[RosieMay]

I rang E.on Next again today and eventually got them to generate a charge for the electricity I used last month.. When I told the agent the charge was incorrect and it was more than I expected she wouldn't accept it. I went online later but no statement had been generated. I spoke to an agent who read out a lot of figures very quickly. The figures were wrong. He went away to check again but came back with more incorrect figures. I told him it was wrong and he went away to check again. On the third try I stopped him and told him the charge for the night rate was not 28p per unit, it was 12p. He finally calculated the bill manually and the charges were corrected on my account. He blamed it on the system. Thankfully I'm good at figures and didn't just accept what I was told. I still don't have a statement I can download.

[RosieMay]

I checked my account on 18th January when a reading was due and guess what? E.on Next couldn't connect to my smart meter and I had to send a manual meter reading. They haven't sent a bill and I don't hold out much hope of getting one unless I ring them again and insist.

[Tommysgirl]

@RosieMay

It sometimes takes two or three days after sending a manual reading in for a bill to be issued, especially if you send a reading in at the weekend, so I'd give it another day or two before you contact them. I've had to send manual readings in on a few separate occasions because of temporary communication failures between my meters and Eon Next. It's an 'industry wide' issue affecting all energy companies.

[meldrewreborn]

@RosieMay you’ll almost certainly get one following you submission of meter readings.

is failure to get smart readings a common happening?

[Indyk_EONNext]

Hey @RosieMay

I hope you're well? 😊

I am sorry to hear you haven't yet received your statement and I can surely check this for you.

I have popped you a dm as I would just need a couple of account details. 💜

[RosieMay]

Originally Posted by Tommysgirl

@RosieMay

It sometimes takes two or three days after sending a manual reading in for a bill to be issued, especially if you send a reading in at the weekend, so I'd give it another day or two before you contact them. I've had to send manual readings in on a few separate occasions because of temporary communication failures between my meters and Eon Next. It's an 'industry wide' issue affecting all energy companies.

It would be great if the statements arrived eventually but they don't. I have to ring every time and insist on getting a statement. Last month they eventually put my statement online and they had overcharged me. It took two phone calls to put it right.

[RosieMay]

@meldrewreborn they were connected to my smart meter, but I didn't get the statements online like everyone else. After three months of no statements they did eventually update my account. I had to send a manual reading for December and January.

[meldrewreborn]

@RosieMay

If they can't pull a reading then they will estimate on the statement. They'll use the EAC figure as a basis of this estimate. If you pay by Variable Direct Debit, then you will be likely pay an amount that is over or under your real usage. If you pay by fixed monthly Direct Debit then it will not matter too much but if it keeps happening, sending in a manual reading reading is the correct thing to do.

Do you use the bright or Eon Next app? If so are the consumption data getting through OK. The reading for billing is sent in relation to a specific request to the meter from Eon Next and isn't connected to the Bright or Eon Next App, but if they are getting through it might indicate the problem with the readings might be temporary.

[RosieMay]

@meldrewreborn they have the readings. I sent them in because they couldn't connect to the smart meter. There is no reason for them not to generate a statement automatically once they have the readings. There is no reason for them to estimate the bill. There is no reason for them to overcharge either. If it isn't sorted out in the next couple of months I will be moving to Scottish Power. I've had enough.

[meldrewreborn]

@RosieMay. Did they estimate before you submitted readings? That would be permissible. If they estimated after you submitted readings that would not be permissible.

i have to say that I’ve never had to contact customer services to get a statement, they always appeared shortly after my submitting readings, my experience was always with traditional meters, although I now have smart meters. Recently I wanted to check my EAC and so submitted manual readings and a couple of days later the statement was sent by email, as is usual.

if yours don’t appear in a short space of time you might like to submit a complaint.