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  • Billing

    Everything you need to know about your bill.

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    Understand your bill

    We aim to make sure that your bills are simple and clear.

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    Get our mobile app

    It's now even easier to manage your account through our app.

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    For a quick answer you can tweet @EONhelp or find us on Facebook.

Check out our frequently asked questions

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.

What should I do if I don't think my bill is right?

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. Give us your meter readings, and 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. 

What should I do if I get an estimated bill?

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. Give us your meter readings, and 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?

To download or print your bill you'll need to log in to your account and go to the billings and payments page. 

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 can opt in or out at any time from within your online account, but if you do, you'll lose any paperless billing discount you might be getting.

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.

What should I do if 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.

How do I change my tariff with you?

We'll always display our main tariffs on our website, but occasionally we'll offer tariffs through other sites, such as collective switches, or limited time offers.

If you've got an online account with us, you can switch your tariff without having to call us, and we'll always show you the cheapest tariff first.

If you've not got one, you can register for an online account at any time.

What are my current prices?

You can find your current prices on your latest bill. These don't include VAT though, as we add that on separately.

If you've not got one, you can register for an online account at any time.

Can I get discounts on my bill?

Some of our tariffs offer discounts, and depending on how you choose to pay, you might be able to save even more.

Take a look at our tariffs to see what you'll get from each one. If you choose to pay by fixed monthly Direct Debit, you'll get access to the widest range of tariffs, giving you more choice.

And by getting both gas and electricity from us, you'll also get a £20 Dual Fuel discount if you pay by Direct Debit or when you get your bill*.

What's more, you'll also get a £5 paperless billing discount (£10 for both gas and electricity) if you opt in for paperless billing when you have an online account – again, if you pay by Direct Debit or when you get your bill*.

We'll show all your discounts on the front page of your bill.

*Not available with our Cap and Track 1 Year tariff.

How do you work out my discounts?

We start by taking the cost of your energy, and then applying any discounts you’re able to get. After that we add 5% VAT to make up the cost of your bill.

Your discounts are also pro-rata. This means that if you’ve recently changed tariff or your payment method, you’ll only get the discount from the date things changed.

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%.

What should I do if the page is blank when I try to view my bill online?

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.

What should I do if 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.