Frequently Asked Questions

Getting Started

• Who is Data Energy?
• Customer Service Code of Conduct
• Quick Setup
• When will I receive my first bill?
• Your first Data Energy bill
• How frequently will I be billed?
• See all 8 articles

Managing your Account

• How do I create a Customer Portal account?
• Can I pay by Direct Debit?
• What happens if my bank doesn't support Recurring Payments?
• Are Recurring Payments secure?
• Are Recurring Payments the same as Direct Debit?
• What are Recurring Payments?
• See all 22 articles

Billing Queries

• How has my tariff been calculated?
• How does the billing process work?
• What is a tariff?
• How can I pay my bill?
• Why is my account in credit?
• Who sets my tariff and charges?
• See all 27 articles

Meter Readings and Consumption

• What does it mean if my meter is in quarantine?
• How can I check my energy consumption or meter readings?
• How are my meter readings collected?
• Who is responsible for maintaining my meter?
• Where is my meter located?
• How do I submit a meter reading?
• See all 12 articles

PAYG / Prepayment Customers

• How do I top up my pay-as-you-go (PAYG) meter?
• Why do I have a pay-as-you-go (PAYG) meter?
• How do pay-as-you-go (PAYG) meters work
• My top up hasn't gone through to my meter - what should I do?
• What should I do if I've lost my top-up card?
• I don't have an in-home display - how do I monitor my energy use?
• See all 7 articles

General

• Should I leave my heating on all the time?
• Your energy glossary
• My bill says I'm on a District Supply Scheme - what does this mean?
• Why are you referring me to my Heat Supplier or Managing Agent?
• Who should I contact if I have an issue with the heating equipment in my home?
• Data Energy no longer bill my development - what happens to my account?
• See all 11 articles

Heat Networks

• Who is the Heat Supplier?
• Who manages the heat network?
• What is a heat network?
• Are heat networks common in the UK?
• Who is responsible for maintaining the heat network?
• What is heat network efficiency?
• See all 12 articles

Technical Support and Trouble Shooting

• Why is an engineer visiting my home?
• I've had an engineer visit. What happens next?
• Secure Unit user guide
• Find the instructions for your Central Heating Programmer
• What should I do if my meter isn't working?

Emergency Issues

• I've had a power cut - what should I do?
• I have a leak - what should I do?
• I’m not receiving any heat or hot water - what should I do?
• I have received a supply suspension notice - what should I do?