[meldrewreborn]

@Billjratt

Eon Next don't subscribe to an escalation policy - all customer service agents are trained to deal with all problems - but we all know that is an unrealistic ideal. Since this issue has been going on for several months you are certainly entitled to make a complaint. Eventually, even if this matter is resolved in a few weeks time , you are going to have to negotiate with Eon Next over your charges - as too many peak unit will have been charged for and too few off peak units. You may even have to go to the ombudsman to get satisfaction. Better to start the process now in my view.

[meldrewreborn]

Originally Posted by Poppy_EONNext

I am really sorry your latest comment was not replied to @Billjratt

I am working with the metering department, and with ongoing discussions via DM with @Billjratt we are progressing towards a solution for this issue. As soon as there is further information we will update this thread @meldrewreborn 🙂

As we are not party to DM conversations , we can only go by what appears on the forum. Hopefully it will be fixed soon.

[Billjratt]

Originally Posted by meldrewreborn

@Billjratt

Eon Next don't subscribe to an escalation policy - all customer service agents are trained to deal with all problems - but we all know that is an unrealistic ideal. Since this issue has been going on for several months you are certainly entitled to make a complaint. Eventually, even if this matter is resolved in a few weeks time , you are going to have to negotiate with Eon Next over your charges - as too many peak unit will have been charged for and too few off peak units. You may even have to go to the ombudsman to get satisfaction. Better to start the process now in my view.

I don't want to disparage the field team from the subcontractor, but they DON'T have the ability to fix all problems (obviously!), they receive a job description, order any equipment needed, and set a date. Their management don't seem to have authority or access to the labs etc. remember they are contractors - not Eon. The billing is not a problem -T1 and T2 hours and units used are recorded correctly, the only issue is the physical control of the switch controlling the second circuit. We'll see how the next change affects the situation. At least I now have a contact within Eon who knows how things work and has access to the lab etc. Some info on forums can be misguided, and we have to be careful how we describe things in order to make people understand any issues. Possibly there are differences between geographical network systems which give rise to "it worked for me" from one area on this forum not working on another. Too complicated for me to get involved with at my time of life! Thanks for your concern.

[meldrewreborn]

@Billjratt. I was referring to to escalation within Eon Next customer service. Since your meters were installed late in 2024 and still are not working correctly that is a major failing. Your relationship is with Eon next, it’s up to them to fix this quickly, something they have obviously failed to do.

I fully agree that accurate description of issues (as yours was) really helps. I have to say that the contributors on the forum are often able to point that correct way forward for a positive resolution, nearly always after customer services not getting to grips with the issue.