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