You have really done everything by the book. This is primarily a customer to customer forum and only occasionally do members of Eon visit. I'll try and tag in @LeeDQ_EONNext who might be able to give you some more advice, when he next pops by. 👴
@WizzyWigg I know we're seeing a few people have issues, however they keep trying and get in, which isn't what we ideally want is it?
@rose777 Using a VPN at all? Does it work on any other devices at all?
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I have been doing a little research. @rose777 you mentioned in your post that you cleared cookies and cache, but did you clear history as well? Mozilla (Firefox) has a section about fixing issues with logging on to websites that require username and password. I've included the link: https://support.mozilla.org/en-US/kb...-for-that-site.
It might be worth a try.
@WizzyWigg ; I'm no expert in security software but I have taken all sensible steps to solve the issue. All cookies are cleared when the browser is closed and I have been clearing any eon next cookies every time the log in failed in case that was the problem. I never use VPNs and even my ad blocker is turned off. Following the message I got whilst trying to access my account via Eon's app on my android 7 phone, 'Apollo server verification failed', and having done a bit of research today I have the feeling that the email verification and cookie authentication software used by Eon's site is failing to verify my, 25+ years old, email address as a valid address. I have had a similar issue with Cahoot and Santander sites when they changed their security protocols. If for any reason my email address has been logged as 50% compromised the cookies necessary to login might not be forthcoming from the server that handles such things. Given the fact that much of this verification seems to be handled by third party software using algorithms to predict if an email address is suspect it might explain why some log ins are being rejected whilst others succeed. Unless I pass the verification process I don't get a cookie and without that token I am shut out of my account. I did manage to get in using my phone, the app and data on an O2 based MVNO to submit a meter reading yesterday but today I have been rejected by the app three times again and the same on the laptop using a Three based MVNO mifi. Another possibility is that sometimes my location is shown as London or Manchester and at others it is shown as Sweden ??? Perhaps Apollo or whatever software Eon are using to verify email accounts as genuine is accessing out of date information on server location and comes up with the conclusion that I am outside the UK. Whatever the cause it only started back in May 2023 so it would be useful to know if Eon upgraded their security protocols at that time. Unless I can re-register with Eon with a different email I have no way of testing any of these theories. Would be interesting to know how others have been affected by this issue.
Thank you so much for your very in depth response. I know how frustrating this can be. Web security is increasing globally because of recent events. I did noticed as you did about changes in your location. It is possible that might contribute to your problem. It was around April/May if I remember that logging in via a VPN was removed.
@rose777 I would suspect the location issue is what's causing this. You can try using a new email address, however you may still have the same location issues. If you do try a new email, you may need to contact customer services to have the email updated so you can attempt to log in.
I use a VPN on my phone as part of my antivirus software, it's only a free one. Sometimes I have trouble accessing sites if the antivirus and VPN are off, it's very strange. Let us know how you get on.
I don't have a VPN and have been getting logged into my online account with no issues until today, I have tried with Chrome and Firefox and two different machines. Is there an issue today?
I don't have a VPN and have been getting logged into my online account with no issues until today, I have tried with Chrome and Firefox and two different machines. Is there an issue today?
No issues today. I've logged in both this morning and this afternoon. How are you connecting? Via Wi-Fi or Mi-Fi?
Try rebooting Wi-Fi/Mi-Fi router or if using a mobile device and 4G/5G restart device.
Last edited by WizzyWigg; 22-11-23 at 18:38.
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