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Disconnection

Past Due notice on a bill

If you don't pay your fuel bill within 28 days of the date on the bill, you risk getting your supply disconnected.

Though some suppliers may start to take action to disconnect you as early as ten working days from the date on your bill.

But don't worry, your fuel supplier cannot cut you off without sending you a disconnection notice first. And it's unlikely you'll be disconnected, as long as you can pay something towards the arrears.

If you do get a disconnection notice, you should contact the Citizens Advice consumer helpline (Monday to Friday 9am to 5pm) on 0808 223 1133 or Advice NI on 0800 028 1881 (Monday to Friday 9am to 5pm) and they'll be able to help you.

What if I can't pay my bill?

If you can't pay your bill, contact your supplier straight away. Don't wait for the disconnection notice to arrive.

You should be offered an arrangement to pay off the arrears at a rate you can afford. If you can't afford to pay off the arrears in this way and you want to keep your gas or electricity supply, you may have to accept the installation of a prepayment meter.

This allows you to pay a fixed amount off your arrears at the same time as paying for the fuel you're currently using.

Some groups of customers may have extra protection from being disconnected, such as if you:

  • Are of pensionable age
  • Have long-term ill-health
  • Are disabled
  • Have severe financial problems

If you're in one of these groups, make sure your supplier knows this when you contact them.

Give us a call...

For confidential support and advice call 0800 056 2424 Monday to Friday 9am to 4pm