[lego]

After the power cut my prepayment meter has gone completely blank, after phoning i was booked for June for a new smart meter, but just today i got a message saying that my appointment has had to be canceled as it was booked incorrectly so i phoned them again and was told there are no available appointments in my area and it needs to go through another department as it is done by a third party and will contact me after they made the appointment. After an hour got a call saying that department doesn't have any appointments either and have no idea when they will. Right now my meter is in vend mode and i am geting a debt for god knows how long. Any suggestions?

[retrotecchie]

@lego

If you are in free vend mode rather than 'off supply' then don't worry too much. If the meter is completely blank but you still have power, then the onus is on E.On Next to get it sorted as soon as possible. Keep chipping away at them, or try a written complaint to unhappy@eonnext.com.

[lego]

@retrotecchie yes it is completely blank and i still have power. Thanks, i will keep trying to pester them, it is just sad that it was not my fault they booked incorectly and it got canceled and now i can't get an appointment, thanks for the advice again.

[Bennie_R97]

Hi @lego, I am sorry that has happened to you.

Do you have specific details on the departments that you have dealt with? Have you emailed the complaint team?

Let me know if there's anything I can do for you.

If the meter is blank and in Vend mode, the meter is due to the power shortage gone into credit meter mode. My advice would be not to top up the prepayment meter and keep this money on a side as the meter is working on credit mode and there will be a bill to pay once you switch to smart meter mode. We do have the responsibility to get it sorted as soon as we can, that's why I was asking which team you spoke with.

You shouldn't be going off supply but if you do we can always book an ECO appointment for you.

[lego]

All i was told that there are no normal appointments and it was sent to escalations team, once they get an appointment they will contact me, but when when i asked for estimate how long it could take she had no idea. I have not sent a complaint email yet.

[Bennie_R97]

@lego thank you for the clarification, were you looking in getting installed a smart pre-payment meter or a credit smart meter? If the Smart pre-payment team has not any appointment currently, it might be worth to have a look to have a standard credit meter fitted.

Have you tried to send a message to our Whatsapp team? They can be very quick and helpful. Also, they can log your complaint and see it through.

Let me know how you get along 😀

[lego]

I was offered a smart meter and no others were mentioned, all i want is the faulty meter changed so that i dont have to worry about things that i shouldnt, credit or prepayment it doesnt matter as long as everyting is working fine :)

[Han_EONNext]

Evening @lego

Hannah here 👋 - rather than just fixing the meter our team will upgrade your classic Prepayment meter to a Smart Pay as You Go meter. So instead of a standard key/card situation where you top up, you'll be able to top up the meter via out app or a website 😊. As @retrotecchie kindly pointed out, the meter is in vend mode - this means that the meter will continue to run so you don't need to worry about going off supply! When the meter goes into this state you will be charged the Next Flex rates for your area, rather than your Next Flex Prepayment rates (which usually works out more expensive!) so if you continue using energy the same, you may be better off in this period. Once we fix the meter we'll then most likely send you a bill for this period 😁.

Nevertheless, it's important that we get this fixed for you and there is clearly an issue somewhere as to why your booking has been cancelled! I'll send you a DM for some account details and hopefully we can get this booked in properly for you.

[Bennie_R97]

@lego How are you doing ?

Any news on your meter?

[Bennie_R97]

@lego How are you doing ?

Any news on your meter?