Prepayment

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

Our customer service expert

Laura talks you through how to get a card or key for your prepayment meter, and how and where to top it up.

 

Changing supplier

How can I discuss the balance on my statement?

If you've got your final statement and you're in credit, please contact us on Facebook, or for a quicker response, send us a tweet on Twitter @EONhelp. You can also contact us by email, or call us on 0345 303 3040. We're open 8am to 8pm Monday to Friday and 8am to 6pm Saturday.

How do I join E.ON?

So that we can switch you over to our prepayment tariff, we’ll need to start by asking you a few quick questions. You can join us online, or if you’d prefer to talk to someone about switching to us, call us on 0345 303 3040.

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.

If you need more help, you may have the option of transferring your balance over to us. We can usually do this if your debt is up to £500 for each fuel. If you’d like to do so, please contact your existing supplier.

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 property. 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.

If you need more help, you may have the option of transferring your balance over to us. We can usually do this if your debt is up to £500 for each fuel. If you’d like to do so, please contact your existing supplier.

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.

If you’d like to talk to us about cancelling something else, for example an appointment, please call us on 0345 303 3040.

What should I do if my existing supplier objects to my switch to E.ON?

If your existing supplier has objected to your switch to us, you’ll need to contact them immediately. If this is due to an outstanding balance, you may have the option of transferring your balance over to us. We can usually do this if your debt is up to £500 for each fuel. If you’re happy to do this, please contact your existing supplier.

It’ll help speed up the process if you have your supplier reference code. For us, it’s “EMEB”.

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.

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 an estimated meter reading.

Even though you’ve got a prepayment meter, it’s really important for you to submit meter readings. You can find out when you need to do this by logging into your online account or by checking your welcome pack.

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 readings stage of your switch even if you’ve submitted them. We’ll update your account shortly 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.

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

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

If 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 statement.

Can I leave E.ON if I have debt?

You may have the option of transferring your balance over to your new supplier. If you’d like to do so please call us on 0345 301 4905 after you’ve started the process with your new supplier. 

If your new supplier accepts, they’ll tell you when they’re about to start supplying your home.

When will I receive my new electricity key or gas card?

Your electricity key or gas card will be with you on or just before your start date. You can check when this should be by logging into your online account.

When do I use my new electricity key or gas card?

Please use your new electricity key or gas card from your start date onwards. You can check when this should be by logging into your online account.

I'm due to join E.ON and I've got credit on my meter. What should I do?

Try to use as much of your credit as you can as you get near your start date before you begin topping up with your new electricity key or gas card from us. You can check when this should be by logging into your online account.

What should I do if my electricity key or gas card isn't working?

Make sure there’s no dust or dirt on the metal contact or chip and then try again. If your electricity key or gas card is still not working, and you’re on or have passed your start date with us, please contact us on Facebook, or for a quicker response, send us a tweet on Twitter @EONhelp. You can also contact us by email, or call us on 0345 303 3040.

What should I do if I'm in the process of joining E.ON and I've got an error message on my meter?

If you're on or have passed your start date with us, and you've got an error message showing on your meter, take a look at our page on understanding meter displays.

 

Prepayment meters and statements

I'm moving house, how do I let you know?

If you've got a prepayment meter and you're moving, or if you've moved to into a home that has one of our prepayment meters, tell us your details using our prepayment meter moving home form.

I need a new payment card, what should I do?

If you’ve lost your payment card or key, or if you haven’t received the one we’ve sent, please phone us on 0345 303 3040, tweet @EONhelp or ask us on Facebook.

We're online 8am to 6pm, Monday to Friday and 8am to 4pm on Saturdays.

I think my meter is taking too much money. What can I do?

You might notice you need to put more money in your prepayment meter over the winter as you use lights, heating and appliances more often.

If you’d like to reduce the amount of money you put in your meter, we can give you some useful energy saving tips, or you can call our energy efficiency team direct on 0345 301 4875 (Monday to Friday 8am to 8pm, Saturdays 8am to 6pm).

If you owe money to your prepayment meter, you need to pay the weekly fixed amount, plus the charge for the energy you’ve used. Remember that if you don’t top up to your prepayment meter one week, your meter will take more next time.

If you’re still concerned your meter is taking too much money, we can check your meter settings. First, take the readings from your meter, then contact us.

Can I change my prepayment meter and have a credit meter instead?

If you would like your prepayment meter removed, you will need to:

•    pass a credit check 
•    set up a fixed Direct Debit
•    clear any outstanding balance

The meter exchange is free of charge – to discuss exchanging your meters, please contact us.

I have a prepayment meter, why do I have an outstanding debt or credit?

Prepayment accounts can show a debt or a credit for the following reasons:

  • If your meter readings have been estimated
  • If your payments haven’t been added to your account
  • If you’ve been sent a refund in error
  • If an incorrect amount was set to collect on your meter
  • If your meter hasn’t been set with the correct prices

If you think the debt or credit is incorrect, try gathering the following information first:

  • Your meter balance, the meter reading, and when you last topped up
  • Details of your payments on a recent statement
  • Your last top-up receipt – to help us find your correct payments

Once you have this information, please contact us.

Why do I still receive bills when I have a prepayment meter?

We still have to send you a statement at least once a year, to show you the charges for any energy used, and also details of any payments made to your account.

My credit isn’t transferring to my meter, what can I do?

If you’ve put money on your key or card, but this isn’t transferring onto your meter:

  • Check the key or card is inserted properly
  • Try wiping the device with a clean dry cloth, then reinsert the key or card.

 If it still doesn’t work, please contact us.

How and where can I top up my prepayment meter?

You can put money on your key or card at any service station or shop where you see the PayPoint or Payzone signs, or at all participating Post Offices.

You can find your nearest store to top up by using our prepayment store locator tool.

Once you've found your nearest top up point just follow these steps to add new credit to your prepayment meter.

    - Hand over your key or card to the shop assistant and ask for a top up to the value you want. You can only top up in full pounds.

    - Once you've paid they'll take your key or card, pop it in their machine and add your new credit. Please make sure you keep your receipt.

    - When you insert your key or card into your meter at home your credit will be transferred.

How does my meter collect debt and standing charge?

Yes, your electricity meter collects standing charges and debt on a daily basis, even if no electricity has been used. Please make sure that enough credit is put on the meter to cover these charges. If you don’t, your meter will go into debt, which will be collected the next time you put money on your meter.

My friend's card fits my meter, can I use it to top up my credit?

Please don’t use anyone else's key or card to buy energy. If you put money on another person's card or key, that payment goes to their account not yours, meaning your account will go into debt.

My payments aren’t showing on my statement, what should I do?

If your payments aren’t showing on your statement, please find the receipt from when you last topped up your prepayment meter and then contact us.

What happens if E.ON changes its prices?

We update your prepayment meter with new charges when you put money on your key or card. We’ll send a message to your meter to update your about the new prices. This usually happens straight away, but can take up to three top-ups to show on your meter.

If you have a question about these prices, please contact us.

Do you have a booklet you can send out to me?

We have a booklet that we have produced for our prepayment customers which can be viewed here

Prepayment booklet (PDF)

How do I read my prepayment meter?

For electricity meters:

Read your meter by pressing the blue button which will display various settings each time the button is pressed.  On a single rate meter the reading will be on display ‘H’. On an Economy 7 meter, the reading displays are ‘H’ for the day, and ‘J’ for the night.

For gas meters:

Older meters usually have the reading on the front of the meter. For newer meters, press button ‘A’ until 'meter index’ is displayed on the screen – the figures next to this will be the meter reading.


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

If you're already with us, take a look at your statement 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 statement 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.