Eon Energy tariffs & customer service reviews
German-owned Eon entered the UK energy market almost twenty years ago with the acquisition of Powergen - a familiar name to this day. It has established itself as one of the country’s major providers, with over four million customers, but is it worth switching to?
Eon Customer Service reviews
As a member of the Big Six, you would be forgiven for having the preconception that Eon is giving its millions of customers a poor quality of service and overcharging them for the privilege. This has been the case for years, with large companies profiting from the misconception that they offered a more “stable, reliable service” than smaller ones simply by virtue of being big.
A look at Eon customer service reviews on the consumer review site Trustpilot, however, paints a reasonably sunny picture of the service its customers are getting. Of over eleven thousand reviewers, well over half record having had a positive experience with Eon, with almost 60% giving the provider four stars or more. Its overall rating is 3.8 stars out of 5, which is a respectable one on a site that tends to draw those looking to grumble rather than praise.
Positive Eon customer service reviews tend to focus on the ease of switching or renewing and the efficiency of booking an engineer. Here is what one reviewer had to say about their visit from an engineer:
The installer phoned to confirm arrival, arrived on time, was super efficient, only took just under an hour, the power was off for a minimum period, he was clear and very polite. Altogether a totally painless experience!
These are promising signs, and important things to consider when you’re choosing your provider. Accidents or boiler issues can occur whoever you’re with and it’s reassuring to hear that customers generally have a good experience when calling out an engineer.
It’s important to acknowledge, however, that Eon customer service reviews are far from perfect. Well over half report good experiences, true, but more than a third of customers have a different story to tell. Of the 37% of reviewers who gave Eon just one or two-star scores, it’s hard to pin down just one or two complaints common to all.
A few reviewers have been making complaints about smart meters - either because they felt forced to have one installed against their will or because of problems resulting from their installation. Here is one example of an unhappy review:
Their tactics to get smart meters fitted border on disgraceful. Throughout the term of my tariff, I have received repeated calls, emails and letters to get one fitted 'as you agreed to as part of your current tariff'.
Other negative reviews cite poor service over the phone or problems with billing (whether related to smart meters or not). Generally, reviews are positive, but there’s no ignoring that 37% is a significant minority even if it is a minority. Eon will have to work through a few issues seen in its reviews before it gets the full thumbs up from us.
Eon tariffs can be either fixed or variable depending on which you sign up for. Exactly how much you pay will depend on where you live, how much you use and what your habits are, but we’re going to give you an idea of what to expect from Eon tariffs in this section.
Eon does offer some green energy tariffs, which are now widely available on the UK market, though the majority of their tariffs are far from it. This puts them more or less in line with the rest of the Big Six on environmental issues, many of which at least offer deals which offset the carbon impact of the energy you use, but also operate knowing that most of us can’t afford to be this conscientious and will go for a cheap and dirty deal out of necessity.
To its credit, however, Eon does offer special deals for those who drive electric hybrid vehicles, so they are doing something to encourage cleaner habits. We’re going to take you through these deals first:
Fix and Drive V9 tariff
Here’s everything you need to know about Eon’s Fix and Drive V9 tariff broken down:
- It comes with 100% renewable electricity* as standard.
- It protects you from price increases for 24 months (subject to VAT and regulatory changes).
- You’ll get a reward of 850 miles every year, equivalent to £30 (credited to your account six months into each year of your deal).
- You must own or lease a plug-in electric or hybrid vehicle that’s registered with the DVLA.
- An exit fee of £30 per fuel applies with this tariff.
- It’s only available as a dual fuel tariff and you must pay by fixed monthly direct debit.
- With a complex meter, you’ll be able to get this tariff only if you choose a single-rate quote.
- By choosing this tariff you agree to a smart meter installation (where eligible).
*100% of your electricity matched with Renewable Energy Guarantees of Origin (REGOs) and 100% of your gas with Certified Emission Reduction Certificates (CERs).
We’re keen on any deal that incentivises opting for an electric or hybrid car, so we’re fans of the idea here. The fuel incentive for the vehicle is relatively small here but it’s something, and the fact that 100% of the gas and electricity you use in your home is offset makes it about as clean as a deal with a Big Six provider gets.
Is a carbon offset deal really 100% renewable?Find out about what providers mean when they say “100% renewable energy” and whether some green tariffs are doing it better than others in our interesting blog article.
More Eon tariffs
Eon offers no fewer than six more fixed energy tariffs, all with their own features you’ll want to take into consideration when choosing your deal. Here’s what they’re called:
- Fix Online v40: an exclusive online tariff with fixed payments for 12 months, 25% off boiler cover, and a direct debit discount.
- Fix and Join Online v2: another exclusive online tariff, with prices that Eon boasts won’t be found on comparison sites and which aren’t available to existing customers.
- Fix 2 year V9: a 24-month fixed price deal with no exit fees for leaving.
- Fix Again 1 Year v3: an exclusive tariff for existing eligible customers.
- Fix and Renew v6: another exclusive tariff, fixed for 12 months, for eligible existing customers.
- Fix 18 Month Exclusive: exclusive tariff fixed for 18 months for eligible existing customers.
Many of these tariffs offer 100% renewable energy through carbon offsetting in the same way that the Fix and Drive tariff does. You can find out which ones do, as well as detailed pricing information (such as standing charges as unit rates) on the Eon website’s tariff section. You will also find information about Eon’s prepayment, pay as you go, and variable tariffs.
Eon’s fuel mix
Like all suppliers, Eon must disclose details of its fuel mix under law. The fuel mix you see below is an average of all the fuel used across its corporate and domestic ventures in the UK. As you can see from the table, the figures don’t make for great reading for the environmentally-conscious among us:
|Eon UK average||7.3%||49.5%||14.9%||25.2%||3.1%|
Despite claiming to offer 100% renewable deals by engaging in carbon offset programmes, Eon is more reliant on fossil fuels than the national average. Given that most of us aren’t happy with the extent of our own reliance on fossil fuels, this is very discouraging. The table shows little faith or investment on Eon’s part in a renewable future, with significantly less energy sourced from renewable sources and significantly more from gas.
Eon seems to have a lot of work to do before it gets our approval for the way it sources its energy overall, even if it does supply a few 100% renewable deals, and we would say that for those looking to make a positive impact on the environment as they choose their supplier they could definitely look elsewhere to find a more conscientious supplier.
Home or business customers can use their Eon login to manage their account online or via the Eon mobile app. The app gives Eon customers control over their energy usage, allowing them to use their smartphones to do the following:
- See and pay their bills
- Manage their direct debit.
- Download a copy of their bill.
- Submit gas and electricity meter readings (with help from the in-app torch if needs be)
- See details of their smart meter appointment.
- See a timeline of their recent activity.
- Quickly find emergency Eon contact numbers.
- Manage more than one Eon account.
- Log in safely with Face ID or Touch ID.
The app is available to all Eon customers for free on their smartphone and can be downloaded in the App Store for iOS devices or on the Google Play Store for Android devices. You will need to set up your Eon login before you can access it, but this is easy enough if you have a recent bill to hand with a couple of details from it.
Having trouble with your Eon login?
If you’re having trouble accessing your account, perhaps because you’ve forgotten your password or the email address you signed up with, you can click the ‘Help me to log in’ button on the Eon login screen. This will take you through a recovery process for which all you’ll need is either your email address or your Eon account number.
It may be that you’re a new customer and you haven’t signed up for account yet. In this case, just click the ‘Create an account’ button instead, and you can start the registration process by providing your Eon account number and the postcode of the address attached to your account.
Eon Contact Number
Looking to get in touch with Eon? You can find every Eon Contact Number you’ll need to get your issue or query seen to in our handy table below. Make sure you consult the opening times to see if anyone will be there to see to your call before dialling!
|Department||Phone number||Opening hours|
|Customer inquiries & complaints||0345 052 0000||Monday to Friday, 8am to 8pm; Saturday 8am to 6pm|
|Smart Pay As You Go||0345 366 5996||Monday to Friday, 8am to 8pm; Saturday 8am to 6pm|
|Prepayment meters||0345 303 3040||Monday to Friday, 8am to 8pm; Saturday 8am to 6pm|
|Business inquiries||0345 055 0065||Monday to Friday, 9am to 5pm|
If you’re not sure which line you should call, your best bet is to call the Eon contact number for customer inquiries - it seems to be its most general line and will also serve for moving home, bill inquiries and sales inquiries.
If you’d rather avoid waiting to speak with someone over the phone, you can get in touch with an agent at your leisure by going to the website and using its online chat function, which pops up on the right-hand side of the screen. You can also get help through the app or get support via email at firstname.lastname@example.org ( if you have an attachment) or by filling out the online form on Eon’s website.
Looking for an Eon contact number for gas/electricity emergencies?For any gas or electricity emergency, you should call the National Grid’s gas and electrical emergency helpline on 0800 111 999. The line is open 24 hours a day, seven days a week.
Eon smart meter
Eon does offer its customers smart meters and is committed to rolling them out as per the government’s target to have one fitted in every UK home by 2020. It paused its rollout recently to make changes to the installation process but has now resumed the service so that customers can get their meter sent out with no-contact installation.
Want to know more about no-contact installation?Eon has put up a video on its website to explain how its engineers go about setting up your smart meter while keeping themselves and yourself safe.
Your Eon smart meter will come with free installation, which it says it does in order to make its customers more energy-efficient and to support a cleaner, greener Britain. Smarts meters help in this sense because they allow you to reduce waste (and overspending) by seeing exactly how much energy you’re using, what you’re using it on, and helping you to cut down where you can.
For more information on your Eon smart meter, see its website.
Eon Warm Home Discount
Eon does offer the Warm Home Discount both to those eligible under the Core Group and those who apply for the Broader Group. If you qualify for the Core Group, you should already have received communication from the government saying that the £140 will be deducted from your bill automatically.
If you haven’t received this communication but think you’re eligible under the scheme’s Broader Group, you can fill out an application for the Eon Warm Home Discount right now (at the time of writing) on Eon’s website to see if you’re eligible.
Members of the Broader Group will only receive the discount if they apply with their provider and the Eon Warm Home Discount is handed out on a first-come, first-served basis, so get your form sent to Eon quickly!