Help and advice
If you put money on your key but your meter won’t accept it trying cleaning it and re-insert it. If it works, great :-) If it doesn't please continue...
If you have no electricity because your meter is faulty please tell us as soon as you can and we’ll arrange for an engineer to come out to you. You can reach us on 0345 555 7 400 between 8:00am and 8:00pm (Monday to Friday), 9:00am – 5:00pm (Saturday), and we’ll aim to have someone with you as soon as possible to get you back on supply.
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:
What happens if I have a problem or need to contact someone out of hours?
We're here between 8:00am and 8:00pm (Monday to Friday), 9:00am and 5:00pm (Saturday).
In addition, if you're off supply on Sundays and Bank Holidays between 9:00am and 5:00pm, please call our emergency team on 01453 373 033.
If you smell gas or suspect you have a gas leak, please call 0800 111 999.
For more information about loss of supply you can visit the power cuts section of our website.
Protect yourself from fraud
If someone knocks on your door offering to sell you credit for your meter, don’t buy it. It’s a scam. Only buy credit for your Pay As You Go meter from official outlets, such as the Post Office, PayPoint or Payzone, or you’ll end up paying twice.
If you know anyone illegally selling electricity meter top-ups, contact Crimestoppers anonymously on 0800 555 111.
If you're paying off existing debts and you can pay your weekly debt repayment quicker, please call us and we’ll arrange to amend your payments.
If you need help or advice managing your money please contact your local Citizens Advice Scotland or Citizens Advice. You could also contact a debt counselling service or money advice agency (see below).
- Advice UK - 0207 408 4070
- National Debtline - 0808 808 4000
- Scottish Debtline - 0800 138 3328
- StepChange Debt Charity - 0800 138 1111
- How to contact your Regional Distribution Company
Switching suppliers with existing debt
Energy suppliers can stop customers from switching to another supplier if they owe them money until their debt is paid. This is called debt blocking and it applies to accounts with debts 28 days or older.
The Debt Assignment Protocol (DAP) was introduced to help prepayment meter customers switch suppliers, even if their account is in debt, giving them access to cheaper tariffs.
DAP works by transferring the debt to their new supplier. The maximum amount a consumer can carry over to Ecotricity is £200. Other suppliers may accept up to £500.
What happens when a supplier stops a customer switching away from them because of debt?
The supplier will write to the customer to:
- Make it clear why they are objecting to the switch
- Tell the customer how they can dispute or resolve the objection. The letter will explain steps the customer needs to take to successfully switch, including information about the Debt Assignment Protocol (DAP) process
- Offer debt, tariff and energy efficiency advice to the customer at the point of objecting.
Can a customer make use of the Debt Assignment Protocol (DAP) if the debt is a supplier error?
Suppliers can't stop a customer from switching if the debt is a supplier error. For example, if the supplier has taken incorrect meter readings or made errors in billing the customer.
Will a customer have to continue using their Pay As You Go meter after switching via the Debt Assignment Protocol (DAP)?
Yes. Once a customer has switched supplier under the DAP they’ll have to remain on a Pay As You Go meter until their debt is paid off.
Can standard meter customers switch away if they're in debt to their current supplier?
The Debt Assignment Protocol (DAP) process only applies to Pay As You Go customers. If a credit meter customer is in debt to their energy supplier, but wants to switch, they should contact their current supplier as soon as possible to arrange an affordable repayment plan.