We have appointed E.ON Next to take on the 48,000 domestic customers of Symbio Energy, which is ceasing to trade.
This appointment took effect on 3 October 2021.
This guide will answer some of your questions on what happens now.
Your supply
Symbio Energy customers were transferred to a new contract with E.ON Next on 03 October 2021. E.ON Next will contact all customers to explain what happens next.
If you haven't heard from them within a few days, please get in contact using the details below.
E.ON Next will put all ex-Symbio Energy customers on a deemed tariff rate before contacting them to provide personalised tariff information, which is protected under the energy price cap.
You can shop around or ask them to put you on a different tariff. You won’t be charged any exit fees.
Our advice is not to switch immediately, but wait until E.ON Next has been in touch with you. E.ON Next will provide you with personalised information about your tariff, and waiting for them to contact you will also be the smoothest way to ensure any credit balances with Symbio Energy are honoured.
Your account with E.ON Next will be fully set up in the coming weeks or months, and they will reach out to you to confirm once this has happened.
If customers wish to change their tariff or switch supplier, they should ask to be switched to another E.ON Next tariff, or shop around. You won’t be charged any exit fees.
E.ON Next will honour domestic credit balances for both current and past customers of Symbio Energy who are owed money.
E.ON Next will review details of any debt or credit on your account and contact you with relevant instructions. They will also be able to answer any questions you may have on debt or credit on your account. The review process may take some time, as E.ON Next needs to receive and process your records, calculate your credit balance, and deduct any unbilled charges for your supply by Symbio Energy.
Current and former customers who owe money, or are in debit to Symbio Energy should wait to hear from E.ON Next or Symbio Energy’s administrators who will talk to them about repayment arrangements.
If you have switched and owed Symbio Energy money, including if you were paying this money back, the administrators or E.ON Next will be in contact with you to discuss repayment arrangements.
E.ON Next will honour credit balances for both current and past customers of Symbio Energy who are owed money.
E.ON Next will review details of any debt or credit on your account and contact you with relevant instructions. They will also be able to answer any questions you may have on debt or credit on your account. The review process may take some time, as E.ON Next needs to receive and process your records, calculate your credit balance, and deduct any unbilled charges for your supply by Symbio Energy.
No. E.ON Next will not pay this compensation. You should contact Symbio Energy’s administrators in this situation. We will publish their contact details in ‘Further help and advice’ below when they are appointed.
If you think your complaint is still ongoing, then once E.ON Next contact you, please discuss with them how the issue can be resolved.
Payments through direct debit
You don’t need to cancel your direct debit, but can if you wish to. E.ON Next will be in touch with you about whether your existing direct debit will remain in place, or whether they will set up a new direct debit.
You don't need to worry if you’ve already cancelled your direct debit. E.ON Next will be in touch with you to set up a new customer account and direct debit. They will also be able to tell you what will happen with any credit balance you may have with Symbio Energy.
Smart meters
Some customers with newer models of smart meter should see no loss in smart functionality. Unfortunately, customers with older smart meter models may see a loss of smart functionality, but their supplies will continue uninterrupted. E.ON Next will upgrade these older meters for any customers who request it. Once the transfer to E.ON Next is complete, they will take steps to restore smart functionality.
Complaints and contacts
E.ON Next is not required to take on any unresolved complaints relating to Symbio Energy.
However, if you believe your complaint is still ongoing, once E.ON Next contact you, please discuss with them how the issue can be resolved.
If your complaint was open with the Ombudsman, they will be in contact with you in due course to discuss next steps.
Enquiries
E.ON Next will contact Symbio Energy customers with more information about their contract, tariff and any credit owed. If your question isn't answered here, you should contact the E.ON Next customer contact team.
