Print

FAQs



Billing & Payment FAQs |  Cash Back FAQs |  Contact FAQs |  Faults and Emergencies FAQs |  Gas Safety FAQs |  Meter FAQs |  Moving House FAQs |  Online Account FAQs |  Prepay Meter FAQs |  Special Services FAQs |  Switching FAQs |  Tariffs & Charges FAQs | 

How do I register for Energy Online?

I've forgotten my password, how can I get a new one?

Just click on “Forgot your Password” on the login page.  You’ll be asked for your Energia account number and your username and once you answer a security question we will email you your password.

I've entered the wrong details and I'm now locked out, what do I do?

To unlock your account you will need to use the Forgot your Password function and when your password is sent to your registered email address your account will be unlocked.

Can I update my personal details online?

Yes, if you are an Energy Online customer you can change details such as mailing address, email address, telephone numbers and whether you would like to continue getting marketing information from Energia.

NB: To tell us about a change of Direct Debit details you will have to call us on 1850 405 405.

I've forgotten my username, how can I find out what it is?

Just click on “Forgot your Username” on the login page. You’ll be asked for your Energia account number and your email address and we will email your username to you.

How do I change my email address?

Log in to Energy Online and click on My Account and then My Details. Here you will find the change email option where you can update your email address.

How do I view my energy consumption?

In the My Account section, select My Consumption. You’ll see your energy use in terms of units, cost and carbon emissions. You can also compare your usage with the previous years and with an average house similar to your own.

How do I view my bills?

To view your bills on Energy Online, go to My Account, then select the My Bills / Letters option. These bills can be viewed online as well as being saved and printed.

How many past bills can I view online?

You can view your last 8 bills online.

Can I pay my bill online?

Our online payment tool Fastpay, allows you to make advance payments to your account, which are then credited off your next bill.  This is a handy way to build up credit, so you're not hit with the full bill all at once.

Note: Fastpay allows for advance payment only, it can't be used to pay a bill that has already been issued.

I received my bill but it does not match what I submitted through Energy Online, why is it different?

The reading that you submit through Energy Online can only provide an indication of your bill total. If a meter reader from ESB or Bord Gáis has collected a reading from your address, this will take precedence over the reading submitted online and this can cause slight variances in the bill amount.

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?

The full process of switching your gas or electricity account can take up to 2-3 weeks.  We have to wait for ESB Networks or Bord Gais Networks to confirm you as our customer before your account with us is fully live. 

If you are a Dual Fuel customer, it’s likely that your gas service may go live before your electricity service.  So you might register for Energy Online using your gas account number, but your electricity account might not be fully switched over yet.  This is nothing to worry about – you’ll see it there in a few days, if not, please contact customer service on 1850 405 405.

How do I avail of Energia’s cash-back offer?

Our cash-back offer is available to all new customers who switch to Energia online from 29th of May 2017.

Can I get cash-back if I switch on the phone with a telesales agent or on my doorstep with a field sales agent?

Cash-back is available when you switch online or when you switch over the phone with a telesales agent.

How much cash-back can I get?

If you sign up online to our Dual Fuel bundle, you will receive €50 cash-back.  If you sign up online for Electricity Only, you will receive €30 cash-back.  

When will I receive my cash-back?

The cash-back amount will be applied as a credit to either your first or second Energia bill.  If you are a Dual Fuel customer, the €50 credit will be applied to your electricity bill .

Please note: Dual Fuel customers must have both their electricity and gas services activated with us to avail of the full €50 cash-back.  If only electricity is connected, then only €30 cash-back will be applied.

Why can I not submit a meter reading online?

You may enter test meter readings at any time through our online Bill Calculator to keep track of your energy costs. However we can only accept your reading for billing purposes at specific times which are outlined on the Submit Meter Reading page.

What information is collected about me when I visit the site?

You'll find details of this in our Privacy Policy.

Can I transfer my account to my new address?

You will need to close the account at your old address and open a new account at the new address. To open a new account, just give us a call with your new MPRN and/or GPRN number and a meter reading if possible.

How often is my meter read?

ESB Networks and Bord Gáis Networks read the meters four times a year.

How do I read my meter?

There are a few different types of meter, but they’re all pretty straightforward to read. Here are some instructions to help you.

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

You can send us a query online at Contact Us or send us an email to homeenquiries@energia.ie and we'll get back to you as soon as possible.

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

You can request a call back from one of our sales agents.  Just fill out your details here: Request a call from a sales agent

How do I submit a meter reading?

You can submit your meter reading online through your Energy Online Account, or call us on 1850 405 405. Be sure to have your account number and MPRN or GPRN handy.

How do I switch to Energia?

Switching is simple. You can sign up online or give us a call on 1850 300 700. We’ll ask you for the following information during the registration process:

  • A current bill so you can tell us your MPRN number for electricity and/or GPRN for gas.
  • Your current meter reading.

How is my bill calculated?

ESB Networks and Bord Gáis Networks read the electricity and gas meters four times a year. If we do not receive a meter reading, we estimate your bill, based on previous usage. You can improve the accuracy of your bills by submitting a meter reading yourself. Read our instructions on how to read your meter.

Will I receive one bill for both electricity and gas?

Electricity and gas are billed separately in line with the billing cycles of ESB Networks and Bord Gáis Networks.  If you are a Dual Fuel customer, you will receive two separate bills and each payment will be taken separately.

My bill looks complicated – can you help me understand it?

We realise that your bill may look a little different from your previous provider, so we've explained everything here Understanding Your Bill.

Can I get my bill online instead of by post?

You can view your bill online and access lots of other services by registering for Energy Online.

How can I reduce my bills?

There are lots of ways to reduce energy usage in your home. Take a look at our Energy Saving Tips. You can also receive discounts on your bill if you pay by direct debit or sign up for online billing

When do I have to pay my bill?

The Payment Due Date is indicated on the top of the bill. This is generally 14 days after the bill is issued.

I am blind or visually impaired. How can I receive my bill?

We can provide your bill in large print or in Braille. Alternatively we can telephone you and go through your bill over the phone. To avail of any of these services please register your details with us by filling out our Special Services Registration Form and returning it by post to Energia, PO Box 12380, Dublin 2.      

I am critically dependent on medical equipment. How can I ensure my supply is not switched off?

You can register your details with us by filling out our Special Services Registration Form and returning it by post to Energia, PO Box 12380, Dublin 2. You will then be added to the Special Services Register with ESB Networks and Bord Gáis Networks as a high priority customer to ensure you never lose power.

I am deaf or hearing impaired and phone conversations are difficult. How can I contact you?

You can send us an email at homeenquiries@energia.ie and we can put a note on your account that you are not to be contacted by phone.

Do Energia accept Social Welfare payments?

The Social Welfare can’t pay Energia directly, but you can organise for them to make payment directly to you. You will need to make Social Welfare aware when you change supplier.

I am elderly and worried about my power supply being disconnected in winter. What can I do?

If you are over 66, you can register with us by filling out our Special Services Registration Form and returning it by post to Energia, PO Box 12380, Dublin 2. You will then be added to the Special Services Register with ESB Networks and Bord Gáis Networks and they will guarantee to never disconnect your power during the winter months (1st November to 31st March).

I am struggling to pay my bill – what can I do?

The first thing to do is contact us as soon as you start having difficulty paying your bill. The sooner we know there’s a problem, the sooner we can find a solution. We understand that there are times when customers experience genuine financial hardship and we will work with you to find the best arrangement for payment. This may involve the installation of a prepayment meter for debt management.  If requested by you, we will engage with third party agencies or charities to find a solution and we will treat your information in strict confidence.

In accordance with the EAI Energy Engage Code, Energia will never disconnect a customer who engages with us to find a payment solution.

I have a carer/relative/friend who normally looks after my bills. Can you send my bill to them?

Yes we can redirect your bill. You just need to fill out the details on our Special Services Registration Form and return it by post to Energia, PO Box 12380, Dublin 2.

I receive the Department of Social Protection allowance for electricity or gas. Can I still switch?

Yes of course. You will still receive the allowance. The Department will pay it directly into your bank account and then you use it to pay your bill. Just give the Department a call when you're switching to check all your details are correct. 

I’m moving house, what do I need to do?

You will need to contact us with a final meter read for the address so that we can calculate your final bill accurately, also your forwarding address so we may send on your final bill. If we do not receive a final meter read, you will continue to be charged for energy use at that address. We would also need the details of the new owners/tenants if you have them.

I’ve signed up to Energia with a sales agent/on the phone/online. What happens next?

Thanks for making the switch! You will receive a Registration Letter from us in the next few days to confirm that you’ve signed up and you’ll receive your Energia Welcome pack within two weeks. In the meantime we will contact your old supplier to organise the switch over and they will send you your final bill. Within 8-10 weeks of your sign up you’ll receive your first Energia bill.

I signed up but haven’t received anything from Energia – what’s happening?

If you don’t receive a Registration Letter from us within a week of signing up, please get in touch. There may be an error in your contact details.

What is the Carbon Charge?

The Natural Gas Carbon Tax of €0.0037 per kWh (ex VAT) or €0.0042 (inc VAT) applies to all gas supplied in Ireland from the 1st May 2012. Certain exemptions may apply. The Carbon Tax is in accordance with the EU Energy Tax Directive and Schedule 1 of the Finance Bill 2010.

What is the PSO Levy?

This is the Public Service Obligation levy.This is charged to all electricity customers and relates to the purchase by ESB of electricity generated from renewable, sustainable or alternative forms. The levy is determined by the Commission for Energy Regulation. The PSO levy has been set at €5.90 ex VAT or €6.70 inc VAT per month from 1st October 2016.

What should I do if I smell gas at home?

  • Ensure all gas appliances are switched off
  • Don't smoke or use a naked flame
  • Don't switch anything electrical on or off. E.g. doorbells, switches or appliances
  • Open windows and doors to let the gas disperse
  • Check your appliances to see if the gas has been left on without being lit

If you've taken all these precautions and you still smell gas, you should turn off the gas at the meter and call the Bord Gáis 24-hour emergency number 1850 20 50 50.

What gas safety precautions should I take?

  • If undertaking alterations to your home which may affect the safety or efficiency of your gas installation, get the advice of a competent Registered Gas Technician. A list of Registered Gas Technicians in your area is available on the Register of Gas Installers of Ireland .
  • Never block a ventilator which is there to ensure a safe supply of air.
  • Gas boilers and appliances should be installed in accordance with Irish Standard 813: 2002 'Domestic Gas Installations', by a competent Registered Gas Technician.
  • Use appliances only for the purpose for which they were designed, i.e. do not use a cooker to heat a room.
  • Never use any gas appliance if you suspect it might be faulty. Have it checked.

Where can I find a Registered Gas Installer?

The Register of Gas Installers of Ireland has a full list of gas installers by area.  It is recommended that you contact at least three installers to compare cost.

How do I turn the gas off and back on?

When turning off the gas, you should first ensure that all gas appliances and pilot lights are switched off.  Next you need to turn off the safety shut off valve, which is normally located within your gas meter box, outside the house.  The valve is off when it is at right angles to the pipe.

To turn the gas back on, simply return the safety shut off valve to its original position, which is in line with the pipe.

If you have any difficulty reaching or turning the valve, you should contact Bord Gáis Networks on 1850 200 694.

What is Carbon Monoxide?

Carbon Monoxide is highly dangerous.  It is a colourless, odourless, and tasteless gas that can cause illness and even death.  Carbon Monoxide can be produced by the burning of fossil fuels, including by natural gas appliances, where there is poor ventilation and/or where the appliance is poorly installed, badly maintained or damaged.

For possible tell-tale signs of faulty equipment and for more information on carbon monoxide safety, please see www.carbonmonoxide.ie

What should I do if I smell gas?

If you smell gas, you should contact Bord Gáis Networks immediately on their 24-hour Emergency Line 1850 20 50 50.

What should I do if there is a power cut?

If your electricity goes off, you need to contact ESB Networks 24-hour Emergency Line on 1850 372 999.

What are the eligibility criteria for prepayment meters?

Before installing a prepayment meter in your home, we will work with you to ensure this is the best solution based on your circumstances.  The following criteria will apply:

  • You must show that you are experiencing difficulty paying account arrears due to financial hardship and consent to the installation
  • You cannot be critically dependent on electrically powered equipment
  • A 24 hour tariff must be in operation at the address
  • You must have easy access to the meter in your home for inputting credit
  • An authorised outlet should be easily accessible to purchase credit for the meter

If you do not meet the above criteria, for example you are critically dependent on electrically powered equipment; we will make every effort to find an alternative payment solution for you. 

Elderly customers are normally protected from having their supply cut off during the winter months.  However if the credit is not maintained on a prepayment meter, the supply will turn off until a sufficient top up is applied.

 

What are the advantages of a prepayment meter?

  • It allows you to pay for your energy as you use it
  • You will not receive a bill
  • Emergency credit may be available if you run out
  • It allows you to manage arrears while still receiving service

How does Gas Prepayment Work?

Buying a top up

  • Take your meter card to any Payzone outlet. A full list of approved outlets is available at www.payzone.ie.

payzone_logo.png

  • Give the shop assistant your card and money and they will process the top up.
  • We recommend you keep your receipts

Topping up the meter

  • After you purchase the top up insert the card to the meter.
  • The display will show the value of credit on the card
  • Press red button ‘A’ and the credit will be transferred to the meter (at this point any arrears deductions will be taken)

If you have lost your card, you can buy a new one at any Payzone outlet for a small charge.

Emergency Credit

If you run out of credit, you may be able to access emergency credit up to a limit of €5. Simply insert the card, if emergency credit is offered accept it by pressing the button ‘A’. This gives you time to get to an outlet and top up. If you allow the emergency credit to run out, your energy supply will automatically disconnect. The amount of emergency credit used will be deducted from the next top up.

How does Electricity Prepayment Work?

Buying a top up

  • Take your meter card to any Payzone, Post Office or Postpoint outlet.

payzone_logo.png AP_freefloatTAB_RGB.jpg Capture.PNG

  • You can top up with any amount from €5 to €100. Give the shop assistant your card and money and they will process the top up.
  • You’ll be given a receipt with your 20 digit Topup Code printed on it. You will need this when topping up your meter at home.

 

Topping up the meter

  • Press the * button on the keypad. The message KEYCODE will be displayed.
  • Enter your 20 digit Top-up Code as it appears on your receipt and press the # button. If you enter a digit incorrectly you can erase it by pressing *
  • Once you’ve entered the Top-up Code correctly and pressed #, it will display ACCEPTED on the screen.
  • The amount of electricity you have bought will then appear followed by the word ACCOUNT and then the total amount of credit you now have.

If you have lost your plastic card, please call us for a replacement.

Emergency Credit

When your credit reduces to €2 your meter will emit a low-volume warning sound for 2 minutes. Press 0 on your keypad to turn it off.  After you press the button to turn off the warning sound, you will automatically receive €5 Emergency Credit.

Friendly Credit

If your credit runs out after 4pm (5pm in summertime) on a weekday or anytime during the weekend, the supply will remain on until 9am (10am in the summertime) the next working day.

Your supply will also remain on until 9am the following day if the credit runs out during the following holidays; 1st January, 17th March, Christmas Eve, Christmas Day, St. Stephen’s Day & 31st December.

The amount of emergency or friendly credit used will be deducted from your next top up. 

What Tariffs are available with the Pay As You Go Meter?

The Standard Prepay Tariff is the same as our Standard Tariff. You are not charged anything additional for having a Pay As You Go Meter.

The Repayment Tariff is for customers who have agreed to repay a debt through their prepayment meter. This tariff will take a percentage of the credit purchased toward the debt and put the balance towards the daily standing charge and unit rate per kWh of gas or electricity used. A proportion of the credit purchased will ALWAYS be left for your gas and/or electricity usage.

See our tariffs section for a breakdown of charges. We will notify customers in advance of any changes to our standard rates.

Important: it is advisable to top up your card during the summer months to ensure the daily standing charge does not build up.

What about the money I owe?

By switching to a Pay As You Go Meter you are also ensuring you can gradually pay off any outstanding payments on your account. With each top up, 25% will go towards your outstanding balance until the balance is clear with the remainder loaded on to your meter. We will notify you when the balance has been paid in full.

We will send you a minimum of one and a maximum of four statements of account each year.  

Important Information on Standing Charges

Please ensure you have enough credit on your meter at all times. It is useful to note that if the meter is left with no credit the standing charge will still be applied. This means the next time you key in a top up; deductions for any standing charge balance will be taken.

What if I am experiencing technical problems?

If you experience any technical problems with your meter please contact ESB Networks or Gas Networks Ireland directly.

ESB Networks 24 hour Emergency Line: 1850 372 999.

Gas Networks Ireland 24 hour Emergency Line: 1850 20 50 50

What if I am moving home?

If you are moving house, please call 1850 405 405. We would advise to top up smaller amounts prior to any home move. 

How do I contact Energia RE my prepayment meter?

If you have any queries regarding prepayment meters or our Code of Practice, please get in touch.

Send us an online enquiry at www.energia.ie

Write to us at Energia, PO Box 12380, Dublin 2

Email    homeenquiries@energia.ie

Give us a call on 1850 405 405


Back to Top