[meldrewreborn]

I fully expect that Eon Next will require proof of missbilling and in any event would you have faith in them getting the corrective action correct. So customers in this situation should download their half hourly data and work out for themselves how much they’ve been overcharged. Although in these circumstances an argument could be made for requiring Eon Next to provide that data in an easy to understand format - it is after all their error.

[meldrewreborn]

Originally Posted by geoffers

@RobJM - well, as I expect most E7 users know but the rest of us don't... It looks like there's an ALCS calendar in the meter which controls the circuit switching.

/p9

Most customers on E7 wouldn’t have a clue about ALCS switching - why should they? They’re put on a tariff that sets out their pricing at set times daily, and then expect their supplier to bill them properly. There are some (very few) people like us forum members who recognise when something is wrong and delve into the weeds to find out why.

if should be automatic that putting a customer onto an e7 tariff ALSO requires a resetting of the ALCS timing - that’s a straightforward policy to adopt.

[geoffers]

Originally Posted by meldrewreborn

Most customers on E7 wouldn’t have a clue about ALCS switching - why should they? They’re put on a tariff that sets out their pricing at set times daily, and then expect their supplier to bill them properly. There are some (very few) people like us forum members who recognise when something is wrong and delve into the weeds to find out why.

if should be automatic that putting a customer onto an e7 tariff ALSO requires a resetting of the ALCS timing - that’s a straightforward policy to adopt.

@meldrewreborn - unfortunately it's not just the customers who don't have a clue: the majority of front-line C.S staff don't seem to have a clue either, though they're probably just following on screen scripts (and it's not just EOn: OVO, Octopus et.al. judging by all the other threads out there)

It seems that even when problems being discussed in those threads get escalated to tech support teams, they are still getting fobbed off with excuses which smack of "the blind leading the blind"

Agreed - it should be simple to make sure that the ALCS calendar and the ToU billing should match up, and presumably (maybe) in most instances they do since surely there would be far more people complaining of similar billing issues.

Is it a chicken and egg situation?

• Assuming the meter is set up with particular ALCS timings, should they adjust their billing ToU to match the ALCS timing calendar?
• Or if the billing is set to a particular time of use, should they adjust the ALCS calendar to match the tariff timings
• or are they billing using day/night register readings which for some reason don't match the ALCS calendar
• or if they now have access to ½ hourly consumption data, why bother to use day/night registers at all - ie still use the ALCS calendar to switch the 5th circuit, but bill the ToU according to the times in set in the calendar (similar to Next Drive ToU billing)

So having to deal with individual problems case by case, maybe it's a case-management/reporting/follow-up/education issue with not enough trained staff available with the detailed knowledge to address the issue : who knows?