Coronavirus (COVID-19)

This page will be regularly updated with important information related to our response to coronavirus and information related to your domestic energy supply

We’re all living in pretty unusual times right now.  We are closely watching and following the government’s latest guidance on COVID-19/coronavirus 

 

Pay as You Go - Updated 31/03/2020 

Help for Pay as You Go Customers

We’re keeping a close eye on the government’s advice regarding Coronavirus and want to make sure that you have a constant supply of energy, even if you’re unable to go to the shop to top up yourself. If you are struggling to pay and are concerned about any debt building up during the pandemic please get in touch by calling 0345 555 7100 - flexible options will be available. We are here to support you through this. 

 

For customers on the Priority Service Register with key/card meters 

As of Monday, 30th March 2020 all customers on this list have been sent new cards/keys with £40 emergency credit for each energy to use if they are self-isolating and are unable to send anybody to top-up for them. This will keep you on energy supply. 

 

For customers with PAYG key/card meters (not smart meters)

To support our Pay as You Go (PAYG) customers during the coronavirus pandemic, we’ve taken the decision to increase the amount of emergency credit on your key and/or card meter from £5 to £50. This £45 increase will enable you to keep your energy supplies on if you have to self-isolate, are unable to visit a retailer yourself, or have no friends or family who can do it on your behalf.

Due to industry wide system limitations this may take up to four weeks to complete for our entire PAYG key and card database, during this time you will need to continue topping up your card/key once a week as the message will be picked up in the background. It is important that you top up between 3 and 5 top ups over the next 4 weeks at the same retailer to enable this emergency credit to reach your meter. This can be as little as £1 per card/key each time on separate days. Between your 3rd and 5th top up – your meter will be automatically updated with your additional emergency credit. We recommend checking from the 3rd top-up onwards, you can easily do this by following the below steps:

  • For gas – Insert your gas card into your meter and press the A button, scroll to display 02 – this will show you how much available emergency credit you have.
  • For electricity - Insert your electricity key into your meter and scroll through on display R until you see a display of your available emergency credit.

For more advice on your prepayment meter please see our user-friendly self-help guides here – https://www.ecotricity.co.uk/customer-service/pay-as-you-go-customers

IMPORTANT: Please do not use the full £50 emergency credit or your meter will go off supply.  Please top up before £50. If your meter goes off supply, you will need to make a top up big enough to cover the £50 credit, any standing charges and other repayments that may have built up in emergency credit - before you will receive any energy. This is an industry wide system limitation - which people with other energy suppliers would experience too. 

 

For PAYG smart meter customers 

To support those with Smart PAYG meters, we have extended our friendly credit hours. If you run out of credit in these hours, you will not go off-supply. Mon- Fri 3pm-10am. Weekend – 3pm Fri to 10am Mon.   

Smart meter customers will also be able to top-up their meters as normal, either online or by calling us in office hours - You can top up by calling our 24 hour automated payment line on 0345 812 4444, or if you need help call the contact centre on 0345 812 5555.

 

Some other commonly asked questions

I’m off supply/I have an emergency

Get in touch with us to discuss how we can help you – please call 0345 555 7 100 between 8:30am and 6pm Monday to Friday, 9am and 5pm Saturday and between 9:00am and 5pm on a Sunday please call 01453 373033. 

Outside of our working hours you’ll need to call your local Distribution Company or Gas Network. You’ll find their numbers on your bill, or below:

I can smell gas or suspect a gas leak

If you smell gas call the National Gas Emergency Service on 0800 111 999.

Don't call from a mobile as this may ignite a spark. Go outside or use a neighbour's phone. Visit the Gas Leaks and Loss of Supply page to deal with a suspected gas leak safely.

 

My question isn’t urgent, but I need an answer or some help

It would be incredibly helpful if you would email us, so we can deal with customers who need us the most. We have stepped up our email customer service team, so please message home@ecotricity.co.uk and the team will get back to you as soon as possible. Many answers can also be found at  https://www.ecotricity.co.uk/customer-service