
Customer support
Top questions
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.
- Reconnection
- Disconnection
- Meter change
- Meter check up.
- Call Energia to discuss if fieldwork is needed
- Select a date and time that works for you on the call
- Energia will send your appointment request and contact details to ESBN or GNI (you will not receive a confirmation from ESBN/GNI but don't worry as your request will be received)
- ESBN or GNI will call out to your home to complete the work.
Please note that:
- ESBN technicians work from 9am to 5pm
- GNI technicians work from 8am to 5pm.
ESB Networks
For queries about your electricity meter, call 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 (MPRN) ready.
We can also schedule a return appointment for next year and will contact you to arrange your boiler servicing when it is due.
- Check boiler location (is it suitable?)
- Check boiler for visual damage
- Check appliance for correct operation
- Check for correct ventilation as appropriate
- Soundness test passed
- Check for flue spillage where appropriate
- Check flue condition, routing and terminal location
- Check condensate drainage system (condensing boilers only)
- Check appliance clearance from combustible materials
- Cold Check Effectiveness of flue
- Check main burner and clean as necessary
- Check pilot burner and probes/cables and clean as necessary
- Check heat exchanger and clean as necessary
- Check/adjust and record main burner pressure (as per manufacturer's instructions)
- Check operation of flame sensing control
- Check effectiveness of flue with boiler running
- Check for gas soundness of appliance with boiler running
- Check for electrical isolation and correct 3-amp fuse is fitted
- Inspect electrical wiring for damage and correct connection to appliance
- Check operation of boiler thermostat
- Check Operation of low water pressure control (where appropriate)
- Check system pressure (as per manufacturer's instructions)
- Check expansion vessel (where required)
- Check flue guard is fitted (where required)
- Check for flue spillage (where appropriate)
- Check correct boiler operation including consumer controls (time clock, zone valves, thermostats)
- Appliance conforms to I.S.813.2002
- Boiler Combustion Efficiency Test Results
It is important that access to the property is available for the duration of the appointment if required. If the engineer can’t gain access, there will be a call-out charge of €30. He will leave a card behind to let you know what time he called and the number you should call for a new appointment. The engineer will always wait ten minutes at your home in case you have been delayed.
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 1800 200 694.
- 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.
For possible tell-tale signs of faulty equipment and for more information on carbon monoxide safety, please see www.carbonmonoxide.ie.
- 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 1800 20 50 50.
Meters are being replaced to future proof Irish homes and provide multiple benefits.
For the consumer:
Smart meters will replace older mechanical meters. When fully functioning, smart meters will bring benefits to the consumer, the environment and the economy. With smart meters, there will be no need for estimated bills. You will be able to access the information you need to make more informed choices about your consumption and tariffs. Accurate information about energy usage across the day will allow you to manage your bills with greater accuracy. In summary, smart meters will improve consumer experience, customer choice and the range of products and services available to our customers.
For the environment:
The environment will benefit because smart metering will encourage energy efficiency, enabling an increase in renewable power on the electricity system. The upgrade programme will help to reduce CO2 emissions thus lowering Ireland’s costly dependency on fossil fuel imports.
For the economy:
The economy will benefit because using smart meters will help us to more efficiently manage energy flow during periods of high demand.
ESB Networks confirm this information on their own website here.
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 Gas Networks Ireland as a high priority customer to ensure you never lose power.
Alternatively you can contact our Customer Care team to request these services on 0818 405 405.
Alternatively you can contact our Customer Care team to request these services on 0818 405 405.
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.
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