Need a Hand?

At Do Energy, we offer a variety of packages tailored to fit your lifestyle and make managing your bills simpler.
You can customise your package to suit your needs — we’ll take care of your energy, broadband, water, and TV licence all in one place.

Whether you’re living alone, sharing with housemates, or just the organised one who likes everything in order, we’ve got the perfect package for you!

All-In

With the current climate in the energy industry, we understand that price increases can cause anxiety. To help ease your worries, we offer an All-In Energy package — simply pay a fixed monthly fee and carry on with your life, knowing your price will stay the same no matter how much energy you use. Say goodbye to surprise bills and hello to peace of mind!

Flex

Prefer a monthly bill or want to stay more energy-conscious? We’ve got you covered!
With our Flexi package, we set your monthly payment based on what you’re likely to use and send you a statement each month to keep you on track. If your usage changes — whether more or less — we’ll adjust your monthly payment accordingly, while keeping your energy rates fixed for the entire contract.

Usually, this would indicate that we have not been able to take over your supply for the requested period.

Please check the date ranges on the bill to see whether it is a period covered by your Do Energy account. If it is, then please email clear photos of the bill to team@do.energy and we will look into this for you.

1. An Objection from Your Current Supplier
   This happens when your current energy supplier doesn’t allow the switch to go ahead. Usually, this is because there’s an outstanding debt on the account. The best way to resolve this is to contact your current supplier directly to find out why they are blocking the switch. Sometimes, their records might be outdated and still linked to previous tenants. If that’s the case, sharing a copy of your tenancy agreement can help clear things up.
   If you’re unsure who your current supplier is, just get in touch with us and we’ll help you find out!
2. More Information Required
   Often, we’ll ask for a photo of your meter to ensure we’re taking over the supply at the correct address. We want to avoid any mix-ups with your neighbour’s meter! Please send a clear photo showing all the text and labels on your meter. We’ll check this against the national database to confirm the details are correct.

If you have any questions about these reasons or think your switch might be delayed for a different reason, please reach out to us — we’re here to help.

It is important to provide regular meter readings, and we recommend submitting them at least every three months. This helps us accurately calculate your energy usage, even if you are on an unlimited package.

If you are on a Flex package, we advise submitting your meter readings at least 5 days before your bill is due. This ensures we can calculate your actual energy usage for the month and help you pay the correct amount.

In most properties, the gas meter is usually located in hallways, the kitchen, or outside in a meter box.

Your electricity meter is often found under the stairs or near your front door.

Most water meters are fitted outside close to your outside stop tap, typically under a small metal or plastic cover in your driveway, garden, or nearby footpath. Sometimes, they might be a little further down the road. If your water meter is indoors, it’s usually located under the kitchen sink by your inside stop tap.

If you’re unsure where your meters are in your property, please contact your landlord or letting agent — they should be able to guide you.

We strive to have your services up and running by the start date of your contract. However, sometimes things don’t go exactly as planned!  Your first bill might be lower than you expect, and that’s totally normal as some services may not be live at the time the bill is produced. On the flip side, your next bill may be a bit higher as it will include charges for any services that were missed during the initial setup.

Your bill will arrive by email on the 1^st of each month. If that day happens to be a weekend, no worries! You’ll receive it on the next working day instead.  Your payment will be due 7 days after your bill is generated.

You should have received a welcome email specifically to do with your broadband connection and how to access support.  If you need any more help with this though, just let us know at team@do.energy or contact us via Live Chat for more specific information.

We always try to set up your broadband around your move-in date. It’s important that somebody is in the property to receive the router, and in case an engineer appointment is required. Our team will contact you as soon as we have confirmation of your broadband activation date.

Please let us know as soon as possible when you know which date you’ll be moving in so we can get this arranged for you.

If no engineer visit is required, your router will be sent to you in advance of your broadband activation via Yodel.  We will keep you updated on when to expect its arrival.  If you’re not in, Yodel will try to deliver this again the following day.  They should leave a missed package slip.

Your router should come with instructions on what you need to do to get up and running.  Simply follow the instructions provided and away you go!

If you’re looking for your password to login to the router, this is usually at the bottom of the router.  It’s important that you use ‘Passphrase’ as the password.

We offer a range of packages and speeds so this depends on which service you took out with us at the time of signing up.

If you think you need an upgrade, let us know by emailing join@do.energy and one of our team will get back to you.

If you’re struggling with your speeds, it’s important to remember that the more devices that you and your housemates are connecting, the more this can put a strain on the network.  It may be worth trying to disconnect some devices to see if this helps!

If your property has no hot water this usually indicates that there is a maintenance issue within the property. There could be a problem with your boiler. As this is likely unrelated to your gas and electricity, we would recommend contacting your landlord or letting agent to get this fixed.

If you’re paying for your water service through Do Energy then you don’t need to pay the water supplier directly. These letters are often sent by an automated system, as the water supplier needs to amend their billing address records.

Please email a clear photo of the letter you have received to team@do.energy and we will contact the water supplier about this. You don’t need to contact the supplier directly and you can ignore any letters you receive.

To calculate your payments to us, we look at the historic billing data for your property per annum.  We’ll then break this down per month over your contract period and split this between you and your housemates evenly.

Don’t worry! If you’re paying for a TV licence through Do Energy then you are definitely covered!  These letters are sent by an automated system and they should stop as soon as the company has updated their records.

Please take a photo of the letter you have received and email it to team@do.energy and we will contact the TV licence company about this.

If you are using BBC services such as BBC iPlayer you are legally require to have a TV licence.  This  includes streaming on other devices such as tablets and mobile phones.

More information can be found here.

To cancel your account, please email us at team@do.energy and one of our team will pick up your request.  Please note, cancellation fees may apply as per our cancellation policy