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Energia COVID-19
Info & FAQs

We're here to help.

During this period of uncertainty, we would like to reassure you that we are doing all we can to meet our customer needs, particularly those who are vulnerable or suffering financially. We are working with reduced staffing levels in our call centre, so please only call us if you are vulnerable or have an urgent query.

Click here to register or log into Energy Online, where you can view your bills, payments and meter readings. Or if you need to contact us, send an online query here.

Please find answers to our most frequently asked questions below.

COVID-19 Frequently Asked Questions:

Your supply won’t be disrupted as a result of COVID-19. 

If you have not already done so, you can register as a vulnerable customer. Further information and a copy of our Vulnerable Customer Code of Practice is available here.

As always, if you experience an interruption to your electricity or gas supply, please contact the Network directly using the contact details below:

If you smell gas contact:

- Gas Networks Ireland's 24-hour Emergency Line: 1800 20 50 50

- ESB Networks 24-hour Emergency Line for electricity faults: 1800 372 999

As the COVID-19 situation develops, we would encourage you to continue to top up your meter as normal and ensure you have enough credit to cover any period when you may be isolated at home.
 
Electricity Prepayment Meter
If you need to top up your meter and cant visit your normal outlet, please fill out our web form and we’ll call you to take payment over the phone and issue a top up code.

Electricity meters will continue to have €10.00 emergency credit.
 
Gas Prepayment Meter
If you have a gas prepayment meter, unfortunately there is no way for us to remotely apply credit to your meter. Gas meters will continue to have €10.00 emergency credit.

Please remember that any emergency credit used will be deducted from future top ups. For more information on using your gas emergency credit, please visit Gas Networks website using the below link:  

https://www.gasnetworks.ie/home/gas-meter/prepay-meter/
Level Pay helps to budget for your energy by spreading the cost throughout the year. We will review the monthly direct debit amount at least once a year and write to you if the amount needs to be put up or down. The direct debit amount would only be changed to reflect the amount of electricity/gas you are using. These reviews help to ensure that you do not accrue a balance on your account.
 
If you cannot afford the new direct debit amount, we will work with you to agree the most appropriate payment option. Please contact our Payment & Account Resolutions team by clicking here to send an online message.
 
Unfortunately we can not change a direct debit payment that is due to be taken within the next 7 days, so we would encourage you to contact us at the earliest opportunity if you are concerned about paying for your energy.
We understand these are difficult times so please don’t worry.
 
If you are struggling to pay your energy bill, it's important you contact us to discuss your payment options. We would encourage you to contact Energia Customer Care here to speak to someone (select 'Struggling to Pay' from drop down). 
 
Rest assured, our team will adopt a sympathetic and cooperative approach, taking your personal circumstances into account to finding a suitable payment arrangement.

We are currently operating as normal and do not envisage any interruptions to your energy supply.

As the situation develops, over the coming weeks we may have to reduce the number of people in our offices. Therefore it may take longer to get through on our telephone lines.

So, I would encourage you to check that you can access your Energia Online account, where you can view bills and submit meter readings. Click here to log into Energy Online.

Yes, Energia are operating as normal and have plans in place to mitigate any impact of COVID-19 on our business and services provided to customers.  
Click here to make a payment to your account.
 
If you are having difficulty paying your bill, or would like to set up a direct debit, please click here to contact us. A member of our Payment & Account Resolutions team will respond and discuss payment options with you.
 
Bank of Ireland will keep their website updated with the latest information on their service.

Alternatively you can use Energia Fast Pay to make an advance payment online towards your bill.
Our offices are open as normal, although we will continue to monitor and adhere to Government advice. We will keep our website updated with the latest information on our service.

No, your supply won’t be disrupted as a result of COVID-19.

As always, if you experience an interruption to your electricity or gas supply, please contact the Network directly using the contact details below:

If you smell gas contact:

- Gas Networks Ireland's 24-hour Emergency Line: 1800 20 50 50 

- ESB Networks 24-hour Emergency Line for electricity faults: 1800 372 999

If you are experiencing financial hardship as a result of Covid-19, please get in touch with us to discuss payment options.

Please refer to ESB Networks and Gas Networks Ireland websites for the latest information on meter reading visits.

You can submit meter readings through your Energy Online account. We will send you a reminder when it’s time to provide your meter reading.

If we don’t have an accurate reading, Networks will provide us with an estimate to use on your bill.
 
Please send us a meter reading, this can be done via the meter reading app, your self-serve account Energia Online, by emailing [email protected] (please include your MPRN and account number) or if these options aren’t available you can call 1850 36 37 44.

We will use this reading to send you a more accurate bill for your usage to date. Please note there are still network charges due while your business is closed, these can be seen on your current bill. If you need help with how to read your meter this guide might be useful.

We have some suggestions on how to reduce your consumption while your business is closed.
We understand these are difficult times so please don’t worry.
 
If you are struggling to pay your energy bill, it's important you contact us to discuss your payment options. We would encourage you to contact Energia’s Credit Control Team by emailing [email protected] and one of our team will get back to you. Alternatively, you can call us on 1850 719 319 to speak to someone, but due to potential reductions in people able to attend our office it may take longer than usual to get through on our telephone lines.
 
Rest assured, our team will adopt a sympathetic and cooperative approach, taking your personal circumstances into account to finding a suitable payment arrangement.
Get in touch with our business customer services team by email at [email protected].
 
For urgent issues you can call us on 1850 363 744, however please note there may be a delay answering your call during busy periods.
 
Rest assured our team are here to cooperate and assist you during this time of great uncertainty.
We are working closely with our service providers to ensure no disruption to services.

If you have a boiler service scheduled in the coming weeks, we will call you the day before to ensure you are happy to proceed.
 
If you want to book in a boiler service or require a boiler repair, our team can assist you by calling the number below or click here to request a call back.
 
If you are in self isolation and want to postpone your service, you can do so by calling the number below. We will endeavour to facilitate a subsequent appointment for you at a later date.
 
Our Home Services team are available to take your call on 1850 719 377.
All engineers have been provided with gloves and hand sanitiser, and are adhering to a “clean tools” policy ensuring tools and equipment are sanitised before and after each job.
We are currently following the Government provision in relation to COVID-19 and Netatmo installations are deemed non-essential activity. As a result we have halted all non-essential services. We will be in contact with you as soon as this restriction is lifted to schedule your appointment. Apologies for any inconvenience caused.
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