Billing Queries

Do you have a question about your bill? Then take a look at our answers to frequently asked questions below

I don’t think my bill is right, what should I do?

Firstly, check if your bill is based on actual or estimated readings.

If your bill is estimated, please read your meter and provide us with a meter reading.

If you manage your account online you can log in  and create your own bill. Just choose the meter reading option from the left hand side menu. Once you’ve entered your readings it will give you the option to create your bill.

If you want to manage your account online, or if you’d just like to give us your meter readings please click here .

To make giving us readings easier, we've developed our SmartPhone app. It helps you manage your account whenever, and wherever, it's convenient for you. To find out more about our SmartPhone app click here .

If the meter readings on your bill are right then it may be worth thinking about:
•    if we’ve under-estimated your bills in the past, we may be billing you for energy used in previous months
•    the time of year, because you might use more in the winter months
•    if there’s been a price change since your last bill
•    if there’s been anything you’ve changed in your home, for example new appliances
•    if there’s been an increase in the number of people in your home
•    if you’re being billed for the wrong type of gas meter

If you still think your bill isn’t right, we’re here to help, you can contact us and we’ll be happy to go through it with you. 

 

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I’ve received an estimated bill, what should I do?

If your bill is estimated, please read your meter and provide us with a meter reading.

If you manage your account online you can log in and create your own bill. Just choose the meter reading option from the left hand side menu. Once you’ve entered your readings it will give you the option to create your bill.

If you want to manage your account online, or if you’d just like to give us your meter readings please click here.

To make giving us readings easier, we've developed our SmartPhone app. It helps you manage your account whenever, and wherever, it's convenient for you. To find out more about our SmartPhone app click here.

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How do you work out my charges when I’ve had a price change?

If there’s been a change to your energy prices, or if you’ve switched energy products since your last bill, we’ll show this on your bill by splitting the cost between the two prices.

If we have an actual reading for the date we changed your prices, we’ll use this in your bill. If we don’t have an actual reading, we’ll estimate one using the energy you’ve used in the period we’re billing you for.

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Why does my bill have more than one set of readings and charges?

If there’s been a change to your energy prices, or if you’ve switched energy products since your last bill, the charges on your latest bill will be split to reflect this.

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How do you work out my gas charges?

It’s the UK standard to calculate energy in kilo Watt hours (kWh)*. To work out your gas bill, convert the usage from your meter into kWh, here's how we do it:

1.    If you have a meter that measures in hundreds of cubic feet (hcf):  We take the amount of gas used, shown as 'hcf' on your bill and we multiply this by 2.83 to convert the figure in to cubic metres (m³).

If you have a meter that measures in cubic metres (m3): We take the amount of gas used, shown with 'm³' on the front of your bill.

You’ll be able to tell which type of meter you have by checking the number of digits that make up your meter reading.

Imperial Meters will have four digit readings, not counting any numbers in red or after the decimal point and are measured in cubic feet or ‘hcf’.

Metric Meters will have five or six digit readings, again, not including any numbers in red or after the decimal point and are measured in cubic meters or ‘m3’.
 
2.    We then multiply this figure by a conversion factor  of 1.02264, then by the calorific value. Calorific values vary; you can find the calorific value we’ve used for your meter on the right hand side of your bill.

3.    Next, we divide this figure by 3.6 to show your usage in kWh.

4.    Finally, we multiply your usage in kWh by your unit prices to work out your gas charge.

*By law, ‘The Gas (Calculation of Thermal Energy) Regulations 1996’, we have to send you bills for the energy you use. Your meter measures the amount of gas (volume) that passes through the meter. We use this method to work out the energy from the volume.

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What does ‘calorific value’ mean?

Calorific value is a measure of how much heat the gas creates when it burns. You could use this as a measure of the quality of the gas.

There are a few factors that affect the calorific value. Gas delivered to homes near the point where it comes ashore contains a different level of moisture than the gas that is used further inland. Weather changes can have an affect too. Moisture in gas affects its’ performance and calorific value is there to ensure that gas is charged fairly in relation to how much energy is obtained from it.

Calorific values are tested continuously at various points throughout the National Grid gas network.

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What is the ‘conversion factor’?

The conversion factor takes account of differences in temperature and pressure. It’s always 1.02264, for all suppliers, and on all bills/statements.

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I want to change my E.ON product/prices, what do I need to do?

Switching to another E.ON product/price plan is easy.

To find out which of our products you’re eligible for, and which may best suit your needs, visit the products and services section of our website. We’ve grouped our products together in three easy to follow categories, Fixed Products, Variable Products and Green Products.

Once you’ve found a product you like, switching is easy.

•    If you manage your account online, you can change your products over the
      internet. Simply log in  to your account. Once you’ve logged in click on ‘switch
      now’ to see our other products/prices.

•    If you don’t already manage your account online you can register by clicking here.

•    For more information on how to register or the benefits of managing your account
     online, click here.

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What are my current prices?

You can find your current prices on your latest energy bill. Please note that these prices don’t include VAT, we add this on separately.

•    If you manage your account online, you can log in , view your bills and change the
     product yourself by clicking the ‘switch now’ option from the bottom of ‘your
     account’ page.

•    If you don't already manage your account online you can register by clicking here .

•    For more information on how to register or the benefits of managing your account
     online, click here.

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Am I entitled to any discounts?

You’re entitled to a discount if:

•    you’re an E.ON EnergyOnline/E.ON FixOnline/E.ON SaveOnline customer

•    you pay promptly by quarterly cash or cheque, or pay the full balance on a Direct
      Debit each bill

•    you pay by fixed monthly Direct Debit

•    you take both gas and electricity from us*

You may also be entitled to a discount if you don’t have a mains gas supply.

When working out discounts, we take the cost of the energy, then we take the discounts off and finally we add VAT.

If you’re receiving any discounts, we’ll show the total on the front page of your bill.

*You’ll only be entitled to this discount if you pay by fixed monthly Direct Debit.

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What is no mains gas discount?

In some areas of the country we give a discount to customers who don’t have a gas supply to their homes. This is so that people who don’t have the chance to get a discount for having both gas and electricity with us don’t lose out.

We don’t give this to customers:

•    outside the three areas described below
•    on StayWarm
•    on Economy 10
•    on Economy 18
•    on Price Protection September 2012
•    on SaveOnline 10 or SaveOnline 11
•    on Track and Save 11 

To check if you’re entitled to this, take a look at your bill and find the ‘supply number’. It looks like the example below with a large 'S' and a grid of numbers.

If the first number on the bottom row (12 in the example below) is 10, 11 or 16 you live in one of the areas that is entitled to this discount.

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How do you work out my discounts?

Firstly we work out the cost of the energy, then we take the discounts off and finally we add VAT.

Depending on how you pay, the discount we give you might vary. We give the following discounts:

•    3% prompt payment discount when you pay in full within 14 days of receiving your bill, or
•    6% Direct Debit discount if you have one fuel with E.ON and pay by monthly Direct Debit, or
•    8% dual fuel Direct Debit discount if you have both gas and electricity with E.ON and pay by monthly Direct Debit

We also work discounts out on a pro-rata basis. This means if you’ve recently changed your energy product or how you pay then you’ll only receive the new discount from the date those changes were made.

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Why do you charge me VAT?

VAT is Value Added Tax and it’s charged on most goods and services in the UK. The government decide how much VAT should be. VAT on energy is charged at the reduced rate of 5% whilst most other goods and services are at 20%.

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