Live chat terms and conditions

We will be continuing to improve our Live Chat service (“Service”). We will be introducing more subject areas to extend the Service. There will be some subjects where we will not be able to help you using the Service and you will need to contact us via another method. The terms and conditions for the Service are set out below.

  • The Service is used at your own risk and we do not accept any liability for any loss, damage or otherwise.
  • You may be asked for certain information to validate your identity prior to accessing your account information.
  • You will not be asked for passwords for online accounts.
  • During the service, you will only be asked for your card details or bank details to be given to us by completing a ‘secure form’. The secure form ensures your details are encrypted for security when they are sent to us, and your card or bank details are removed from the information on the transcript, once the chat has finished.
  • To support customers navigating our website, we may at our absolute discretion offer a screen sharing service which requires us to ask for your permission to see your screen. We will only be able to see the E.ON website on your screen, and no other pages or other applications on your device.
  • The Service only covers subject areas relating to residential customers.
  • You accept by providing your name and by participating or commencing the chat session you are agreeing to these terms and conditions.
  • You acknowledge and agree to us retaining scripts of chat sessions for approximately 13 months for training and quality purposes and in the event of any queries or complaints in relation to the Service.
  • You can select the option to have a copy of transcript of the chat emailed to you for your own use.
  • The availability of the Service is not guaranteed and we reserve the right in our absolute discretion to suspend or remove the Service without any prior written or verbal notice.
  • If we find or suspect misuse of the Service we reserve the right in our absolute discretion to suspend or remove access to the Service.

In the future months we intend to increase the subjects that our advisors can provide using the Service. If you need help with the following, please visit our online help pages or fill in our contact form:

  • Meter appointments or faulty meters
  • Switching to a new supplier.