@eonhelp Economy 7 meter readings reversed - E.ON

[-Stu-]

I moved into my first flat a month ago. When i moved in the supplier was E.on, so i called and registered with them and verified final readings given by the previous tenant by their instructions of how to read the meter

 

In an attempt to save money I run a comparrison on uSwitch and picked out a new plan with EDF.

 

Since moving in i have been taking weekly meter readins to see my average usage and approx spend.

 

I took a reading after work today at 17.30 and noticed the number 2 reading was flashing, indicating that was the rate being used and similarly I checked again just before midnight tonight and rate 1 was flashing. The meter rotates between each figure and the rate used flashes.

 

I looked on my online E.on account and noticed something quite worrying, they state that rate 1 is for daytime and 2 is night time. I called after I took the 17.30 reading and the guy I spoke to confirmed that rate 1 was day time and 2 was night time. I explained that the number 2 rate was flashing indicating that it was currently in use, which would mean that either the meter was reading in reverse or they had made an error. He assured me that he was correct, but he would arrange for someone to come out and look at the meter.

 

Heres a screen shot from my online account

 

 

 

On the front of the meter is an edf sticker, as this was the supplier prior to E.on, on their website they state the opposite to e.on

 

This quote is from EDf's website

Electronic meter

Your electronic meter always displays the charging rate currently in use – Rate 2 during the day and Rate 1 or Economy 7 at night. Please write down the rate showing and submit it with your reading.

 

I assumed that the meter rates would be standard between all suppliers. Has anyone had this problem before and been successful in getting a refund? I've paid quite alot more than the bill should be by my calculations with the rates reversed.

Edited September 3, 2012 by -Stu-

[dx100uk]

we have eon here

 

i'll alert the rep

 

dx

[-Stu-]

we have eon here

 

i'll alert the rep

 

dx

 

Thank you

[dx100uk]

done

 

dx

[BankFodder]

Yes, we have heard of this problem before. It seems that it is not at all uncommon and at one point we even had a meter fitter who explained that it happened very often. If you search to the forum you will find out more about this.

 

Unfortunately, the meter fitter refused to talk to the media.

 

Would you be interested in tallking to the media about this?

 

It really is something which needs to be exposed.

[BankFodder]

http://www.consumeractiongroup.co.uk/forum/showthread.php?336304-Economy-7-Electric-Meter-on-the-wrong-time

 

http://www.consumeractiongroup.co.uk/forum/showthread.php?304165-Transposed-E7-meter-readings

 

Here are just a few threads in which the problem of transposed or reversed meter readings have been discussed.

 

If you search on all posts by Cagger:mattlamb you will find a lot of interesting information. He was a meter fitter or reader but he has stopped visiting the forum since April this year - a great loss to us.

If you find any especially interesting info about this problem, including relevant threads on this forum, please posts links on this thread.

 

http://www.consumeractiongroup.co.uk/forum/showthread.php?293673-NPower-fitted-a-new-elec-meter-in-December-and-now-my-useage-has-increased-by-13-times!/page2

 

http://www.consumeractiongroup.co.uk/forum/showthread.php?200962-Scottish-Power-bills-going-crazy

 

http://www.consumeractiongroup.co.uk/forum/showthread.php?304596-Southern-Electricity-meter-reading-impossibly-high&p=3408117&viewfull=1#post3408117

[-Stu-]

Thanks for your replies.

 

As for speaking to the media, could you PM me some info regarding what this would entail?

 

 

I found a thread started by mattlamb, I believe it may have been his opening post, which is extremely relevant to me, as I live in a south eastern area, Kent.

 

 

The thread title references East Anglia or North London, although I don’t live in close proximity to either of these areas, he mentions Essex, which is under 2 miles from me (I live 2 minutes from the Dartford bridge which leads into Essex).

 

 

/forum/showthread.php?306215-Southern-customers-living-in-East-Anglia-or-North-London

 

(I couldn’t add the full web address as I have under 10 posts, but add the web address up to the co.uk before the link i have entered and it should take you to the post. If someone could repost the full link, it may be beneficial to others)

 

I believe my meter is reading correctly

Rate 2 -Day

Rate 1 - Night

 

I believe that the fault lies with e.on and the order in which they use the corresponding numbers (e.g, reversed to what they are)

Edited September 4, 2012 by -Stu-

[BankFodder]

I'm putting some medial feelers out and I'll get back to you if there is any interest.

It would simply mean telling your story and it would be very helpful to lots of people who are similarly affected. It wold help your situation as well.

[BankFodder]

http://www.consumeractiongroup.co.uk/forum/showthread.php?306215-Southern-customers-living-in-East-Anglia-or-North-London

 

That's the one. ta

[-Stu-]

I'm putting some medial feelers out and I'll get back to you if there is any interest.

It would simply mean telling your story and it would be very helpful to lots of people who are similarly affected. It wold help your situation as well.

 

I hope you won't mind me saying that it would be helpful if you would space out your posts rather more as they are difficult to read in a solid block of text.

 

Sure no problem, please let me know

 

I noticed that my reply came as a block text, when i typed it into the message box it was spaced correctly, but the posted message had blocked it all together. It may be something to do with my work computer, as last night my posts were correctly spaced. I have edited the last post with P tags, so it should hopefully display properly now

[-Stu-]

Another thing that has just occured to me, the guy I spoke to last night from e.on said that when the person comes out to inspect the meter he may be able to switch the two figures over to how e.on think they should display, which would mean I would be charged correctly.

 

This wouldnt be a problem if I was staying with them, but my supply switches to EDF sometime between now and mid month and I dont want to have to go through this process again to get them reversed to read how EDF use them.

[E.ON Company Rep: Malc]

Hi Stu

 

It's certainly possible for meter registers on two rate Economy 7 meters to be charged the wrong way round. This is known as 'transposed readings.'

 

If this is the situation with your meter, we have a team who specialise in sorting these issues out. They'll liaise with the different organisations involved like Meter Operators and Meter Readers to stop this happening in future. They'll also re-bill your account correctly and refund any amount that may have been over charged.

 

To give you a bit of background, meter manufacturers set meter rate IDs to tell separate readings apart.

 

The Meter Operator gives each rate a set time sequence when the rates are active. This varies by meter type and region. Also, each Meter Operator has their own way of describing the individual registers.

 

Our advisor has done the best thing in arranging for a site visit to check your meter. However, you can quickly check this yourself if you wish. Just take a set of readings around 5-6pm and then another about an hour later. In between, use a high kWh rated appliance like boiling a kettle. See which register moves.

 

Call this through to us and, if the electricity is being recorded on the wrong register, we can kick start the process to have this sorted.

 

Hope this helps Stu. Give me a shout if you need any more info as will be happy to help.

 

Malc

[BankFodder]

Well that seems to be good customer service - thnk you.

 

I do think that Eon should put out a statement about this - however embarrassing it might be

[-Stu-]

Hi Malc,

 

Thanks for your reply, very informative.

 

As you suggested, I took two meter readings a couple of hours apart. Which has possibly unfolded another fault with the meter.

 

When I took a reading at 5pm, the number 2 rate was flashing, as I expected it to. I took a further reading a few minutes ago, this was after running the cooker for 30 minutes or so, kettle, tv etc and weirdly the number 1 is now flashing, so the time settings look like they may well be well out of sync.

 

Both the 1 and 2 readings have increased by 1kw.

[-Stu-]

I checked again around 10pm last night and 7.30am this morning and the meter was still flashing rate 1. So i have no idea whats going on at the moment. il will check at other random intervals during the day tomorrow to see what rate is being used though

[E.ON Company Rep: Malc]

Hi Stu

 

You could have a faulty timeswitch.

 

Timeswitches are fitted to multi-rate meters and switch the meter between the day and night registers at the appropriate times.

 

From the times you've provided, it looks as though your meter is switching at the wrong times.

 

If I'm right, we'll come out and fix the fault so the meter switches when it should.

 

Once the fault has been fixed, we'll look at re-billing the account to better reflect the day/night split. Usually, we'll do this by going back to when the timeswitch became faulty and looking at the usage before then. We'll then use this info to estimate what we believe should have been used during the night and day periods if the timeswitch had been working properly. We'll re-bill the account to these estimates and refund any overpayment.

 

However, as you've just moved in, we'll not have any past history to go on. In these cases, we'll apply a default 60/40 day/night split. This is based on the approx proportion of night usage needed to make Economy 7 tariffs viable for a customer. Again, we'll refund any overpayment.

 

This split isn't set in stone and you can appeal if you believe the split should be different.

 

From post 11 above, I suspect this is what our advisor meant. Might be an idea just to tell us about the times you've noted though. Don't want our guy turning up without the right parts.

 

Hope this helps Stu. Give me a shout if I can help further as always happy to do so.

 

Malc

[-Stu-]

Hi Malc, If i check at different intervals tomorrow to try and see when the rate switches, hopefully this will give a better understanding of whats happening.

 

Would i need to call and give this information so the guy coming out will have the right equipment as you said, or could i PM you my account number and you arrange this for me?

 

As for the 60/40 split, i think it should be biased more towards night time usage, as im not in the flat during the day and only have the fridge freezer running and of an evening only have minimal use. At night I heat water using electric and use the washing machine, so i would assume the night usage would be alot heavier than day usage.

[dx100uk]

great work malc

 

dx

[E.ON Company Rep: Malc]

Hi Stu

 

Great idea. This will really help us understand when the meter switches over.

 

By all means PM me but I'll be in and out of the office over the next few days so might be better to email to WebForumAdvisors@eonenergy.com. This way, one of my colleagues can pick it up if I'm not around.

 

Hopefully, though, I'll be here and can check what's happening for you.

 

Malc

[-Stu-]

Hi Malc,

I have checked the meter a number of times to see when the time switches. I'll send you a pm and email with these details

 

Thanks for you help so far

Stu

[-Stu-]

Ignore my last message, as I have under 30 posts I cant pm you. I will forward it all in an email

 

Cheers

Stu

[-Stu-]

I would just like to say a massive thank you to Malc and EON's web team for all their help sorting out the problems I had outlined in this thread.

 

The level of customer service I received was second to none and based on that alone I have no problems recommending EON to anyone needing a new energy supplier with outstanding customer service.

 

10/10

 

Thanks again, your a real credit to Eon

 

Stu

Edited October 19, 2012 by -Stu-

[E.ON Company Rep: Malc]

Thanks for the kind words Stu. They're much appreciated.

 

Malc