[hels]

hi can anyone help please,ive tried everyway possible to talk to someone ,my electric does not work anymore took it to the shops to top up and it wont add credit,put it in meter and errror code d2 comes up i am not in emergancy credit but will be soon and my elctric goes down quick i need a code to be able to get a new key ,how can i do this when noone will answer my calls or messages.

[retrotecchie]

@hels

Error d2 means insufficient credit on key to bring you out of emergency credit. You need to put at least another tenner on the key, ideally. If the meter can read the key and the meter says error d2, then the key is working fine and the problem is usually with the shop.

[DebF_EONNext]

@hels did you manage to get sorted with this. It may mean that you need a new key, if you are still having issues please let us know and we will see what we can do to help 😊

[SmithAccount]

@DebF_EONNext Help I have the same issue. I have been to four shops and none of them can load my key with credit. My meter beeps and flashes code "D2 error". I tried to order a new key twice this week but none have arrived from you at Eon. I phoned back and got an activation code for a new key and told I'd get a new one at the shop;but after going to the only two shops anywhere near me who do this service, the code was invalid so they could not register me a new key. I am now left with no working key, no way of activating emergency credit as a working key needs to be in the meter to do so and I am down to my last few pounds and unable to top up. I have a vulnerable pensioner in her 70s who now cannot get have the heating on. HELP!!!!!!!

[DebF_EONNext]

Hey @SmithAccount,

Welcome to the community 😊 Sorry to read that you've been having trouble collecting a new key with your code. If your code hasn't worked then we would usually need to send a key in the post, I would suggest that you contact our Energy Specialists, you can find all of our contact information on our How to Contact us thread.

If you go off supply before you are able to get a new key again you should contact an Energy Specialist who will be able to help you get back on supply in an emergency.

It may also be worth checking to see if you can have smart pay as you go fitted where you can top up online, through the app, by phone or at the shop 😊

[SmithAccount]

Hi.
I have ordered a new key twice now and was assured it would come the next day both times, but nothing has arrived several days later. If one of these turns up tomorrow can I use it and will it definitely work? I am desperate now. I have rang your experts and the second time was not a very pleasant experience as he hung up on me saying he had no more time to deal with me which was very rude. How long do the activation codes stay valid for? The reason I ask is that I had to walk for over two hours to get to one of the shops. Would the code have expired before I got there as I made the phone call an hour before I left. I cannot just leave the house on spec as I have an elderly pensioner here I am looking after and I have no transport either so cannot just dash 2.8 miles!

[DebF_EONNext]

@SmithAccount the code should stay active for 28 days I believe.

I'm sorry that you had that experience with an energy specialist this is not the behavior we would expect and I will feed this back. I'm going to pop you a message and get some details from you and see if I can find out what's going on 😊

[HelenaP_EONNext]

@SmithAccount I'm sorry to hear of the experience you received 😞 I understand this is an old post, but I thought id just check in on if you had this resolved? 😊

[SmithAccount]

We were off supply for four hours and it was a total joke. Almost ruined the freezer food. The Eon staff were pretty useless and it took 9/10 calls to get any kind of idea what was going on and finally get another key sent out. Your request a key service does NOT send keys out next day like they promise, they get sent out in standard post even in emergencies - you can see this from the postmark on the envelopes! We received two keys three days later which was too late to avoid losing all power. I tried to complain but it was ignored as I was told this is your standard practice. Shocking that your call centre staff say next day when it's a lie. so yes things got resolved but I will NEVER recommend Eon to anyone.

[HelenaP_EONNext]

@SmithAccount I am so sorry to hear this was your experience with E.ON and the amount of time you were off supply! This is certainly not what we want our customers to go through when seeking help from our customer service team 😞

If you would like to pop me a DM with your account details, I can certainly have this feedback raised to ensure we are improving in future as we value the feedback of all our members!