[Annabella]

@HertsH same problem only with my power as i don't have gas where I am. ever since we were forced over to the E-on next system it's been one nasty nightmare.

[theunknowntech]

For now, I'd strongly recommend topping up "offline" at a PayPoint or Payzone shop. Not only does this bypass the broken online payment system, but you'll also get a paper receipt immediately with the UTRN on it in case the top-up doesn't go through.

After you've topped up, the credit should transfer within 60 minutes. If it doesn't do it by then, punch in the UTRN to force it through.

[Pauldon56]

@KelseyLeaI
Got an email from Eonnext stating the same thing about the problem over the weekend

[Emma0108]

Originally Posted by theunknowntech

For now, I'd strongly recommend topping up "offline" at a PayPoint or Payzone shop. Not only does this bypass the broken online payment system, but you'll also get a paper receipt immediately with the UTRN on it in case the top-up doesn't go through.

After you've topped up, the credit should transfer within 60 minutes. If it doesn't do it by then, punch in the UTRN to force it through.

Can you do this with smart meters? How does it work, I've only ever topped up online and unsure how to top up via papoint etc as have no key/card? I'm nearly out of credit and just keep getting told by Eon Next to wait as my top ups will eventually reach my meters, I topped up on the 15th.

[theunknowntech]

@Emma0108 You can indeed. I strongly recommend you activate emergency credit now if you haven't already (it won't get used if you top-up before your regular credit runs out) and then head to the shop - any shop displaying the PayPoint or Payzone signs will do the trick. You'll need the barcode that should be in both the app and online account. Show that to the shop assistant and they'll sort you out with a top-up.

This method is a LOT more reliable than using the app or doing it online. It works with any prepayment meter, smart or otherwise.

[theunknowntech]

If any of you have ANY trouble at all with entering the UTRN, tag me in this thread with photos of your meters and IHD. I'll come running back here as soon as I can.

If you get caught in the pre-moderation filter, shoot me a PM and I'll help you out.

[Emma0108]

Originally Posted by theunknowntech

@Emma0108 You can indeed. I strongly recommend you activate emergency credit now if you haven't already (it won't get used if you top-up before your regular credit runs out) and then head to the shop - any shop displaying the PayPoint or Payzone signs will do the trick. You'll need the barcode that should be in both the app and online account. Show that to the shop assistant and they'll sort you out with a top-up.

This method is a LOT more reliable than using the app or doing it online. It works with any prepayment meter, smart or otherwise.

I tried this yesterday, got the barcodes off the app and went to a Paypoint, a Payzone and the post office. Each time it failed. I'm not sure why but not one of them worked so no top up still.

[theunknowntech]

Ok... That... Wasn't meant to happen... You'll want to check with customer service that your barcodes are correct. I'll flag this with @PeterT_EONNext in case he can help with that.

[Anasa_EONNext]

@KelseyLea Anasa here! 👋 Welcome to the Community and thank you for your update.

I've also put up a couple of updates about this as we're still working on a fix for this https://community.eonnext.com/thread...ull=1#post9149