FAQ to answer all your Electricity Questions|Symbio Energy

Update to Customers

Jonathan Mark Amor and Nicola Kate Clark were appointed Joint Administrators of Symbio Energy Limited (“the Company”) on 13 October 2021. Please note the Company’s affairs, business and property are being managed by the Joint Administrators who act as agents of the Company and without personal liability.

The Joint Administrators are now working closely with your new supplier E.On Next to ensure accurate final bills are produced for the Company’s customers.

Here is a link to some frequently asked questions FAQs for Symbio Energy Limited Customers (azets.co.uk) however if you have any queries that are not covered by the FAQ page please use the dedicated email address for the Joint Administrators: [email protected].

When emailing please include your Symbio Energy customer reference number.

Message to All Customers

Symbio Energy is ceasing to trade. Ofgem, the energy regulator, has appointed E.ON Next as the new supplier for its customers.

E.ON Next began supplying energy to all of Symbio Energy’s customers on 3 October 2021.

E.ON Next will contact customers over the coming days and again in a few weeks when the transfer has been completed and their accounts have been fully set up.

Customers don’t need to worry – their supplies are secure. Former and current customers’ credit balances are protected, and E.ON Next will contact customers if they need to determine the amount of any outstanding balance. Domestic customers will also be protected by the energy price cap when being switched to E.ON Next.

Current and former customers who 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.

Ofgem’s advice to Symbio Energy’s customers is not to switch, but to sit tight and wait until E.ON Next has been in touch. This will help make sure that the process of handing customers over to E.ON Next and honouring any credit balances is as hassle free for customers as possible. 

Symbio Energy customers can access more information at eonnext.com/symbio-energy

If you have a power cut, please contact 150 to be put through to your local power distributor. If you think you can smell gas or have a gas leak, please contact the 24 hour National Gas Emergency hotline on 0800 111 999.

If customers need additional support, Citizens Advice and Advice Direct Scotland can give free, impartial help and advice.


Citizens Advice


Advice Direct Scotland


Advice will also be shared on Ofgem’s twitter @ofgem and facebook facebook channels.

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If you are one of our valuable customers trying to reach our customer support today, please be notified that you might experience an audio lag due to ongoing system maintenance. Meanwhile, you can write an email to us at [email protected].

Frequently Asked Questions

Here are some FAQs to help answer commonly asked questions with the recent announcement. 

A: 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.

eonnext.com/symbio-energy

A: 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.

For clear advice on how to shop, see our guide for domestic consumers: How to switch and shop for a better deal , and for non-domestic consumers: Switching your business to a new energy tariff or supplier.

A: 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.

For clear advice on how to shop, see our guide for domestic consumers: How to switch and shop for a better deal , and for non-domestic consumers: Switching your business to a new energy tariff or supplier.

A: 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.

A: 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.

A: 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.

A: 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.

A: 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.

A: 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.

A: 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.

A: 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.

A: 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.