[Andreacooke12]

I just topped up my gas card - but showing Fail 35 on meter, ive wiped it with a cloth etc and it accepted at the shop so what do i do? If I need a new card how does eon put the amount i topped up on that card and how will i get it today as im about to run out of gas otherwise

[WizzyWigg]

Originally Posted by Andreacooke12

I just topped up my gas card - but showing Fail 35 on meter, ive wiped it with a cloth etc and it accepted at the shop so what do i do? If I need a new card how does eon put the amount i topped up on that card and how will i get it today as im about to run out of gas otherwise

I would contact Customer Services ASAP. Ways to contact them in this link:
https://www.eonnext.com/contact

[Andreacooke12]

ok thank you for your help

[Han_EONNext]

Hey @Andreacooke12

Hannah here 👋 not to worry, we can get this sorted out. When you remove the card from the meter is the message still there?

@WizzyWigg is also correct with this one, and this year we have a team that is dealing just with Prepayment emergencies 😊. If you send us a message on Facebook, X, or WhatsApp and let us know what's going on our Energy Specialists can help you 😁

[Andreacooke12]

Hi
Thanks for the help, I have phoned Eon and I am able to pick up a new card in a couple of hours thanks

[Connor_EONNext]

@Andreacooke12 I'm happy to hear that this has been resolved for you. If there's ever anything else please pop back, don't be a stranger 🙂

[Andreacooke12]

Well today has been a total farce, last night went to shop to pick up card, the code didnt work, got another code this morning that didnt work either only to be told i shouldn't have been given that new code, then called for the 4th time today for help and spoke to two of the most unhelpful agents, one telling me i will just need to phone round shops to find out where i can get a card from! and the other telling me the shop must have done it wrong and then sent me to a shop that doesnt even have gas cards! its shocking that i have a vulnerable person in my house who cannot be cold and my supplier will go off in a matter of hours, because eon cant give me the right information and cant get their act together, i was even told last night someone would call me at 1pm to help and guess what no call! I am disgusted with whats happened to me today! does anyone in eon care?

[WizzyWigg]

Originally Posted by Andreacooke12

Well today has been a total farce, last night went to shop to pick up card, the code didnt work, got another code this morning that didnt work either only to be told i shouldn't have been given that new code, then called for the 4th time today for help and spoke to two of the most unhelpful agents, one telling me i will just need to phone round shops to find out where i can get a card from! and the other telling me the shop must have done it wrong and then sent me to a shop that doesnt even have gas cards! its shocking that i have a vulnerable person in my house who cannot be cold and my supplier will go off in a matter of hours, because eon cant give me the right information and cant get their act together, i was even told last night someone would call me at 1pm to help and guess what no call! I am disgusted with whats happened to me today! does anyone in eon care?

I'm going to ask @Connor_EONNext to have a look at your post.

[Andreacooke12]

Thanks @WizzyWigg @Connor_EONNext but i have now been told by another agent, if i go off supply and have an 'active code' the engineer will refuse to come out and i have now been told what i was told on yesterday and then they back tracked that my meter must be faulty even though its the code at the shop that hasnt worked. I have been given an appointment date to change my meter as the 8th December, i will need to go off supply before an engineer comes out, even though this could result in my partner who has heart failure potentially be cold for hours until an engineer comes out. I am currently in the process of looking at which supplier I can change to as I am really disgusted with the way i have been treated by eon and being told multiple different things by the same company. Eon should be ashamed of themselves

[Connor_EONNext]

@Andreacooke12 I have sent a private message to you so I can grab a few details to take a look into this for you