FAQs

Do I need to notify my current supplier when switching to ClickEnergy?
No. Once you tell us you want to switch, we’ll take care of everything for you.

How long does switching take?
It can take up to two weeks. But don’t worry, your supply won’t be affected. While we’re sorting out the paperwork, you get a 14-day cooling-off period, in case you change your mind.

OK, I'm ready to switch.  What's my next move?
Good decision! Next, just get in touch with our switching team:

• Call us on 0800 1 070 732 to speak to our switching team.
• Email us at chat@clickenergyni.com
• Use our online Live Chat tool at www.clickenergyni.com
• Write to us at ClickEnergy, 1^st Floor, Timberquay, Strand Road, Derry / Londonderry, BT48 7NR.

And we’ll take it from there.

If you're moving…best of luck in your new home.
Let us know as close to moving day as possible. That’ll help us make your final bill as accurate as possible. Remember to provide a meter reading from your last day at the address and a forwarding address for your final bill.

Why not take your ClickEnergy account with you?
You can arrange to transfer your ClickEnergy account to your new address when notifying us of your move. We’ll need the MPRN number of the new address. You’ll find this on any previous energy bills from the new property – or give us your meter number. This is a 6 to 8 digit number on the front of the meter.

If you’re transferring your ClickEnergy account to your new address, you’ll get your first bill within 4 to 6 weeks.

How can I find out my tariff?
It’ll be on your monthly bill or annual statement.

How often will I receive a bill?
Every month.

How do you calculate monthly Direct Debit payments?
We base the figure on your electricity consumption. We review this amount every six months.

How do you calculate my bill?
We multiply the number of units you use by the unit price.

What if I think my bill is wrong?
Get in touch straightaway, explain your concern and we’ll look into it.

Do I set up a Direct Debit?
Contact us, or submit a request via your online Click Account. We’ll take care of the rest.

What if I get into trouble with monthly payments?
The sooner you contact us, the better – we're here to help. We can discuss alternative payment arrangements suitable to your circumstances, which will let you take control of how much electricity you are using every day.

Can I exchange my credit meter for a repayment meter?
Yes, just let us know – we’ll take care of it. And there’s no charge for changing your meter.

How do I take a meter reading from my prepayment meter?
Press 9 to see the total units recorded on your meter.

How do I enter my powercode?
Press * before entering the code.  Enter the digits on of your powercode.  Once you have entered your code press #.  

What other information can I see on my prepayment meter?
The selection of codes available to you are listed below.  Simply enter the code on your meter to view the chosen information.

1 = Credit time left in Days
2 = Cost of Previous Day/Week/Month
3 = Unit rate and no of units used
4 = Last 5 powercodes entered
5 = Total money entered into meter
6 = Electricity being used in KWH
7 = Standing charge
8 = Highest consumption in any half-hour & last 24 hours
9 = Total units used
0 = Display test, time & date

Can I give you my own readings?
Yes. If we’ve sent a bill based on an estimated reading, we’ll review it and send you an amended one.

What if there’s a power cut?
If your electricity goes off, first of all check your trip switch. If everything looks OK, it may be a network problem. Northern Ireland Electricity looks after this. To contact them:

• call 0345 7643643 (24 hours for failure of supply)
• Minicom: 03457 147128 (24 hours a day)
• email: customercontact@nie.co.uk
• online: click here to visit the NIE power cut web page