If you have a prepayment meter

What happens if I can’t go out to top up my prepayment meter?

If you’re self-isolating, where possible arrange for a friend/family member to top-up your key or card for you, if it is safe to do so. If this is not possible, please call our dedicated Prepayment line on 0333 200 5110(1) and our team will support you.

If you’re self-isolating, you may use more energy than normal. Read our energy efficiency advice.

Please keep an eye on your balance and try to stay topped up on credit, as we want to ensure you don't have any short-term supply interruptions. If you can, consider topping up more than you normally would to make sure you don’t run out of credit.

We also operate a friendly, non-disconnection policy on most meters. So if you run out of credit after 6pm your electricity will not go off until 9am the next day. This operates from 6pm to 9am Monday to Friday, 6pm on Saturday and any time on a Sunday or Bank Holiday, until 9am the next day.

How can I top-up?

Top-up over the counter at your local PayzonePost Office or PayPoint. You have access to over 50,000 locations across the UK – please consider you might need to travel a little bit further if one is closed.

 

I'm struggling to pay my bill. What can I do?

For customers who face financial difficulties, we have developed a package of measures to help. We've also welcomed the government’s recent announcement of help for individuals and businesses facing financial difficulties due to COVID-19.

If you are seriously affected by the crisis we may be able to offer additional help, such as a payment plan. This will be judged on a case-by-case basis, please contact our dedicated prepayment line on 0333 200 5110(1).

Get more help and advice about prepayment meters

 

 

I have a prepayment meter but won’t be able to recharge it. How can you help me?

For many years we have allocated money to a ‘hardship fund’ for those customers most in need. In the light of the current crisis, we will use those funds specifically for our prepayment customers who are struggling to keep their meters charged. If you’re at risk of losing your energy supply, please call our dedicated Prepayment line on 0333 200 5110(1) and our team will support you to maintain supply.

Please be aware that we need to prioritise answering urgent enquiries from customers who are vulnerable or have a risk to their electricity or gas supply.

If you have a Pay As You Go smart meter

My Pay As You Go smart meter stopped working and I can’t top up.

If you are self-isolating, top up quickly and easily via MyAccount. You can also set up automatic top-up from your chosen debit or credit card. Set up ‘low balance alerts’ to remind you to top-up when you have £5 remaining. Alternatively, call our automated phone line on 0333 200 5108(1).

If it's not possible, please call our dedicated Prepayment line on 0333 200 5110(1) for support. 

If you need to top-up over the counter you can do this at your local PayPoint. You have access to over 28,000 locations across the UK – please consider you might need to travel a little bit further if one is closed.

I'm struggling to pay my bill. What can I do?

If you've been impacted by COVID-19, and this means that you have trouble paying, please contact our dedicated prepayment line on 0333 200 5110(1).

Get more help and advice about prepayment meters. 

 

 

General FAQs for all our customers

Will the Coronavirus (Covid-19) have any impact on the gas and electricity supply to my home or business?

As the UK’s largest generator of low-carbon electricity we have a critical role to play in keeping the lights and heating on.

We have detailed plans in place to ensure that we continue to deliver power and services to our customers and partners. The steps we have taken will minimise risks to all of us. These steps are specifically designed to ensure we can safely continue to supply energy to the grid and our millions of customers.

What happens if I have a gas leak or power failure?

If you smell gas, think you have a gas leak or have any concerns regarding carbon monoxide, immediately open all windows and doors, extinguish any naked flames then call the Gas Emergency Services free on 0800 111 999.

Your electricity network distributor looks after your electricity supply. If there’s an electrical emergency or power outage at your home, simply call 105 from your mobile or landline.

Someone's due to visit my home or business to install a smart meter – what will happen?

Our main concern is for the health and safety of our customers and our team. Due to the ongoing efforts to minimise the risk of COVID-19, we've taken the decision to postpone all home visits and will not be able to offer any new smart meter appointments.

We are very sorry for any inconvenience this has caused, and would like to reassure you that we are doing everything we can to support our customers during this uncertain time.

Someone's due to visit my home or business to read or change my meter – what will happen?

Our main concern is for the health and safety of our customers and our team. Due to the ongoing efforts to minimise the risk of COVID-19, we've made the difficult decision to postpone all home and business meter read visits. For any postponed appointments we will be in touch to arrange a new visit when it is safe to do so.

We are very sorry for any inconvenience this has caused, and would like to reassure you that we are doing everything we can to support our customers during this uncertain time.

General FAQs for all our residential, and small and medium (SME) business customers

Is there extra help for vulnerable customers?

The health and well-being of our customers is our top priority. We need to prioritise answering urgent enquiries from customers who are vulnerable or have risk to their electricity and gas supply. If you need to get in touch, but it's not urgent, you may find it's quicker to manage your account online.

We're also offering additional support and flexibility where needed. Each case will be looked at on an individual basis, but the extra support may include repayments made over a longer period of time, delay payment for a short period or offer alternative payment arrangements. 

We can also use our existing partnerships with Citizens Advice Plymouth and IncomeMax to help our customers maximise their existing income and manage their money. 

If you need extra support, please go to our personalised priority services area where you'll find help and advice, as well as information about our Priority Services Register and how you can join.

Because of the current situation we’ve had to make a decision not to install smart meters. Our installers  will now support customers in emergency situations, with many more volunteering to go further, delivering food and medicine to those who can’t leave their homes. Our priority are emergencies and we’re working on a process to deliver essentials.

 

 

What happens if I, or my business, can't pay my energy bill?

For customers who face financial difficulties, we have developed a package of measures to help. We've also welcomed the government’s recent announcement of help for those who are struggling during the current crisis. Be sure to check what benefits you may be entitled to. Money Saving Expert have also put together a very useful guide and your rights.

The promise also included support for businesses, such as grants. You can find out more about it on the government’s Coronavirus advice webpage

If you are seriously affected by the crisis we may be able to offer additional help, such as a payment plan. This will be judged on a case-by-case basis.

We can also use our existing partnerships with Citizens Advice Plymouth and IncomeMax to help our customers maximise their existing income and manage their money. 

We need to prioritise answering urgent enquiries from potentially vulnerable customers and dealing with emergencies. If you need to get in touch, but it's not urgent, you may find it's quicker to manage your account online.

You can also speak to an advisor using our 24-hour live chat service, or you can visit our personalised priority services area to find out about additional support we offer to our vulnerable customers.

Read our energy efficiency advice.

I'm working from home and am worried about the higher energy use.

We recognise that over the coming weeks COVID-19 may have an impact on you, and we'll offer additional support and flexibility where needed. Each case will be looked at on an individual basis, but the extra help may include repayments made over a longer period of time, delay payment for a short period or offer alternative payment arrangements. 

We can also use our existing partnerships with Citizens Advice Plymouth and IncomeMax to help our customers maximise their existing income and manage their money. 

We need to prioritise answering urgent enquiries from potentially vulnerable customers and dealing with emergencies. If you need to get in touch, but it's not urgent, you may find it's quicker to manage your account online.

You can also speak to an advisor using our 24-hour live chat service, or you can visit our personalised priority services area to find out about additional support we offer to our vulnerable customers. 

Read our energy efficiency advice.

 

I can't get through to customer service call centre. What should I do?

We are sorry you are having difficulty getting through to us. We're prioritising urgent enquiries from customers who are vulnerable or have a risk to their electricity or gas supply.

If you need to get in touch, but it's not urgent, please use our online services such as MyAccount or our mobile phone app which you can download via the App Store and Google Play.

If you're a business and have to close over the coming weeks, please take your meter reading before you close/move out and submit it via MyAccount.

We hate letting our customers down and take pride that we don’t do this often. That’s one of the reasons we have recently been voted number one for customer service by Citizens Advice. So, thank you for your patience during these challenging times.

How is EDF’s customer service being affected by COVID-19?

We recognise that over the coming weeks COVID-19 is likely to have an impact on our customer service – for example impacting how quickly we can answer calls, or forcing us to postpone smart meter installations or meter reading visits. We apologise for any inconvenience this may cause.

I am sure you can understand that we need to prioritise answering urgent enquiries from customers who are vulnerable or have a risk to their electricity or gas supply.

If you need to get in touch, but it's not urgent, please use our online services such as our mobile phone app which you can download via the App Store and Google Play.

You can also manage your account online via MyAccount.

We hate letting our customers down and take pride that we don’t do this often. That’s one of the reasons we have recently been voted number one for customer service by Citizen’s Advice. So, thank you for your patience during these challenging times.

Someone's due to visit my home to check my boiler – what will happen?

Our main concern is for the health and safety of our customers and our team. We’re continuing to review the advice from Public Health England, taking appropriate action to make sure that we’re managing our services effectively and keeping our customers and employees safe. We have therefore taken the difficult decision to postpone all engineer home visits, and will be in touch to arrange a new visit when it is safe to do so. 

We are very sorry for any inconvenience this has caused, and would like to reassure you that we are doing everything we can to support our customers during this uncertain time.

 

I’m switching to/from EDF – will Coronavirus (Covid-19) impact how long this takes? Will I be left without energy?

At the moment our switching services are unaffected. We will continue to monitor the situation closely and update customers as required.

I think I might have Coronavirus (Covid-19) but I have an emergency and need someone to visit me – what should I do?

The health and well-being of our customers is always our top priority. If you are self-isolating, have COVID-19 or think you might be suffering from it and are in need of an emergency re-connection, don’t worry.

In the event of an emergency, EDF engineers will continue to enter your property and do our best to ensure you are reconnected as quickly as possible. In order to do this, our operative will wear some Personal Protective Equipment to minimise the potential risks to themselves. This will be explained to you at the point of speaking to our call centre teams and by our operative who visits your home.

I heard 700 smart meter installers will help EDF customers in emergency situations. What will they do?

Because of the current situation we’ve had to make a decision not to install smart meters. Our installers  will now support customers in emergency situations, with many more volunteering to go further, delivering food and medicine to those who can’t leave their homes. Our priority are emergencies and we’re working on a process to deliver essentials.

Government’s financial help for individuals and businesses.

Our government promised financial help for those who are struggling during the current crisis. Be sure to check what benefits you may be entitled to. Money Saving Expert have also put together a very useful guide and your rights.

The promise also included support for businesses, such as grants. You can find out more about it on the government’s Coronavirus advice webpage. 

FAQs for Large Businesses only

What other ways can I contact you about my account?

  • Self-serve. The quickest and easiest way to get the information you need is to self-serve online where you can complete a number of transactions including downloading copy invoices, submitting meter readings and exporting consumption data 24 hours a day. To support you, we’ve made a series of how-to videos.
  • Live Chat: We’re also on hand to answer your query online via Live Chat by clicking the Green ‘Chat’ button on your MyBusiness homepage.

Are you still doing face to face meetings and events?

As per Government guidance, all of our events and face to face meetings are now on hold. Meetings are still being held remotely via Skype or Telephone.

We’ll still be holding our TalkPower webinars to keep you up to date on the latest industry news. Make sure you’re registered to receive notifications.