Meter types & IHD
How many types of SMETS2 meters do we install?
Two
How many ways of topping up do we PROMOTE to customers?
Two - online and in store. While customer can technically ring us to top up, we'd prefer they didn't and should promote the other methods at all times
What do we call the credit we give to customers if they can't afford to top up?
Discretionary credit!
What appointment do we book when the meter has lost communications and the customer is off supply?
ECO
What does DCC stand for?
Data Communication Company
How many types of IHDs do EON Next install?
Two! Chameleon V4, IHDL
Can my customer top up at a PayZone?
Yeah! We've broadened the top up horizons at E.ON Next for Smart PAYG
If a customer lets me know they have financial vulnerabilities, what should I look to update in Kraken?
The PSR (Priority services register) - don't forget we need consent for any updates
What number does a customer call for a suspected powercut?
105
What is the Maximum amount a Customer can top up by?
The maximum top up is £300 in one transaction
True or false: Customers can reconnect disconnected meters through their IHD
True! However it is only for S2 meters, and on the electric only
Customer has bought a Eon Voucher to top up. Can we redeem this?
Yes! We can redeem this only once. After the first time it is then lost money if they don't use their barcode going forward.
How long after offering Discretionary Credit will we start deducting from your top ups to pay it back?
7 days
Name three precautions we would advise a customer to take if they smell gas
Open all windows, don't touch any switches, extinguish any flames, don't smoke, vacate to a safe distance etc
Can I reconnect a gas meter from my IHD?
No
I look at the Meter Serial Number on Kraken and it begins "E6S" - Is this an L&G meter or EDMI? What fuel type does the MSN indicate?
"E6S" tells us the meter is an L&G model. All GAS meters start with this designation, so we know it's gas
Can the customer still stop up at the post office like before?
Yes! But only with their new barcodes
What are the three parties we would direct the customer to as a minimum when they ask for help?
Citizens Advice Bureau, Turn2Us and StepChange (debt help only)
How long will an ECO take to arrive?
3 hours - 4 on bank holidays and weekends
I run out of credit at 17:00 on Christmas eve, when would my meter disconnect?
Due to the friendly hours, the meter won't disconnect on any UK bank holiday or between 16:00 - 10:00 on weekdays - so providing the day after boxing day is a weekday, they'd disconnect at 10am the day after Boxing day!
My customer lives in the most Northern part of Scotland that we service and has a SMETS 2 meter - What IHD do they have?
IHDL! These are the only options for most Northern MPANs
My customer rings up and tells us they've made a payment in store 2 hours ago and it still isn't showing on their meter - what do we do?
For both meter types, following a top up the customer should get a UTRN - they can use this to manually put the credit on their meter, guides for both meter types on Kraken wiki
What is our default repayment rate for debts and Discretionary credit?
£7 a week - taken at £1 a day from the meter
If the customer smells gas, what number must we ring if they haven't already?
0800 111 999 and a gas safe engineer should be with them within the hour
What are the criteria for passing a credit check for a Smart PAYG meter?
Trick Question: None!