[margaret60]

eon next has not put the credit on our meter, we put the money on yesterday evening and eonnext have not credited it to our meter so we are - 3p into emergency credit. We have tried all eonnext telephone numbers and we hung on for 55 minutes and no reply. i have messaged eonnext on facebook and all they said is they would pass our account details to a digital specialist. Still have not heard anything from them.

[PeterT_EONNext]

Hi everyone! @margaret60 @matt2112 @retrotecchie

I'm sorry if your payments haven't reached your meters yet. There has been some maintenance over the weekend, and as @matt2112 has rightly stated (spot on!) this will cause a brief 'queue' of top ups waiting to be pushed to meters.

All Smart Pay As You Go Meters enter a non-disconnection period at 4pm on a Friday and exit this at 10am on a Monday, so your supply won't disconnect to allow for infrastructure maintenance to take place.

As long as you've received your 'Thank you for your payment' email/text, your payment should reach your meter before 10am tomorrow morning, if there was any trouble, you'd then receive your 20 digit UTRN code to manually apply this 😊

[retrotecchie]

@margaret60

How did you put credit on your meter? At a Payzone or PayPoint outlet, or via the app or website?

[margaret60]

@retrotecchie i put it on by paying online on their website.

[matt2112]

Hi @margaret60, just to say that I've also encountered the same thing. Topped up last night via the app and received confirmation this morning that payment went through, but still waiting for it to actually get to my meter. It's usually much quicker than this.

Purely speculation, but I can imagine with the colder weather lots more people than usual are topping up at once, which might create a large "message queue" in their IT system. So hopefully it's just processing through that and we'll both see it on our meter soon.

[retrotecchie]

@margaret60

Ok. In which case it should go through in minutes if not almost instantly. The website is experiencing all sorts of glitches and delays all over the place right now, which is obviously not your fault, but isn't helping you any right now. I'll flag @Anasa_EONNext and @PeterT_EONNext who should be about today and see if they can look into this for you.

[retrotecchie]

Originally Posted by matt2112

Hi @margaret60, just to say that I've also encountered the same thing. Topped up last night via the app and received confirmation this morning that payment went through, but still waiting for it to actually get to my meter. It's usually much quicker than this.

Purely speculation, but I can imagine with the colder weather lots more people than usual are topping up at once, which might create a large "message queue" in their IT system. So hopefully it's just processing through that and we'll both see it on our meter soon.

Fingers crossed that is indeed the case, folks. I'll keep prodding as best I can for you.

[margaret60]

@retrotecchie okay thankyou.

[retrotecchie]

@PeterT_EONNext

Nice one. The non disconnection period is also referred to as 'Friendly Hours', is it not?

The system is also taking a bit of a hammering this weekend due to folks needing to top up a little more often because of higher energy use during this colder snap. Coupled with a bit of back end tweaking and maintenance that explains the rather unusual 'backing up' of some transactions.

On a positive note, hopefully folks didn't need to spend so much on energy in October for their heating as it was unseasonably mild. Fingers crossed, things will balance out a little over the two months.

Cheers Peter 👍

[PeterT_EONNext]

@retrotecchie That’s right yeah! Friendly hours/non-disconnection.

It would seem there has been more topping up then usual over the weekend, it’s not surprising as the temperature has dropped dramatically this week! 🥶