Smart meter woes - double charging help! - Page 3

Community Team

20-01-24

Hey @hobsonbrook - Welcome to the Community! The guys above have given some great advice here, but I can see that this needs a little further work.

I'm really sorry that this hasn't yet been resolved via customer services yet. It would appear that we're receiving your readings through fine, but your account is recording your meter readings twice which is double-charging you for your usage on your bill, this should be an easy enough fix, and I'll need to take a look.

I'll send you a private message on here to obtain some details from you if you could please respond there? I can then take a look over what's been happening and see what we can do to get things resolved.

Just a heads up, I'll be available today until 2pm, after that, I won't be back until Monday morning, so if you get back to me after this time today, I'll certainly look into this first thing on Monday, even better today though should you see this and get back to me.
Thank you @Tommysgirl @retrotecchie & @meldrewreborn for bringing this to my attention 😊

Cool 😎 Calm 😌 Collected 🙌 - Here to help, or just for a chat if you like!

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Level 5

hobsonbrook

22-01-24

Dear @retrotecchie @Tommysgirl @meldrewreborn

Thanks for debugging this and bringing it to the attention of @PeterT_EONNext !

Pete has sorted it all out, my account is now in credit (due to all the overpayments) and the readings are from one register now (also checked there is only 1 input box on add a reading).

Great teamwork and appreciate all your fast help fixing this!

Level 51

Tommysgirl

23-01-24

@hobsonbrook

That's really good news,👍 and I'm glad we were able to help. @PeterT_EONNext is excellent, as are all the Community team, and so are @retrotecchie @meldrewreborn and a few other forum members who offer great advice and help. It's a very good forum to be a member of.😃

Last edited by Tommysgirl; 23-01-24 at 00:16.

Level 92

retrotecchie

23-01-24

@Tommysgirl

It's teamwork that makes the dream work 👍

@hobsonbrook Glad it was resolved without too much more delay and we like to hear of a happy outcome. That calls for a virtual ☕ and 🍪 all round, I reckon 👍

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 91

meldrewreborn

23-01-24

@hobsonbrook
Glad it’s sorted out. Clearly forum members were able to recognise very quickly what was wrong, even though we have no ability to make the required changes. That @PeterT_EONNext was able to quickly facilitate the necessary corrections begs the question of why customer services couldn’t do that sooner.

Current Eon Next customer, ex EDF, Zog and Symbio. Don't think dual fuel saves money and don't like smart meters. Chronologically Gifted. If I offend let me know by private message, but I’ll continue to express my opinions nonetheless.

Level 92

retrotecchie

23-01-24

@meldrewreborn

It definitely appears to me that Customer Services can only deal with a fairly narrow range of queries and that anything that requires a deeper delve or involves them going 'off script' is something they either don't want to do, or don't have any ability to escalate more technical enquiries to anyone who can understand the problem.

The old 90:10 rule. Get everyone up to speed enough to deal with 90 percent of day to day issues and hope the other 10 percent don't materialise.

Level 60

Mailman

23-01-24

Originally Posted by retrotecchie

@meldrewreborn

It definitely appears to me that Customer Services can only deal with a fairly narrow range of queries and that anything that requires a deeper delve or involves them going 'off script' is something they either don't want to do, or don't have any ability to escalate more technical enquiries to anyone who can understand the problem.

The old 90:10 rule. Get everyone up to speed enough to deal with 90 percent of day to day issues and hope the other 10 percent don't materialise.

Maybe also a case of not knowing which 'team' to channel such enquiries to?

Level 92

retrotecchie

23-01-24

@Mailman

From what I gather, all their advisors are 'energy experts'. We hear of the 'smart metering team' but I doubt they have a dedicated team for 'esoteric configuration problems with the account being a bit confused between single and dual rate billing' 🤣🤣🤣

Level 60

Mailman

23-01-24

Originally Posted by retrotecchie

@Mailman

From what I gather, all their advisors are 'energy experts'. We hear of the 'smart metering team' but I doubt they have a dedicated team for 'esoteric configuration problems with the account being a bit confused between single and dual rate billing' 🤣🤣🤣

You mean a 'jack of all trades' but master of none? ( I know horribly un-PC) 🙄

Level 86

WizzyWigg

23-01-24

Originally Posted by Mailman

Maybe also a case of not knowing which 'team' to channel such enquiries to?

Time to get the old Flow Diagram in place. 🤔 Maybe 😉.