Customer support

You may need to request fieldwork if you need:

• A meter reconnection or disconnection
• A meter check-up or meter change

These services help make sure your electricity or gas supply is safe and working properly.

Fieldwork is carried out by ESB Networks (for electricity) and Gas Networks Ireland (for gas). If you experience a supply issue or need help with your meter, you’ll need to contact them directly.

Visit Energia’s Faults & Emergencies page for contact details and more information.

If you think fieldwork is needed (like a meter check, reconnection, or disconnection), here’s what to do:

1. Call Energia to discuss your situation
2. Choose a date and time that suits you during the call
3. ​​​Energia will send your request and contact details to ESB Networks (for electricity) or Gas Networks Ireland (for gas). You won’t get a confirmation from them, but don’t worry , your request will be received.
4. A technician will visit your home to carry out the work

If you’re getting a smart meter installed, contact us afterwards to explore our smart plans and tariffs. Once the fieldwork is done, there’s nothing else you need to do.

Contact Energia to get started.

• ESBN technicians work from 9am to 5pm
• GNI technicians work from 8am to 5pm.

• ESBN on 1800 37 27 57. Make sure to have your Meter Point Reference Number (MPRN) ready.
  
  Gas Networks Ireland
  For queries about your gas meter, call GNI on 1800 46 44 64. Make sure to have your Gas Point Reference Number (GPRN) ready.

You can book a gas boiler service online through our Smart Home Store. Payment can be made by debit or credit card at the time of booking.

Book a gas boiler service online now.

Visit our Gas Boiler Service page if you are looking for more information.

You should have your boiler serviced once a year to make sure it’s running safely and efficiently. This is recommended by appliance manufacturers and the Sustainable Energy Authority of Ireland (SEAI).

Energia can also schedule a return appointment for next year and will contact you when your next service is due.

Check out our blog and learn how to tell if your boiler needs servicing.

No, you don’t. We’re happy to service your gas boiler even if you’re not an Energia customer.

Book your boiler service online now.

1. Check boiler location (is it suitable?)
2. Check boiler for visual damage
3. Check appliance for correct operation
4. Check for correct ventilation as appropriate
5. Soundness test passed
6. Check for flue spillage where appropriate
7. Check flue condition, routing and terminal location
8. Check condensate drainage system (condensing boilers only)
9. Check appliance clearance from combustible materials
10. Cold Check Effectiveness of flue
11. Check main burner and clean as necessary
12. Check pilot burner and probes/cables and clean as necessary
13. Check heat exchanger and clean as necessary
14. Check/adjust and record main burner pressure (as per manufacturer's instructions)
15. Check operation of flame sensing control
16. Check effectiveness of flue with boiler running
17. Check for gas soundness of appliance with boiler running
18. Check for electrical isolation and correct 3-amp fuse is fitted
19. Inspect electrical wiring for damage and correct connection to appliance
20. Check operation of boiler thermostat
21. Check Operation of low water pressure control (where appropriate)
22. Check system pressure (as per manufacturer's instructions)
23. Check expansion vessel (where required)
24. Check flue guard is fitted (where required)
25. Check for flue spillage (where appropriate)
26. Check correct boiler operation including consumer controls (time clock, zone valves, thermostats)
27. Appliance conforms to I.S.813.2002
28. Boiler Combustion Efficiency Test Results

Appointments are available Monday to Friday, and also on Saturday mornings.

You’ll be given either a:

• Morning slot: between 9am and 1pm, or
• Afternoon slot: between 1pm and 5pm.

Important to know:

• Please make sure someone is home and can give access during the full appointment window.
• If the engineer can’t get in, there’s a €30 call-out charge.
• The engineer will:

- Wait 10 minutes in case you’re running late.
- Leave a card with the time they called and a number to rearrange your appointment.

If you smell gas, follow these steps straight away:

Do this first:

• Turn off all gas appliances.
• Don’t smoke or use matches, candles, or any naked flames.
• Don't switch anything electrical on or off, that includes doorbells, lights, or appliances.
• Open windows and doors to let fresh air in.
• Check if any appliance has been left on without being lit.

Still smell gas?

• Turn off the gas at the meter.
• Call the Bord Gáis 24-hour emergency number: 1800 20 50 50.

To turn the gas off:

• Make sure all gas appliances and pilot lights are switched off.
• Find the safety shut-off valve, it’s usually in your gas meter box outside your home.
• Turn the valve so it’s at a right angle to the pipe, this means the gas is off.

To turn the gas back on:

• Turn the valve back to its original position, so it’s in line with the pipe.

Need help?

• If you can’t reach or turn the valve, call Bord Gáis Networks on 1800 200 694.

Here are some simple steps to help keep your home safe:

• Planning home changes?

If you're making changes that might affect your gas system, get advice from a Registered Gas Technician. You can find one on the RGI website.

• Keep vents clear

Never block a ventilator, it’s there to make sure your gas appliances get enough air to work safely.

• Use a qualified installer

Gas boilers and appliances should be installed by a Registered Gas Technician, following Irish Standard 813:2002 Domestic Gas Installations.

• Use appliances properly

Only use gas appliances for what they’re made for, for example, don’t use a cooker to heat a room.

• Check for faults

If you think a gas appliance might be faulty, don’t use it. Get it checked by a professional.

Carbon Monoxide (CO) is a very dangerous gas.

It’s:

• Colourless, you can’t see it
• Odourless, you can’t smell it
• Tasteless, you can’t detect it by taste

Breathing it in can cause serious illness or even death.

Where does it come from?
Carbon Monoxide can be produced when fossil fuels like natural gas are burned.

It’s most likely to build up when:

• Appliances are poorly installed, damaged, or not maintained
• There’s not enough ventilation in the room

Want to know more?
Visit https://www.carbonmonoxide.ie for signs of faulty equipment and more safety advice.

You can find a list of Registered Gas Installers in your area on the RGI website.

Tip:
It’s a good idea to contact at least three installers so you can compare prices and services.

Meters are being replaced with smart meters to help future-proof Irish homes and deliver benefits for:

You (the customer):

• No more estimated bills, smart meters send automatic readings.
• You’ll get clear, up-to-date information about your energy use.
• This helps you choose the best tariff and manage your bills more easily.
• Smart meters also give you access to new products and services.

The environment:

• Smart meters encourage energy efficiency.
• They support the use of more renewable energy.
• This helps reduce CO₂ emissions and Ireland’s reliance on fossil fuels.

The economy:

• Smart meters help manage energy demand more efficiently.
• This supports a more stable and cost-effective energy system.

Want to learn more? Check out our Guide to Smart Meters for everything you need to know.

Yes. All data from your smart meter is:

• Encrypted, so it’s protected from unauthorised access.
• Securely stored in a central system called the Meter Data Management System (MDMS), which is operated by ESB Networks.

ESB Networks follows strict data protection rules to keep your personal information safe.

For more information, visit the ESB Smart meters and data page.

If you rely on medical equipment, it’s important to register with us as a vulnerable customer. This gives you extra protections, including protection from disconnection during the winter months. Disconnection can still happen in summer.

How to register:

• Fill out our Vulnerable Customer Registration Form
• Once registered, we’ll share your details with ESB Networks or Gas Networks Ireland so they know not to disconnect your supply during winter

If you’re aged 66 or over, you can register with us as a Vulnerable Customer. This protects you from having your electricity or gas supply disconnected during the winter months (1st November to 31st March).

How to register:

• Fill out our Vulnerable Customer Registration Form.
• Once registered, you’ll be added to the Special Services Register with ESB Networks or Gas Networks Ireland.
• They guarantee your supply will not be disconnected during winter.

According to the Commission for Regulation of Utilities (CRU), a Vulnerable Customer is defined as a person who is:

Critically dependent on electrically powered equipment. This includes (but is not limited to) life protecting devices, assistive technologies to support independent living and medical equipment, or

Particularly vulnerable to disconnection during winter months for reasons of advanced age or physical, sensory, intellectual or mental health.

Energia contacts customers about billing, payments, meter readings, account administration and customer support. Criminals may attempt to imitate these communications, or customers may notice other activity that does not appear consistent with normal Energia interactions.

This FAQ section explains how to recognise suspicious messages or other unusual activity, and what to do if you notice something that does not appear genuine.

Be cautious of messages that claim to be from Energia and:

• Ask for urgent payment or threaten disconnection
• Request bank or payment details
• Include unexpected links or attachments
• Ask you to log in to “verify” your account on a non Energia website
• Do not match recent activity on your account or usual Energia communications

Suspicious activity may relate to emails, text messages, phone calls, or unexpected account-related behaviour.

• Check the sender’s email address or phone number
• Consider whether the message or activity aligns with a bill or service update you were expecting
• Avoid clicking links in unexpected messages
• Access your account directly via energia.ie or MyAccount

Energia will not:

• Request full bank or card details by email or text
• Ask for passwords or security codes
• Request urgent payment instructions solely by email
• Ask you to install software or provide remote access
• Request payment via vouchers or gift cards

If a something does not appear genuine:

1. Do not reply or click any links
2. Do not share personal or financial information
3. Report the issue to Energia
4. Delete any message received once reported

You can report suspected suspicious messages or unusual account-related activity using any of the following:

Online: Report using Customer Support email or forms
Phone: Contact our customer support team