Frequently asked questions
Some answers to questions you might have about your business gas and electricity account.
How do I read my meter?
To find out how to read your meter, see our help and support pages on metering.
Where do I find my meter serial number (MSN)?
The serial number can be found on the front of your meter and is made up of a single line of letters and numbers.
Where can I find my electricity supply number (MPAN)?
If you're already with us, have a look at your bill and find the 'supply number'. You can view your bills anytime in your online account. The number will appear with a large 'S' and a grid of numbers.
If you haven't joined us yet, please get in touch with your existing supplier to confirm your supply number.
If you've just had a new supply fitted or are in the process of doing so, your MPAN is provided by your local distribution company and will be given to you while your services are being installed.
If you've joined us and you can't find your MPAN you can either contact us online or give us a call on 0345 301 4899.
Where can I find my gas 'meter point reference' number (MPR)?
If you’re already with us, have a look at your bill and find the ‘meter point reference number’. Remember, you can view your bills anytime in your online account.
If you can’t find it, you can also check what your MPR is from Xoserve by calling 0870 608 1524.
Your MPR is given to you when the gas pipework is first installed in your property. This will be supplied by an independent gas transporter or the National Grid.
Joining us FAQs
How do I join E.ON?
If you’d like to join us you can get a quote online, or call us on 0333 202 4586. We’re open Monday to Friday, 8am to 6pm.
Do I need to let my existing supplier know I'm joining E.ON?
If you need to give notice and don’t, your switch will be cancelled. To help make sure your switch goes as smoothly as possible, please clear any outstanding bills with your existing supplier straight away.
How long will it take to switch to E.ON?
How long will the prices I pay be fixed for?
We offer fixed price plans for one, two or three years. You’ll find the length of your plan in your welcome pack.
Three-year plans are currently unavailable for maximum demand or bespoke gas customers.
We may change our variable prices at any time – to find our latest prices please log in to your account.
Your energy prices will be based on the information you gave us at the start of your plan. If you’re on a fixed price plan we may need to give you a new quote if you make any changes to the site(s) we supply energy to, or if the information provided was incorrect.
Whether you’re on a fixed or variable price plan, if you change your payment method the discounts we give you may change. Your unit prices and standing charge will not be affected if you change your payment method.
What is included in my fixed price?
As well as energy, our prices include other costs such as transporting it to you and metering. For electricity, we also include the cost of the following Government schemes – Electricity Market Reform (EMR), Renewables Obligation (RO) and Feed-in Tariffs (FiT).
We include these in our prices, so if you’re on a fixed price plan you know that your price won’t be affected if they change during your plan.
Not all suppliers fix the cost of these Government schemes in their prices like us. This means you could see an unexpected price rise from other suppliers if the scheme costs change during your plan.
What are the Government schemes included in my electricity price?
Your electricity price includes the cost of the following Government schemes – Electricity Market Reform (EMR), Renewables Obligation (RO) and Feed-in Tariffs (FiT).
- EMR is a set of rules to encourage investment in greener energy sources. A fund has been set up so all suppliers pay an agreed minimum price for any renewable energy they buy. Another fund will be used to make sure all companies generating energy deliver enough electricity to keep the lights on.
- RO ensures a proportion of all electricity supplied to customers comes from renewable energy sources. As renewable energy generation has increased, so has the cost of the scheme.
- FiT is a fund which is used to pay back homes and businesses which generate their own electricity from renewable sources and feed it into the grid. There has been a big increase in numbers of solar panels in recent years, meaning more and more payments are needed.
How are the costs of Government schemes calculated in my electricity price?
With our fixed price plans you’ll always know what you’ll be charged – so the cost of Government energy schemes have already been included in your price.
We calculate these costs using an average of what we’re currently charged by the Government for these schemes, and what we think they’ll charge us during the length of your fixed price plan. Other suppliers may calculate these costs differently, so you can’t assume these rates will be the same across all suppliers.
Your electricity price with us will include Electricity Market Reform (EMR), Renewables Obligation (RO) and Feed-in Tariffs (FiT) so you won’t see a breakdown of them in your welcome pack or bill. But you’ll know that these will never change during your fixed price plan.
If you’re on a deemed price, out of contract price or our variable price plan, your prices are not fixed and could change at any time – including what you pay towards these Government schemes. You would be notified of any changes to your unit rates in advance.
When will I receive my welcome pack?
We'll send you your welcome pack, which contains your prices, Terms and Conditions, within a few days of you agreeing your contract.
If you signed up online, you'll receive a confirmation email within 24 hours.
What should I do if my existing supplier objects to my switch to E.ON?
If your existing supplier has objected to your switch, you'll need to contact them immediately.
Quite often this is because you're still in a contract or have unpaid bills, but your existing supplier will be able to confirm this with you. Once you've spoken to your existing supplier, please call us on 0333 202 4714.
When will you need my opening meter readings?
We may send a meter reader to get your up-to-date meter readings, but you can also submit these online. If you're in the process of joining us and your start date is more than seven days away, we'll let you know when we need your meter readings.
If your start date is less than seven days away, please submit your meter readings online.
We need your meter readings to set up your account. We also send them to your existing supplier so they can close your account with them.
If you don't submit meter readings we'll still switch your account but we'll have to use estimated meter readings.
If you've got a smart meter we still need your latest meter readings to set up your account.
I've submitted my opening meter readings but my online account is still saying I need to send them in. Why is this?
It can take around three to five days to process your meter readings, so you may stay on the meter readings stage of your switch even if you've submitted them. We'll update your account shortly so you don't need to do anything.
If I've got a smart meter that was fitted by my old supplier, will E.ON be able to read this automatically?
Your smart meter will still work if you join us, but it will act like a standard (‘classic’) meter, which means it’ll lose all smart functionality and you’ll need to send us your meter readings manually.
Your old smart meter won’t be able to report any faults or alarms whilst you’re with us, and if your old supplier gave you a Smart Energy Display for your desk or work surface, it’ll still show the old prices.
If we installed your smart meter and then you changed to another supplier and lost functionality, but you’re now returning to us, you’ll get the full functionality of your smart meter back.
If you’ve got a Bglobal smart meter, we’re still able to take a monthly reading.
For more information, or to book an appointment to have an E.ON smart meter fitted, take a look at our pages on smart meters.
How will I know my switch to E.ON is complete?
When will I get my first bill from E.ON?
Once your switch is complete, we’ll send you your first bill in line with how often you’ve chosen to receive them.
We may send a meter reader to get your up-to-date meter readings, but you can also submit these online. If you’re in the process of joining us and your start date is more than seven days away, we’ll let you know when we need your meter readings.
If your start date is less than seven days’ away, please submit your meter readings online.
If you register for an online account, we’ll ask you for your meter readings just before your bill is ready.
I've got a question about my opening meter readings. What should I do?
If you’ve got a question about your opening meter readings, give us a call on 0345 301 4899.
What should I do if I haven't had my final bill from my old supplier?
When you submit your opening meter readings, we’ll send them to your old supplier so they can close your account.
You’ll normally get your final bill within 30 days of your switch to us.
Can I cancel my switch to E.ON?
Your contract with us is legally binding, so once you’ve agreed, you won’t be able to cancel.
What happens at the end of my fixed price plan?
Toward the end of your fixed price plan, we’ll contact you to let you know your renewal options. You’ll have until your notice date, on your latest bill, to get in touch and let us know your decision.
You can choose to stay with us by agreeing to a new fixed price plan or you can tell us you want to cancel your contract, and we’ll move you to out of contract prices when your plan ends, we’ll tell you about these when you contact us. You can then switch supplier at any time so long as you make sure you’ve paid any outstanding balance you owe us.
If we don’t hear from you, we’ll move you on to our variable price plan. From here, you can either ask for a new quote from us, or switch supplier. When switching supplier from the variable rate plan you’ll need to give us 30 days’ notice and pay any outstanding balance you owe us.
Leaving us FAQs
I've changed supplier and my account is in credit. How do I get a refund?
If you've got a question about refunds, take a look at our pages on refunds.
What notice do I need to give E.ON to leave?
If you're on a fixed price plan you can find your contract end date on your bill.
If you're on a variable plan, you'll need to give 30 days' notice.
If you're on a different type of contract, please check your Terms and Conditions.
To give your notice, call us on 0333 202 4714.
What should I do if E.ON is objecting to my switch to a new supplier?
Quite often this is because you're still in a contract or have an unpaid bill, so please call us on 0345 301 4899 so we can confirm this for you.
When will I get my final bill from E.ON?
We'll send your final bill once your new supplier has told us what your opening meter readings are.
Once we've agreed on this with them, we'll send your final bill.
If I've got a question about my final bill from E.ON, who should I contact?
If you've got a question about the closing meter readings on your final bill, you'll need to get in touch with your new supplier. This is because your new supplier sends us your opening meter readings which allow us to provide you with your final bill.
If you want to talk to us about something else on your final bill, please contact us.