COVID-19 Update

Covid-19 Update

Dedicated to helping our customers

At Electric Ireland, we are here to help our 1.3 million customers while they get back on their feet given the unprecedented impact of COVID-19. We have extended our disconnection moratorium for residential customers and the vast majority* of business customers until 31st of August 2021, thereby protecting customers that may experience financial hardship and uncertainty during this time.

*except where a business is currently trading and failing to address aged debt


In a message to our customers, Marguerite Sayers, Executive Director, Electric Ireland says:

"We appreciate this may be a difficult time for some customers and we are committed to helping customers who are experiencing financial difficulty. We encourage any customers experiencing trouble paying bills to engage with us and we will commit to putting in place an affordable and workable payment plan with them in the coming months.”

How we are helping our customers

Customers in difficulty
We know that many of our customers may continue to experience financial difficulties and uncertainty as restrictions ease. If you, or someone you know, is concerned about paying a bill, we ask that you contact us at an early stage and we will work together to reach a solution or call us at please call us at 1800 50 40 21.

Meter Reading
While ESB Networks continue to read meters located both indoors and outdoors unless under level 3 to level 5 restrictions, customers can submit their own meter reading by phone or through Your Online Account to ensure accuracy.

At Electric Ireland, we aim to provide the best customer care and support to our customers as we work hard to minimise disruption. Thank you very much for your co-operation and patience at this time.

Residential Customer Services (ROI)

It’s business as usual at Electric Ireland and we want to reassure you that our customer care team and online services are operating as normal. We are monitoring the situation with COVID-19 and will keep you up to date on our plans as they develop.

If you have any questions at this time, visit our comprehensive Help Centre where you may find the answers you are looking for or alternatively contact us.

Online Services for ROI Residential Customers

BILLPAY - MANAGE YOUR ACCOUNT

Electricity and Gas Products

View bills, pay online, move house and more

Log in / Register >

PAYG ELECTRICITY

Pay as you go top up

Top up your account online

Top Up Online >

PAYG GAS

PAYG Gas

PAYG Gas customer information

More details >

View all ROI Residential Online Services >

Frequently Asked Questions

ROI Residential Customers

PAYG Customers

1. Will my electricity or gas be disconnected?

No, Electric Ireland have extended their disconnection moratorium for its residential customers and the vast majority* of business customers until 31st of August 2021. Thereby protecting all customers that may experience financial hardship and uncertainty during this time. Read more here.

*except where a business is currently trading and failing to address aged debt

2. How to top up my PAYG Gas meter?

We want to ensure that you will have the gas you need for your heating and cooking requirements. That’s why we’d like to remind you to make sure your Gas meter is adequately topped up. You can do this by buying credit in a Post Office or any shop or garage which displays the PostPoint or Payzone logos. Unfortunately, it is not possible for any Gas Pay As You Go Meter customers (regardless of supplier) to top up online or through a call centre. Please visit Payzone.ie, PostPoint.ie or AnPost.ie for a list of your nearest stores and opening times.

3. How to top up my PAYG Electricity meter?

There are multiple ways to top up your Electricity PAYG meter including online, by text or over the counter, to see our help page for all top up options for PAYG Electricity.

4. What is “Emergency Credit”?

Think of emergency credit as an IOU. If you don’t have time to top up before your credit runs out, we’ll offer you €10 emergency credit when your meter goes below €3. This will give you more time to buy a top up. More information including details on "credit friendly hours" is available in our online help centre.

Billpay Customers

1. How and when to submit meter reading?

Please submit meter reading within three working days of receiving an estimated bill electricity or gas bill if the actual reading is not in line with the estimated reading on your bill. You can submit your meter reading in Your Account Online.

2. How can I view and download my bills online?

Your bills for the past two years are available to download at anytime in Your Account Online.

3. What to I do if I have no power?

If you have no power you can check for updates on the fault is expected to be repaired at PowerCheck.ie or on the ESB PowerCheck App for iPhone or Android devices. If your fault is not logged on PowerCheck you can report it on ESB Networks website.

View all ROI Residential Help >

Business Customer Services (ROI)

It’s business as usual at Electric Ireland and we want to reassure you that our customer care team and online services are operating as normal. We are monitoring the situation with COVID-19 and will keep you up to date on our plans as they develop.

Our customer service centre will be operating during normal business hours, in line with HSE and WHO recommendations. We apologise for any small delays you may experience. Our call centre will remain open and you can contact us on 1800 372 787 from 9am to 5:30pm.

Online Services for ROI Business Customers

Our online self-service platform, Business Online, will remain fully operational and we encourage all customers to register/login to get access to the full suite of account management tools. Please visit our comprehensive help section, where you will find guides for using Business Online and answers to the most commonly asked questions.

BUSINESS ONLINE

Business online

Manage your account online

Log in / Register >

BUSINESS PAYG

One to One Support

Top up your Business PAYG account.

Top up online >

OTHER ONLINE SERVICES

Business Online

View online services for business

More details >

View all ROI Business Online Services >

Frequently Asked Questions

ROI Business Customers

1. Will my electricity or gas be disconnected?

No, Electric Ireland have extended their disconnection moratorium for its residential customers and the vast majority* of business customers until 31st of August 2021. Thereby protecting all customers that may experience financial hardship and uncertainty during this time.

*except where a business is currently trading and failing to address aged debt

2. Can I view my business bills online?

Yes, you can view bills for up to seven years in Business Online. Additionally, you can make card payments, submit meter readings and view detailed consumption reports. If you have not registered for Business Online, you can do so here.

3. Can I pay my business bills in equal monthly instalments?

Yes, with Equaliser payment option, you can setup a monthly equal monthly payments. Learn more about Business Equaliser.

4. What are your opening hours and how do I contact you?

To see our opening hours and contact methods please see our business contact page.

5. How does this effect the management of my flexible electricity and gas contract?

We encourage you to self-serve where possible with Flexible Product Manager which is available via Business online. Our trading service will be available during business hours as normal however our trading desk will only respond to customer queries via email gastrades@esb.ie until further notice.

6. My bill seems higher than normal, what should I do?

Your bill may be based on an estimated reading or there may be other factors involved. Read more about the potential reasons in our online help centre.

7. What is the Demand Charge and how is it calculated?

Heat PuA Demand Charge applies to large businesses on the Low Voltage Maximum Demand price plan. The charge relates to each unit of electricity used during the hours of 17:00-19:00 Monday to Friday during the Winter months: (1st November – End of February, inclusive). Read more information about this charge and how it works in our online help centre.

View all ROI Business Help >

If you are a Residential or Business customer in Northern Ireland, please visit our dedicated Northern Ireland website