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Video support

We have some guides and explanatory videos for a range of subjects.

I need help with my home account

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Frequently asked questions

What's my MPAN/MPRN/meter serial number?

Information on what MPAN, MPRN and meter serial numbers are and where to find them.

What is my MPAN or MPRN?

How much will it cost to get a new gas/electricity connection?

Setting up a new gas or electricity connection, how long this takes and payment options.

New gas or electricity connections

How to pay my gas/electricity bill?

Information and options for paying your bills including BACS or bank transfers and using cheques.

How to pay my business energy bill

I have problems with my online account.

Information on what to do if you can't log in to your online account, unlocking your account, why your latest bill may not be visible in your online account and how to view all of your accounts in one place.

Problems with my online account

How do I submit a meter reading?

How to submit a reading both online and offline, submitting multiple meter readings and troubleshooting.

Submit a meter reading

I'm having issues paying my bill

If your business can't afford its energy bills, we may be able to help. Learn more about the support available and how to get in touch on our help and support page.