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When are we taking calls this festive period?

  • 15 December 2020
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When are we taking calls this festive period?
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Opening hours and online support

 

As we come to the end of an unforgettable year, 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 standard call opening hours over this period are Monday-Friday 08:00-20:00, and an Off Supply Team available from 20:00-22:00. Saturdays and Sundays 09:00-17:00, with the Off Supply Team available 17:00-19:00. The number to call is: 0330 102 7517.
  • On the 25th December, our lines are open from 09:00-17:00, with the Off Supply Team available 17:00-19:00.
  • On the 26th and 27th, it’s back to the standard weekend hours of 09:00-17:00, with the Off Supply Team available 17:00-19:00. 
  • On the 28th, our lines are open from 09:00-17:00 again, with the Off Supply Team available 17:00-19:00.
  • On the 29th, 30th and 31st, our lines are open from 08:00-20:00, with the Off Supply Team available 20:00-22:00.
  • On the 1st January, our lines are open from 09:00-17:00, with the Off Supply Team available 17:00-19:00.
  • On the 2nd and 3rd, it’s back to the weekend hours of 09:00-17:00, with the Off Supply Team available 17:00-19:00. 
  • 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 periods will be whenever we’re closed. This is in addition to each and every Saturday and Sunday and over night from 4pm to 10am.

 

: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.

Smart Boost customers also will be in a non-disconnect period between the following dates:

  • S1 (first generation smart meters) PAYG Smart: 24th Dec - 4th Jan.

  • S2 (second generation smart meters) PAYG Smart and PAYG+: 24th Dec - 5th Jan.

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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