I think my reading is too low
Send us an up-to date meter reading , so you’re only paying for the energy you’ve used.
I think my reading is too high
Send us an up-to-date meter reading, and if you’ve overpaid for your energy usage, you could be eligible for a refund. Please contact us on Live Chat - we’re open Monday to Friday 8am-8pm, Saturday 9am-5pm. Alternatively, you could use the credit to pay future bills.
Your energy usage can take a few weeks to show on your smart meter. Update your settings in youronline account or theapp so that your meter sends us half-hourly readings. This can help you keep track of your costs more easily and see where you could use energy less.
I’m having trouble accessing my new account
If you have trouble accessing your new account, try resetting your password on the login page first. And if that doesn’t work, please contact us on Live Chat - we’re open Monday to Friday 8am-8pm, Saturday 9am-5pm.
Will my smart meter work on the new system?
Yes, moving onto our new system won’t have any impact on smart meters. If your smart meter was working correctly before the switch, it’ll continue to work afterwards.
Why can’t I see all my details in my new account?
It may take up to 2 weeks to transfer your information when we move you across to our new system.
