With the introduction of online connection, Eneo promises to respond or provide an estimate within 48 hours. Unfortunately, many customers have no response when they write via WhatsApp to apply for a connection. What is going on?

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It may actually happen that the system encounters hitches from time to time, and we truly regret it. However, the online connection solution is intended to simplify the procedures to be followed by the customer to have a meter installed.

In the past, our customers had many difficulties in obtaining a connection estimate (difficulties linked to procedures, people, logistics, environment, etc.). There were numerous meetings, several middle persons in the decision-making chain, and it took on average 20 days to obtain an estimate.

Eneo has created the online application for connection estimate (via WhatsApp) to simplify the reception of files and to facilitate access to electricity. The online connection solution has the advantage that it allows for close tracking and breaks the chains of administrative bottlenecks that may exist.

Currently with the Online Agency, the weekly application-processing rate is 90%. The deadlines may be extended due to some temporary supply problems, as well as the shortage of wood poles, if the connection requires them.

Our IT Teams are working to improve the solution, so that customers are reassured that their applications are taken into account always, and that processing is done on a first-come, first-served basis.

In the meantime, we advise our customers who contact us online for their connection requests to always remind us 3 to 4 days later, if they have not received a response or acknowledgment of receipt, if they do not receive the expected estimate.

To make life easier for our customer, the idea was to get connection estimate payment online, and not at the physical agency as is the case now. This is consistent with our digitalization vision, and we are working on a solution for online payment of connection estimates, directly via MyEasylight, or also through our Third Party Paying Partners.