Covid-19 FAQs

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Help Centre

All topics

Covid-19

What do I do in a gas / electrical emergency?

 If you smell gas you should:

  • Contact Gas Networks Ireland immediately on 1850 20 50 50* (24 hours).  
  • Ensure gas appliances are turned off and have not been left on and/or unlit
  • Don’t use a phone in the immediate area of the leak, use a neighbour’s or call from outside
  • Open windows and doors
  • If the smell persists, turn off the gas at the meter
  • Don’t smoke or use naked flame
  • Don’t unplug or switch anything electrical on or off

If you have a power cut, you should call ESB Networks 24-hour Emergency line on 1850 372 999*. 

ESB Networks are responsible for operating and maintaining the electricity network in the Republic of Ireland, no matter which supplier you are with.  

You can also visit the ESB webpage, www.esb.ie/powercheck to view planned and reported outages in your area.

Is your Customer Service Team still available to contact?

We continue to provide our full customer service to our customers over the phone and via our online channels. We’re here to answer your questions.

 

  • Call 1850 40 40 70^ - Monday to Friday 8am to 8pm
  • Live Chat- Monday to Friday 8am to 8pm and Weekends and Bank Holidays 10am - 6pm
  • Facebook chat @sseairtricity and Twitter @sseairhelp – Monday to Friday 8am – 8pm and Weekends and Bank Holidays 10am – 6pm.’
  • Email us at customerservice@sseairtricity.com
  • Gas Boiler Service, Repair & Replacement Priority Appointments – Call 1850 81 81 70^ Monday to Friday 8.30am to 5.30pm (exc Bank Holidays)

We will continue to provide regular updates here and also via our Facebook and Twitter feeds.   

 

To help us help as many people as possible, we’d kindly ask you, where possible, to self-serve. Our online self-serve website allows you to do many of your day to day interactions with us. In order to make sure we can quickly deal with our most in need customers we’d ask that you log on to your account first. You can log in or register at account.sseairtricity.com.  

I received a meter read alert, but I can’t access my meter now. What should I do?

If you can’t send in a meter reading don’t worry. We’ll use the estimates when needed and will update these when we receive your updated meter readings from ESB Networks and/or Gas Networks Ireland. 

I need to request alternative communications e.g. Talking bills, Large font, Braille. How can I do this?

You can request this service by contacting our Customer Service team. We’re here to help. You can reach us on webchat at sseairtricity.com or by calling us on 1850 40 40 70*. Our webchat service is also available on weekends and bank holidays 

I’m currently registered for Talking Bills, Large font, Braille. Will I still receive my bill in this format?

Our services will continue as normal during this time. If this changes, we will update this section of the website

I need to register a vulnerability on my SSE Airtricity account, how can I do this?

At SSE Airtricity we’re aware that some of our customers may have special requirements where the continuity of their energy supply is important. If you depend on any electrical medical equipment you may need to fill out a special form - this can be requested by contacting our 

Customer Service Team on 1850 40 40 70*. 

 

We aim to provide the best service possible to all our customers and in particular those customers who require special services, for example the elderly. We offer a range of services for customers who have a visual or hearing impairment. To avail of these services, customers must register their details with us by contacting our 

Customer Service Team. 

 

We have set out our commitment to vulnerable customers in our Code of Practice.

I’m worried about paying my bills. What supports are there to help me?

We're here to help. If you’re having difficulty with your energy costs you can speak to one of our friendly advisors who will help find a solution that works for you and us. If you have concerns about paying your energy bills, we'll work with you to find a resolution together. To speak with a member of our team just call us on 1850 40 40 70*.  If you're currently on a payment plan, we can also look at moving the dates on your plan to help you.

 

Can I postpone my utility bill payment?

We’re happy to set up payment arrangements to allow our customers to pay in instalments. If you’re currently on a plan like this, get in touch with us as soon as you can, and we’ll look at moving the dates on your plan to help you. 

Will there be any support in place in the coming months for customers who are at home more now and using more electricity?

It’s important to be aware of your energy consumption at this time, so take time to read our energy efficiency tips to reduce your energy consumption when you are at home. 

However, If you’re having difficulty with your energy costs you can speak to one of our friendly advisors who will help find a solution that works for you and us.

To speak with a member of our team just call us on 1850 40 40 70*.

What happens if I can’t pay my bills on time, will I lose supply?

We would like to reassure you that any of our customers with concerns about their energy bills can speak to us and we’ll work with them to find a resolution together, just call us on 1850 40 40 70*.

 

What if I can’t get my bill in the post?

Our online self-serve website allows you to do many of your day to day interactions with us. You can log in or register at account.sseairtricity.com.  

Once you’re in My SSE Airtricity: 

  • Go to Account Details 
  • Go to eBilling options and select ‘Change’ 
  • Select your eBilling option – ‘Yes’ if you want to sign up to eBilling or ‘No’ if you want to receive your bills by post 
  • If you selected ‘Yes’ confirm your email address 
  • Click ‘Save’ 

Remember, if you change your billing method your rates will change too. Signing up to eBilling will give you a discount 

I usually pay my bill in the post office. What if I can’t get to the post office now?

You can pay your bill online even if you have not got an online account already registered with us. Just visit the Make a payment section. You can also make a payment over the phone by calling us on 1850 40 40 70*. 

 

If you are unable to get to a shop to purchase an energy top up please do reach out to someone who is able to help you and ask them to post the top up receipt through your letterbox/ text it to you/ send an image via text to ensure safety during social distancing guidelines. 

 

I have a boiler service/repair/replacement booked and I no longer want an engineer to call out, can I postpone or reschedule?

Yes. Please email bookings@SSE.com with your booking reference number or phone number which you gave during the booking and a member of the team will contact you, and we will postpone or reschedule your appointment.  text to ensure safety during social distancing guidelines. 

I would like to get a boiler service, when can I make an appointment?

You can book your boiler service anytime online. Call us on 1850 81 81 10 Monday to Friday 8:30am – 5:30pm (excluding Bank Holidays) or email us on bookings@sse.com, we’ll respond within one working day.

If an engineer is required to call to your house, they will be fully equipped with personal protective equipment following the latest government and expert advice. Following this advice, we’ll ask for your co-operation to observe a social distance while we complete our work.

I’m having an issue with my boiler and I’d like someone to call out, are you still taking bookings?

Yes. We’re taking bookings. We will have some questions in relation to whether there are persons self-isolating at the property which must be answered before we can proceed with any bookings. 

If an engineer is required to call to your house, they will be fully equipped with personal protective equipment following the latest government and expert advice. Following this advice, we’ll ask for your co-operation to observe a social distance while we complete our work. 

I have recently signed up to Easypay/Smart Home Bundle offer but Climote aren’t taking bookings to install.

Climote are still taking bookings and resumed installations on 8 June.  We’ve also waived our 3 months redeem policy, so you can get your Climote installed at a later date.  

I have recently signed up to an Easypay offer, what happens with the service/installations now?

We will contact you within the agreed timeframe to arrange your service/installation with you.

If an engineer calls out to my house to carry out work, what measures will be taken to ensure I’m safe

If an engineer is required to call to your house, they will be fully equipped with personal protective equipment following the latest government and expert advice. Following this advice, we’ll ask for your co-operation to observe a social distance while we complete our work.

 

I’m due to have solar panels installed can this be postponed?

Yes. Solar panels will continue to be installed from 8 June. If you would like to postpone an installation, please email bookings@SSE.com with your contact details and a member of the Installation team will contact you.

 

I cannot get to a shop; how can I top up my electricity meter?

You can top up online by visiting the Make a payment section or over the phone by calling us on 1850 40 40 70*. 

If you are unable to get to a shop please do reach out to someone who is able to help you and ask them to post the top up receipt through your letterbox/ text it to you/ send an image via text to ensure safety during social distancing guidelines. 

I have purchased an electricity top up and my code is not working, who can help me?

You can reach us on webchat or by calling us on 1850 40 40 70*. You can also contact us through social media at Facebook or Twitter 

I don’t have internet service how can I top up my electricity meter?

You can top up over the phone by calling us on 1850 40 40 70*. 

Alternatively, reach out to someone who is able to help you and ask them to post the top up receipt through your letterbox/ text it to you/ send an image via text to ensure safety during social distancing guidelines. 

 

My question I have isn’t here

No problem, check out our full Help Centre. Alternatively you can reach us on webchat or by calling us on 1850 40 40 70*. You can also contact us through social media at Facebook or Twitter 

 

*Calls charged at Lo Call rate. Rates from landlines and mobile companies may vary so please check with your operator.