[JacobMT]

I recently moved property into a flat which had two electricity meters, one which is active, the other inactive. After a lot of back and forth I was able to get the inactive meter removed. Following this I gave a meter reading and noticed my bill only mentioned my gas supply. It was then I noticed that my active meter had been marked as the removed one on my account, and the removed meter was marked as my active one. I contacted help via email and was told this would be resolved in 2 weeks. 2 weeks passed, no update despite assurance I would get one, so I chased and was told that it was with the metering team and would take a further 10 working days. I had a scheduled smart meter install looming and wanted to know if this error would cause further problems with the install. No reply via email. I called and the person I spoke to on the phone activated my meter on my account and said I needed to submit a reading, which I did. Checking the history I noticed that on the date it had been removed a reading had been entered as "0" so I called again, to highlight this issue as I was worried it would take this to be my last reading and as such want to bill me from 0 to my current reading. It was amended and I was told it wasn't the case. I logged in today and unsurprisingly my account had gone from being in credit to being £10K in debit. When I called today I was essentially told to sit tight and that it "should" be remedied within 2 weeks. That was the only reassurance I was given, nothing in writing, and fixed dates. With my next bill being issued on the 2nd, I'm expecting my direct debit to sharply increase because of this error and for this mess to get even worse given how things have transpired so far. I dread waiting 2 more weeks (if not even longer). Surely an error eon have created like this they could remedy more quickly?

[HelenaP_EONNext]

Hi @JacobMT, it's been a while since you've posted! 😊

I'm very sorry to hear of the experience you have received in investigating your account/meter issues! it can take up to 10 working days for the meter information to be updated via our metering team, have you had a further response on the meter details being updated? Do you know when this was raised with the team to reactivate and deactivate the correct meters?

When the new smart meter was installed, did you provide our energy specialists with a photo of the new meter and a photo of the meter exchange tag? (this looks like a yellow sticker or paper tag attached to the meter) as this may assist in ensuring your account is set up with the correct details. 🤔

Do you have an open complaint currently in regards to these issues?

[JacobMT]

Thanks for getting back to me. The matter was originally raised on the 7th but I was told it was only sent to the metering team on the 18th.

I called the service team today and was told that I should have had a complaint opened, It has now and I'm to receive regular calls to check in until this is resolved. I've also told this amount on my bill would also be frozen in the meantime too. I feel somewhat more reassured than I did yesterday.

[Poppy_EONNext]

Good Morning @JacobMT 🙂

I'm glad to hear a complaint has now been opened for you and that you will be updated along the way with regular calls!
It would be great if you could let us know how you get on with this 🙂

[JacobMT]

Thanks Poppy. Certainly, I'll keep you posted.