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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Your Frequently Asked Questions

During these uncertain times many firmus energy customers are asking similar questions. We are here to support and help you with any enquries you may have. Please find the most common questions being ask at the moment.

Why can’t I shop around for another gas supplier?
The Ten Towns network area has been open for other suppliers to compete with firmus energy since 2015. To-date no other suppliers have chosen to serve customers in this market. The Utility Regulator ensures firmus energy’s tariffs are at the lowest cost for customers and every tariff is scrutinised by the Consumer Council for Northern Ireland and Department for the Economy. At firmus energy we are proud to be serving customers in the Ten Towns network.

Is gas dearer than oil?
Gas and oil prices have been comparable over the past 10 years, however, switching from an old inefficient oil boiler with no controls, to a high efficiency condensing gas system with controls, will reduce your energy usage by over 20%!

Is it expensive to replace my oil system with gas?
firmus energy will provide standard connections free of charge, however it costs around £2,500 to convert to a modern future proofed gas system. We support you with offers such as cash backs or 0% finance to assist with this conversion cost. In addition, many customers qualify for of a variety of grants which can support them to upgrade to a modern system.

Can you use gas boilers after 225?
Yes. firmus energy is committed to a net zero carbon future and our network, along with gas boilers, are compatible with renewable gases such as Biomethane and a blend of Hydrogen once they begin to get introduced to our network. The Utility Regulator’s principle objective for gas remains the promotion and development of the gas network and Northern Ireland’s new Energy Strategy recognises the important role to be played by the gas network on our journey to net zero carbon by 2050.

Gas prices differ in Ten Towns area compared to Belfast – why?
All natural gas in Northern Ireland is purchased by each supplier at the same virtual trading point in Great Britain. Market dynamics affect the timing of when commodity prices are reflected in each of the tariffs, but ultimately, the price paid by customers in both markets will reflect the costs to purchase the gas on the wholesale market.

For information regarding Current Energy Prices please visit our Rising Energy Costs support page. 


Energy Saving Tips

If you have a room thermostat (usually in hallway) keep it at  temperature that you feel comfortable with (normally 21oC). Homes could save up to £80 per year by turning their thermostat down by 1oC.

If you have thermostatic radiator valves, set them to a temperature that suits your rooms circumstances (it doesn’t always need to be set at maximum).

If you have a heating timer, set it to the correct times that you require heat.
Set the central heating and domestic hot water output temperatures of the boiler to your desired heat level. This may be lower than what it is currently.
Insulate - Ensure your roof space insulation is at least 300mm deep and that your cavity walls are insulated.
Make sure your boiler is serviced each year to ensure boiler efficiency.
Consider getting advanced controls fitted which allow you to keep in control of your heating whilst out and about or from the comfort of your home.

Together Let’s Save Energy!

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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