Bills & payments
We review your payment amount at least once a year. We'll contact you if we think your Regular Card payment or Direct Debit amount needs to change.
You can change your Direct Debit payment date to suit you after we take your first Direct Debit. You can do this through your online account which you will be given access to a few days before your supply start date.
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 firstname.lastname@example.org.
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 email@example.com and we'll sort it out. We just need a meter reading to make sure your balance is right.
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.
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.
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.
You can change the payment date of your Direct Debit or regular card payment to suit you after we take your first payment. Just send an email to firstname.lastname@example.org.
Meters & Tariffs
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.
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.
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.
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.
We give our Price Promise to all our customers. When your fixed term comes to an end we will automatically put you on our current best fixed price tariff. This will give you peace of mind that you are never over-paying for your energy.
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.
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.
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.
Need to contact us
For whatever reason, if you're not happy please visit our complaints page to tell us what's happened.
There is detailed information here on the emergency page.
If it’s essential that you speak to someone about your account, please call us on 0333 103 8657, Monday to Friday, 9am-5pm.
Switching to us
No. We will contact them on your behalf to let them know we will be taking over the supply from a certain date.
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.
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.
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.
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.
You can begin the process of changing supplier 49 days before the end of your contract term without incurring an exit fee.
If you leave another supplier with more than 49 days left on a fixed contract, you may be charged an exit fee.
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.
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.
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 email@example.com.
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
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.
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.
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 firstname.lastname@example.org with your details and reason for cancellation.