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Understanding your bill

How do I check if I’m due a refund when my account closes?

If your account is in credit you may be due a refund. A credit balance will display on the bill as a minus figure or with the words “in credit” on your My Account. Examples of both below.

On your bill:

Screenshot of a bill showing a balance. The Total Due is circled with an explained about a possible refund

On your online account:

Screenshot of an account showing a balance. "In credit" is circled with an explained about a possible refund

If you have any questions about your balance you can always contact our Customer Service team.

Phone us
0345 601 9093

Monday to Friday
8am - 6:30pm  

Message our customer support

Our dedicated team is always ready to assist you and make sure you have the best experience with our company*

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


If you smell gas phone the 24-hour gas emergency service on 0800 002 001.