Our systems are undergoing planned maintenance on Saturday 17th May. Unfortunately, during this time, you won't be able to access your online account. Apologies for any inconvenience caused.
Learn more about our Smart Pay As You Go service below.
Smart-Pay-As-You-Go (SPAYG) is a PAYG service enabled through your ESBN smart meter. It allows customers to manage electricity costs and is offered to those in financial hardship to avoid disconnection.
Yes, vulnerable, and elderly customers who are not on pay as you go will not be disconnected during winter months (November - March). However, if a vulnerable customer opts for SPAYG and it is suitable, their supply will disconnect if a debit balance is not maintained, regardless of the time of year.
SPAYG is a prepayment service enabled by a smart meter, facilitating remote disconnection and reconnection based on your credit balance.
We will receive details of your usage each night from ESB Networks and use this along with your top up amount to calculate your midnight balance.
You can choose to receive daily or weekly communications from us. These communications will include an estimate of how many days credit you have remaining.
To keep your electricity supply on, you should aim to keep your balance in credit by purchasing top ups either online or at a payzone outlet.
If your credit runs out, your electricity supply may be off until you top up enough to bring the account back into credit.
Please note if your supply is deenergised then it can take up to 1hour and 15 mins from you top up to have your electricity supply put back on again. Therefore we would encourage you to top up regularly to keep your account in credit.
When you purchase a top up, a percentage will be deducted and used as payment towards the debt which had accrued on your account before the smart pay as you go was set up. We will issue you with quarterly and annual statements to keep you updated on the debt balance.
Once you top-up to bring your account into credit your meter will be remotely reconnected within 1 hour and 15 minutes. (Unfortunately, this is not instant)
For health and safety, we recommend that you ensure electrical appliances are switched off prior to reconnection. We are unable to accept any responsibility for any damage or harm caused either directly, or indirectly, because of the electricity supply reconnecting.
If a reconnection cannot be carried out remotely, you will receive a call from an (021) number to arrange a visit. The call is required to ensure that access is possible, and an adult will be present at the property.
If your credit runs out after 4pm (5pm in summertime) on a weekday or during weekends, the supply will remain on until at least 9am (10am in summertime) the next working day, with exceptions on certain holidays.
You will receive alerts through your chosen contact method if you are at risk of disconnection, if your top-up is insufficient, to confirm your balance and days of credit remaining, to thank you for your payment, and to confirm supply reconnection.
Ensure you have enough credit on your meter, a daily standing charges will still be applied even if the meter has no credit. Energia’s standard SPAYG rates will apply, and tariff details are available on our website.
Yes, if you use MABS (Money Advice and Budgeting Service) or other advice agencies, and would like us to communication with them on your behalf we can do so.
The Commission for Regulation of Utilities (CRU) has systems in place to protect vulnerable customers. You can review our vulnerable customer code of practice here (insert link to vulnerable COP on website)
