Covid-19

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Help Centre

All topics

Covid-19

What do I do in an electricity emergency?

If you have a power cut, you should call Northern Ireland Electricity Networks Limited on 03457 643 643 (24 hours)  

Is your Customer Service Team still available to contact?

We’re here to answer your questions   

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 0345 601 9093 - 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  

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 readings from NIE.

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 0345 601 9093. 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 0345 601 90 93. 

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. you do have concerns about paying your energy bills, we’ll work with you to find a resolution together, just call us on 0345 601 9093. 

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.

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 Paying your bill section of our website. You can also make a payment over the phone by calling us 0345 601 9093.  

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

We recommend that you always keep your electricity meter topped up. You can top up online by visiting the “Make a payment” section of our website or over the phone by calling us on 0345 601 9093.

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

You can top up over the phone by calling us on 0345 601 9093. 

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.

 

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 0345 601 9093. You can also contact us through social media at Facebook or Twitter

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

No problem, check out our full Help Centre. Alternatively, you can reach us on webchat or by calling us on 0345 601 9093. You can also contact us through social media at Facebook or Twitter



 

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

We are not undertaking work in any properties where the individual is self-isolating due to either actual or suspected COVID19. If an engineer is doing responsive repairs at your property, they will be fully equipped with personal protective equipment following the latest government and expert advice. For your protection and ours, our staff if they are undertaking work in your home, will ask for your co-operation to observe a social distance while we complete our work.




My question I have isn’t here?

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.