Frequently Asked Questions
Have a Question?
We are here to help you. you can find most answers to your questions right on this page.
You will need to provide the following information to open an electricity with Glow Power.
- Your electricity meter reading. If you’re not sure how to get this, please visit our Help section – How to read your electricity meter.
- Your MPRN for electricity. If you’re renting, you can get these from the previous occupant, landlord or estate agent.
- Agreed transfer meter reading with the occupant leaving the premises you’re moving in to, if applicable.
- Please note that all new customers must sign up for Direct Debit.
Switching timings vary between customers, as some parts of the switch are reliant on other parties. We will trigger out a welcome pack to you no later than 48 hours after you have provided your consent and in many instances straight away depending on your mode of switch. To find out where you are at any stage you can contact us through our call centre. Generally the process should take no longer than 2 weeks. What is important is that you just have to sit back and let us take care of everything for you. You will receive a transfer letter once you have completed your switch to us. This will have your account number with us.
No. We do not organise any ‘switch off’ or ‘switch on’ while transferring you across. Your supply will not be disrupted as a part of this process.
We want our customers to be up to date with all the latest offerings. Unlike other suppliers if we bring out a new product we are happy for customers to switch across to it at any time without incurring an early termination fee. Please note your term will restart when you give your consent to change products. Please note that some products have different eligibility rules such as Direct Debit payment terms and fixed contract periods.
All Glowpower plans are billed monthly.
We rely on estimates of your meter to bill you monthly. Whenever an actual reading comes we will use this to bill you. If you are unhappy with the readings that your bill is based upon you can read your meter at anytime and submit your readings to us with the following options –
- Via you’re my account log in – Currently this is unavailable due to technical difficulties. This method will be available by mid Feb 2020 for customers to log into.
- By calling our service team during business hours
- By emailing us at firstname.lastname@example.org
All Glowpower plans require a form of Direct Debit from a bank account or credit card. Please see individual plans for further details.
To set up direct debit you can download a direct debit form here or contact our customer service team during business hours.
As a default option Glowpower will take your Direct Debit payment on the due date of your bill. If your payment is due on a weekend or public holiday then the Direct Debit will occur on the next business day following your due date. If you are flagged for a level pay type arrangement your Direct Debit will be taken out at the agreed frequency specified in your plan details.
We are here to help. Firstly please contact us via you’re My Account, email or through our customer service team at the earliest opportunity. We require 3 business days notice to stop any scheduled Direct Debit amount being taken. We can ensure that your direct debit transaction is not taken to ensure you avoid any dishonour fees. Also if you are having difficulties making payments we can help you with a payment arrangement or other options to assist manage your essential service.
We sure do. Please fill out our Special services form and return it by post to us. We will then add you to the Special Services Register with the ESB network. This will ensure that you do not lose power. Elderly people on this register will not be disconnected during winter.
If you or a member of your household depend on electrical medical equipment (e.g., home dialysis machine, a ventilator or an oxygen concentrator), please call 019609690 to register with us or download our registration form.
Glowpower will not request disconnection of registered Priority Service customers other than if asked to do so by you.
The following circumstances make customers falling under the relevant categories eligible for the Special Services Register:
- Blind or visually impaired
- If you have a carer or friend that normally looks after your bills (we can redirect your bill if you are on this register)
Also if you are deaf or hearing impaired you can email us and we will flag your account that you are not to be contacted by phone.
Should you wish to register as having a vision impairment, hearing/speech difficulties or mobility difficulties please call 019609690 to register with us or download our registration form.
We will never request disconnection of registered Special Services customers during Winter months other than if asked to do so by you.
You will need to close your account at your current property by providing us your final reading so we can send you an final invoice for your usage at this property. We will also require your MPRN and start reading at your new address to set up a new account for you for your new property. Please note that if we do not receive a final meter read for your old property you will continue to be billed by us for usage at your old property.
Your bill is due for payment 14 days after it is issued. It’s important that you pay your bill within this time to prevent your supply being disconnected.
For any network fault or outage related emergency please contact ESB Networks 24-hour Emergency line on 1850 372 999 who are responsible for operating and maintaining the electricity network in the Republic of Ireland, no matter which supplier you are with.
The Department of Social Protection has a number of qualifying conditions for eligibility for the Free Electricity Allowance.
If you are eligible to apply you can do so by completing the application form HB1. You must have a Glow Power account in your own name if you want to apply.
If the account is not in your name, you can contact us on 19609690 to have your name changed on the bill.
See the Department of Social Protection’s website for information about the Electricity Allowance.
The Department of Social Protection has set the rate for the Free Electricity Allowance at €35.00 per month. The Electricity Allowance is paid either to your nominated bank account or post office.You can either opt to receive your €35 into your bank account on the first Tuesday of every month or to collect the sum from your local Post Office.
If you switch suppliers at any stage, customer’s allowance will carry forward automatically. However, you would need to re-apply if you move house.
You should also note that the allowance does not cover the cost of installing an electricity supply in your home.
You will still continue to receive the allowance after switching to Glowpower. The Department will pay it directly into your bank account and then you use it to pay your bill. Please call the department when you’re switching to check all your details are correct. You will be required to provide proof of the new provider (Electricity Invoice) from the change date to be continue receiving electricity allowances.
We’ll help you finalise your current account and we’ll help to organize your new account at your new property.
You’ll need to provide the contact details for the new tenants or landlord. At the very least we would appreciate you giving us the details of the Real Estate agency if you don’t know the landlord’s details. Additionally we would kindly ask you to contact the landlord and get them to reach out to us as soon as possible to avoid disconnection. This means landlord will have to open an account with us. Customers can submit the landlord’s name and contact details when closing the account as well as contacting the landlord and advising them to contact us. We will also contact the landlord with the details you provide to ensure they take responsibility for the premises.
if You don’t let the landlord know, the old property may be disconnected and the landlord might be liable for the charges.
For data protection reasons, customers can’t transfer their account to landlord or new occupants. Accounts must be closed and new accounts opened.
So that we can transfer the supply into landlords name, please provide:
- The MPRN for electricity
- Meter reading from the day you move out
- The date when Landlord is taking over the account
- Phone number and email address of the landlord
Congratulations on the sale of your home. To ensure that you are no longer liable for any charges, please provide us with the contact details for the new occupants.
You’ll be responsible for the charges on the meter until we can ascertain that a new person has moved in or you provide final readings.
Customers moving out will need to provide:
- Meter readings from the last day in the property
- New Contact details for the old property – the details of the person who bought or moved in to the property.
- Be sure to transfer across to Glowpower on your new property to avoid any early termination fees on the old property.
We would appreciate you advising us as soon as you know your circumstances have changed so that we can cancel any disconnection requests that may be in place.
This is especially important if you have already submitted the final meter reading. In this scenario, it’s best to call us so that we can respond rapidly to any changing developments.
FAQs -Smart Meters
A smart meter is a new style of meter that records consumption in time periods or digital registers. In the case of domestic supply, your smart meter will have the capability to record your consumption in half hourly intervals. There are 48 half hourly intervals every day.
Do I have a smart meter? If you have the meter category type RM106, this is the meter category that is fit for and designed for smart services. Sometimes this RM106 is written on the front of the meter. Glowpower, other suppliers and ESB Networks can search your MPRN to confirm this category.
Customers who have the smart meter type RM106 have the choice of whether they want their usage and consumption data (collected by ESB Networks) sent daily or bi-monthly to the supplier (in this case Glowpower).
Glowpower customers who have an RM106 Smart meter installed by ESB Networks may choose to opt in to smart meter services, and those who do will need to give consent to have their meter data retrieved by ESB Networks daily. If a customer opts into half-hourly data sharing, data is recorded by ESB Networks in half hourly intervals and provided to Glowpower for billing and reconciliation on a very frequent basis. Smart meter customers who do not give consent to data sharing may not take advantage of smart meter services such as Time of Use tariffs.
Another important factor is what is called the CTV Value. The CTF value is a value known by ESB and suppliers, and this value assists in determining who is eligible for Interval billing. The range is between 1 and 4. If your MPRN CTF value is either 1 or 2, you may opt for non interval readings only. If your CTF value is between 1 and 4, you may opt between interval readings and non interval readings. Glowpower, as with all suppliers, can check the CTF Value of meters through ESB Networks’s extranet. Note that it can take between 30 and 40 days to establish the CTF value of your newly installed meter.
Customers who transition to smart meter services may not opt back. However, customers already on smart services can opt between data read frequently (interval readings) and infrequently (bi monthly or Non-Interval Readings). This is a determination by the CRU and ESB Networks.
To read more about ESB’s rollout of Smart Meters, click Here. (https://www.esbnetworks.ie/existing-connection/meters-readings/smart-meter-upgrade)
To watch an ESB video and understand how to read a smart meter, click here (https://youtu.be/GVQcJ1sjjRc)
Call us with your MPRN and we’ll confirm if you have a smart meter or not. If you do have a smart meter but have not yet adopted a smart tariff, talk to us about our Time of Use or Standard Smart Tariff.