How can I get help and advice this festive period?

  • 10 December 2021
  • 0 replies
How can I get help and advice this festive period?
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Opening hours and online support


As we approach the holiday season, I want to make sure you have all the info to hand for any questions that might crop up between now and the new year. 


When are our Support teams open?


  • Our usual non emergency Support team opening hours are Monday-Friday 08:00-18:00 (with emergency support available from 18:00-20:00) and Saturdays 09:00-14:00 (with emergency support available Saturday and Sunday from 14:00-17:00. The number to call is: 0330 102 7517, along with Webchat and Facebook / Twitter.
  • On the 24th, 25th, 26th, 27th and 28th, we will have emergency only support available from 09:00-17:00. 
  • On the 29th and 30th, we’re open as usual from 08:00-18:00 (with emergency support available from 18:00-20:00)
  • On the 31st, and the 1st, 2nd and 3rd of January, we will have emergency only support available from 09:00-17:00. 
  • Then it’s back to our usual opening hours as of Monday 4th January.

Do you need to call though? Maybe not, here’s some support info:


What to do in an emergency if you’re closed?


We’ve got lots of online help guides for emergency and off supply situations, see them here


💳 Topping up at a PayPoint

It’s important to make sure your meters are topped up and ready, especially if your local PayPoint is closing for the holidays! Check this link for a list of all PayPoints near you!

📱Smart PAYG

Your non disconnect “friendly credit” periods our outlined here:

  • Monday to Friday, from 6pm till 9am the next day

  • Saturday from:

    • Midnight until 9am

    • 4pm until midnight

  • All day Sunday, until 9am Monday

  • On the 25th and 26th December, and 1st January

 Make sure to keep your credit balance topped up to avoid the risk of going off supply. 


:exclamation:Emergency credit info

The emergency credit options don’t change during the holiday periods, but here’s a handy link about how to activate it just in case.


Please to continue topping up throughout this period to avoid building debt whilst in non-disconnect.


🦌 And finally

Have a great festive period!

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