F.A.Q.

Emergency on a weekend - what should I do?!

  • 27 November 2019
  • 26 replies
  • 14264 views
Emergency on a weekend - what should I do?!
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Updated on 07/09/2021 - We now have the Care Team available to contact everyday. See the information below if you go off supply when the Care Team are closed over night

 

There may be a point overnight when you need some help, we want to make sure you're aware of where you can go in an emergency. We’ve split this list up for those who have traditional top up meters and those who have smart meters.

 

Traditional PAYG (Non-smart)

  • Battery fail or an error code? Get help here
  • Lost your top up key or card? Get help here

 

Smart PAYG 

  • FAQ topic guide on common questions and issues here
  • Battery fail or an error code? Get help here 
  • Smart PAYG - a guide to the new app here
  • Meter not reconnecting? Have a look here

 

Here’s our Customer Care team contact details and opening hours over the weekend:

 

 

Webchat and Facebook / Twitter:

Monday - Friday

08:00-20:00

Saturday & Sunday

09:00-17:00

Bank Holidays

09:00-17:00

 

Full Service Phone: 0330 102 7517 (0117 370 1041 from a mobile)

Monday - Friday

08:00-18:00

Saturday

09:00-14:00

Bank Holidays

09:00-17:00

 

Emergency Phone: 0330 102 7517 (0117 370 1041 from a mobile)

Monday - Friday

18:00-20:00

Saturday & Sunday

14:00-17:00


26 replies

Userlevel 4
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I’m so sorry to hear that the scheduled emergency engineer failed to visit within the expected 4 hour timeframe, particularly as this left you without heating overnight. As you’ve mentioned having a disability it’s worth checking that you’ve been added to our Priority Services Register. This would make sure any future emergencies with your supply are dealt with as a priority or additional services are provided if our engineers aren’t able to get you back on supply straight away - You can register for this online here or by speaking to the team. 

 

In terms of your missed emergency appointment I’m hoping you’ve already been in touch with our Support Team to get this escalated. The best thing to do would be to give them a call on 0330 102 7517 (0117 332 3728 from a mobile) to get an engineer’s appointment re-arranged ASAP. If you’ve been offered an emergency appointment which is not attended within 24 hours of first raising this to us, you could be eligible for a £30 ‘Guaranteed Standards of Performance’ compensation payment.

 

I hope this information helps get things sorted. Do let us know how you get on and if you need any more advice.

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