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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 unit rate price by your estimated annual 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.
What is the minimum and maximum amount I can top up on my prepayment meter?
The minimum amount you can top up is £5 and the maximum amount is £49.
I can’t afford to pay my bill
We know it can be stressful when you have an outstanding payment due which might have slipped your mind. We are here to help. As soon as you think you may have missed a payment or are about to miss a payment, please contact us.
If you can’t afford to pay, we will work with you to set up a payment arrangement and can direct you to further support services. Some of things we might discuss:
Setting up a payment plan to spread the cost of the outstanding balance
Discuss setting up a Direct Debit if you haven’t got one already;
Discuss Energy Saving Advice and Tariff options
Contacting us to discuss your situation is always the best way to resolve the situation.
Remember not to cancel your Direct Debit until you’ve settled your final bill.
Our debt collection approach
If you do not contact us to explain your reasons for non-payment there are several actions we may take. These will range from:
Passing your account to a debt collection agency
Visiting your home to establish reasons for non-payment
Taking you to court to obtain a county court judgement for non-payment
Applying to the magistrates court for a warrant to enter your home – this could lead to us fitting a pre-payment meter or disconnecting your energy supply
Contacting us as soon as you know you cannot pay us is always the best way to resolve the situation.
Why is it going up when you have increased my Direct Debit by 4% already?
This year we have seen an increase in energy consumption due to more people spending time at home and we have reflected this increased usage in our Direct Debits.
Although our energy rates are increasing to stay in-line with industry costs, our rates are still well below the cap.
When will my Direct Debit be increased to reflect this?
Your rates will change on 01 October 2020 and your account, will show this change on this date. We will be reviewing your direct debits and will let you know if yours has changed in the following months. Please reach out to us if you have any concerns about your direct debit increasing.
Why is it going up when Ofgem reduced prices?
You may have picked us due to our low rates and we have loved giving cheap, renewable energy to you. However, with rising energy costs and increased energy use, we now need to increase the rates to industry standards.
What do I do if I want to leave?
We’re sorry to see you go! If you’re still on the fence, then please contact us and we can discuss our options. If you’re set on leaving, then the easiest way to go is to switch to another provider. They will handle switching over for you.
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.
From time-to-time we give our customers prizes for submitting meter readings online. You can view the full terms and conditions of this here.
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.
We can’t currently support smart prepayment meters, so in this case we can’t switch you. We’re working on it, so watch this space!
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 it’s time for you to renew, we won’t move you onto a standard variable tariff priced the same as Ofgem’s maximum price cap like some big suppliers do. We’ll automatically move you onto a similar term contract with new fixed rates, e.g. a 12 month fixed tariff - giving you 12 months of reassurance that your rates won’t change, and with no exit fees if you decide it’s not for you.
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 straight away.
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.
What is the Price Cap?
OFGEM, the independent energy regulator, has introduced a price cap to protect customers from unfair energy prices. We think this is a great idea!
Things like your meter type, postcode and energy usage can all affect what your price cap will be. You can find out more on the official OFGEM website.
OFGEM review their Price Cap twice a year in April and October. If it ever increases or decreases, we'll adjust your prices accordingly. The current Price Cap ends in 2023.
What is a variable tariff?
If you’re on a variable tariff, your unit rates and standing charges can change depending on energy costs in the UK. We’ll always let you know at least 30 days before this happens.
What is a fixed tariff?
If you’re on a fixed tariff, your unit rates and standing charges are locked-in for the length of your contract.
What you actually use might be different from what we expected, so we'll keep an eye on your usage to make sure you're paying the right amount for the energy you're using.
What happens if I forget to top up or run out of credit on my prepayment meter?
If you can’t top up in time and your credit falls below £2, we’ll give you £11 of emergency credit on your Electricity meter, and £5 on your Gas meter to help you out.
To activate this, just put your key or card into your meter and select yes.
You won’t need to pay any extra charges for this. You’ll just need to make sure you pay for what you’ve used as well as what you will need on your next top up.
What happens if I’ve used up my emergency credit and can’t top up my meter right now, will I lose power?
If you are having trouble topping up, you can contact our Customer Service team. Just call us on 0333 103 8277.
Outside 9am - 5pm Monday to Friday (and on bank holidays), your Electricity meter will activate friendly credit so you will not lose power.
You won’t need to pay any extra charges for this. You’ll just need to make sure you pay for what you’ve used on both emergency credit and friendly credit, as well as what you will need on your next top up. Make sure you top up a minimum of £1 more than what you’ve already used or your meter won’t switch back on!
Gas meters do not offer friendly credit, so if you run out of emergency credit your meter will turn off.
What is emergency credit?
If you can’t top up in time and your credit falls below £2, we’ll give you £11 of emergency credit on your Electricity meter, and £5 on your Gas meter to help you out.
To activate this, just put your key or card into your meter and select yes.
You won’t need to pay any extra charges for this. You’ll just need to make sure you pay for what you’ve used on emergency credit as well as what you will need on your next top up. Make sure you top up a minimum of £1 more than what you’ve already used or your meter won’t switch back on!
I’ve lost my Electricity key / Gas card. What do I do?
Just give us a call on 0333 103 8277 and one of our Customer Ambassadors will be happy to help you get a replacement.
My prepayment meter is showing an error. Help!
First of all, try wiping your key or card, this might solve the problem straight away. You can also check your receipt for a “Credit failed” message.
If your meter is beeping or showing an “E”, your credit is running low and you need to top up.
If that doesn’t solve the problem just call us on 0333 103 8277 and one of our Customer Ambassadors will be happy to help.
How do I top up my prepayment meter?
To add credit to your prepayment meter, just take your Electricity key / Gas card to your local Payzone or Paypoint.
You can top up any amount greater than £1. If you've used emergency credit, you'll also need to top up this amount.
What if I already have a home care or boiler care elsewhere?
We offer boiler care on selected tariffs. If you’re worried about switching away from your current provider, you can call and tell them you’re switching away. To find out more please click here.
Can you tell me more about Orbit Energy’s Boiler Care?
It’s fantastic that you’re considering switching to us and looking at our Energy + Boiler Care tariff. This has limited availability right now, to find out more please click here.
There’s something wrong with my boiler. What do I do?
If you’ve got boiler care with us and there’s a problem with your boiler, please click here for info on how to get help.
Meter Readers and Engineer Visits
We will send a meter reader to collect a meter reading at least once a year. The company we use are TMA. For more information on TMA, or to read their COVID-19 safe working practices, you can visit their website here.
If we need to send an engineer to your property to do some work on your meter; we use a company called Magnum Utilities. For more information on Magnum Utilities, or to read their COVID-19 safe working practices, you can visit their website here.
For some types of gas meters, we may need to send out an engineer from National Grid. You can visit their website here.
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.
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.
How can I save energy in my home?
There are a few quick tips you can follow to save energy:
- 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. 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. 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. 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. 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/
COVID19: What's going to happen during the Coronavirus pandemic?
These and uncertain times for us all. With this in mind, we've pulled together a COVID19 webpage where all your questions will (hopefully) be answered.
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.
How do I log in to my Orbit Energy account?
Simply go to the log in page and enter your email address. We'll then send an email to the address linked to your Orbit Energy account.
Clicking the link in this email will sign you in. If you don't get an email within a few minutes, make sure you check your spam or junk folder.
If I turn on my lights, is that 100% renewable/green?
Your energy is transported by the National Grid, so you can never guarantee exactly where it’s coming from. What we can do is keep an eye on how much electricity you are using, and equally match this with energy from 100% renewable/green sources.
This is called Renewable Energy Guarantees Origin (REGO). This is a programme designed by OFGEM to give transparency to customers about where their energy comes from.
What if I need extra support? (For vulnerable customers)
If you are of pensionable age, disabled or chronically sick, we can add you to our priority services register (PSR). If you'd like to be added to this, simply log in to your online account and select the option that's most relevant to you from the drop-down list.
You can find out more about this on OFGEM's website.
How do I sign up to the Refer-A-Friend programme?
You can sign up to the refer a friend programme through the “my account” page on the Orbit Energy website. Once you’ve signed up your ready to start sharing! You can send your personal link to all your friends and family via our one click email and social media links. Our handy dashboard will let you keep track of the referrals you’ve made and how many of your friends have joined us.
How do I refer my friends?
We’ve made it easy. Once you register, we will create a unique code so that we know when your friends join us. You can email your personal link to your friends or share it on social media, which takes just one click. When your friends click on the link they will be taken to our website to see how much they can save on their energy. Once they join and have made their first payment we’ll reward you and your friend.
How do I get my Refer-A-Friend rewards?
Once your friend successfully joins us and has made their first monthly payment, we’ll send you your reward via email.
How much will my friend save with the Refer-A-Friend programme?
The typical household will save £100 or more on their energy bills when they switch to us. Once your friend has successfully joined us and made their first payment, we will also reward them with a £50 credit on their energy account.
What if my friend didn’t use my referral code?
For you and your friend to be rewarded they must use your unique referral link. We can’t go back and apply them afterwards.