Help & Advice Tip: My Pay-As-You-Go Top-Up meter is not working! I have no heating. My meter has error codes. Please Help!

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Billing & Payments

I am having difficulty paying for my gas bill, what should I do?

Difficulty paying for your natural gas

If you are having difficulty paying for your gas bills, it is better that you let us know as soon as possible. We may be able to offer you a payment method that better suits your circumstances.

If you are already in debt, we may be able to offer you a payment arrangement, but you must get in touch to avoid disruption to your gas supply.

Please contact our credit control team as soon as possible on 0330 024 9000 or by email

Your call or email will be dealt with in the strictest confidence and we will do whatever we can to help.

You may wish to seek independent advice to help you deal with your debts, the below offer a free, impartial and confidential debt advice service, and can be reached on the information provided below. 

Debt Action currently operating 9am-5pm Mon-Fri.

Telephony advice available- 0800 028 1881.

Email advice available

Webchat is available 10am-4pm Mon-Fri- 

Face to face and Text service not available

Business Debt currently operating 9am-5pm Mon-Fri.

Telephony advice available 0800 083 8018.

Email advice available

Debt Factsheets available in our Money Talks Help Guides section of Advice NI website

For further information:


Didn't find the answer you were looking for? Ask a Question

The response time for reply to your query is 24 hours (Excluding weekends and Bank Holidays).
If you have an Urgent Query, please contact our customer services team on: 0330 024 9000

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What kind of business are you?

Why am I having to do this?

To give you the most accurate information for your town and county, please enter your postcode below.

How do you pay for your natural gas?

By Credit

Do you receive a monthly bill for your energy usage?


With a Pay as You Go card

Do you purchase a top-up card for your energy?


What kind of business are you?

Small or Medium Business

Small businesses spend about £2,600 or less per bill. Medium businesses spend about £35,000 or less per bill.


Large Business

Large businesses spend about £250,000 or less per bill

Make sure you have your bank details and SMP or meter serial number ready

Bank details

All we need is your account number and sort code *


SMP Number

This is the number usually at the top right of your bill or on your connection paperwork

Okay, I have them

If your account requires 2 signatures, or you are not the bank account holder, please call us first on 0330 024 9000
If you don’t have this number, call our switch team on 0330 024 9000