Changing supplier

If you've got a question about switching to E.ON from another energy supplier or leaving E.ON for another supplier, take a look through our answers to some frequently asked questions.

Our customer service expert

Suzan explains how easy we’ve made it to switch supplier or tariff and what details we’ll need.

 

I've been an E.ON customer before. How can I find out if I've still got any credit with you?

You may still have credit on your previous account with us. We want to make sure that you receive any credit you're owed. If you've had a final bill from a previous account with us that shows a credit balance and you're unsure whether you've had your refund, please call us on 0345 052 0000.

How do I join E.ON?

Thanks for choosing us. So that we can find our best deal for you, we’ll need to start by asking you a few quick questions. You can do this online, or if you'd prefer to talk to someone about switching to us, call us on 0333 202 4662. We’re open Monday to Friday 8am to 8pm, and 8am to 6pm on Saturdays.

How long will it take to switch to E.ON?

It'll take about 17 days to complete your switch to us. During this time we'll start to get all the right meter details for your home. The only thing you need to do is provide us with your first meter readings when we ask for them, and we'll contact you to let you know when your switch is complete.

To help make sure your switch goes as smoothly as possible, please clear any outstanding balance with your existing supplier straight away.

How can I track my switch to E.ON?

You can track your switch at any time by logging into your online account. If you don't have one you can register for an online account.

Do I need to let my existing supplier know I'm joining E.ON?

No, we’ll let them know for you. To help make sure your switch goes as smoothly as possible, please clear any outstanding balance with your existing supplier straight away.

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 accepting your quote.

If you signed up online, you’ll receive a confirmation email within 24 hours.

What should I do if my supplier is objecting to me switching to E.ON?

You’ll need to speak to your existing supplier as soon as possible to resolve the objection, otherwise your switch will be cancelled.

To help make sure your switch goes as smooth as possible, please clear any outstanding balance with your existing supplier straight away.

 Exit fees will not be applied if you're in your renewal window (this can be up to 42 days before your renewal date).

When will you need my opening meter readings?

We'll contact you when we need you to send us your opening meter readings.

We'll need your meter readings to set up your account. We'll also send them to your existing supplier so they can close your account.

If you don't submit meter readings we'll still switch your account but we'll have to use estimated meter readings.

How do I read my meter?

To find out how to read your meter, see our help and support pages on metering.

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 reading stage of your switch even if you've submitted them. We'll update your account shorty so you don't need to do anything.

How will I know when my switch to E.ON is complete?

During your switch to us, we’ll provide you with an estimated start date. Once your switch is complete, we’ll be in touch.

You can track your switch at any time by logging into your online account. If you don't have one you can register for an online account.

How do I cancel my switch to E.ON?

If you change your mind about switching to us, you can cancel your switch by calling 0345 301 4905 within 14 days of when we send you your welcome pack. This contains your prices, terms and conditions and the final date by which you can change your mind.

Where can I find my electricity supply number (MPAN)?

If you're already with us, take a look at your bill and look for the 'supply number'. It'll appear with a large 'S' and a grid of numbers:

s number on bill

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 also contact us.

Where can I find my gas 'meter point reference' number (MPR)?

If you're already with us, take a look at your bill and look for the 'meter point reference number'. It looks like the example below. If you can't find it, you can also check what your MPR is from Xoserve by calling 0870 608 1524.

gas mpr on bill

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.

What should I do if I haven't had my final bill from my old supplier?

We'll send your opening meter readings to your old supplier so they can close your account.

It can take up to 30 days for everything to be sorted. If your switch date was more than 30 days ago, you should get in touch with your old supplier and ask them about your final bill.

How do I get my credit refunded?

Once we've closed your account and sent your final bill we'll automatically refund you any credit by cheque (within 7 working days, unless your credit is over £3000, in which case it might take us a little longer). If you were a Direct Debit customer we'll automatically refund your credit to your bank. Please don't cancel your Direct Debit before we do this.