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Dear Customers: you’ll notice your online account has a new look and feel. We hope you like it!

We're here to help.



During this period of uncertainty, we would like to reassure you that we are doing all we can to meet our customer needs, particularly those who are vulnerable or suffering financially. We are working with reduced staffing levels in our call centre, so please only call us if you are vulnerable or have an urgent query.

Click here to register or log into Energy Online, where you can view your bills, payments and meter readings. Or if you need to contact us, send an online query here.

Please find answers to our most frequently asked questions below.

Keep up to date with all of our latest developements on our social channels -  FacebookInstagramTwitter and LinkedIn.

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Energia Help Hub



 


 

General & How to Contact Us FAQs:

 



 

Billing & Meter Reads FAQs:

 

 


 

Prepay Customer FAQs:





 

Paying Your Bill FAQs:

 



 

COVID-19 Frequently Asked Questions

Is Energia prepared for the impact of COVID-19?


Yes, Energia are operating as normal and have plans in place to mitigate any impact of COVID-19 on our business and services provided to customers.  

I have a prepayment meter, how can I top up?

As the COVID-19 situation develops, we would encourage you to continue to top up your meter as normal and ensure you have enough credit to cover any period when you may be isolated at home.
 
Electricity Prepayment Meter
If you need to top up your meter and cant visit your normal outlet, please fill out our web form and we’ll call you to take payment over the phone and issue a top up code.

Electricity meters will continue to have €10.00 emergency credit.
 
Gas Prepayment Meter
If you have a gas prepayment meter, unfortunately there is no way for us to remotely apply credit to your meter. However, if you have vended since 18 March then your emergency credit value should have increased to €100.00. If your credit has not increased, please contact a member of the Energia customer care team.

Please remember that any emergency credit used will be deducted from future top ups. For more information on using your gas emergency credit, please visit Gas Networks website using the below link:  

https://www.gasnetworks.ie/home/gas-meter/prepay-meter/
 

Will Energia close their offices as a result of COVID-19?


Our offices are open as normal, although we will continue to monitor and adhere to Government advice. We will keep our website updated with the latest information on our service.

I’m worried about paying my energy bills.


We understand these are difficult times so please don’t worry.
 
If you are struggling to pay your energy bill, it's important you contact us to discuss your payment options. We would encourage you to contact Energia Customer Care here to speak to someone (select 'Struggling to Pay' from drop down). 
 
Rest assured, our team will adopt a sympathetic and cooperative approach, taking your personal circumstances into account to finding a suitable payment arrangement.

If I have a query on my bill how do I contact you?

 
We are currently operating as normal and do not envisage any interruptions to your energy supply.

As the situation develops, over the coming weeks we may have to reduce the number of people in our offices. Therefore it may take longer to get through on our telephone lines. So, I would encourage you to check that you can access your Energia Online account, where you can view bills and submit meter readings. Click here to log into Energy Online.

 

The Bank of Ireland branch I normally pay through is closed?

Click here to make a payment to your account.
 
If you are having difficulty paying your bill, or would like to set up a direct debit, please click here to contact us. A member of our Payment & Account Resolutions team will respond and discuss payment options with you.
 
Bank of Ireland will keep their website updated with the latest information on their service.

Alternatively you can use Energia Fast Pay to make an advance payment online towards your bill.

I have received a letter to say my monthly direct debit is increasing and I can't afford the new amount?

Fix Pay helps to budget for your energy by spreading the cost throughout the year. We will review the monthly direct debit amount at least once a year and write to you if the amount needs to be put up or down. The direct debit amount would only be changed to reflect the amount of electricity/gas you are using. These reviews help to ensure that you do not accrue a balance on your account.
 
If you cannot afford the new direct debit amount, we will work with you to agree the most appropriate payment option. Please contact our Payment & Account Resolutions team by clicking here to send an online message.
 
Unfortunately we can not change a direct debit payment that is due to be taken within the next 7 days, so we would encourage you to contact us at the earliest opportunity if you are concerned about paying for your energy.

Will my local Post Office stay open for me to top up my prepayment meter?

An Post is seen as an essential service, however a small number of their branches have closed.
Please visit https://www.anpost.com/Coronavirus for the latest updates on their services.
 
You can top your meter up at any Payzone, Post Office or Postpoint outlet.
  
As the COVID-19 situation develops, we would encourage you to continue to top up your meter as normal and ensure you have enough credit to cover any period when you may be isolated at home.

If you are not able to top up your electricity meter due to self-isolation, please click here to contact us and we will call you to take a payment for a top up over the phone, or we can issue a top up code via email.

If you have a gas prepayment meter, unfortunately there is no way for us to remotely apply credit to your meter. However, if you have vended since 18 March then your emergency credit value should have increased to €100.00. If your credit has not increased, please contact a member of the Energia customer care team.

Please remember that any emergency credit used will be deducted from future top ups. For more information on using your gas emergency credit, please visit Gas Networks website using the below link:  

https://www.gasnetworks.ie/home/gas-meter/prepay-meter/
 

Will our electricity / gas supply be impacted by COVID-19?

No, your supply won’t be disrupted as a result of COVID-19. Keeping our customers on supply is our main priority and we have suspended any planned disconnections.

As always, if you experience an interruption to your electricity or gas supply, please contact the Network directly using the contact details below:

If you smell gas contact:

- Gas Networks Ireland's 24-hour Emergency Line: 1850 20 50 50 

- ESB Networks 24-hour Emergency Line for electricity faults: 1850 372 999

Will you still be able to get meter readings for my bills?


ESB Networks and Gas Networks Ireland are unable to visit and take meter readings due to the current lockdown.

You can submit meter readings through your Energy Online account. We will send you a reminder when it’s time to provide your meter reading.

If we don’t have an accurate reading, Networks will provide us with an estimate to use on your bill.

 

I am a vulnerable customer and worried about power failures. What should I do?

Your supply won’t be disrupted as a result of COVID-19. 

If you have not already done so, you can register as a vulnerable customer. Further information and a copy of our Vulnerable Customer Code of Practice is available here.

As always, if you experience an interruption to your electricity or gas supply, please contact the Network directly using the contact details below:

If you smell gas contact:

- Gas Networks Ireland's 24-hour Emergency Line: 1850 20 50 50

- ESB Networks 24-hour Emergency Line for electricity faults: 1850 372 999

Need more help?

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