Electric Ireland wants to help our 1.1 million customers as much as possible given the unprecedented impact of COVID-19. We have extended our disconnection moratorium, thereby protecting customers that may experience financial hardship and uncertainty during Level 5 restrictions. This disconnection moratorium will be extended for residential customers and the vast majority* of business customers until 30th of June 2021.
*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:
"At Electric Ireland we have a rigorous engagement process in place with our customers who are experiencing financial difficulties. We are acutely aware of the challenges that some customers will experience now with the continuation of Level restrictions. We want to ensure those customers will be protected and have peace of mind as we all deal with the challenges of on-going restrictions. The extension of our disconnection moratorium, which commenced last October for our customers means those most at risk can rest assured, they will continue to have the comfort they need at this difficult time, uninterrupted energy supply until the end of June. We also hope this will allow our customers that little bit of extra time to get back on their feet as restrictions start to ease."
How we are helping our customers
Customers in difficulty
We know that many of our customers may experience financial difficulties and uncertainty at this time. 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.
Pay As You Go Customers
We are offering medically-vulnerable customers, who are on a Pay As You Go plan, the option to change to a credit system, to help ensure their energy supply remains unaffected.
For PAYG electricity customers, there are many ways to purchase credit and they are largely unaffected by the current crisis. However, if you are a PAYG Electricity or a PAYG Gas customer having difficulties, please contact us and we will do our best to provide you with practical support.
Gas Boiler Repairs
Electric Ireland is continuing to provide emergency services for Gas Boiler repairs. If your Gas Boiler is out of order in any way and you have no heat please contact 1800 372 333 and we will be happy to organise a call out from our Gas Boiler service team.
Meter Reading
ESB Networks will read meters located both indoors and outdoors under Level 1 and level 2 restrictions. However, ESB Networks will only read meters located outdoors under level 3 to level 5 restrictions. During this time, we will estimate customers' usage. Alternatively, customers can submit their meter reading by phone or through Your Online Account to ensure accuracy.
As you know, the coronavirus situation is still evolving rapidly, so at Electric Ireland we will continue to review the best course of action on a daily basis, with customer care and support at the heart of our decisions. We are working hard to minimise disruption at this difficult time and thank you very much for your co-operation and patience.