Final say on this issue for me. I am already on the Priority Services Register. I have already been offered meter reader, no show. I have already complained to @Unhappy and @ceo....... multiple times.
Not sure how to do Ombudsman I will spend some time looking at this.
Many thanks for looking at this issue
Does EON.NEXT ever read the problems their customers have? I wonder.
I'm afraid they did nothing whatsoever to help us though. They believed everything EonNext told then even though we had loads of written evidence. They didn't read it.
Have you considered switching now anyway ? You don't have to wait for the end of price support. You can switch to get better customer service. Find a company with some smart meters in stock !
Please don't climb a ladder to get the readings in the mean time. I suspect that because you have done that they haven't bothered to send a meter reader. Maybe a friend or neighbour could read it now and again so you can calculate what you owe, but don't submit the numbers.
Sometimes being on the priority service register does help. My mother's phone line went off and it was fixed much quicker because of it. That was PlusNet.
I have used your link and have opened a case against E.ONNEXT. I expect a lot of spin from E.ONNEXT but hopefully a resolution to over a year of stress.
@Cepeid54 what happened with our Ombudsman case was that Eon ignored it entirely so that when the initial time period elapsed we automatically 'won' the case. They were then given time to appeal. They ignored that too until the day before the appeal would expire when they submitted an unsubstantiated and false claim that we had not been on E10 in the first place.
This was ludicrous. We had the E10 meter, 25 years of bills, and 2.5 years of smart meter readings which proved it was a lie. Nevertheless the ombudsman overturned the original result and simply asked Eon to give us £100 and a letter of apology. That might sound a lot of money but we had 6 months where we only had 4.5 hours of cheap rate we could use per day instead of 10.
I sincerely hope you are treated better than we were. If I were you I would change supplier now and move on. We wasted far too much time and stress because we had a cast iron case and assumed the ombudsman would be fair.
I'm so sorry to hear about the issues you've had with this previously 😥
I 'd love to check in with you both about how your experience went.
Hope to hear from you both soon!
We had, I think, 5 meters fitted in the end. None would operate correctly with E10 or E7 so we ended up back on a non smart E7 meter. We were not put back on our old E10 tariff. No reason was ever given for taking us off it. We have since found that our next door neighbour was battling the same problem at the same time. They got some compensation so did better than us, but also ended up on E7.
The whole experience was miserable and consumed a year of our life, with well over 200 messages, phone calls and the tribunal. Plus 6 months of getting up in the middle of the night to manually switch things on, otherwise everything came on at peak rate. EonNext were appalling throughout, although many very helpful people within the company did their absolute best to try to help us particularly on
this forum.
My issue was solved by the Ombudsman and myself.
EON was ordered to apologise in writing and also to offer compensation for what they did.
The Ombudsman further ordered them to offer compensation for a second time because of their incompetence with customer service.
I went a whole winter with inadequate heating because of them. Priority Register..... what's it for.
In April of 2023 I moved and chose a new supplier with whom I am more than happy. The "Which" organisation is right in choosing my new company as the best.
EON had a direct involvement in me making the choice to move. There were days when I honestly thought I could die. My kitchen on one day went down to -2c.
I now live in a property where the temperature hasn't gone below 20c in the daytime.
Thank you EON for making my decision to move so easy.
As a company your customer service is shocking. That's why the Ombudsman is seriously looking at EON.NEXT.
I'm so sorry to hear about the issues you've had with this previously 😥
I 'd love to check in with you both about how your experience went.
Hope to hear from you both soon!
well you asked and both customers have given their stories. Eon Next customer services don’t come out of either matter vey well, although if a decision has been taken not to support E7 and or E10 at a higher level then nothing the front line energy specialist can do will meet the customer’s expectations.
@Crunchie66 having to go back to a traditional meter rather than Smart metering is a company failure of astonishing proportions.
I hope both customers found the ombudsman route quick and efficient. If more customers found that to be the case and told their stories, then perhaps more customers earlier in the process would see their complaints through to the end.
Current Eon Next and EDF customer, ex 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.
well you asked and both customers have given their stories. Eon Next customer services don’t come out of either matter vey well, although if a decision has been taken not to support E7 and or E10 at a higher level then nothing the front line energy specialist can do will meet the customer’s expectations.
@Crunchie66 having to go back to a traditional meter rather than Smart metering is a company failure of astonishing proportions.
I hope both customers found the ombudsman route quick and efficient. If more customers found that to be the case and told their stories, then perhaps more customers earlier in the process would see their complaints through to the end.
The ombudsman was almost useless to us. They admitted they didn't read our evidence. I understand that if E10 was withdrawn it would be tough, but it hasn't been from some people. Or main issues was noone ever told us we had been switched to E7, and no meter they ever fitted would work for us. Our heating was switching at E10 times and we were charged at peak prices as it was on E7 tariff.
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