FAQ's

Do Energia accept cheque payments? Can I get my bill online instead of by post? Can I pay my bill online? Do Energia accept Social Welfare payments? How can I reduce my bills? How is my bill calculated? I am struggling to pay my bill – what can I do? My bill looks complicated – can you help me understand it? When do I have to pay my bill? Will I receive one bill for both electricity and gas?

Can I get cash-back if I switch on the phone with a telesales agent or on my doorstep with a field sales agent? How do I avail of Energia’s cash-back offer? When will I receive my cash-back?

I'm based outside of Ireland and can't use 1850 numbers - how do I contact Customer Service? I'm based outside of Ireland and can't use 1850 numbers - how do I contact the Sales Team?

How do you work out my monthly direct debit amount? When will my payments be taken? Will I still be billed every other month? Do I still get charged for all of the energy I use? Will my monthly payments ever change?

What should I do if I smell gas? What should I do if there is a power cut?

How do I turn the gas off and back on? What gas safety precautions should I take? What is Carbon Monoxide? What should I do if I smell gas at home? Where can I find a Registered Gas Installer?

How do I read my meter? How often is my meter read? How do I submit a meter reading? Where is my meter? Don’t have a meter key?

I’m moving house, what do I need to do? Can I transfer my account to my new address? What should I do when I move in? What if my property is vacant?

I’ve registered my online account at Energy Online, but when I log in to the Home page, it says “No Service” beside my electricity or gas account – what does this mean? How do I manage my manage contact preferences online? Can I update my personal details online? How do I change my email address? How do I register for Energy Online? How do I view my bills? How do I view my energy consumption? How many past bills can I view online? I received my bill but it does not match what I submitted through Energy Online, why is it different? I've entered the wrong details and I'm now locked out, what do I do? I've forgotten my password, how can I get a new one? I've forgotten my username, how can I find out what it is? What information is collected about me when I visit the site? Why can I not submit a meter reading online?

Are the Payment & Account Resolutions Team here to help? I am struggling to pay my bill – what should I do? I am struggling to pay my bill – however I don’t want to call Energia to discuss – what should I do? I have received a letter from your Payment & Account Resolutions Team, what does this mean? When should I call the Payment & Account Resolutions Team? Should I ignore a letter, SMS, call or email from the Payment & Accounts Team? Can the Payment & Accounts Resolutions Team disconnect my supply if I don’t pay my electricity or gas bills? What is a Pre-payment Meter, how can this help me with my account if I am behind in my bills and payments?

Important Information on Standing Charges How do I contact Energia RE my prepayment meter? How does Electricity Prepayment Work? How does Gas Prepayment Work? What about the money I owe? What are the advantages of a prepayment meter? What are the eligibility criteria for prepayment meters? What if I am experiencing technical problems? What if I am moving home? What Tariffs are available with the Pay As You Go Meter?

I am blind or visually impaired. How can I receive my bill? I am critically dependent on medical equipment. How can I ensure my supply is not switched off? I am deaf or hearing impaired and phone conversations are difficult. How can I contact you? I am elderly and worried about my power supply being disconnected in winter. What can I do? I have a carer/relative/friend who normally looks after my bills. Can you send my bill to them?

I’ve signed up to Energia with a sales agent/on the phone/online. What happens next? What payment options does Energia Provide? How do I switch to Energia? I receive the Department of Social Protection allowance for electricity or gas. Can I still switch? I signed up but haven’t received anything from Energia – what’s happening?

What is the Carbon Charge? What is the PSO Levy?