Find the best way to get the answers you need
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- Email us
- Call us
Every week we receive around 10,000 calls and emails from our customers. We've taken some of the most commonly asked questions and listed them below, to help you find the answer you may need.
If you can’t find what you're looking for, our Help & Support section has lots more info and advice.
Your most commonly asked questions
Customers using Energy Online who pay by Quarterly Direct Debit receive 4.5% discount off our standard unit rate, up to £46 per year (£11.50 per quarter) Customers using Energy Online who pay by Monthly Direct Debit receive 6% discount off our standard unit rate, up to £60 per year (£15 per quarter). This is our best deal!Read More
The optimal browser compatible with Energy Online is IE 8, Chrome 25 or above and Firefox 27 or above.Read More
In the 'My Details' section, you will find the change email option. Here you can update the email address used to serve your account.Read More
If you would like to chat to an advisor online you can use our 'Live Chat' option by clicking on the pink button in the bottom right hand corner of your screen.You will be connected to a member of our customer care team to help you with your enquiry.
Our Live Chat service is available Monday to Friday 9am - 5pm. Outside of these times you can send us an online enquiry using the 'Email us' tab above.
To get in touch with us, you can send us an email using the form below and we will aim to respond to you within two working days.
Alternatively our Live Chat service is available Monday to Friday 9am - 5pm. Outside of these times you can use the handy Help & Support section to find answers to commonly asked questions.
If you need to speak to someone about your account you can chat to an advisor by calling us on
03457 455 455
We're here Monday to Friday 8am - 7pm
Are you experiencing a loss of power supply?
You'll need to contact Northern Ireland Electricity Networks (this is a different company to Power NI) the number to call is: 03457 643 643
Calls to 03457 numbers cost no more than local and UK landlines & are often included in free minutes. Calls recorded."