You’ll find answers to the questions we get asked most frequently below. If you don’t find what you’re looking for, email us at firstname.lastname@example.org
Q. How do I switch to Zog ?
Simple click here and follow the steps to switch to Zog and start Saving.
Q. How long does it take ?
It normally takes 4 weeks to complete the switching process and we will keep you updated with progress. We need an opening meter reading and there is a 10 day window to provide this up to 5 days before and 5 days after the switching date. If you cannot provide us with a reading, then don't worry as we will request an estimate for you.
Q. Will my gas get cut off ?
No! You will never get cut off as part of the switching process and in most cases you will keep the same meter. We don't need to visit your home either, you just provide a meter reading close to the switch over date and we will take care of the rest.
Q. How do I know you will be able to guarantee me an unbroken supply of gas?
All suppliers are regulated by Ofgem who provide processes and procedures to maintain your supply.
Q. Will a plumber be involved in the switch?
No, when you switch your supplier there won't be any need for anyone to install any new cables or pipes - in fact there will be no physical changes to your property at all. You won't even be disconnected at any point during the switch-over.
Q. Do you own any pipelines?
No, the pipelines through which gas is delivered to customers are owned by Regional and Independent Gas Transporter companies. All suppliers use the services of these transporters to bring you your gas.
Q. Why do we have different prices for different regions?
Different regions have varying levels of cost for delivering gas to customers’ homes so we have different charges to reflect that.
Q. Why is fixing for longer more expensive?
Ideally we would like to make the price the same but over the longer period we need to factor in additional gas transportation price rises.
Q. Smell Gas, think you have a leak?
The local gas transporter is responsible for the pipes in each area. No matter who your supplier is call the national gas emergency number 0800 111 999 at once.
Q. Can I change my mind ?
You have a fourteen day cooling off period to change your mind. You just have to send us an email and we will stop the process. After the fourteen days it will be too late for us to stop the switch. You just need to nominate another gas supplier and this will effect a cancellation with us. Please be aware that with a fixed tariff contract there is an early termination charge.
Q. When will you bill me ?
We will take your direct debit amount as agreed on the direct debit mandate on the day of the month we have agreed. We will send you a monthly statement to show how much gas you have used and how much you have paid us. This statement is not a demand for payment, it just shows your usage and your payments. It is normal to build up some credit in the summer months which is then used during the winter.
Q. How do I change my direct debit details ?
Please email us your new account details or call us on the number found on your statement.
Q. Should I cancel my old Direct Debit ?
You should not cancel your old Direct Debit straight after going through the switching application. You need to wait until after your last meter reading has been taken and you've received your final bill from the old supplier. We are not allowed to cancel your Direct Debit with your old supplier.
Q. How often do I need to send a meter reading ?
Send meter readings as often as you like, the more the better. By providing meter readings we are able to bill you for what you have actually used rather than estimating your usage. If we find you have not sent us a reading for a while we will send you a reminder to make sure we keep track of your account.
Q. Am I tied into a contract ?
The fixed tariff is a contract for an agreed number of months. We agree not to put the price up and you agree to stay with us for that period. Even if the wholesale price goes up, the price to you remains the same. To do this we have to buy the gas upfront on the wholesale market so the price remains the same for the whole period. You're free to move away from us at any time but depending upon your tariff terms a fee may be incurred.
Q. Can I spread the cost of my energy usage ?
Yes. We see how much gas you are going to use over a whole year taking into account lower usage in the summer and higher usage in the winter. We then spread the cost over 12 monthly payments which we collect by direct debit. We try to get your payments the same every month as soon as possible, but if you join in the winter we ask that you pay a little more so your balance doesn't go into debit straight away. We ask that you send us meter readings at least twice a year and we will read your meter at least once every 2 years. If your gas usage changes significantly then we may adjust your payments so that you keep paying the right amount for your usage.
Q. Where are your advisors located ?
As you would expect with a British Energy company all our advisors are based in the UK.
Q. What happens if I have difficulty paying ?
Please contact us immediately. We are here to help and can review your payments if necessary. You should never cancel your direct debit while still under contract with us.
Q. How do I update my email address ?
Please email us from your account registered email address to request a change to your account details.
Q. What happens when my tariff is about to end/has ended ?
We will contact you just before your tariff ends. We'll tell you when your tariff end date is and what tariffs are available to you. If you haven't chosen a new tariff when yours comes to an end we'll automatically transfer your account to our evergreen variable rate Juniper tariff as per Ofgem regulations.
Q. What happens when I wish to switch supplier or tariff ?
If you wish to switch supplier or change your tariff it’s important to check and see if an early exit fee applies to your current tariff. Any outstanding balance may need to be paid before we let the switch go ahead. If you'd like to check out our current tariffs, we'd be happy to help. Switching to another Zog tariff is easy – all you have to do is contact us or use our renewal email. Additionally, please provide us with a meter reading when you register to switch away, if we do not have sufficient meter readings, we may object to your switch. If there is an outstanding balance or insufficient meter readings on your account and you have requested a switch we will contact you to remedy this so that your switch can go ahead.
Q. Do I still have to pay for energy when my property is empty ?
When a property is empty, the registered owner of the property is responsible for the usage and standing charges. Although the usage may be minimal, standing charges will still apply. The charges are the fixed costs associated with providing the energy supply such as meter readings, maintenance and the cost of keeping the property connected to the network. Whilst you have meters at your property standing charges will be applied to your account.