[Kriz786]

Hi All

I am having multiple issues with my Smart meter readings/account and billing which could all be stemming from the same problem, a bit of background info:

Switched to Eon a few years ago and after a couple of years of waiting and periodic queries we finally had our SMETS1 electric and old style gas meter changed over to SMETS2 meters in April 2023. Initially everything was working as should be, but in Sept 2023 my electric readings did not show on my online account and I had to manually submit these. Spoke to customer service and they said they would raise the issue and get this resolved.

The following month my fixed term contract expired and I moved onto a new deal, however now I had no costs show up for my electric use on my IHD and am getting a message stating "Waiting for Cost now", when I enter the account info section on the IHD there are no details showing for any of the electric side, the gas unit rate and standing charges are showing, but these are the old rates that I had and not the current ones.

Since Sept I have had to manually submit my electric readings though the gas readings have gone through automatically, I have called each month to report the issue and raised tickets via the Whatsapp support number but still nothing works.

This month I have an added issue where my online account is now asking for a Day Rate and a Night Rate and would not let me submit my electric readings without entering something in the Night reading text box, I called customer services and the rep added in the reading into the Day box and has entered a 0 into the Night box, however later in the week I received a gas statement but nothing for my electric use. I called customer services again (12/12/2023) and the rep said that she would force the system to generate a bill but up to today still not been charged for the electric used.

I am increasingly getting frustrated by this issue and currently feel like things are snowballing into a worse and worse situation!

I would like the following issues to be looked into and resolved;

A. For my IHD to work so that it shows the current cost of electric and gas along with the correct Tariff information
B. For both my electric and gas readings to be automatically sent to EON so that I don't have to continue to do this manually
C. For my online account to be accurate by showing that I have a single rate electric meter and for a bill to be produced accordingly.

Sorry for the long post but hoping that I can get everything fixed with some help here

Thanks
Riz

[meldrewreborn]

@Kriz786. The forum isn’t a back door to customers service in normal circumstances. But the are exceptions.

the information on your IHD comes from the meters themselves. It’s Eon Nexts responsibility to get that data sent down. The gas side is working in the up direction but the electricity is not. Again fixing the issue is the responsibility of Eon Next, but the solution probably requires the involvement of the DCC which has no customer engagement, and resolution is often slow if even possible.

the dual rate issue should be readily resolvable, but if it’s been ongoing you should make a complaint.

[Kriz786]

Thanks for the reply, I guess I will go down the complaint route, I'll update here if anything changes

[Connor_EONNext]

@Kriz786 Hello 👋 Did you manage to contact an Energy Specialist? What did they advise?

[Kriz786]

Hi, I raised a complaint via the unhappy email address and have been advised that this has been passed on to the IFA department ?, I'll post back once there is something done

[Connor_EONNext]

@Kriz786 Thank you for the update - I'm glad to see that something is being done for you. This should hopefully get the meter details updated so the meters are able to connect for you so fingers crossed it's a quick fix 😀

[MrsHouse]

Hi, who are the IFA? My long-standing problem with E.ON Next's dual rate smart meter has been passed to them AND the 'metering team'.

The administration call handler didn't know what IFA stands for. He also originally said they were the ones to confirm what type of meter is in place (which I already know as I have photographs.) Then he said if the IFA change the account to show the correct tariff (dual rare with Economy 7) that will automatically annul the engineer's appointment for the back end of October which will otherwise be needed to look at the meter.

[Lee_EONNext]

@MrsHouse Hey, So IFA is a team/department that stands for Instruction For Action.

This is the team who usually look into certain issues such as the one you're currently experiencing. It's important for our customer service teams to avoid industry jargon and internal language, we love a 3 letter code here at Eon Next, however it's important we remember that not everyone will understand or know what we mean etc.

Both teams will be working the bits in the background and it should be resolved for you as fast as possible.

Let me know if I can help at all.