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FESTIVE OPENING HOURS

During the festive period our Customer Services are available:

  • Saturday 23rd December: 9am – 1pm
  • Sunday 24th December : closed
  • Monday 25th December: closed
  • Tuesday 26th December : closed
  • Wednesday 27th December : 8am – 18.30pm
  • Thursday 28th December: 8am – 18.30pm
  • Friday 29th December: 8am – 18.30pm
  • Saturday 30th December: 9am – 1pm
  • Sunday 31st December: closed
  • Monday 1st January: closed
You can find lots of useful information in our Help Centre

Frequently Asked Questions

  • Why have I been contacted by a third party asking for my meter readings?Meters ...

    Green Network Energy have designated Meter Operators who manage metering jobs required to be carried out on our behalf. The Meter Operator will also come periodically to inspect your meter and take a reading if possible. They work by postcode and, although it is usually every 6 months or so that they will visit, we do not know the specific dates in advance to notify you when this will be in advance.

    The Meter Operator may also contact you via phone, email or by leaving a card at your address to submit your meter readings.

    The Meter Operator’s involvement in your contract with Green Network Energy is detailed in your Terms & Conditions and is required to carry out the services that we offer.

  • How much of Green Network Energy’s tariffs are sourced from renewable energy?Informa...

    We were established in Italy 15 years ago where we own and operate renewable energy generation. In the UK, the extra you pay for our green tariffs helps us to support renewable providers by purchasing certified renewable electricity directly from them.

    In this way, you help fund investment in additional renewable generation. Our Green Tariffs are 100% certified renewable electricity sourced within the UK.

  • Why have I not received any correspondence?Manage ...

    If you are not receiving any communication from Green Network Energy, we would recommend that you initially check the junk folder of your email. We have no control over what servers separate into your junk folder and unfortunately, we have found that some of our correspondence can end up here.

    If you use multiple email addresses, you may want to check alternative inboxes to see if this is the one you used to set up your account with Green Network Energy.

    If you have tried the above and are still not seeing any correspondence from Green Network Energy, we would ask that you please contact us on 0800 520 0202 so that we can investigate this further.

  • Do you install Smart Meters?Smart M...

    Currently, Green Network Energy cannot support the functionality of first generation smart meters installed by other suppliers. We have started installing the new generation of our smart meter (SMETS2) for select customers and are currently testing these. We will contact most of our customers to offer them a smart meter during 2019 and all customers will be offered a smart meter by the end of 2020.

    Our intention is to provide the best service to you and we need to take some time to select and develop the technology and approach to do this.

    Further information regarding smart meters can be found here.

  • Can you operate Smart Meters that were installed by other suppliers?Smart M...

    At the moment, we are unable to support the functionality of first generation smart meters that were installed by other suppliers.

    There are some changes going on across the energy industry that mean in the coming months we will be able to operate smart meters that were installed by other suppliers. These industry-wide changes should be complete by the middle of 2019, at which point we will be able to operate smart meters previously installed by other suppliers. Any smart meters installed towards the end of 2018 will be new generation ones (SMETS2) which we will be able to be operate, even if installed by other suppliers.

  • Why have I had a payment come out on my supply start date / why do you take payments in advance?Payment...

    We ask you to pay in advance for your energy because we buy the energy in advance to give you the best available price. To offer you a fixed price for a year or longer, we buy or secure the majority of the energy you will need for the length of your contract in advance before you have used it. We then charge you an equal amount each month. This means that over the full contract, in some months you will use more energy than you have paid for and in other months you will use less; therefore, this should balance out over the contract term.

    We believe this helps you with budgeting as it should prevent you receiving higher bills in some months and lower bills in others. Twice a year, or whenever we realise that you are consuming less or more energy than expected, we adjust your monthly payment to ensure you won’t end up in debt or in credit at the end of the contract.

    When switching to Green Network Energy, your first payment will be taken on your supply start date. As this is a payment made in advance, you will not be paying twice for the same energy used in a month.

  • How do I get a quote?Informa...

    You can get a quote quickly and easily by clicking on ‘Get a Quote’ where you can also sign up. It will take about five minutes to sign up online. Alternatively, you can contact our customer services on 0800 520 02 02 to get a quote easily.


    Please click here for further useful information

  • What are unit rate and standing charges?Payment...

    Our prices for your energy are set out in the tariff you selected and contain two charges:

    • A ‘standing charge’ – which is a fixed daily amount and;
    • A ‘unit rate’ – an amount per unit of gas or electricity you use

    If you have a fixed-price tariff then your prices will not increase for the duration of that fixed term and your welcome pack will tell you when the fixed-price term ends.


    Please click here for further useful information

  • I'm moving home, how can you help me?Moving ...

    We know that there is a lot to think about when moving home. However when you do please let Green Network Energy know as soon as you can, ideally at least two days before you move.


    Please click here for further useful information

  • How often will I receive bills or statements?Payment...

    Your payments will be taken monthly, however we will send you a statement showing your usage and all payments made once every three months.


    Please click here for further useful information

  • How to register My Account online?Manage ...
  • How do I set a new direct debit?Payment...

    If you would like to change your bank details, you can only do so by phone contacting us on 0800 520 02 02. We are available Monday to Friday from 8.00 am to 6.30pm and Saturday from 9am to 1pm.


    Please click here for further useful information

  • How do I set my direct debit?Moving ...

    We use the data we receive about your usage – for example, the information you provide when you sign up or your meter readings to estimate how much energy you will use over a year. We then divide it into 12 equal payments and the first payment is taken on, or shortly after, the day we start supplying you.

    You know how much you’ll be paying each month and we schedule your payments based on the date of the month we started supplying you. For example, if we started to supply you on the 5th of January, your first payment would be on or shortly after the 5th and your future payments will be on or just after the 5th of every month.

     

     You know how much you’ll be paying each month and we schedule your payments based on the date of the month we started supplying you. For example, if we started to supply you on the 5th of January, your first payment would be on or shortly after the 5th and your future payments will be on or just after the 5th of every month.Please click here for further useful information

  • I agreed a fixed contract, why am I paying more? / AdequacyPayment...

    You are charged a certain amount per unit of energy used and per day for standing charge, the amount quoted at the time of applying calculates what you would expect to pay based on how much energy you say that you use. However, if you use more or less than the annual consumption you noted at the time of getting a quote, then the Direct Debit may need to be amended to reflect this. This is to avoid you will end up with debt or credit at the end of your contract. When you get a quote, it is not a contract for a fixed amount per month by Direct Debit, but instead is fixing the price you pay per unit of energy and standing charge for the meter.

    We use meter readings, weather information and other industry data to reassess your account and payments at least twice a year. This helps us make changes to Direct Debit amounts (up or down). However, on a fixed contract the actual price you pay for the units of energy won’t change. We will review Direct Debits every 6 months and the amount will only change if you use more or less energy than you told us. Further information on this can be found within the Welcome Pack sent by Green Network Energy.

     Therefore, your Direct Debit payments will need to stay at the amount we have calculated.

    If this calculation was based on estimated reads, we can review your Direct Debit payments again if you can provide us with up to date meter reads.

     If you are struggling to keep up with your Direct Debit payments, then please do get in contact.

     At Green Network Energy we understand that occasionally a customer may have problems paying their bill. If you are having difficulties paying your bill, then by getting in touch we can find a way to help.

     Our customer care team is available via:

     Website: Fill in our online contact form in the Contact Us section

     Phone: Contact customer services on 0800 520 02 02. Lines are open Monday to Friday 08:00 – 18:30 and Saturday 09:00 – 13:00.

  • What happens if I have a smart meter?Meters ...

    Currently, if you have a smart meter installed and you switch to us, we will treat it like we would a normal meter. We will ask you for regular meter readings to keep your account up to date. You’ll be able to give us readings through the ‘My Account’ section or by calling our customer care team.


    Please click here for further useful information

  • I’ve given you my meter reads, what happens next?Meters ...
  • How do I cancel my registration?Informa...

    In the first 14 days after you agree to switch during the ‘cooling off period’ you can change your mind; however, you will need to let us know by calling customer services.


    Please click here for further information.
  • What happens at the end of my fixed tariff?Renewin...

    Find out what happens when your tariff comes to an end here

  • How do I renew my tariff?Renewin...

    Find out what happens when your tariff comes to an end here

Didn't find the answer to your question

For queries related to cancellation within cooling off or if you want to discuss changes to your payment details, please contact us at: 0800 520 02 02, Monday to Friday, 08:00 – 18:30 and Saturday 09:00 – 13:00.

For any emergency related to a faulty or leaking meter you can refer to the emergency services information here.

Give us a call

0800 520 02 02

Customer services are available
Monday to Friday 08:00-18:30 and Saturday 09:00-13:00

Send your letters to

Po Box 73948
London - EC4P 4HQ

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Important information

The gas industry is going through a period of change during 23 May and 06 June 2017. This change affects all gas suppliers, and as a result of this, you may experience a slight delay to your switching journey.

What does this mean for me?

Don't worry - you don't need to do anything. Your energy supply will remain uninterrupted during this extended period of transition from your previous supplier to us.

What next?

If you choose to move to Green Network Energy, we will manage your switch taking into account the industry changes and the delay.

Find Out More

Green Network Energy

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