E.ON UK Reviews 65,614

**I am writing this review following a complaint that has been resolved with the assistance of the Energy Ombudsman - It is not your typical scenario, I'm providing this review to provide visibility of Eon's resolution management**

When I closed on a purchase of my new home, I discovered a meter had been installed illegally and reported it to Eon. Initial interactions with the team were slow at first, as stuff were unable to understand that the meter in the property did not match their system. But this would not be the biggest issue I'd face.

What I have found to be particularly troubling about Eon, is how information between teams/staff is not managed well, details are not shared between staff, and this impacts customers.

Early in the process my case was being managed by a very polite staff member, who was learning how to resolve my particular issue for the first time. I was happy just to have the issue addressed, but what I didn't know at the time was that the staff member was not being transparent with me. I was told an engineer would be visiting the property to inspect the meter and check for safety of installation. When visiting, the staff member called themselves a service engineer, so I was under full understanding that this was the case. But this was not true, thanks to the ombudsman report, I learned that the staff member who attended the site was actually an enforcement officer who was simply there to verify if a warrant based enforcement process was necessary.

I had remained in contact with Eon throughout, initiating calls on a daily basis, the problem with the escalation to a warrant based enforcement process is that it cut communications between myself and existing members of staff, and I had to work with a new team who were not familiar with the details. I was forced out of the case and had to start over. I learned about the escalation by receiving a hand signed note through my letterbox two days later, informing me that Eon were applying for a magistrates warrant to gain entry to my property to replace the meter.

This is an example of the type of breakdown communication I faced, and the impacts it had on me as a customer. I called Eon immediately, I managed to get the warrant request lifted - but I did not manage to get the field services engineer to return despite it being within the hour. I still find it shocking that, despite it being a significant safety issue that a magistrates warrant was required, I did not get to see a field services agent until 25 days later. And that a field services agent wasn't able to resolve the issue on their first visit, that it took over 30 days for a compliant meter to be installed. I felt like I was driving the urgency of the matter, but Eon used the 'urgency' as a means to justify impactful behaviour.

my experience as a customer was not considered, for example, I did not appreciate the threat of a magistrates warrant when I remained forthcoming to resole the issue. This caused me deep distress, I communicated this to Eon and they apologised. However they would go on to threaten me a second time after I missed a single phone call (despite having been accepted all other calls and remaining active on email). There was not a seconds hesitation to threaten me with this process for a second time, despite all the efforts I made to avoid this. Even though I was told the warrant was not against me by name, I still didn't want my newly installed locks/front door to be broken into unnecessarily.

Eon continually had gaps in details, my meter was inside the property at 13ft high, above a door. Despite having told staff this, two visits occurred where staff did not bring the appropriate size ladder, which pushed the resolution of the meter back. When they did bring the correct ladder, they didn't use protective clothes and scuffed my newly painted walls.

Customer experience, communication and information are not the only pain points, unexpected and ambiguous costs are also significant. During this whole period, I went to extreme lengths not to use electricity for safety purposes, living at a nearby relatives home. Despite communicating this to EON, they issued me 'unmetered charges' of approx £68 for a month without clear explanation, they charged me a £30 'start-up credit line' when I asked to be moved from prepayment account to a credit account (which doesn't make sense as these are for when you move to a prepayment account, not out of one). I was then threatened with debt collective action for these fees if I chose to report them to the ombudsman. Beyond shocking.

My experience with Eon has been extensive, I don't have the character limit to include all the red flags here, but I will say that be very careful selecting them as your electricity provider. Staff are friendly, but the processes are disproportionate.

Awful service. I have you 2 weeks notice to us moving house and yet 8 weeks on having moved since we still don’t have the EV tariff we raised beforehand. We’ve accrued a substantial bill and every time we speak to EON they give us a different reason as to why there’s been no movement. First of all we had to wait 20 working days for the system to retrieve data. Then they told us they couldn’t even reach it (AFTER THE 20 DAYS). Then they asked us to book an appointment to get it looked at, then they ran into technical difficulties booking the appointment and told us to wait 10 more days. We filed a formal complaint weeks ago and have not heard back about any compensation or understanding. Useless.

Joined two months ago on a smart tariff. I’ve paid made 3 payments totalling almost £270 and I can’t get a bill for my usage. I’ve spoken to the customer service team twice and they say it can be sorted and then nothing happens.
I just want to know how much electricity I am using day and night and to pay for what I am using

ENOUGH IS ENOUGH!

After 16 years with E.ON Next, I have finally decided it is time to move on to another energy provider.

About a month ago, I contacted E.ON Next to check whether I had been placed on the fixed tariff I was promised when they installed a smart meter in my home. To be clear, that fixed tariff was the only reason I agreed to have the smart meter installed in the first place.

Since then, I have repeatedly checked whether that fixed tariff had actually been applied and upheld until the end of April this year. E.ON Next said they would try to find the phone call where this was discussed, but... how convenient, they were unable to locate it.

Their solution? They agreed to look back 15 months, find the cheapest fixed tariff available during that period, and put me on it.

Sounds fair? Not quite.

They only applied it for one month, because apparently before 3 June I had to choose a brand-new tariff anyway. So, for E.ON Next’s mistake, and after all the inconvenience caused, I received the grand reward of one single month on a cheaper tariff before being pushed straight back onto a new full tariff.

Naturally, they refused to keep me on the same tariff. Because why properly fix a mistake when you can technically do the absolute minimum?

So now I will choose the more expensive tariff, pay off my arrears, and then leave E.ON Next after 16 years as a customer.

Sixteen years of loyalty, and this is how it ends: with a smart meter I only accepted because of a fixed tariff that somehow disappeared, a missing phone call, and a “solution” that lasted one month.

Congratulations, E.ON Next. You finally gave me the energy to leave.

Absolutely amazing service, sorted my complaint out with such passion and really wanted to get it solved for me. Ash is such a polite and lovely member of staff and I really appreciate all the help and service on the phone.

AVOID THIS COMPANY.

In 2022 they accused me of physically assaulting their team member at my door.
Problem was, I didn’t even open the door.
They knocked, then threatened to break in my for I didn't open it. I told them to do one and they did. 4 days later I received a letter stating the false accusation. It took months to get it sorted and for eon to admit NO assault took place. Since then they’ve labelled me a dangerous customer to all agents. I asked for the footage and they denied me access to it without a reason and then in 2024 they say they deleted it by mistake!! (Yea sure) they claim I wasn’t impacted either which is weird considering what they accused me of and they would be my evidence to show they lied and broke the rules regarding peaceful entry.

This is the tip by the way!
Default marker placed without a late payment marker first. I only just found out that they have done this 3 times and didn’t tell me.

How suspicious is it that they deleted the footage? Didn’t want to give me access to my own data then deleted it. 😡😡😡😡😡😡😡😡😡😡😡😡

Do not buy one of this company’s EV chargers
Absolutely awfully sub standard piece of kit! Constantly fails and now even the app does not work to support it! That’s been unavailable for 6+weeks! If they can’t get an app to work what chance their hardware!
This is bad but the customer non service is even worse
No help just platitudes
Disgrace … if I could afford to rip it out and replace it I would!

Getting through on the phone is difficult. Claire the virtual assistant couldn’t even get my address and the advisor had technical issues and said they would call me back and didn’t. Call centre is not uk based either.

company is an waste of time and say that give grants but infact give nothing. Just sell your house and get a council place as you get a new roof, windows and doors for free!

I cannot overstate how god awful Eon have been as energy providers. We first noticed something was wrong with our bill around December after our flats had a flood next to the energy meter cupboard in September. We called and got through to a reasonable person who said our consumption looked like that of a small mansion and booked us someone to come check the meter. Unfortunately they didn’t come until March/April, by which time someone else in our building reported similar issues so we had suspicions that it was the communal heating system rather than the meter so wanted to cancel the appointment so we wouldn’t get charged for a test we no longer needed. We got through to this woman called Lauren when we tried to book the test who was the most disrespectful horrid person I have ever come across in customer service. She started out by lying to us on the phone a saying that we should get the meter tested anyway because we would receive a copy of the report and it might help us reclaim some of the bill. We were unsure about this but her reassurance made us go ahead with it. Then after two months of back and forth, with her insinuating that we were just trying to lower our bill when we knew something had caused this high bill instead of our actual consumption - she finally stated in plain terms in April that we would not receive a copy of the report as it was in their side of our account (a report that we had payed £100 pounds for on her assurance that we would receive this bloody report). I then refused to call her over the phone again and wanted everything in writing as she had lied to us continually. Instead I was harassed with multiple calls while she evaded giving me straight answers over email and threatened action against us despite them telling us not to change our monthly payment as the massive charge was likely incorrect. She finally agreed to take the £100 charge off for the test as we were promised a service that we did not receive but have been left with a surplus bill of £600 that we could’ve reduced if we went back to our landlord and the building management in the first place instead of waiting for the results of this test which cost us over £100 a month. Never mind the continuous stress of having no straight answers on top of an ever increasing bill that we had no control over. Will be switching back to octopus and telling everyone I can to stay away from Eon and their horrid customer service.

At last got an engineer that new what he was doing , Mark was brilliant highly recommended, third time lucky
Thank you

E.on cancelled my contract with EDF and replaced it with their own for a previous resident. I had no say or knowledge of this.
Now they are threatening legal action and bailiffs despite the fact they illegally cancelled my own contract and set it up in another name. Despicable and illegal and I can't speak to anyone about it unless it's via the base level chat bots.
Avoid these illegal scammers at all costs.

Unlawfully assigned responsibility of a neighbours meter to me. Tried to resolve for a year and had to complain to ombudsman to resolve. Damaged my credit score and impacted my ability to buy my first home. Repeatedly sent me debt bills for a meter that didn’t belong to me and refused to take my name off it and kept on telling me I needed to pay the balance while they ‘investigated’ but no investigation was done

The customer service has been exceptional (special mention to Clare). When I moved supplier, my old supplier (Octopus Energy) didn’t send EON my final electricity meter reading. When I queried this, EON sorted out the issue within days. Octopus customer service, by contrast, was useless (despite what their adverts claim). 5 weeks after switching supplier, Octopus Energy are still holding on to the £400 account surplus.

Bought a vestel EV charger last year from E.On and the home app would connect to the device and was able to schedule the charging times. However, the new app does not support connections to vestel EVC04 devices and support is telling me to use another app that connects via Bluetooth when Eon disables this. Clearly, something is wrong here and support is completely lost. This is very disapointing, having to stay awake till midnight to initiate charging manually. Is this a strategy for customers not to use cheap charging hours?

Disreputable and dishonest. Whilst they set the original tariff, (most likely to entrap) they have attempted to raise almost quarterly and raise far above what the normal monthly charges occurred are. Their substandard 'help desk' does nothing but regurgitate hollow platitudes with a threatening and menacing overtone. Much better to pay slightly higher tariffs with reputable and more established companies. Having left over 6 weeks ago, they sent a final bill which was paid, only to send another final bill today. CROOKS through and through

Had a smart metre installed and the in house display amounts increased. Smart metre failed to send readings to eon which the initial engineer said would likely happen due to poor signal. Repeated phone calls made to eon to request the engineer comes back out to reconnect and explaining that the in house display had increased significantly which was a concern given it was the middle of winter and the uncertainty of usage and bill cost. Many many phone calls made and fobbed off each time with various excuses that they were working on a wide scale issue . Manual readings needed to be sent to to eon by myself in order to get a bill for gas. Fixed contract about to come to and end and lo and behold they contact me 6 months later to make an appointment for an engineer to come out to fix the connection on the metre . Not good enough.

Terrible Communications. Wrong billing from months before i moved in. Been 3 weeks and the issue still is not fixed. Do not recomend. Use any other provider trust me. Quick to email you if you owe money however when they make a mistake you will wait days.

Great visit from
Ian on 21 May. He made sure it all worked out he knew how tricky our village was for signal and persevered. Brilliant to have that local knowledge

I advise against utilizing the smart next tariff, as it has proven ineffective, yet remains available for purchase. i would recommend transitioning to Octopus, as their services operate without issue. I incurred a £250 expense with the car company to facilitate communication with Eon, resulting in a significant financial loss. Consequently, I am pursuing legal action through the small claims court.