Covid-19

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 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?

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 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.  

 

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 register your online account through our website, where you can manage your account through our self-service application.  

 

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 Networks 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 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. 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 0345 601 9093.

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


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. If 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.

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 y

As our 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.

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 doing responsive repairs, but we will not be able to take booking where a customer is self isolating due to COVID 19. Please contact us on 0345 6030026 and leave a voicemail message and we will contact you to arrange call out.

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?

 No problem, check out our full Help Centre. Alternatively, you can reach us on email at info@airtricitygasni.com or by calling us on 0345 900 5253.