Smart Pay As You Go or Smart PAYG means a payment method where you are required to pay for your energy in advance. See your Smart PAYG Welcome Letter or Confirmation Letter for more details.
Smart PAYG Meter means a Smart Meter with a Smart Pay As You Go mode available, and with which E.ON is capable of communicating remotely.
Welcome Letter means the letter we send about your meter change appointment.
2. Signing Up
Unless your electricity and / or gas meter is already a Smart PAYG Meter, you need to agree for us to fit a Smart PAYG Meter at your Property at a date agreed with us. Your meter must be in an easily accessible place so that you can easily access the control panel on the meter. If your meter needs to be moved you will need to arrange this with us before we can switch you to Smart PAYG and you will have to pay for this.
If, when we come to fit the meter, we find your Property is not suitable for a Smart Meter or for Smart PAYG, we will cancel the changes we agreed as shown in your Welcome Letter or Smart PAYG Confirmation Letter and switch you back to your previous payment method. If you currently have a Prepayment meter and have switched tariffs we will also need to switch you back to your old tariff. We will write and confirm this within 14 days.
3. Switching to Smart PAYG
After we have fitted your Smart PAYG Meter, you will be sent a final bill or statement of account for your previous payment method. You must pay any amount outstanding within 14 days unless we have agreed a payment plan with you. If the amount remains outstanding after 28 days we will add it to your Smart PAYG Meter and take payment for the outstanding balance at £8 per week. This will be taken in daily instalments at around midnight each day.
4. Connectivity to your meter
If we cannot communicate with your Smart PAYG Meter this means that messages, including payments, may not be able to be sent to the meter. If you have provided an email address or mobile phone number we will provide you with a code to enter into your Smart PAYG Meter. You can also call the number in your Confirmation Letter to request the code.
5. Cooling off
You have 14 days cooling off period from the day you agreed to switch to Smart PAYG to change your mind. If you do change your mind, contact us using the contact details provided in your Confirmation Letter to cancel.
If you do cancel during this period you can revert back to your previous payment method and tariff if applicable. If your Smart PAYG Meter has already been fitted in this period it may need to be removed to switch you back to your previous payment method.
6. Switching from Smart PAYG to another payment method
We'll check your credit rating if you want to switch your payment method from Smart PAYG to any other payment method. If you refuse permission for this we won't agree to the switch. See section 2.2 of your general terms and conditions for more information about credit checking.
7. Moving House
If you're no longer responsible for the Property, you need to tell us or we'll continue charging you until someone else takes responsibility for the supply.
We will leave the meter in Smart PAYG mode. We will send you a cheque for any credit you may have left on the meter. We will send you a bill for any outstanding debit on the meter. You must pay this within 14 days unless we have agreed a payment plan with you.
8. Change of Supplier
If you switch to another supplier we will switch your Smart PAYG Meter to credit mode and clear the settings held on your meter and Smart Energy Display at around midnight on the day your switch is completed. We will send you a cheque for the amount of any credit you may have left on the meter.
If your payment method is Smart Pay As You Go and you owe us money, you can switch supplier as long your debt is no more than £500 per fuel and you and your new supplier agrees to your debt being switched with you.
9. Billing/Statement Frequency
You will receive one statement of account each year. This can be viewed online if you have an online account or as a paper version sent in the post. You can select your preference online or by calling us.
10. Balance Adjustment
At the end of each month we will re-calculate a breakdown of your energy charges for each fuel you have supplied by us. The re-calculation will be based on the latest data available, including prices, usage and up to date gas calorific values. This may create a balance adjustment that will be sent to your meter. You can find more information at eonenergy.com/payg-help.
11. Topping Up
You can top up via a range of different methods including online, over the phone or at a retail outlet.
If you use a retail outlet a voucher code will be provided on your receipt. You must keep this voucher code safe until you have redeemed the code with E.ON, either online or by calling. E.ON will update the Smart PAYG Meter with the payment automatically unless we cannot communicate with your Smart PAYG Meter – see section 4 for what to do if this happens.
If you lose your code we cannot issue a replacement, it will be the same as if you lost cash.
Where possible we will send you alerts, for example to warn you that the credit on your meter is low. These alerts can be sent to your mobile phone if you have provided us with a number or by email if you have provided an email address.
You can opt into or out of alerts at any time. You need to tell us if you change your contact details.
If you do not top up to meet your energy needs your meter(s) will automatically disconnect when your balance reaches zero.
Further information is available at eonenergy.com/payg-help
If your electric meter has disconnected you can activate the emergency credit by pressing a button on your meter or you can top up to bring your account back into credit. You may need to press a button on your meter before your supply can be restarted.
If your gas meter has disconnected you can activate the emergency credit by pressing a button on your meter or you can top up to bring your account back into credit. You will physically need to activate the meter to restart your supply.