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EON Smart Meter: FAQs, Help & Support

Over one million homes across the UK have an EON smart meter installed. Discover the benefits of having a smart meter and find out how to get one for your home today.


What are the advantages of an EON smart meter?

Our complete UK Smart Meters Guide has all the details on what a smart meter is and its benefits. EON highlights on its website that its smart meter will help you to:

  • Cut costs - by empowering you to monitor your usage and consumption in pounds and pence.
  • Save time - by avoiding the hassle of submitting meter readings by phone or online.
  • Set a budget - on how much you want to spend on energy during the week.

For a quick reminder of what a smart meter is and how it works, see the short clip below:

 

EON Guide


Can I get an EON smart meter?

You can get an EON smart meter installed for free at your home if the following apply to you:

  1. You're an EON customer
  2. You pay either by direct debit, on receipt of your bill, or as part of EON's Smart Pay As You Go tariff.

If you're already an EON customer, switching from a standard meter to an EON smart meter is easy. You can book an EON smart meter installation on the EON website, via your online account or by calling EON customer service. Expect to wait a few weeks (at least) for an available appointment date.

Looking for a Smart Meter?Our energy experts can set you up with a smart meter tariff hassle-free. All you have to do is enjoy the savings. Call 020 3966 4692 or get a free callback now.


What smart meter does EON use?

electricity meter

EON has installed the following types of smart meters:

  • EDMI ES-10A , ES-10B and ES-12B SMETS2 smart meters
  • L+G E470-672 SMETS2 smart meters
  • Secure Liberty 100 SMETS1 smart meters
  • Elster AS300P SMETS1 smart meters

EON smart meters suit the customers’ preferred payment method and can seamlessly switch from one to the other without needing to swap out the physical meter unit. Let's take a closer look at the types of EON smart meters here:

Does EON install SMETS2 meters?

You've clicked on EON's smart meter booking tool, and you've made your appointment. But you're left wondering what type of smart meter they'll install in your home... SMETS1 or SMETS2?

The main difference is that a SMETS2 smart meter will never revert to “dumb" mode (where it stops communicating with your energy company) no matter how many times you switch supplier.

When this question was posed in a consumer-review website, here's what an EON representative had to say:

We'll always attempt to install a new generation SMETS2 smart meter first for you. If we can't we'll install a SMETS1 smart meter, even though it's past the SMETS1 end date. (...) Before the end of this year, we'll be upgrading all SMETS1 meters remotely, so you'll be able to continue to use your existing SMETS1 meter if you change supplier. (EON representative)

This is a strong point that falls in EON's favour, if we consider that most of its competitors have been rolling out SMETS1 meters, knowing full well that they might lose their smart functionality if the customer switches to another competitor.

Note that the Government's 2020 deadline for a smart meter to be installed in every UK home has been pushed back to 2025. See our news article for more details.

EON smart meter for direct debit customers

Who are they for? They would be for customers who previously had a standard credit meter for gas and another for electricity. These are customers who pay for their energy by setting up a direct debit with EON.

Can I get one? Find out if you can get one by heading to EON's smart meter booking tool. Even if you don’t already have an EON online account set up, you can still enter your details to find out if you’re eligible to get one.

What are the criteria for getting one? When you book your smart meter appointment using the booking tool above, EON will run a personal eligibility check before confirming whether it can install one at your home. Some of the restrictions that may preclude you from getting one are:

  1. Unsafe access to your meters
  2. Lack of signal reaching your home
  3. Other temporary metering restrictions

Smart PAYG meters for prepay customers

Who are they for? They're for customers who have a prepayment (or PAYG) meter and who top up with credit before consuming energy.

What's the benefit over a standard PAYG meter? EON's Smart PAYG meter gives you more options than you had with your previous prepayment meter, namely:

  • Ability to see what you're spending on energy in pounds and pence.
  • Freedom to top up without leaving home, either on your smartphone with the Eon Smart Meter App or online.
  • Option to transfer credit between your gas and electricity meter.

How do I do all this on the Eon Smart Meter App

  • Top up - Type the amount you want to top up and confirm your bank card details.
  • Check your balance - Log into your EON account and hit the "Balance" tab to see whether you're in credit or debit, and by how much.
  • Transfer money between meters - Press the transfer button, choose which PAYG meter you want to transfer money from, and the sum of money you want to move.

How do I get one? To get an EON Smart PAYG meter, head over to their online booking tool (link above), enter your details and book an appointment at a date and time that's suitable for you.


How do I read my EON smart meter?

Need helping reading your EON smart meter? Find the type of smart meter that you have below to learn how to read it. If you're not sure which model of smart meter you have, you can find it on the front of the meter.

EDMI ES-10A, ES-10B or ES-12B SMETS2 Electricity Meter

  1. Press the OK button until the ‘Main Menu’ appears.
  2. Press the right arrow key twice until you see 'Info'.
  3. Hold the OK button until the word 'Join' appears.
  4. Press the right arrow key 10 times until you reach ‘WattH’.
  5. Hold the OK button until the screen displays 'IMPRT'.
  6. The EON smart meter reading will show under 'IMPRT'.

L+G E470-672 SMETS2 Electricity Meter

  1. The main screen on this type of EON smart meter already shows the EON smart meter reading.

Secure Liberty 100 SMETS1 Electricity

  1. Pess 9 on the keypad.
  2. ‘IMP KWH’ will appear on the screen.
  3. After a few seconds, the screen will then display the EON smart meter reading.

Elster AS300P SMETS1 Electricity Meter

  1. Hold the middle button until the Main Menu appears. It will say 'General'
  2. Hold the middle button again until the screen says 'Time & Date'.
  3. Scroll down to ‘Total Registers’.
  4. Hold the middle button until the screen says ‘Cum. Imp.’
  5. The value underneath this is the EON smart meter reading.

How do I top up my EON smart meter?

Need help with the EON smart meter top up? You can do so via the following ways:

  • Via the EON App
  • Online
  • By phone
  • At the Post Office

We recommend setting alerts for when your energy credit is running low. If you do run out of credit, your supply will not be disconnected on a Sunday, Bank Holiday, or between the hours of 4 p.m. and 11 a.m. Monday through Saturday.

Prepayment meter problems?Call us to solve your top up issues quickly and without hassle. Call 020 3966 4692 or get a free callback now.

How do I put emergency credit on my EON smart meter?

If the balance on your EON smart meter falls below two pounds, you can activate £15 emergency credit per fuel (£15 for gas and £15 for electricity).

Do the following to activate your emergency credit:

  • If you meter says "EC OFFERED", press button A.
  • If not, press 7 and then press the A button.

How do I enter the vend code on my EON smart meter?

If you've made a payment but it hasn't reached the meter, there is a way to top it up manually. To do so, you will need to enter the 20-digit vend code. Press the A button and enter the first digit. Then press B. Repeat this process until all 20 digits have been introduced. If you've made a mistake, you can press A to start again.


How do I budget with my EON Smart meter?

electricity bill and coins

Decide how much you want to spend on gas or electricity per day, week or month. Simply set your budget on your EON smart meter display. If you spend more than your set budget, you'll see a warning indicator on the screen. Here's how to set your budget on EON's smart meter:

  1. Choose your budget, for example, £25 per month on electricity. On your EON smart meter display menu, find "Set Budget".
  2. Select the calendar button and choose what period you want to budget over. Then press the settings button.
  3. Press and hold the pound button for ten seconds, and the budget screen will appear for your chosen period.
  4. Using the arrows, select the budget you want to aim for. Set your values using the buttons on the touch screen. Then press the settings button.
  5. If you exceed your budget, you'll hear a beeping sound from the EON smart meter display. To turn off this sound, press the settings button twice, followed by the right arrow key.

Could a smart meter help you save money on your gas and electricity bills?Call one of our advisers to find out how much you could save. Call 020 3966 4692 or get a free callback now.


What's unique about the EON smart meter?

EON offers a free online energy toolkit called EON See. It helps you reduce your energy consumption by:

  • Seeing how much energy you're consuming and how much money you're spending in near-real-time. You'll be shown your usage over days, weeks and months, displayed in pounds and pence, kilowatts and graphs.
  • Warnings via a traffic light system that shows if your consumption is higher, lower or in line with frequent use.
  • Regular alerts to remind you to keep track of how much gas and electricity you're using.

EON is currently aware that some of its customers' Smart In-Home Displays are erroneously showing usage of £99,999. EON states on its website that this incorrect figure appearing on the display will not affect your bills and that it endeavours to get this problem solved promptly.


EON smart meter problems: Troubleshooting & FAQs

EON often receives similar questions regarding its smart meters. Let's have a look at some common EON smart meter problems. If your issue is not covered below, contact EON. Click the button below to find the correct number:

EON Contact

Why is my EON smart meter not working?

If your EON smart meter (not the In-Home Discplay)is not working, you should contact EON. An engineer may need to visit your property to fix the meter.

If you're EON In-Home Display (IHD) is not working, first try plugging it into a different outlet to confirm that it's the IHD with the issue. We also recommend checking that the power supply is switched on at the wall.

If this doesn't work, try pressing the power button on the IHD. This will either be a button on the back of the device or a button that says 'OK'. You should then see an icon located in the top of the screen. This means the device is charging. If you do not see this icon, you should contact EON to find out what to do next.

Why is my EON smart meter flashing red?

If you see a flashing red light on your EON smart meter, there is no need to worry. This flashing light means that energy is being consumed. If you're using a lot of energy, the light may even flash faster.

Why is my bill estimated when I have a smart meter?

A key benefit of having a smart meter is being billed for actual consumption, so if you have one, you shouldn't be receiving estimated bills. Some EON customers with smart meters have complained about receiving estimated bills, as reflected in Trustpilot. Below is a response to one such gripe given by an EON representative:

Sometimes we might lose connection with your smart meter. This could be because there is a physical obstruction in the way, or even because of changes in the weather (...) if your smart bill continues to be estimated then please contact us.(EON representative)

So it turns out that if the weather takes a turn, EON may bill you incorrectly!

Another supplier installed by smart meter. Why is it no longer smart?

Ideally, if you get a smart meter from an energy company, you'd expect it to stay smart even if you switch supplier. If it cannot connect to the new supplier it will revert to “dumb” mode which means it won't transmit actual readings automatically, and you'll receive estimated bills unless you continue to report your energy usage figures by phone or online.

EON customers reported this inconvenience on consumer-review websites. Here's what an EON representative wrote back in response:

We are unfortunately not able to operate meters installed by other suppliers as smart. We are working with the industry and Government on a solution to this and hope to have something in place soon. We should then be able to update your smart meter, but you will need to provide us with meter readings in the short term. (EON representative)

What EON means by a "solution", is an upgraded SMETS1 system that enables customers to retain smart functionality if another supplier installed their smart meter before they switched to EON. However, this upgraded SMETS1 system is yet to be implemented.

EON smart meter app

If you have an EON smart meter, we recommend downloading the supplier’s app. With the EON app, you'll be able to do the following if you have a smart meter:

  • Monitor how much energy you're consuming in near real-time.
  • Compare your energy usage to the previous year.
  • Top up your smart PAYG meter.
  • Make payments whenever, wherever.

The EON app is free to download from both the App Store and Google Play.

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