Smart Meter Appointments a Joke

EON Gas & Electricity - www.eon-uk.com
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qpQuinlan1982's review of EON Gas & Electricity - www.eon-uk.com

“Smart Meter Appointments a Joke”

★☆☆☆☆

written by qpQuinlan1982 on 16/09/2016

Customer service is awful. Engineer turned up to fit a smart meter and after half an hour decided we couldn't have one - signal problems - and this despite the engineer checking on his computer in advance that it was fine.
Made a complaint but was essentially ignored - "oh, this can happen". I wasted a morning and was offered a derisory £5 in compensation. The guy I spoke to was unhelpful and robotic. I would have rather have spoken to a robot - at least I could have sworn at it!

My advice: Don't have a smart meter fitted.

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Eonhelp's Comment

Written on: 30/09/2016

Sorry for the inconvenience qpQuinlan1982. Have to say, I've come across this type of thing before.

As you say, it's important there's a strong mobile phone signal. It may be the area shows as having a strong enough signal but local circumstances water it down sufficiently to make it unusable for Smart Meters. These circumstances can be things like certain materials between the two points that are trying to communicate. Initially, it could've looked like all would be okay but further tests would prove the opposite. Thought it might help if I give you a bit of information about how our Smart Meters work.

The electricity meter is the hub of the operation. It stores, sends and receives information. If there's a gas meter, this will send readings to the electricity meter and the electricity meter sends information to the Energy Display and back to us. Any material between the two points trying to communicate can affect the signal quality. Wood, plasterboard and other building materials generally have a minimal effect on the signal but thick stone and concrete can have a bigger impact. Metal has the biggest effect on the signal.

Our engineers carry out various onsite tests to see if the signal is strong enough. For example, they use Sniffer Units to test the low power radio signal by placing the transmitter at the electric meter and the receiver at the gas meter and/or Energy Display. If the signal is below a certain level, it's likely it won't be sufficient and the job will be aborted.

Not saying this applies to your situation qpQuinlan1982 . It's just something that can happen.

I'm also sorry you weren't happy with the way we looked after your complaint. I'd recommend referring this to our Review Team. They'll take a second look and either uphold the original resolution or offer an alternative. If you're still unhappy after this, we'll let you have a 'Final Resolution Offer' letter. You can use this to go to the Energy Ombudsman for an independent review. Although, if the complaint's more than 56 days old, you can go to the Ombudsman now. No need to wait for a letter.

Hope this helps explain and sorry again for the inconvenience.

Malc

E.ON Company Rep

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