Ebico closes phone service amid coronavirus

Ebico call centre

Ebico has closed its call centres during a time when energy customers are in greater need of support than ever during the coronavirus outbreak. Find out now what you should do if you need to contact the provider in case of an emergency.


For up-to-date information regarding the development of the coronavirus pandemic, consult official sources like the World Health Organization and the UK government.

In response to the coronavirus (COVID-19) pandemic, Ebico has temporarily closed its customer service and sales phone lines. The energy provider says it made the decision in response to “the Government’s social distancing advice to protect [the] staff and wider public”.

Ebico customers will be notified when lines reopen.

It’s not just Ebico that has limited its call-centre services in an effort to contain the spread of the coronavirus. Energy companies across the country are impacted by the coronavirus outbreak. Many energy call centres have either closed or are operating at reduced capacities.

Some energy companies, like EDF Energy, have even advised agents to politely terminate customer calls that are not urgent.

With UK residents on lockdown in their homes, customers are more likely than ever to be concerned about their energy supply.

Let’s have a look at what Ebico customers should do if they have any problems with their energy supply or need to contact the provider during this period of disruption caused by COVID-19.

What if it’s an emergency?

To report a power cut in your area, contact UK Power Networks on 105. To report a gas or carbon monoxide leak, you should immediately contact the National Grid at 0800 111 999.

Ebico prepayment customers are at a much higher risk of losing their gas or electricity supply than customers who pay via direct debit or on receipt of a bill. We break down what prepayment customers should do in the case of an emergency.

Customers with credit meters can rest assured that Ebico will not disconnect their supply during this time, even if payments have not been made on time.

Help for pay-as-you-go customers

electricity meter

To better ensure that customers have gas and electricity throughout this difficult time, prepayment customers are still permitted to leave their homes to top up. We recommend topping up more than usual to cover the likely increase in consumption, as well as to minimise the chance of you catching or spreading the coronavirus by having to go out again.

If your gas or electric supply has gone off, or if you are having an issue with topping up your prepayment meter and are likely to lose supply, you should send a text message to Ebico at 80818 with the word Support.

An Ebico agent will call you back as soon as possible to discuss how to sort your issue. With most advisors working from home, don’t be surprised if you hear a child playing or a dog barking in the background.

For other enquiries

For Ebico customers who have less urgent cases, such as wanting to pay a bill or change personal details, there are still a number of ways for you to manage your query.

We also encourage customers to visit Ebico’s online FAQs page for help and advice.

Email customer service

Even though Ebico customers may not be able to speak with an advisor over the phone amid the coronavirus outbreak, you can still contact the provider by sending an email to the customer service department at customerservice@ebico.org.uk.

We suggest you only send an email to Ebico if your case is urgent so that representatives can prioritise support for vulnerable customers and others most at need.

Call the automated phone service

Customers can also do the following by calling Ebico at 0800 028 6699 and selecting the relevant option from the automated recording:

  • Submit meter readings
  • Make bill payments
  • Top up smart meters
  • Retrieve previous payment code

Make sure you have your 19-digit payment reference number on hand. This can be found either on your top-up card or below the barcode on your energy bill.

Access your online account

Customers are still able to manage their accounts online. If you haven’t yet registered for an online account, you can do so on the provider’s website.

Online account features allow customers to do the following:

  • Submit meter readings
  • Pay and view bills
  • View tariff information
  • Track usage
  • Update personal details
Updated on