EON Smart PAYG Manual Voucher Entry

AndyCF

Just a simple one. I want to say before anything else I've been generally happy with EON (this is not complaint thread it is merely a question) and the meter itself has been OK too.

I usually do mine online via card or via phone again card or sometimes voucher entry on the phone, but I have on a couple of occasions tried manual 'Vend Mode' without luck over the past year, figured it was time to ask.

I'm attaching a 'used' but slightly over obfuscated £3 voucher here. I think I got a bit carried away, sorry. Each 'black square' represents two digits obfuscated.



I am aware of the procedure here, Well I think I am:

> Press A and Vend Mode appears.
> Carefully enter the code
> Can press A during this if you make a mess to delete a digit or two
> Once you have entered them all press B to confirm.

^ That is correct yes ?

Problem is it *always* rejects vouchers as "incomplete". I also tried with the other numbers on the voucher mainly out of random curiosity.

I've had this happen a couple of times, a month or so ago I thought I'd try it this way simply as I did not have my phone to hand at the time but same thing and if I recall correctly a few months before that. Summary here is I've never been able to enter a voucher manually.

I should say here I've never ever had a problem activating a voucher via phone or online and my eyesight is quite good generally.

I do actually recall once when I called the kind lady on the phone about a delayed payment (not relevant here) she gave me a code to enter but I'm sure what she read out was more than the 16 digits but I could be mistaken on that last point. That did work but it was related as I say to something else.

Anyway the meter is the usual Liberty 100 thing.

It is in 'Vend Mode' the usual 'Activation Code' you use isn't it ? I cannot see it wanting the trans ref or serial and there's not really a lot more information of use on the voucher.

It is almost like I need something before or after those 16 digits perhaps. BTW as soon as I entered the code online it immediately worked so I'm not convinced it is me!

Any thoughts appreciated please. Apologies in advance for the pic but I could not find the appropriate "how to" on Eon's site for some reason. I thought it was in the .pdf but that was just a welcome one I viewed.

Thanks.

AndyCF

I think (unless a Rep replies here, and there's no rush honestly) the next time I feel like a voucher I'll just grab another small value one, not enter it via phone/online and simply ring up and ask directly about this, maybe.

I need to call them actually anyway it keeps doing a random weird thing that is probably best in its own topic, mind you its done that for weeks.

Former_E.ON_Company_Representative:_Malc

AndyCF wrote: »

Just a simple one. I want to say before anything else I've been generally happy with EON (this is not complaint thread it is merely a question) and the meter itself has been OK too.

I usually do mine online via card or via phone again card or sometimes voucher entry on the phone, but I have on a couple of occasions tried manual 'Vend Mode' without luck over the past year, figured it was time to ask.

I'm attaching a 'used' but slightly over obfuscated £3 voucher here. I think I got a bit carried away, sorry. Each 'black square' represents two digits obfuscated.



I am aware of the procedure here, Well I think I am:

> Press A and Vend Mode appears.
> Carefully enter the code
> Can press A during this if you make a mess to delete a digit or two
> Once you have entered them all press B to confirm.

^ That is correct yes ?

Problem is it *always* rejects vouchers as "incomplete". I also tried with the other numbers on the voucher mainly out of random curiosity.

I've had this happen a couple of times, a month or so ago I thought I'd try it this way simply as I did not have my phone to hand at the time but same thing and if I recall correctly a few months before that. Summary here is I've never been able to enter a voucher manually.

I should say here I've never ever had a problem activating a voucher via phone or online and my eyesight is quite good generally.

I do actually recall once when I called the kind lady on the phone about a delayed payment (not relevant here) she gave me a code to enter but I'm sure what she read out was more than the 16 digits but I could be mistaken on that last point. That did work but it was related as I say to something else.

Anyway the meter is the usual Liberty 100 thing.

It is in 'Vend Mode' the usual 'Activation Code' you use isn't it ? I cannot see it wanting the trans ref or serial and there's not really a lot more information of use on the voucher.

It is almost like I need something before or after those 16 digits perhaps. BTW as soon as I entered the code online it immediately worked so I'm not convinced it is me!

Any thoughts appreciated please. Apologies in advance for the pic but I could not find the appropriate "how to" on Eon's site for some reason. I thought it was in the .pdf but that was just a welcome one I viewed.

Thanks.

AndyCF wrote: »

I think (unless a Rep replies here, and there's no rush honestly) the next time I feel like a voucher I'll just grab another small value one, not enter it via phone/online and simply ring up and ask directly about this, maybe.

I need to call them actually anyway it keeps doing a random weird thing that is probably best in its own topic, mind you its done that for weeks.

Hello AndyCF and you're spot on with the instructions you've posted. You're right, too, about needing to be in the 'Vend Mode.'

As the error message you're seeing says 'incomplete' I'm guessing digits are missing. Just a couple of general points and sorry if you already know this stuff.

All our voucher codes contain numbers only - no letters or symbols.

We automatically add spaces after every 4 digits. If you also press the space bar, you'll run out of room to enter the full code.

From what you say, I doubt the above is the cause. I'm aware of certain technical issues we've had with the phone app and these could be a reason.

Where there's a problem with a top up and we send out a new code, this is a 20-digit reference.

I'm guessing a lot here AndyCF. Please contact our specialist Smart PAYG team if you have a similar issue next time you buy a voucher from the Post Office. Their number's on the receipt and our website. They're open from 8am to 8pm Monday to Friday and between 8am and 6pm Saturdays. They'll be able to explain what's happening.

Sorry this is vague and if I'm telling you stuff you already know.

Malc

AndyCF

Thanks Malc,

Appreciate the reply.

The plot did thicken a bit as it is expecting a 20 digit code, well that or possibly less as it won't accept more than 20 digits. I determined this by once I'd put in the 16 digits, I then pressed a couple more at random to just see if it was set at 20 or more, as I have a vague memory of reading that the very first ones would of expected a huge 20-40 digit input at one point.

You're correct in that the codes provided on the voucher sheets are always 16 numbers in length, yes fully aware its always numbers. The way the meter spaces them out is slightly odd but that does not matter.

Phone app: I probably should say I don't have a smart phone so I have no idea what the 'app' is like for that at all. I just have a basic phone and a desktop PC, works well enough for me.

It does actually explain why when I called about a online topup that had gone a bit pear shaped (long story) she provided me with a manual code and as I say I thought it was longer than 16, it was likely 20.

I suspect that a 20 is needed but aside from entering other numbers ( ! ) its difficult to say what. Does explain the incomplete message however.

The trans ref is also 16 numbers as is the ID for it, not that it would be either of them.

Grabbed another one today and same again, but I'll call next week for this as I currently do not have a working phone and its near the holiday weekend too, and its a minor enquiry rather than anything else.

I do have one tiny question, I'm half sure in one .pdf I have seen instructions on how to enter the code via the keypad but tbh it is likely to just say to enter that code that's too short I suspect.

I do see older .pdfs on the site so its a case of Google I think as the only easy one to grab is the welcome one or the one explaining how to use the IHD unit. I did not see the point in obtaining the guide for the Lib100 itself as that would both be highly technical and probably not relevant to what I needed.

I think a simple summary here is : The meter is really wanting a 20 digit number, but there's nothing on the paper voucher suitable, unless it expects some digits before or after the activation code.

As previous I've never had a problem with voucher 'entry' via phone or online, so it can't be me! , famous last words.

I'm sure they will explain it anyway.

Thanks again.

Former_E.ON_Company_Representative:_Malc

AndyCF wrote: »

Thanks Malc,

Appreciate the reply.

The plot did thicken a bit as it is expecting a 20 digit code, well that or possibly less as it won't accept more than 20 digits. I determined this by once I'd put in the 16 digits, I then pressed a couple more at random to just see if it was set at 20 or more, as I have a vague memory of reading that the very first ones would of expected a huge 20-40 digit input at one point.

You're correct in that the codes provided on the voucher sheets are always 16 numbers in length, yes fully aware its always numbers. The way the meter spaces them out is slightly odd but that does not matter.

Phone app: I probably should say I don't have a smart phone so I have no idea what the 'app' is like for that at all. I just have a basic phone and a desktop PC, works well enough for me.

It does actually explain why when I called about a online topup that had gone a bit pear shaped (long story) she provided me with a manual code and as I say I thought it was longer than 16, it was likely 20.

I suspect that a 20 is needed but aside from entering other numbers ( ! ) its difficult to say what. Does explain the incomplete message however.

The trans ref is also 16 numbers as is the ID for it, not that it would be either of them.

Grabbed another one today and same again, but I'll call next week for this as I currently do not have a working phone and its near the holiday weekend too, and its a minor enquiry rather than anything else.

I do have one tiny question, I'm half sure in one .pdf I have seen instructions on how to enter the code via the keypad but tbh it is likely to just say to enter that code that's too short I suspect.

I do see older .pdfs on the site so its a case of Google I think as the only easy one to grab is the welcome one or the one explaining how to use the IHD unit. I did not see the point in obtaining the guide for the Lib100 itself as that would both be highly technical and probably not relevant to what I needed.

I think a simple summary here is : The meter is really wanting a 20 digit number, but there's nothing on the paper voucher suitable, unless it expects some digits before or after the activation code.

As previous I've never had a problem with voucher 'entry' via phone or online, so it can't be me! , famous last words.

I'm sure they will explain it anyway.

Thanks again.

Hello AndyCF and thanks for coming back to me.

I agree, this is a strange one. There are pdf's on the website. They only give general top-up instructions and it's best, when you've a bit of spare time, to talk to the team I mentioned on Friday.

Quick heads up. We released an update to our mobile app recently. To continue using the app after Friday 17 May 19, customers need to install the latest version. This can be done through our website.

I know this doesn't explain your past issues with the top-up AndyCF. Just thought I'd let you know.

Malc

AndyCF

E.ON_Company_Representative:_Malc wrote: »

Hello AndyCF and thanks for coming back to me.

Its fine and you're welcome. As I mentioned its not a complaint at all merely an 'enquiry from the curious' (that being me!) thread.

E.ON_Company_Representative:_Malc wrote: »

I agree, this is a strange one. There are pdf's on the website. They only give general top-up instructions and it's best, when you've a bit of spare time, to talk to the team I mentioned on Friday

Yes agree the only ones (including via Google etc) are general instructions. There was nothing actually in another manual I got via a search but it was more a 'company buyers guide' than any thing else along with various complex specifications etc.

E.ON_Company_Representative:_Malc wrote: »

Quick heads up. We released an update to our mobile app recently. To continue using the app after Friday 17 May 19, customers need to install the latest version. This can be done through our website.

Thanks. Not actually any good for me (Basic phone only) but will be helpful to others, I was aware there was some kind of update going on recently though.

E.ON_Company_Representative:_Malc wrote: »

I know this doesn't explain your past issues with the top-up AndyCF. Just thought I'd let you know.

Malc

Thanks again Malc. Appreciate your time to write a reply. Yes the 'dead simple summary' here is the voucher numbers are sixteen digits and the meter would like twenty digits.

Slightly more longer summary: My logical conclusion was either the firmware (?) in the meter needs an update to accept the sixteen or the vouchers printed out at the P.O need to be twenty, but that would then effect the automated phone entry I suspect. Unless its something odd like a couple of other digits need entering before/after the actual voucher code itself.


I will if I get chance (phone broken currently!) call to see what the 'real answer' is to this and also post it back here too as it may help others. :T

AndyCF

OK after a chat about this it turns out it is not possible to use the voucher code in Vend Mode, its only for the online or automated phone service.

Assuming its office hours you could then also ring and have it changed for a 20 digit code if needed which would obviously work, this I think was called an emergency topup or something (the line was a bit bad) , he said it would work with the app too but not having a smart phone I'd not know but that's quite logical.

Summary being regarding the voucher and Vend Mode: You can't!

To be fair I can't see a situation where even if you had no power and it was the middle of the night you could not do something as the number is free, and I'm assuming an 0800 is still free from a phonebox ( do these still exist? )

Have to give you a -1 for this I'm afraid, sorry. Some others allow the vend code to work directly without 'external assistance' , seems that either the meter firmware needs updating to accept a 16 digit code or the voucher system needs updating to 20 digits, well maybe.

Former_E.ON_Company_Representative:_Malc

AndyCF wrote: »

OK after a chat about this it turns out it is not possible to use the voucher code in Vend Mode, its only for the online or automated phone service.

Assuming its office hours you could then also ring and have it changed for a 20 digit code if needed which would obviously work, this I think was called an emergency topup or something (the line was a bit bad) , he said it would work with the app too but not having a smart phone I'd not know but that's quite logical.

Summary being regarding the voucher and Vend Mode: You can't!

To be fair I can't see a situation where even if you had no power and it was the middle of the night you could not do something as the number is free, and I'm assuming an 0800 is still free from a phonebox ( do these still exist? )

Have to give you a -1 for this I'm afraid, sorry. Some others allow the vend code to work directly without 'external assistance' , seems that either the meter firmware needs updating to accept a 16 digit code or the voucher system needs updating to 20 digits, well maybe.

Hello AndyCF and thanks for the update.

To be honest, I think a -1 is generous. This isn't good and I've raised it with the managers looking after Smart PAYG meters. They're aware of the situation and are working towards improving the service for customers buying top-ups from Post Offices. They can't give me a timescale at present and will let me know once something more customer-friendly is in place.

I'm sorry for the inconvenience caused AndyCF and thank you for your patience.

Malc

AndyCF

Thanks Malc

Its OK, I think the rating was sensible, not too mean.

If there was not an automated 24/7 line then it would be a different story (if you had to speak to a human to use it that is) but as I say given that the number is kindly a free 0800 one for the topups its not a mass problem

I do agree it is probably something for the future to see if anything can be done, problem is as I see it (and I used to work in I.T) its going to need either the meters systems to be updated or the internal systems updated so that its either a 16 or 20 digit code. Although slightly more difficult the 20 digit option does seem better, only problem then is it means the system the P.O uses would need a tweak too.

"Rock vs Hard Place" really with this

Former_E.ON_Company_Representative:_Malc

AndyCF wrote: »

Thanks Malc

Its OK, I think the rating was sensible, not too mean.

If there was not an automated 24/7 line then it would be a different story (if you had to speak to a human to use it that is) but as I say given that the number is kindly a free 0800 one for the topups its not a mass problem

I do agree it is probably something for the future to see if anything can be done, problem is as I see it (and I used to work in I.T) its going to need either the meters systems to be updated or the internal systems updated so that its either a 16 or 20 digit code. Although slightly more difficult the 20 digit option does seem better, only problem then is it means the system the P.O uses would need a tweak too.

"Rock vs Hard Place" really with this

Thanks for being so understanding Andy. It's appreciated.

I agree, it's something that needs an IT fix and I've passed it to those here looking after this. Although they're aware of the problem, it doesn't hurt to give them a reminder of the impact it can cause.

Thanks again Andy and have a great weekend.

Malc