What we're doing to support your business during coronavirus

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I'm worried about paying

If you're worried about keeping up with payments on your PAYG meter or monthly bills, read what we can do to help.

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I've got an appointment booked

We're cancelling a lot of non-essential appointments at the moment, to protect you and us and to make sure our engineers are available for emergencies.

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My contract is due for renewal

We're still here for you online, on the app and over the phone, including contract renewals.

I have a Pay As You Go meter - how can I top up my meter if I can't speak to you on the phone?

You can top up your meter through our app, your online account or if you don’t have an online account yet you can top up. Over the next couple of months, we're making improvements to our systems. Whilst we usually do this overnight this may take a little longer than normal and you may not be able to top up during this time. We’ll be in touch to let you know when we plan to update our systems.

For non urgent business PAYG queries please get in touch with us by emailing SME-payg-team@eonenergy.com, we’ll get back to you as soon as we can, but at this time we will be prioritising the customers who need our help the most.

I’m worried my business may fall into debt during these challenging times, what should I do?

We understand that this is a worrying time, but there are many ways we can help, including discussing payment arrangements based on your individual circumstances.

If you think your business hours will need to change during this time, please let us know so we can keep on track of expected energy use and support you with your future energy needs.

Small business customers can email us at debtexperts@eonenergy.com

Larger business customers can email us at largeenergya@eonenergy.com  

Will my business be penalised if I'm unable to pay bills on time?

Please get in touch with us directly if this is the case as there are many ways we can help.

Small business customers can email us at business@eonenergy.com

Larger business customers can email us at largeenergya@eonenergy.com

I have a Pay As You Go meter - I can no longer afford to top-up my meter. What do I do?

If you can no longer top-up your meter due to the impacts of coronavirus on your business, please call us on 0345 055 0065 and we’ll try and find a solution that works for you.

What happens if my business falls off supply, will you still come out in an emergency?

In the case of a power cut, please contact your Local Distribution Network Operator or call 105

For small businesses, if you're not sure if you've had a power cut or there's a fault with your meter, please call us on 0345 055 0065 and we'll take all necessary steps to help you at this challenging time. If the fault is an emergency, we'll be able to arrange for a technician to visit the property if it's safe to do so.

For larger businesses, if you're not sure if you've had a power cut or there's a fault with your meter please call us on 0800 1582 793 and we'll take all necessary steps to help you at this challenging time. If the fault is an emergency we will be able to arrange for technician to visit the property if it's safe to do so and we’re your appointed meter operator.

We must take all necessary steps to help ensure the safety of our customers and our colleagues during these challenging times.

Smart meter installations

We're now ready to continue installing smart meters following changes to our installation process.

We have developed a no contact installation process which all our technicians will follow.

How we’re keeping you and our technician safe during the installation:

  • We’ll call ahead of arrival to make sure it is safe for our technician to enter your property
  • We’ll ALWAYS keep a social distance of at least 2 metres between the technician and any members at the property. This may mean we ask you to stay in a different room to the technician
  • Our technicians will be wearing appropriate PPE for the duration of the install
  • Gloves will be sanitised between each job and we’ll also sanitise any surface we touch before and after we touch it
  • If any conversations need to take place during the install, or you would like tailored energy efficiency advice, this will be done via telephone at a safe distance
  • We'll remove all waste in accordance with our safe working methods

 

How we’re keeping you and our technicians safe

Following changes we've made to our installation process to keep you and our colleagues safe, we're now ready to fit your smart meter for free. 

Here's more information on how our no contact installation will work.

How can I best prepare my business for the time ahead?

We are asking all customers, where possible to register their account online, to manage their payments, view bills and provide meter readings. You will need your account number at hand to be able to do this. We also offer a smartphone app which some customers may find easier to use.

For any business customers that have Pay As You Go, we are reminding you of the top-up methods available and recommending you keep your meter topped up as much as possible.

Small business customers can also email business@eonenergy.com for support.

My business energy plan is due to expire shortly, what will happen next?

Where possible, we’re contacting customers about their renewal. We recognise that this may not be your priority at the moment but if we can’t reach you we’d encourage you to contact us and renew your plan, if appropriate – if you email us please provide your account number. If your contract expires you’ll move onto a Non-Contract Rate, which may be higher than you’re currently paying, please be assured that we’ll agree a new contract and backdate these prices when you’re back up and running.

Manage your account

Log in or register to manage your account, view and download your bills and switch to paperless billing. 

Give us a meter reading

Submit a meter reading. You don't need to have an online account – you just need your account information.

Make a payment

You can pay your bill without having an online account. You just need your account information.