Powershop Pro: FAQ's

Powershop Pro gives you the ability to see how much energy you’re using - and manage how much you pay for it. To maximise your savings, you’ll need to log into your account regularly, keep your meter readings up-to-date, and buy Powerpacks.

We don’t send out bills in the post. Instead, we will send you an Account Review email every month. This shows you how much energy you’ve used, how much it has cost and how much you have saved by buying Powerpacks.

If you have used more energy than you’ve bought, we’ll send you an email telling you by how much, giving you the opportunity to buy more before we purchase for you at our standard prices. If you don’t do anything, at Account Review time we’ll buy just enough energy to cover the period for you using your preferred payment method.

You can see all your transactions and Account Reviews online under the Transactions tab.

No, there’s no need for you to pay in advance to keep your electricity or gas going. We’ll automatically charge your account each month using your preferred payment method if you have not bought enough Powerpacks in advance to cover your usage. You won’t be cut off just because you haven’t logged in and bought power in advance during the month.

Don’t worry. Powershop Pro isn’t a prepay service so your power won’t run out or be cut off if you run out of pre-purchased power. Just carry on as normal and either:

• Wait until you can access the internet, so you can buy a Powerpack or
• Wait until we email you your Account Review statement, after which we will automatically debit your bank account or credit card to cover any shortfall. You will be given between 7 and 10 working days’ notice (depending on your payment method) before we take the shortfall.

If you’re going on holiday you may prefer to buy your Powerpacks before you go or make sure there are enough funds in your bank account to cover your usage.

Your electricity supply can be interrupted for many reasons, both planned and unplanned. Interruptions to electricity supply include fluctuations in the frequency and/or voltage of supply and surges caused by high-powered electrical appliances. You can also experience surges through your telephone and cable lines.

Because interruptions happen, we recommend you minimise the risk of damage to electric appliances, and especially to sensitive and expensive appliances like computers, televisions, stereos, washing machines and dryers, and heat pumps. To do this, you can install products such as:

• Surge protectors
• Power conditioners
• UPS (uninterrupted power supply)
• RCDs (residual current devices) and isolating transformers

Which of these you use depends on your circumstances. We recommend you talk to a local electrician or your local electrical outlet to help you choose the best solution for you.

If you’re at home and there’s an interruption to your electricity supply and you either have no electricity, or your supply voltage drops (you usually notice this if your lights dim), we recommend you switch off all electrical appliances at the wall outlet. This can help prevent damage if there is an electricity surge when the supply is restored. Just leave a light or two on so you know when supply is restored. We also recommend that you have insurance that covers you for loss or damage due to electricity supply interruptions or fluctuations.

First, check if there’s a real emergency, like a live wire, that needs immediate attention.

Keep well clear of any live wires. Do not touch any part of your meter.

Call your Network Distributor quickly and get the problem resolved straight away.

You can find out who your Network Distributor is by going to www.energynetworks.org/info/faqs/who-is-my-network-operator

Alternatively, you can find a map of the Network Distributors and their phone numbers at www.nationalgrid.com/uk/Our-company/electricity/Distribution-Network-OperatorCompanies    

If your Network Distributor identifies there's no problem with your supply, there could be a fault internally and you’ll need to call a qualified electrician.

If you smell gas, think you have a gas leak, or are worried that fumes containing carbon monoxide are escaping from a gas appliance, please call the free Gas Emergency Services emergency line immediately on 0800 111 999.