Frequently Asked Questions

Firstly, check you’ve set up an account. This doesn’t happen automatically when you sign up to Bristol Energy, so you might need to register an account. You’ll need to use the email address you provided when you signed up, as well as your Bristol Energy account number.

If you’ve already set up an online account but can’t access it, try resetting your password by choosing “Forgotten password” or by clicking this link. A temporary password will be generated and emailed to you. Be quick, though – the temporary password will expire within 24 hours!

If a gas or electricity supply has been taken over by mistake, the energy industry has processes allowing it to be returned as quickly as possible. This usually takes around 6 – 8 weeks to complete.

If we’ve taken over your electricity or gas supply without your consent, please give your previous supplier a call as soon as possible so they can find out what’s happened.

You may just have received your final bill. However, if your old supplier doesn’t seem to be aware that you’ve switched to Bristol Energy, please give our team a call as soon as possible so we can find out what’s happened.

If you notice a mistake on your Welcome Letter – such as an incorrect name, address, or supply details – please give our team a call as soon as possible so we can put it right!

Switching to a new energy supplier usually takes around 18 days (including a 2-week cooling off period). Your supply details are checked externally, which can take some time, but you should receive your first bill within 6 weeks.

When an opening reading doesn’t seem to match a property’s historical energy usage – or when a reading isn’t provided at all – it is standard practise for energy suppliers to use an estimated reading. This reading will be used on both your old supplier’s final bill, and your new supplier’s first bill.

If you’re unhappy with the estimated reading and want to change it, you’ll need to take two readings at least two weeks apart (ideally with a photograph of the meter). You can approach either your old or new energy supplier, who will use your readings to calculate a new opening reading and share it with the other supplier. This process is called a ‘Read Dispute’, and usually takes around 6 – 8 weeks.

In your Welcome Letter you’ll find a predicted Supply Start Date. In order to open your account accurately, we’ll need to receive your readings within 5 days either side of this date.

We recommend providing your readings via your online account, or the BE Connected App. Alternatively, simply send your readings – along with your account number – to customercare@bristol-energy.co.uk.

Don’t worry about giving the readings to your old supplier – we’ll send them across for you!