FAQs

We’re here to help

Bills & payments

How often do you review my Direct Debit amount?

We always keep an eye on your account to make sure you’re paying the right amount for the energy you use.

We’ll double check to make sure you’re on track after you join us, when you renew and every 6 months in between! We’ll contact you if we think your payments need to change.

What happens if I'm in credit or debit with you?

Since your usage varies over the year, it's normal to build up a credit by the end of Summer or a debit through the winter. However, if you give us regular meter readings we will make sure you are paying the right amount. If you have any concerns about your bill please contact us at theteam@orbitenergy.co.uk.

I'm having trouble paying for my energy. What do I do?

We understand that from time to time there may be a problem and we want to help!  If you’re having with your monthly payments please contact us straight away. For independent advice on paying your energy bills visit Citizens Advice at www.citizensadvice.org.uk/energy.

Can I get my credit refunded?

Yes.

It's worth remembering that we figure out how much you pay a month based on how much energy we think you'll use over the year. So, while you might find that during summer you have some credit, it's best to leave it alone so you're not suddenly in debt during the winter. You can ask for a refund by emailing theteam@orbitenergy.co.uk and we'll sort it out. We just need a meter reading to make sure your balance is right.

How are my monthly payments calculated?

Your monthly payments are calculated by multiplying your fixed unit rate price by your estimated energy usage for the length of your contract. We then split this into equal monthly payments.

When is my first payment?

Your first payment will be taken on the date your energy supply switches to us. Usually this is approximately 21 days after the date you sign up.

By taking your first monthly payment when supply starts with us, we can give you the best price possible for your energy and fulfil our price promise.
 
Even if you make a payment to your old supplier in the same month as us, you will never pay twice for the energy you've used.

What are my payment options?

You can pay by Credit Card, Debit Card or Direct Debit. Many of our customers choose to pay by credit card as they may receive rewards from their card provider and it gives them greater certainty that payments will be made.

Can I change my payment date?

You can change your monthly payment date to suit you after we take your first payment.

Simply go to the "Payment details" section of your online account. There may some limits to the date you can select depending on when your next payment is due.

Where can I find my Bills?

All your Bills, Statements and emails will be safely stored in your online account. Simply log in to access them.

How can I top-up my account?

Simply go to the "Payment details" section of your online account where you'll be able to make a one-off debit or credit card payment.

Enter the top-up amount and your card details on the secure pop-up window that appears. This payment will show on your next Bill or Statement.

Why is my account balance "In Debit" or "In Credit"?

We spread your annual spend over equal monthly payments, so sometimes your balance will be "In Credit" or "In Debit". This amount will get adjusted when you receive a statement.

How do I update my payment card?

If your card has expired, or you want to update your payment details, simply log in to your online portal and click the “Update card” button.

Enter your new card details in the secure pop-up. If this is confirmed, we’ll start using this card immediately for all your future payments.

Meters & Tariffs

Why are you sending me meter reading reminders?

We want to make sure we bill you as accurately as possible, and regular meter readings help us do this. If you need help reading your meter click here to find out how to do it.

What happens if I have a smart meter?

Current smart meters (called SMETS1) don't work with all suppliers. So, depending on the type of smart meter you have, you could lose some of your “smart” benefits if you move to us. This means that we will need you to enter your meter reads regularly on your portal. If you are not sure how to read your smart meter click here for guidance. We are working to have all our customers on smart meters, and we'll let you know when your smart meter is working again.

Do you offer Feed-In Tariffs?

We don't support feed-in tariffs at the moment. You can still join us for your energy supply though – and you should be able to keep your feed-in tariff with your old supplier.

Why don’t you offer online, dual fuel, or Direct Debit discounts?

Because we believe in simplicity and fairness. We do everything online and by Direct Debit or regular card payments, which allows us to pass on savings to you that we build into all our tariffs. We give our best prices to everyone, not just dual fuel customers because we don’t think it’s right to penalise single fuel households, or to force customers to take both gas and electricity from us to get the best price.

Which tariff will I move to when my current contract with you ends?

When you joined, we promised that you’ll always get our best available rate. So when your current contract comes to an end, we’ll automatically put you on the best similar tariff available.

This means you’ll never over-pay for your energy and you’ll always get a great deal!

I have a prepayment meter – can I join?

Great to hear that you’re considering joining Orbit Energy. We'd love to welcome you aboard, but we don’t support prepayment meters at the moment. To join us, you need to ask your existing supplier to change your prepayment meter to a credit meter. After that, we’d be delighted to supply your energy.

How do I read my meter?

We have created a guide with easy to follow instructions on how to read your meter. To view this guide please click here.

Do you offer the Warm Home Discount?

We don't offer the Warm Home Discount at the moment. Instead, we've set our prices as low as possible to make our energy affordable for everyone.

Why was my opening meter read not used?

The UK energy industry has a central database that tracks energy consumption, calculated from previous meter reads. When you switch energy supplier and provide an opening read that doesn’t quite match your expected consumption, your old and new supplier will use an estimated read provided by this database.

This helps make sure your energy bills are accurate and you never pay twice for the same energy.

Will my payments change when I renew?

When you renew with us, we won't change your monthly payments.

We'll keep on looking at how much energy you're using and your account balance, and let you know if your monthly payments need to be updated.

Need to contact us

What's the best way to contact Orbit Energy?

You can find useful links to help you with your account on our contact us page.

If you need to get in touch with us, send us an email at theteam@orbitenergy.co.uk and we’ll start working on your query immediately, so you can get on with your day.

What happens if I'm unhappy?

For whatever reason, if you're not happy please visit our complaints page to tell us what's happened.

What should I do in an emergency?

There is detailed information here on the emergency page.

What if I need to speak to someone urgently?

If it’s essential that you speak to someone about your account, please call us on 0333 103 8657, Monday to Friday, 9am-5pm.

How can I save energy in my home?

There are a few quick tips you can follow to save energy:

  1. 1. Unplug your chargers when you're done
    We're all guilty of leaving devices plugged in or the telly on standby. It might be easier but its a definite energy waster.
     
  2. 2. Switch your lights off when you're not using them
    This one may be obvious, but lights can make up a large portion of your energy usage.
     
  3. 3. Use your washing machine at lower temperatures
    Most of the energy your machine uses is to heat the water. Lower the heat and lower your energy use.
     
  4. 4. Use your curtains
    When it gets cold keep the heat in and shut your curtains. When it's warm keep them open and let the sun in!
     
  5. 5. Invest in eco-friendly kettles and appliances
    These can be a bit pricier but energy efficient appliances can make a big difference.

 

For more information and impartial advice please visit: https://www.energysavingtrust.org.uk/

Switching to us

Do I need to contact my current supplier to tell them that I’m leaving?

No. We will contact them on your behalf to let them know we will be taking over the supply from a certain date.

Can I choose the date that you start supplying me from?

Your supply start date is only set once the transfer process is underway, when we'll email you to confirm it. It usually takes up to 21 days for the switch to take place from the day you sign up.

Will I need to provide you with my meter readings?

Yes, although not for a few weeks yet. When we are ready for them we will email you and ask you to provide opening meter readings. We will use these to start your account and will also provide these readings to your old supplier so that they can finalise your account with them.

When will my first Direct Debit payment be taken?

We will notify you when your first Direct Debit will be taken before you complete your switch.  This will be outlined in “Your Direct Debit is confirmed” email. Your ongoing monthly payments will be taken on the same date each month moving forward. You can change your Direct Debit payment date to suit you after your first Direct Debit has been taken. You can do this through your secure online account which you will be given access to a few days before your supply start date.

What happens if I'm in credit or debit with my old supplier?

If you’re in credit, it is best to call your old supplier and request a refund. If you’re in debit, you need to clear it as soon as possible because otherwise they might object to your transfer.

My tariff with my current supplier charges exit fees. Will I be charged these if I switch before the end of the fixed term?

You can begin the process of changing supplier 49 days before the end of your contract term without incurring an exit fee.

What about exit fees from my current supplier?

If you leave another supplier with more than 49 days left on a fixed contract, you may be charged an exit fee.

When will I receive a final bill from my old supplier?

When you switch to us, we ask for an opening meter reading to send to your old supplier so they can close your account and issue a final bill. Since your old supplier is responsible for releasing your final bill, we can’t say for certain when you’ll get it, but it usually happens in four to six weeks.

Should I cancel my old supplier's Direct Debit?

You will never be charged twice for the same energy. We'd recommend keeping your direct debit active until you have received your final statement from your current supplier. This will state whether you have a credit or debit on your account. If you are in credit your current supplier should transfer this money into your bank account. If you are in debit we recommend clearing this as soon as possible as your current supplier may object to your switch. If you need help with payments, please discuss a payment plan with your current supplier.

My old supplier has offered me a better deal to stay with them – should I take it?

Your old supplier may offer a better deal to try and stop you from switching. Before accepting, ask the following questions:

1. What are the unit rates and standing charge?

2. Can I have full tariff information, including the annual usage estimate?

3. What tariff will I default to once the cheap deal ends?

Sometimes your direct debit could be made lower whilst the actual price you are charged is higher. This could mean you end up with a large debit balance. We give all our customers our ’Price Promise’. This means that once your current fixed rate ends we'll automatically put you onto the current best fixed price. If you would like to discuss this with us please email our UK-based customer service team at theteam@orbitenergy.co.uk.

What if I'm moving house or have just moved in?

You won't lose supply - the current supplier will continue to supply the property until you tell them otherwise. Once you have moved in, visit our sign-up page and follow the process with your new address details.
It will take approximately 21 days for you to switch to us.  Don’t forget you will need to pay the current supplier at your new property for the energy you use in that time

Do you charge exit fees?

This will depend on the plan you have signed up to and the length of your contract. Please login to your online account to view your plan details.

I’m moving and cancelling my account. What do I do?

If you're moving out and ending your fixed contract early, you may have to pay an early exit fee. To cancel your contract, you’ll need to tell us: 

Your moving out date.
Your forwarding address. 
Who will now be responsible for the property.
Your meter reading on the day you move out.

Remember not to cancel your Direct Debit until you’ve settled your final bill. 

Can I cancel my contract?

You can cancel your contract within 14 days of signing up, with no exit fees or charges.

Once you’ve fully switched to us, you can switch to another supplier at any time. You’ll need to pay any outstanding balance due, this might include exit fees depending on the terms and conditions of your contract.

Simply send an email to theteam@orbitenergy.co.uk with your details and reason for cancellation.