Help & Advice Tip: My Pay-As-You-Go Top-Up meter is not working! I have no heating. My meter has error codes. Please Help!

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Billing & Payments

I don’t think the amount shown on my bill is correct, what should I do?

Check your meter reading matches what is shown on your bill.

Make sure the meter reading on your bill is an actual reading and not an estimate. You can submit a meter reading in a number of different ways;

1. Online: through ‘my account’, (you must be registered to avail of this option) or by email to billing@firmusenergy.co.uk

2. Call: 0330 024 9000 Option 2 then Option 1. leave your meter reading on our automated service.

3. If your meter reading is correct, it is possible that the amount of energy you are using has changed.

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The response time for reply to your query is 24 hours (Excluding weekends and Bank Holidays).
If you have an Urgent Query, please contact our customer services team on: 0330 024 9000

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What kind of business are you?

Small Business

Small businesses spend about £2,600 or less per bill. Medium businesses spend about £35,000 or less per bill.

Yes
or

Medium or Large Business


Large businesses spend about £250,000 or less per bill

Yes
Are you an electricity customer? Click here for more information
Why am I having to do this?

To give you the most accurate information for your town and county, please enter your postcode below.

How do you pay for your natural gas?

By Credit

Do you receive a monthly bill for your energy usage?

Yes
or

With a Pay as You Go card

Do you purchase a top-up card for your energy?

Yes
Are you a business? Click here for our business tariffs & offers

What kind of business are you?

Small or Medium Business

Small businesses spend about £2,600 or less per bill. Medium businesses spend about £35,000 or less per bill.

or

Large Business


Large businesses spend about £250,000 or less per bill

Make sure you have your bank details and SMP or meter serial number ready

Bank details

All we need is your account number and sort code *

&

SMP Number

This is the number usually at the top right of your bill or on your connection paperwork†

Okay, I have them

If your account requires 2 signatures, or you are not the bank account holder, please call us first on 0330 024 9000
† If you don’t have this number, call our switch team on 0330 024 9000