Billing FAQs
Information for Keypad customers
From 11 November, when you buy a top-up you will receive a 40 to 60 digit price change code. Please enter the full code into your meter. If you're experiencing issues topping up, please email us. Our customer care team are responding to emails 9am to 8pm during the weekday and 9am to 1pm over the weekend.
Since suppliers have made a voluntary commitment to the Energy Charter, there is every reason to believe they will act in accordance with it.
We will nevertheless monitor their behaviour to ensure they honour the commitments they have made and will be in contact touch with suppliers during the Winter period. We will also meet with suppliers at the end of the period to discuss the customer impacts.