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.

 

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.

How do I join E.ON?

Thanks for choosing E.ON. So that we can find our best deal for you, we’d 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 until 8pm, and 8am until 4pm on Saturdays.

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

No, we’ll let them know for you. To help make sure your transfer runs smoothly, you should make sure you’ve paid any bills from your old supplier.

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

It'll take about 17 days to complete your transfer to E.ON. During this time we'll start to get all the right meter details for your property. You don't have to do anything except provide us with your first meter readings when we ask for them and we'll contact you to let you know when your transfer is complete.

To help make sure your transfer runs smoothly, you should make sure you've paid any bills from your old supplier.

How do I cancel my switch to E.ON?

If you change your mind about switching to E.ON, you can cancel your transfer by calling 0345 301 4905 within 14 days of when we send you your welcome pack, which contains your terms and conditions

If you'd like to talk to us about cancelling something else, for example an appointment or Direct Debit, please call us on 0345 052 0000.

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

You’ll need to speak with your current supplier as soon as possible to resolve the objection.

To help make sure your transfer runs smoothly, you should make sure you’ve paid any bills from your old supplier.

When will I receive my welcome pack?

We’ll send you your welcome pack, which contains your 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.

When will you need my first meter reading?

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

We'll use these readings as the opening readings on your first bill or statement from us. We also send them to your old supplier so they can close your account.

If we don't receive the opening readings from you in time, we'll have to estimate them. We will do this based on the reading history that we'll request from your previous supplier.

If you have a prepayment meter and don't send us your meter readings in time, don't worry as we'll receive a meter reading when you first top up with your new E.ON card or key.

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

During your switch to E.ON, we’ll provide you with an estimated start date. Once the transfer is complete, we’ll get in touch with you to let you know the transfer is complete.

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

To find your electricity supply number, take a look at your bill and look for the 'supply number'. It will appear with a large 'S' and a grid of numbers:

s number on bill

Alternatively please call us on 0333 202 44 26 and we'll be happy to help.

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 when your services are being installed.

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

To find your gas meter point reference number (MPR), take a look at your bill and look for the ‘meter point reference number’. It looks like the example below:

gas mpr on bill

Alternatively please call us on 0333 202 44 26 and we’ll be happy to help.

If you've just had a new supply fitted or are in the process of doing so:

Your MPR is provided to you when you arrange for your pipework to be installed. This will be provided by an Independent gas transporter or National Grid.



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

When you give us your start meter readings, we’ll send these to your old supplier so they can close your account.

It can take up to 30 days for everything to be fully processed. If your switch date was more than 30 days ago, you should call your old supplier and ask them about your final bill.