this contractor, why I don't know). Since all this started I have had a heat pump installed (not by E.on) which is working OK & my £30 credit for the first failed appointment reduced to £20. I'm now being told I need to contact Cadent to remove the gas meter. Well I'm not going to my contract is not with them & as I understand things they only provide services to the Energy Companies & not homes. When my fixed deal ends I will not be staying with Eon & I will be using the complaints procedure & then no doubt finish up with Ofgem to get Eon to do what they should do & provide a service to customers.

[Poppy_EONNext]

Hi @brush3287, I hope you are well!

I appreciate this is an older thread, I wanted to check in with you to see how you got on with this 🙂
I am very sorry to hear of the issues you experienced! Were you able to raise a complaint with customer service about this?

It would be great to know what the outcome was 🙂

[brush3287]

Hi thanks for your interest. This whole thing has been a nightmare. It is also tied up to my installation of a ASHP on 1st December 2023. At the time of writing this reply the gas meter was removed in December 2024. I get emails telling me that Eon hasn't had a reading for 10 months & asking to provide a reading. Hey I thought this was what smart meters are about. It's worth pointing out that the original plan for Smart meters was that an independent service was mooted seperate from the energy companies. Eon's management of this is so shambolic I will have to raise this to a higher level. In the south of England a mobile network is used for gathering readings. In the North it is a separate non-mobile network which has a reputation of failure. At the very least Eon owes me a refund for the standing charges for gas since the 1st of December 2023. The electric meter (SMETS2) doesn't have any instructions on your site & I wonder if that too has a flat battery. Recently I was told that my current direct debit needed adjustment (upward). I was given the option of paying an amount plus adjustment or paying a higher direct debit. If you didn't hear from me the direct debit was to be increased for the higher amount. As I didn't have any issue with the increased DD I didn't reply. So far you're still taking the old figure & it should have been increased in February. As someone who is only a few months away from being 80 & who lives on a hill which at this time of year is cold & windy, I don't feel pre-disposed to going out in the current weather to try & read this smart meter. Eon installed it they should read it if they're not getting readings. I have been told I have to read it. Best of luck with that.

[meldrewreborn]

@brush3287

I suggest that you contact customer services and ask to go on the priority services register and that you need your meter read. That can arrange this.

I’m concerned that having switched from gas to a heat pump your electricity consumption will be much higher than it was, and not having a proper reading for so long is not a good idea.

I recognise your frustration over this matter, but if you can tell us the model of the meter then we might be able to assist you in reading it.