[solidbond]

Just wondering if there is any update on this logging in to accounts issue? I've had problems over the last few weeks, with having to make multiple attempts to login before I can finally get in. I logged in earlier this morning first attempt - 4 hours later, I refreshed the page and have to login again, but get the following message '
We're having trouble logging you in. Please check your details and try again.
If you've recently joined us, you’ll need to create a password before you can log in. '

Try again 5 minutes later and got in, but often have to try numerous times to get logged in. Also, I'm in the UK, not using a VPN, have tried various browsers, cleared cookies etc and still get problems.

[WizzyWigg]

@solidbond

I personally haven't had any login problems but am aware some have. It is a little strange that after a number of attempts you can login. Just thinking it through have you got the app on your phone or tablet. If so does that come up with the same problem? If you still have a problem using the app and you have a phone with mobile data try switching off WiFi so you are using either 4 or 5 G and use the device's browser to see if you can login into your online account without any problem. By doing this it will indicate if the problem is Eon's end or yours. The only reason for suggesting this is because your problem is intermittent. If it still has same problem whilst using 4/5G I would suggest having another chat with Customer Services. Probably best on Twitter or WhatsApp. Please let us know how you get on.

[Bennie_R97]

@WizzyWigg great explanation ! Of course we can't always predict when the issues that may occur in login into the account, but if after trying to reset the password the situation hasn't been sorted, the customer service will be prompt at picking up any issues. Something that I have seen happening often,while supporting the energy specialists is that at times the emails are miss spelt which causes an issue in logging in.

[WizzyWigg]

Originally Posted by Bennie_EONNext

@WizzyWigg great explanation ! Of course we can't always predict when the issues that may occur in login into the account, but if after trying to reset the password the situation hasn't been sorted, the customer service will be prompt at picking up any issues. Something that I have seen happening often,while supporting the energy specialists is that at times the emails are miss spelt which causes an issue in logging in.

Strangely strange I did have a similar problem trying to login to an account (not my Eon Next account), a while back. I did the usual things app cache clearing, change browser etc, on the device, but to no avail. Made contact with company who actually said not a problem their end. Then my son suggested doing the 4/5G trick. Logged in no prob. He then suggested reboot router as it clears it's cache. Surprise surprise logged in no problem, using Wi-Fi. 🤔😊

Obviously this won't work every time. Out of UK and VPN users will still have a problem.

[Bennie_R97]

@WizzyWigg Oh interesting, I mean this is definitely something that we can try and give feedback to the IT team. Unfortunately, I am not sure if there's anything we can do with the VPN but I can try and find out 😀

[solidbond]

@Bennie_EONNext @WizzyWigg Apologies for the dealyed reply, but every time I try to test it out, it seems to work! However, I've just had a situation where I haven't logged in all day, went to login on the PC and kept getting the 'unable to log you in' error, about 5-6 times. I tried using the app, and I'd been logged out of that, and when I initiallly tried to log in the error on there was 'too many requests'. I gave it a few seconds and then it logged in, but I had to restart the face ID login (which I seem to have to do every time I get logged out, which seems to defeat the purpose of it!!). I then tried on the PC again and it logged in without a problem. Both times this was using my wifi :-)

[WizzyWigg]

@solidbond

Thank you so much for your update. I see you have tagged in @Bennie_EONNext , I'll add @DebF_EONNext as they will probably want to feedback to the techies. It looks like the issue is becoming less frequent. You might like to see this thread as even some of our very learned colleagues have had a problem.
https://community.eonnext.com/thread...logging-you-in .
Keep in touch. 👴

[rose777]

@everreadyed ; Have had the same problem on and off for over a month now. Logs me in once then can't get back in for a couple of days.No VPN, tried two different laptops with two different OS (Linux and win 7), three different browsers firefox for win & for linux, Chromium for Linux, Chrome for windows plus android7 phone with opera and firefox. Logged in yesterday for the first time in a couple of weeks and as soon as I tried to give a meter reading it booted me out back to the login page; since when I haven't been able to get back in. I had a similar problem with Cahoot bank when they changed their security protocols so that you had to have a static IP addres to log on. Is there any chance that Eon have started using the same security protocol ? Just says they have a problem when I try to log in and suggests I register ??? Refuses to let me request a new password as it then says it has a problem again. They keep sending me emails to the same address and say it is registered but just won't let me access my account. I did manage to speak to an advisor but they were unable to offer a solution except 'try a different browser'. I did manage to successfully log in once from a relative's computer using their wifi on a different 4g network. In that case I was offered the 'cookie' choice but when I can't log in on my own network that 'accept cookies' pop up is often missing. Just downloaded the eon app to my phone and got exactly the same message that they are 'having trouble' logging me in and that I should turn off any anonymiser software. I have no VPN on either phone or laptop and the ad blocker is turned off for Eon's site. Cookies and cache have all been cleared so at a loss to know what to do except send their head office an email with my meter reading and write them a cheque to pay the bill when it comes in the post. It was all so easy up until May 2023 and it seems we are amongst a couple of thousand people having this trouble according to the many complaints on the web.

[WizzyWigg]

Originally Posted by rose777

@everreadyed ; Have had the same problem on and off for over a month now. Logs me in once then can't get back in for a couple of days.No VPN, tried two different laptops with two different OS (Linux and win 7), three different browsers firefox for win & for linux, Chromium for Linux, Chrome for windows plus android7 phone with opera and firefox. Logged in yesterday for the first time in a couple of weeks and as soon as I tried to give a meter reading it booted me out back to the login page; since when I haven't been able to get back in. I had a similar problem with Cahoot bank when they changed their security protocols so that you had to have a static IP addres to log on. Is there any chance that Eon have started using the same security protocol ? Just says they have a problem when I try to log in and suggests I register ??? Refuses to let me request a new password as it then says it has a problem again. They keep sending me emails to the same address and say it is registered but just won't let me access my account. I did manage to speak to an advisor but they were unable to offer a solution except 'try a different browser'. I did manage to successfully log in once from a relative's computer using their wifi on a different 4g network. In that case I was offered the 'cookie' choice but when I can't log in on my own network that 'accept cookies' pop up is often missing. Just downloaded the eon app to my phone and got exactly the same message that they are 'having trouble' logging me in and that I should turn off any anonymiser software. I have no VPN on either phone or laptop and the ad blocker is turned off for Eon's site. Cookies and cache have all been cleared so at a loss to know what to do except send their head office an email with my meter reading and write them a cheque to pay the bill when it comes in the post. It was all so easy up until May 2023 and it seems we are amongst a couple of thousand people having this trouble according to the many complaints on the web.

Evening

Do you manually enter your email address and password on your account home page or let the browser populate it? Very occasionally I've noticed I fail to log in if I let the browser enter email address and password. It might be worth clearing cookies and logging in manually. Only suggesting because you said you had success on your relatives computer.
Apologies if you have done that already. 👴

[rose777]

Originally Posted by WizzyWigg

Evening

Do you manually enter your email address and password on your account home page or let the browser populate it? Very occasionally I've noticed I fail to log in if I let the browser enter email address and password. It might be worth clearing cookies and logging in manually. Only suggesting because you said you had success on your relatives computer.
Apologies if you have done that already. 👴

Cheers for the very prompt response. I always type in the email address and password as I never allow the browser to save that information. I also type in the url to ensure each time to avoid ending up on an out of date page. The only difference is that my relative uses Three for 4G data whereas I use an MVNO running on O2. Eon is the only site that I have problems logging in to and it has only occurred since May 2023. Even the Eon app is having a problem logging me in.
Update; Just had a new message appear whilst trying to log in on the app as follows 'Apollo network request failed'. Minutes after that I was able to log in using the app and give a meter reading. Perhaps Eon's IT techies can make sense of that.