Where can I find my meters?
In most properties the gas meter is located in hallways, the kitchen, or outside the property in a meter box.
Your electricity meter can usually be found under the stairs or by your front door.
Most water meters are fitted outside near your outside stop tap. It will be under a small metal or plastic cover in your driveway, garden or nearby footpath. Sometimes these can be a bit further down the road. If your meter is indoors it can usually be found under the kitchen sink by your inside stop tap.
If you’re unsure of where your meters are in your property please contact the landlord or letting agent as they should be able to point you in the right direction.
Why have I been sent a bill from another energy provider?
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 Student Energy Group account. If it is, then please email clear photos of the bill to firstname.lastname@example.org and we will look into this for you.
Sometimes it’s a case where the supplies haven’t switched to us yet – which should mean we aren’t billing you for these services! Other times, the supplies are now under The Student Energy Group’s name but the previous supplier needs to update records their end. Either way, we will sort this for you!
Why hasn’t my energy switched?
Typically, there are two reason as to why there is a delay in switching energy.
- An Objection – This is when the supplier who is currently the supplier to your property does not allow the switch to take place. This is usually due to an outstanding debt on the account. The best way to get this sorted is to call the supplier and find out why they are blocking the switch. It maybe that their records are out of date and they have details for the previous tenants. In this case, it’s useful to share a copy of your tenancy agreement here. If you need help finding out who the supplier to your property is, please get in touch and we can help you out!
- More information required – Usually, this where we require a photo of your meter to make sure we’re taking over the supply at the correct address. We wouldn’t want to get mixed up with your neighbors meters! In this case, it’s best for you to send a photo of your meter with all text/labels clearly visible. We’ll usually check this against the national database to make sure we’ve got the right property.
If you’ve got any questions on these or think your switch maybe delayed for another reason, please get in touch and we’ll try to help further!
How does the energy switching process work?
When you sign up to The Student Energy Group, we will check who your current energy provider is. If it isn’t us we will need to send a transfer energy request to the pre-existing provider.
We will always try to take over the supplies in time for your move in. However, if your tenancy has begun and the energy is still being supplied elsewhere, you will need to contact the pre-existing provider about any bills prior to the date we take over.
The Student Energy Group will only bill you for energy we provide – so rest assured you won’t be double billed!
If we can’t switch a service over, then you’ll need to keep an eye out for a bill from the current provider. If you need to know who the supplier is, just let us know and we can help!
What should my broadband speeds be?
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. To find out which service you signed up for, please check your welcome email!
If you think you need an upgrade, let us know by emailing email@example.com 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!
My broadband isn’t working. How can I get it fixed?
You should have received a welcome email specifically to do with your broadband connection and how to access support. If you need anymore help with this though, just let us know at firstname.lastname@example.org or contact us via Live Chat for more specific information.
It’s my first time using the broadband. What steps do I need to take to get connected?
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.
When will my router be sent to me?
If you have chosen a Virgin connection, 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.
For all other broadband services, the router will be sent in advance of the engineer coming to install the service.
Will I require an engineer appointment?
Depending on which service you ordered when you signed up with us, an engineer may be required to attend the property to set up your broadband. If one is needed, it’s important there is someone in the property to attend the appointment to let the engineer in.
When will my broadband be installed?
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.
How do I make a payment?
Please log on to your online portal to register your payment method. To login, please click here
If you’re logging onto the portal for the first time, you will need to reset your password. Please enter your registered email address and follow the instructions sent to your inbox.
Once you’re logged on, please pre-register your card. Click on ‘my payments’ and enter your chosen payment method details. Your card will only be charged after you receive your first payment notice. You’ll receive notification of this through email. You’ll also be able to view this information on your online portal.
Once your first service has been set up, your card will be automatically charged each month. There’s no need to stress about making manual payments!
You can also make a manual payment if you need to
How does the Student Energy Group calculate my water bills?
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.
Why does my house have no hot water?
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.
I’ve received a letter from the water supplier but I’m paying for this service through The Student Energy Group. What should I do?
If you’re paying for your water service through The Student Energy Group 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 email@example.com 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.
What is my TV license number?
If your account has recently been set up, we may still be waiting for this information. As soon as we receive confirmation of your number it will appear on your online Portal
I’ve received a letter from the TV license company but I’m paying for this service through The Student Energy Group. What should I do?
Don’t worry! If you’re paying for a TV license through The Student Energy Group 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 firstname.lastname@example.org and we will contact the TV license company about this.
Do I need a TV license?
If you are using BBC services such as BBC Iplayer you are legally require to have a TV license. This includes streaming on other devices such as tablets and mobile phones.
More information can be found here.
Can I create an account for a new property?
Absolutely! If you’re interested in setting up a new account please contact email@example.com. Please let our team know what property your request relates to, what services you