If you've got a prepayment meter and you're moving house, or if you've moved into a house with one of our prepayment meters, use our Prepayment moving house form to give us the details.
If you’ve lost your payment card or key, or if you haven’t had the one we’ve sent, please phone us on 0345 303 3040, or you can tweet us @EONhelp and ask us on Facebook (we're online 8am - 6pm Monday to Friday and 8am - 4pm Saturday).
You may notice that you need to put more money in your meter over the winter period as you turn on your lights, heating and other appliances more often. If you’d like some information about ways you can lower the amount of money you put in your meter by reducing the energy you use, you can find useful tips on our saving energy pages, or you can call our energy efficiency team on 0345 301 4875.
If you owe any money that you’re paying through your meter, you’ll need to pay the weekly fixed amount plus the energy used in your home. If you don’t top up one week your meter will take more next time.
If you’re concerned that your meter is still taking too much money, please take the settings from your meter and contact us . We can then check that your meter is set correctly for you.
If you would like your prepayment meter removed, you will need to:
• pass a credit check
• set up a fixed Direct Debit
• clear any outstanding balance
We no longer charge our customers for the meter exchange.
Please contact us to discuss the removal of your prepayment meter.
Prepayment accounts can show an outstanding debt or credit for the following reasons:
• if your meter readings have been estimated
• your payments haven’t been added to your account
• you’ve previously been sent a refund in error
• if an incorrect amount was set to collect on your meter
• your meter may not have the correct prices
If you think the debt or credit is incorrect:
1. Make a note of the balance on your meter, a meter reading and when you last topped up
2. Check to see if your payments are showing on a recent statement
3. Find a receipt from when you topped up as this will help us find these payments
4. Contact us with the information so we can check your account
We have to send you a statement at least once a year, to show the charges for any energy used and details of any payments made to the account.
If you’ve put money on your key or card but this isn’t transferring onto your meter:
• check the key or card is inserted properly
• try wiping the device with a clean dry cloth and then re-insert the key or card
If it still doesn’t work please contact us.
Yes you can change to a new supplier, as long as the debt on your prepayment meter is £500 or less.
All you need to do is speak to your chosen supplier (if your current supplier has stopped you leaving) and ask them to take on your debt. They will then contact your current supplier for the debt to be transferred to them as part of your change over. This is known as the Debt Assignment Protocol.
Your request to move supplier normally takes about 6 weeks to complete.
Your new supplier will tell you when they have started supplying your property.
You can put money on your key or card at any Post Office, PayPoint or Payzone agent.
Take your payment key or card and a method of payment to one of the local agents who will add the money to the payment key or card. They’ll also give you a receipt which you should keep. The payment device can then be inserted into the meter which will transfer the money to the meter.
Find your nearest PayPoint agent, Payzone agent or Post Office.
Your electricity meter collects a standing charge and any debt on a daily basis even if no electricity has been used. Please make sure that enough credit is put on the meter to cover these charges. If you don’t your meter will go into debt which will be collected the next time you put money on your meter.
Please don’t use anyone else's key or card to buy energy. If you put money on another person's card or key, that payment goes to their account not yours, meaning your account will go into debt.
If your payments aren’t showing on your statement, please contact us. You’ll need a receipt from when you topped up to hand so we can easily trace where the payment has gone.
We update your meter with your new prices when you put money on your key or card. We’ll send a message to your meter to update the new prices, this usually happens straight away but can take up to 3 top ups to go through.
For electricity meters:
You can read your meter by pressing the blue button which will display various settings each time the button is pressed. On a single rate meter the meter reading will be on display ‘H’. On an Economy 7 meter the meter reading displays are ‘H’ for the day and ‘J’ for the night.
For gas meters:
Older meters usually have the reading on the front of the meter. For newer meters, press button ‘A’ until 'meter index’ is displayed on the screen, the numbers next to this will be the meter reading.