Billing

If you've got a question about your bill, take a look at our answers to frequently asked questions.

Our Customer Service Expert

Suzan provides help to understand your bill and how to make sure you only pay for what you use.

 

Did you leave us between 2002 and 2008?

If you left us between 2002 and 2008, we may not have automatically refunded your final credit to you. This may have been due to a lack of essential information required e.g. no forwarding address, no factual final meter reading. If you have a relevant bill or correspondence from us where you are unsure if the shown credit balance was refunded please contact us. You do not need to contact us if you left in 2009, unless you failed to provide a forwarding address and/or final meter reading when you moved.

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. 

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.

How do I download or print my bill?

You’ll need to login to your account and select the ‘Billing and payments’ section from the left menu: 

 Billing and payments left menu           View your bills left nav 

Select 'View your bills' to see your latest bill. If you want to download* and print an older bill you can use the dropdown menu to choose a bill that was created up to 12 months ago. 

view another bill drop down menu 

*You'll need to have Adobe acrobat reader installed on your computer to download and print your bills.

How do I opt out of paperless billing?

You’ll need to login to your account and select 'Change your details’ from the left menu:

 change your details left menu           Paper bills and statements left menu 

Select ‘Paper bills and statements’, change your preferences and click submit.

bill preferences menu 

Please note - If you go back to paper billing or statements you'll lose any paperless discounts you may currently get (£5 per fuel).

Why is there a QR code on my bill or statement?

Example of how a QR code looksThe QR (Quick Response) code is the black and white grid next to our contact information on the front of your bill.

There's no information included within the code that isn't already on your bill. It's there to give you a quick way to look at your annual energy use and current tariff on your smartphone, and share this with your chosen third parties, such as an advice centre or comparison services, if you'd like to.

You can find more information about your QR code on our help page.

I don't understand my bill?

We've tried to make our bills clear and easy to understand. Have a look at our understanding your bill pages to see a breakdown of the different bits of your bill.

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.

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.

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 under the readings on 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.

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.

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.

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


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.

Can I get discounts on my bill?

Discounts are now available on all E.ON tariffs.

If you pay by fixed monthly Direct Debit you will get a reduction in your standing charge of £35 per fuel per year. This applies to both electricity and gas so if you are a duel fuel customer you’ll get £35 off electricity and £35 off gas. If you stop paying by fixed month Direct Debit your standing charge will increase.

If you buy both gas and electricity from us you will get a £20 dual fuel discount, regardless of your payment method.

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

When working out discounts, we take the cost of the energy, then we take the discounts off, and finally we add VAT (Value Added Tax)
 

What is no mains gas discount?

We no longer offer a mains gas discount on our new tariffs (offered after 6 December 2013). If you currently receive a no mains gas discount on your tariff please visit our frequently asked questions for details on what will happen to this.

How do you work out my discounts?

When we work out discounts, we take the cost of the energy and then we take the discounts off. All our discounts include VAT (Value Added Tax).  We also work discounts out on a pro-rata basis. This means that if you’ve recently changed your energy tariff or the way that you pay, then you’ll only receive the new discount from the date those changes were made.

We have changed the way we offer discounts on our new tariffs. To make things simpler we now give discounts in monetary values rather than percentages. The new discounts are:

•       £20 a year discount if you have both your electricity and gas with us. 
•       Up to £10 a year discount (£5 per fuel) if you choose paperless billing. You’ll get email prompts when they’re ready to see. This means you can view and print your bill at any time.

Find more information about our tariff changes
 

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%.

When I try and view my bill the page is blank. What should I do?

This usually happens if you’re not using the most up to date version of Adobe Reader. Please ensure you have the latest version by visiting www.adobe.com/reader and clicking the download/install button.

If you have a Mac, you will also need to set Adobe Reader as the default viewer for PDF files. To do this; please follow the steps below:

1.  Download a PDF file to your desktop and single-click on its icon while holding the control key (if you have a two button mouse, simply right-click). Then select ‘Get Info’ from the menu you’ve opened.

2.  Under the heading ‘Open with,’ the current default application for opening PDF’s is listed. If there is no application listed you may need to click the triangle to the left of ‘Open with’ so that it points downward to reveal the current setting.

3.  Click on the application listed (most likely ‘Preview’) to open a menu displaying additional applications. In this menu locate the most recent version of Adobe Reader.

4.  Click the ‘Change All’ button so that in the future Adobe Reader will open all PDF files.

5.  Click the Continue button to confirm that you’d like to change your settings.

6.  Close any internet browser windows you have open and then re-open them, logging in to our website to view your bill.

If you still experience problems, please use the 'Download Bill' link, which you can find next to 'View Bill' in the Your Account section of our website or contact us.

How do I get money off my bill with the Warm Home Discount?

The Warm Home Discount is a scheme we can offer to some customers to help with their winter electricity bills. If you or your partner receive income-based benefits and you have a vulnerability, you might be eligible.

To find out more, visit our Warm Home Discount page.

My bill won't print properly?

We know that if you use Chrome or Internet Explorer, when you print your bill it looks really odd (usually it's really big and sometimes with big black boxes). We've looked into this and have discovered that the browser print settings aren't compatible with our bills. We're looking into getting this fixed, but in the meantime if you need to print your bill, there's a few things you can do;

1) Use a different browser. We're only seeing this issue with Chrome and Internet Explorer.

2) Change your browser print settings. If you're confident with changing settings on your computer, you could change your print settings.