To ensure a smooth and reliable expereince while using this, we strongly recommend you use a modern browser, such as Chrome, Firefox or Internet Explorer (version 9 or higher, ideally version 11+).

What can I do?

  • You may already have Chrome, Firefox, or Internet Explorer installed on your computer. We recommend you use one of the browsers. If you don't have any of these, you can download them for free.
  • Talk to your company's IT department, which may be able to provide you with an alternative browser.

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).

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.

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

Is your Customer Service Team still available to contact?

At SSE Airtricity we’re committed to supporting efforts to limit and delay the spread of Coronavirus (Covid-19) and the wellbeing of our colleagues, customers and the communities we serve is our number one priority. Please be assured we’re operating as normal and will endeavour to continue doing so.

We continue to monitor and assess the situation across all of the jurisdictions we operate in and we are working in line with Governments’ latest guidance, updating our approach as it evolves.

We’re doing everything we can to continue the same level of service that you’re used to in the coming weeks. We will continue to provide regular updates here and also via our Facebook and Twitter feeds.  

 

We continue to provide our full customer service to customers though you may experience some delay in contacting us as we help our staff set up for home working. As you can appreciate, our priority is to focus our efforts on ensuring we take the care of our most vulnerable customers and those with prepayment meters. 

 

To help us assist as many people as possible, we’d kindly ask you, where possible, to log on to our website and use our online self-service platform. This allows you to complete many of your day to day interactions with us. 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.

 

Alternatively;

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  

Email us at customerservice@sseairtricity.com 

Gas Boiler Repairs Priority Appointments – Call 1850 81 81 70* Monday to Friday 8.30am to 5.30pm (exc Bank Holidays) 

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

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 the quarterly readings from ESB Networks and/or Gas Networks Ireland or when you are able to provide one in the future.

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.

 

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

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. In case the situation changes, you may wish to add a contact to your account. To do this, just contact our Customer Service Team on 1850 40 40 70*.

 

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

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 form which 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, particularly those 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.

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

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

We understand this is a challenging and uncertain time for many of our customers. If you have concerns about paying your energy bills, we’ll work with you to find a resolution together, we will not be disconnecting any of our customers throughout this time. 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 adjusting your plan to help you.

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

 

Can I postpone my utility bill payment?

We’re happy to set up payment arrangements to allow our customers to pay in installments. If you’re currently on a plan like this, get in touch with us as soon as you can, and we’ll work with you to make this more manageable.

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

We understand this is a challenging and uncertain time for many of our customers. 

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

However, if you do have concerns about paying your energy bills, we’ll work with you to find a resolution together, we will not be disconnecting any of our customers throughout this time. To speak with a member of our team just call us on 1850 40 40 70*.

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

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

No. Rest assured we won’t be disconnecting any electricity or gas customers during this period. We understand this is a very challenging and uncertain time for many of our customers. 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*.  

 

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



I recently received a disconnection notice and I’m worried I’ll lose power. What do I need to do?

The speed at which this situation is developing has meant we were not able to stop all automated letters and notices being sent to customers. However, we want to assure anyone who has received a system generated email or notice regarding outstanding bills or potential disconnections that we will not be acting upon them at this time.

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*.

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

 

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.

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

We’re only taking bookings, where the boiler isn’t working and there’s no heat. We’ll 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.

 

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

Climote are deferring installations at the moment. We’ve also waived our 3 months redemption 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 are contractually obliged to call you to book in the service/installation, but we can arrange for the service/ installation to take place at a later time.

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. 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.

 

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

 

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

We recommend that you always keep your prepayment meters topped up. Gas Pay As You Go customers are unable to top up online or by phone and therefore must visit a Post Office, Payzone or Postpoint outlet.

 

Important message for Pay As You Go Gas Customers

 

You must vend to activate your new Emergency Credit balance:

  • The amount of Emergency Credit offered to a customer is now €100 for a period of time.
  • However, in order to activate your new Emergency Credit balance, you must vend, meaning you must bring your Pay As You Go card to any Post Office, Postpoint or Payzone outlets (vend of €0 is accepted) as soon as possible.
  • Please Note: If you are already in Emergency Credit, this must be cleared before you can avail of the new emergency measures.

 

Once the credit on the meter drops to a low level you may be offered ‘Emergency Credit’. This can be borrowed until you can buy some more credit. When you want to use your Emergency Credit, insert your Gas Card into the meter. When the Emergency Credit is offered, you can accept it by pressing the red Button A.

 

For more information on How to access Emergency Credit visit gasnetworks.ie

 

If you are unable to leave your home at this time, please note your Pay As You Go gas card can be topped up by another person on your behalf, once they have access to it. They should ensure to follow HSE guidelines on social distancing when doing this for you.

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.

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

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

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.

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.