How Can We Help You?
Find quick answers to your questions about our energy services, smart meters, and billing.
Frequently Asked Questions
How is a smart meter installed? Installation is typically quick and clean, performed by a certified engineer at your convenience. They will replace your old meter with the new smart meter and set up your in-home display.
Is my data private? Yes, your energy data is securely encrypted. We only share aggregated, anonymized data for network management, or specific data with your explicit consent.
How do I read my in-home display? Your in-home display shows your real-time electricity and gas consumption in pounds and pence, as well as kilowatt-hours. It also displays your current tariff and account balance if you're on a prepayment plan.
How do I top up my prepayment meter? You can top up online via our portal, through the Spark Utility Solutions app, or at any PayPoint or Payzone outlet. Your in-home display will guide you.
What happens if my credit runs out? If your credit runs out, your supply will switch off. Smart meters offer emergency credit, which you can activate via your in-home display or app to give you time to top up.
What is emergency credit? Emergency credit is a limited amount of credit to ensure your supply doesn't cut out at awkward times, like in the middle of the night or on a public holiday. You must repay this credit when you next top up.
How are tariffs calculated? Your tariff is based on your chosen energy plan, which outlines the unit rate for electricity and gas, and a daily standing charge. These are clearly detailed in your contract and visible on your in-home display.
When should I consider switching tariffs? We recommend reviewing your tariff annually or if your energy usage habits change significantly. Our customer service team can advise you on the best plan for your needs.
My meter isn't working/displaying correctly. What should I do? First, try restarting your in-home display. If the issue persists, please contact our technical support line immediately, as it may indicate a meter fault.
I'm having trouble with my energy connection. Who do I contact? For immediate connection problems, check if there's a wider outage in your area. If not, contact our 24/7 technical support, and we'll help diagnose the issue.
Can't Find Your Answer?
Our support team is ready to assist with any specific questions not covered here. Please visit our contact page to reach us directly.
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