Check out our FAQs

Below you will find the answers to a wide range of questions we get asked the most. Browse the categories listed below to help quickly find the answer you are looking for.


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Switching to Us


How do I switch to Iberdrola?

It’s easy to switch to Iberdrola. We want to make your energy choices clear, simple and clean – that’s why our tariffs are 100% green and you can choose between two different tariff types:

  • Our discounted tariff - offering you a discount on our Standard unit rates, or,
  • Our fixed tariff - fixing your unit rates so you’ll know exactly what price you’re paying for 12 months.

Click to Switch Now!


I've just switched to Iberdrola. What happens next?

Thank you for choosing Iberdrola.

We're busy starting the transfer process which takes up to 2 weeks. We'll be contacting your existing supplier to let them know you're switching to Iberdrola so they can close your account and send your final bill.

In the meantime, we've set up your online account and will send you an e-mail shortly with more details on how to access it.

We’re in the process of creating your welcome pack and will e-mail you when it’s ready. You’ll be able to view and print it from your online account.  If you don’t have an e-mail address then we’ll send it to you in the post.  Please take some time to read it and make sure we’ve got all the details correct.

When your transfer is complete we’ll be in touch to let you know.


Can Iberdrola supply my home with both gas and electricity?

We can supply your home with electricity now and we’ll be launching our gas tariffs later in the year. If you want to switch both your gas and electricity, why not switch your electricity now and we’ll be in touch to switch your gas as soon as it’s available.

I’ve just switched to Iberdrola, why is my old supplier still taking a Direct Debit payment?

We’ll let your existing supplier know that you’re leaving and they’ll create your final bill.  Once your final bill has been issued, they’ll take one final Direct Debit payment to clear the remaining balance, or issue you with a refund if your final account balance is in credit. You'll usually receive your final bill within 6 weeks after the switch date.

If you’ve any questions about a Direct Debit payment or your final bill from your old supplier, please contact them directly.


What information do I need to switch?

Switching to Iberdrola only takes a few minutes, here's what you'll need to complete your switch;

  • Your MPRN - Your MPRN (Meter Point Reference Number) will be used to confirm your address and can be found at the top right of your current electricity bill.
  • Your current meter reading(s) (optional) - Your meter reading(s) can be found on your electricity meter. Read the numbers from left to right, ignoring any numbers in red.
  • Your bank details - You'll need your IBAN (International Bank Account Number) to set up your direct debit. Only a Republic of Ireland IBAN can be used for switching online.

What is my MPRN and where can I find it?

Your MPRN (Meter Point Reference Number) will be used to confirm your address and can be found at the top right of your current electricity bill.

I’ve just applied to switch to Iberdrola but I’ve changed my mind and want to cancel. What do I do?

We want you to be certain you’ve made the right choice. However, if you’ve changed your mind and want to cancel your contract, you must tell us within your cooling off period, which ends 14 days from the day after you receive your welcome pack by post or e-mail. You can find further details on how to cancel here.


Where’s my Welcome Pack?

You’ll receive a Welcome Pack if you’re a new Iberdrola customer and we’ll send you an e-mail when it’s ready. You’ll be able to view and print it from your online account.

If you don’t have an e-mail address then we’ll send it to you in the post. Please take some time to read it and make sure we’ve got all the details correct.

If you haven’t received the welcome e-mail, please check your Junk folder as it may have been placed there.  If you haven’t received it then please Contact Us.


I receive the Department of Social Protection allowance for electricity or gas. Can I still switch?

Yes of course. You will still receive the allowance. The Department will pay it directly into your bank account and then you use it to pay your bill. Just give the Department a call when you're switching to check all your details are correct.

Bills & Payments


How do I view my bills?

As soon as a bill is available, we will notify you. You will be able to access and download your bills through your online account here. Simply login and select 'Bills & Payments'.

Where can I find out how much I pay per unit for my gas and/or electricity?

You can view your current tariff unit prices and standing charges on your latest bill which you can find on your online account here or by downloading our apps here. Simply select 'Bills & Payments'.

What is my annual consumption?

Your annual consumption is the amount of energy you've used over the last 12 months. You will be able to view a graph and table of your consumption broken down by previous bill periods in the app or online by selecting 'Energy Usage' in My Account.

How do you calculate my bill?

Electricity and gas are measured in units, which are then translated into kilowatt hours (kWh). You are charged a price per kWh for each kWh used. Your consumption charge is then calculated by multiplying your kWh used by the price per kWh unit rate.

We’ll then add on the Standing Charge and any levies such as PSO or Carbon Tax.  These will show as a monthly charge and  be broken down into months or part months (ie 0.5 is equivalent to 15 days charged).

We’ll take away any discounts that you’re eligible for.

Then we’ll add on VAT at the current rate to arrive at your account balance.


When will I receive my bill?

If you pay by Direct Debit, we’ll send you a bill every 2 months and collect your Direct Debit 14 days later.  We’ll send you an e-mail to let you know your bill is ready.  You can then view it in My Account or in the app by selecting 'Bills & Payments'

What should I do if I think my bill is too high or wrong?

If your bill is unexpectedly high, we recommend that you check your current and previous bills to see if any meter readings have been estimated. If your bill has been based on estimated readings we will show this beside the reading values.

It's possible that your previous bills were based on estimated meter readings that were too low and that your current bill has been calculated using actual meter readings, so it's higher than you expected. This can happen if we haven't been able to get meter readings for some time. If your current bill has been estimated please provide us with actual readings to enable us to send you a more accurate bill. To provide a meter reading:

  • Log in to My Account and select 'Meter Readings'
  • Download and enter your meter reads into our app
  • Call us

If your previous and current bills have been calculated using actual meter readings, please check the meter readings and Contact Us if they’re wrong.

If the meter readings look right, it's likely that your energy use has increased over the billing period. This could be due to the time of year - for example in winter you're likely to use more energy than you do in summer. It's also worth considering whether you've changed your circumstance or have used any new or different appliances during the billing period, which may account for the higher usage, or if one of your appliances has developed a fault.


How can I pay my bill?

We believe paying for your energy should be quick, simple – and most of all convenient. That’s why we offer a range of ways to pay.

You can pay:

  • By Direct Debit

We’ll send you a bill every two months and we’ll collect the money you owe us by Direct Debit 14 days later.

  • By card

Use your debit or credit card to pay your over the phone by calling 1850 300 370

  • BillPay

Simply take your bill to the Post Office and pay with cash or card.


Can I get a copy of, or print my bill?

You can view, download and print previous bills from the last 24 months by logging in to My Account and selecting 'Bills & Payments'. Here you will be able to view the dates and amounts of previous bills, as well as any payments you have made on this account. You can also download and share your bills by selecting 'Download' for each PDF bill available. Alternatively, you can Contact Us and we'll send you a copy of a bill at no additional charge.

How can I find details of the most recent transactions on my account?

You can view the most recent transactions on your account by logging in to My Account online or on our mobile app and selecting 'Bills & Payments'.

I’ve left Iberdrola, why are you still sending me bills?

This may be because your switch to your new supplier has not completed yet. Switching supplier can take 1-2  weeks after you’ve applied to transfer. Therefore your normal billing cycle with Iberdrola will continue up until this point.

After your switch is complete, it can take up to 6 weeks for us to send you a final bill.

If you don’t receive your final bill, or if it continues for any longer than this, please Contact Us.


How often will my meter be read?

There are at least two planned meter reads per year. So, two of your bills will be based on actual readings providing the meter reader can access your meter. The remaining four reads may be estimated, however you can frequently enter your reads via your online account to ensure the bills are more accurate. Simply login to My Account and click 'Meter Readings'

I am struggling to pay my electricity bills, what do I do?

If you're having difficulty paying please Contact Us as soon as possible. It may also be helpful to contact MABS who can provide a free, confidential and independent money advice service.

You can call the MABS helpline on 0761 07 2000 Monday to Friday 9am-8pm.


When will I receive my first bill?

We will send you an email when your first bill is available. You will be able to view and download your bills by logging in to My Account or on our mobile apps and simply selecting 'Bills & Payments'.

How often will I receive a bill?

We will send you a bill every two months and we will collect the money you owe us by Direct Debit 14 days later.

What happens if I miss a payment?

If you miss a payment don't worry, you can make a payment at any point by Contacting Us. We will send you email reminders if this happens to ensure you are always in the know if a payment has been missed or if a payment has failed making your account fall into a past-due balance.

If you have a past-due balance with us that has not been paid, and it is greater than 10 days past your bill due date then we may contact you to discuss your account to ensure your power doesn't get disconnected unnecessarily.


If I have left Iberdrola, when will I receive my final bill?

Your final bill should be with you within 6 weeks from the date you switch to your new supplier.

How do I know what my closing balance is?

We'll create a final bill for you within 6 weeks of your energy switching to your new supplier. We'll send you an e-mail to let you know your bill is ready to view on your My Account or on our mobile apps or, we'll post your bill to you.

I think my final account balance is wrong and a direct debit has been taken for the full amount. What do I do?

If you think your final account balance is wrong, please Contact Us immediately with up to date meter readings. This will allow us to check the final bill and confirm the correct final balance for you. We'll try to stop the Direct Debit payment being collected until we have reviewed your account. The sooner you contact us, the sooner we can help sort out any problems.

I've left Iberdrola. My final meter readings are incorrect/ based on an estimated reading. What should I do?

Please contact us immediately with up to date meter readings. This will allow us to check the final bill and confirm the correct final balance for you. To amend incorrect final readings we need to agree this with your new supplier so please allow a further 28 days for us to do this and finalise your account.

Emergency Information


What should I do if there is a power cut?

If there is an electrical emergency or if you have lost power:

Call ESB Networks who are available 24 hours 7 days a week on 1850 372 999.


What should I do if I can smell gas or think there is a gas leak?

If you smell gas or suspect a leak:

Call Gas Networks Ireland on 1850 20 50 50 (24 hours). Don't assume somebody else has reported the smell.

  • Evacuate everyone from the building and open doors and windows
  • Turn the gas supply and gas appliances off at the mains
  • Don’t smoke or use any naked flames
  • Don’t turn electrical switches off or on
Carbon Monoxide – The Silent Killer

Carbon monoxide (CO) is a deadly gas that can’t be seen, smelled or tasted but can kill quickly with little warning. Signs of CO poisoning:

  • Initial symptoms are similar to the flu (but without the fever) but more severe symptoms include confusion, vomiting, loss of muscular coordination and loss of consciousness.

Signs of a CO problem:

  • Staining, sooting or discolouring around an appliance
  • Condensation on windows
  • A strange smell when an appliance is on (remember: carbon monoxide itself has no smell, but other fumes produced by burning may smell)
  • Symptoms occurring when a particular gas appliance is on which improves when you’re away from the property

If you suspect CO poisoning:

  • Turn it off any gas appliance you’re using immediately, open windows and get fresh air and seek medical advice

How to prevent CO problems:

  • Have your gas appliances checked once a year by a Registered Gas Installer
  • Make sure your appliance vents are clear
  • Install a carbon monoxide alarm

Find out more at:

gasnetworks.ie/home/safety/carbon-monoxide

carbonmonoxide.ie


Complaints


How do I make a complaint?

We're sorry you have the need to raise a complaint with us and we want to do everything we can to put things right. Please visit our Complaints page to find out more information on the complaints process and how you can get in touch.

How long will it take for you to deal with my complaint?

We’ll aim to resolve your issue straightaway, which is the case for the majority of our customers. If we’re unable to due to the nature of your complaint we’ll keep you informed of our progress until it’s fully resolved.

Who will deal with my complaint?

In the first instance our customer service advisors will aim to resolve your issue. If they can't resolve your complaint straight away your complaint will be passed to a member of our Customer Complaints team. At this time you will be given a dedicated complaints handler and they will also agree your preferred contact dates, times and method with you to keep you informed. They’ll commit to contact you within 10 working days.

How will I be kept updated about my complaint?

Your dedicated complaint handler will keep you informed of progress until your complaint is fully resolved, they’ll discuss the best times and methods to get in touch with you and will also inform you of the various ways you can get in touch with us.

When will you contact me about my complaint?

We'll endeavour to contact you as quickly as possible to resolve your complaint, in most cases via telephone within 10 working days. However, there may be occasions where we are unable to reach you. Rest assured we'll continue to attempt to contact you at various times/days. Where we're still unable to get in touch we'll take all necessary action to resolve your complaint the best we can.

Why do you need more information from me?

We may get in touch to request some additional information such as meter readings or a meter serial number to ensure we have the most up to date and accurate information to resolve your complaint.

What should I do if my complaint is closed but I'm not happy with the outcome?

We always aim to resolve complaints to our customers’ full satisfaction but if you feel that your complaint isn’t fully resolved you can ask us escalate your complaint to the Head of Customer Experience to review it. Simply Contact Us through any of our contact methods.

When can I escalate my complaint to the CRU?

After eight weeks, if you’re not happy with the resolution of your complaint you have the right to contact the Commission for Regulation of Utilities (CRU) for independent review. The CRU will only review once your have completed our complaints process.

Your Account


I have forgotten my password

You can reset the password for your online account by clicking here. Just enter the email address associated with your online account, click to continue and select ‘Forgot your password?’.

If you have access to the email inbox for the email address associated with your online account, then we can email you a magic link which will give you access straight to your online account, or you can request a link where you reset your password.

If you are already logged into your online account, you can access ‘My Details’ from your account dashboard, and you change ‘change password’ under your ‘Account Details’.


What can I do with my online account?

With your online account you will be able to;

  • View and download your bi-monthly bills
  • Track your energy usage
  • Manage your payments
  • Edit your personal details
  • Enter a meter reading
  • Browse all documents and communications

All at your own convenience!

Why not download our iOS or Android app to have all this functionality at your fingertips on the go?


I don't see any energy usage in my online account?

With your online account or on our mobile app you will be able to view and track your energy usage after your first bill has been created. You will be able to view the cost in euros (€) and your usage in kWh.

How do I register for an online account?

You can easily register for an online account by clicking here. To register you will need:

  • Your Meter Point Reference Number (MPRN) which can be found at the top right of a current electricity bill
  • Your Iberdrola account number which can be found on your Welcome Pack

How do I submit a meter read?

To submit a meter read, simply log in to My Account or on the app and select 'Meter Readings'.

How do I notify Iberdrola of a bereavement?

If you have recently lost a loved one and need to change any account information, we have a dedicated team at your service to help you through this difficult time. You can Contact Us by calling 1850 300 370, Monday to Friday 8.00am - 8.00pm and Saturday 9am - 4pm or you can email us contactus@iberdrola.ie. To do this you'll need the following information:

  • Your relationship to the account holder
  • Account holder details (Iberdrola account number or address)
  • The date the person passed away
  • A contact phone number for you
  • Up to date meter readings for the property
  • Who will now be responsible for the energy bills

If you don't have this information to hand, please try and gather as much as possible to allow us to help. We may ask for a Letter of Confirmation or a grant of Representation from the Personal Representative of the Estate or Power of Attorney. In certain circumstances we may also ask for a copy of the death certificate.


Moving Home


What if I move property, can I take my energy contract with me?

We want your energy bills to be the last thing on your mind when you are going through the stress of moving home. If you are moving property please Contact Us and we will arrange your Iberdrola account switch over for you.

How do I tell you that I'm moving home?

Please let us know you're moving home at least 2 working days before your move. Simply Contact Us either by e-mailing us at contactus@iberdrola.ie or calling us on 1800 300 370 and we'll be able to help you transfer your account to your new home.

Please make sure you have this information to hand:

  • The date you're moving
  • Up to date meter readings
  • The addresses of your old and new home
  • Contact details for the landlord/letting agents (if applicable)

The name of the new occupier at your old address (if known) If you don’t give us at least 2 working days’ notice before you move out, you’ll continue to be responsible for the energy supply for 2 days after you give us notice or until the new occupier enters into an energy supply contract.


How do I notify you of a new tenant moving into a property?

Either you (as the Landlord) or your tenant can let us know of the change. However, the new tenant or account holder (if this differs) needs to Contact Us to set up their new account, tariff and payment plan.

We need at least 2 working days before the change. Otherwise the existing tenant will continue to be responsible for the energy supply for 2 days after you give us notice. Simply Contact Us either by e-mailing us at contactus@iberdrola.ie or calling us on 1800 300 370, and we'll be able to help make the change for you.

Please make sure you have this information at hand:

  • The date the new tenant is moving in
  • Up to date meter readings
  • The addresses of your property
  • Contact details for you as the landlord/letting agents
  • The name of the new tenant
  • Forwarding details of the tenant moving out (if applicable) so we can prepare a final bill.

I've moved home and have a credit balance - how and when will I get my refund?

If Iberdrola supplies the energy at your new home your account balance should normally be transferred from your old home to your new home automatically.

If Iberdrola don’t supply the energy at your new home, we’ll generate a final bill for you which you must pay if there is an outstanding balance or we will send you a refund within 8 weeks.

If you pay by Direct Debit, please don’t cancel your Direct Debit as we’ll refund directly into your bank account. We aim to provide it within 8 weeks of you receiving your final bill.

If you’ve cancelled your Direct Debit, or don’t pay by Direct Debit we’ll issue your refund by cheque within 8 weeks of you receiving your final bill.


I didn't take final meter readings when I moved home, how will this affect my final bill?

If someone new has moved into your old home, we may be able to use their opening meter reading as your final one. However, if we can’t obtain actual final meter readings then we’ll have to estimate your final bill based on your previous consumption. Either way, if Iberdrola supply your new property we’ll transfer any debit or credit balance to your new home, otherwise we’ll send you a final bill.

Why do I need to give meter readings when I'm moving home?

We want your final bill to be accurate and need final meter readings to do this. If we don’t have actual meter readings we’ll estimate your final readings based on your previous usage.

Remember to let us know you're moving home at least 2 working days before your move. To do this simply take your meter readings and then Simply contact us either by e-mailing us at contactus@iberdrola.ie or calling us on 1800 300 370, and we'll be able to help you transfer your account to your new home. If you don’t give us at least 2 working days’ notice, before you move, you’ll continue to be responsible for the energy supply for 2 days after you give us notice or until the new occupier enters into an energy supply contract.


I'm moving house but haven't sold my old house yet. When should I provide you with my final readings?

First, if you’re new home is already supplied by Iberdrola or you want it to be then you’ll need to let us know you're moving into your new home at least 2 working days before your move. We can then set up a new account at your new home for you.

You’ll still be responsible for paying for the energy you use in your old home until your house sale is complete. Remember to let us know at least 2 working days before you hand over your keys by Simply Contact Us either by e-mailing us at contactus@iberdrola.ie or calling us on 1800 300 370 beforehand.

Please make sure you have this information to hand:

  • The date you're moving
  • Up to date meter readings
  • The addresses of your old and new home
  • Contact details for the landlord/letting agents (if applicable)
  • The name of the new occupier at your old address (if known)

If you don’t give us at least 2 working days’ notice before you move, you’ll continue to be responsible for the energy supply for 2 days after you give us notice or until the new occupier enters into an energy supply contract.


What's the best tariff for me in my new home?

It’s important to us that you’re on the best deal for you based on your needs. It only takes a few minutes to compare our tariffs online. Click here to Switch Now.

Why are you sending letters to my home in someone else’s name?

If you’ve just moved into a new home, the letter may be addressed to your landlord (if you have one) or to the previous occupier as we don’t have a forwarding address for them.

Or it may be that we have been provided with incorrect information regarding the occupants of your home. If this happens, please Contact Us, so that we can sort this out.


Will I keep the same Iberdrola account number when I move house or change address?

We'll usually provide a new account number when you move home or change address.

I'm moving to a home already supplied by Iberdrola - will the electricity/ gas be on when I move home?

There should be no interruption to your electricity/ gas supply.

Please let us know you're moving home at least 2 working days before your move. Simply Contact Us either by e-mailing us at contactus@iberdrola.ie or calling us on 1800 300 370 and we'll be able to help you transfer your account to your new home.


Still need help?

There are a number of ways you can get in touch.