How we are handling Coronavirus

AdobeStock_331032101 [Converted]

As an energy company we understand it is crucial for our customers they are always able to stay topped up and on supply with ease. We recognise that due to the current circumstances some of our customers may need additional support and reassurance. We have put together frequently asked questions to help direct some of your queries.

Customers who have been financially impacted or those that are in vulnerable circumstances should rest assured that we are committed to ensuring that their energy supply remains uninterrupted. We will be keeping an eye on the government of health’s website for the latest updates.
If you do require any further advice, please contact our team on 0330 041 4902 or email us at customerservice@nabuhenergy.co.uk

Following the guidance from the government we are hoping that all our customers are staying home and only going outside for essential reasons. We want to ensure that your supply is not an additional worry to you.

SMART Customers

SMART meter customers are able to top up via the Nabuh Energy app - this is available in all app stores, alternatively you can top up via the website on your browser at: https://nabuhweb.mysecurepay.co.uk/

We advise that all SMART meter customers consider texting a close friend or relative with their gas and electric top up card numbers so they are able to top up at a store for you, you can find these numbers on your top up cards.

You can also call our automated top up line 0330 008 2138.

Traditional Prepayment Customers

Traditional prepayment customers if your meter is outside your property, leave your meter box unlocked so that someone else can top up on your behalf (if it is safe to do so).

We also suggest having a list close to hand of all friends and relatives within the area who can top up for you and if possible when topping up your meter, we advise that you try to top up more than what you normally would, where possible.

Direct Debit Customers

Direct debit customers have a constant supply of energy to the property this means that your supply will not go off. Please continue to supply us with your meter readings. This will help us ensure your monthly direct debit remains active and you will still receive bills as normal.

We would like to thank all our customers for their cooperation during this time.

Submit your Meter readings online in a quick and secure way.

Visit https://www.nabuhenergy.co.uk/submit-your-meter-readings-online/ to sign in to your account and view your details and current tariff.

Meter Readings

We ask for Meter readings to ensure that you are paying the correct amount for the energy you use.  We will ask for readings at various points of the year to ensure you are on a tariff that suits your energy usage needs.

We ask for you to provide us a Meter Reading when you first join us.  This is to ensure that you are paying for what you use rather than us having to estimate your usage – We do it all for your benefit!

If you are paying by Direct Debit, we will adjust the amount to cover what we feel you will use, we do this to ensure that you do not fall into debt with ourselves, providing your Meter Readings will ensure that your Direct Debit payments are relevant to the amount of energy you use, no more, no less

We recommend you provide us with a Meter Reading at least every couple of months, however, you are in total control and if you wish to provide one every month, then you can do that too!  Just don’t leave it too long, or you may find that your usage will be estimated, and you may be paying too much.  We will always try and get in touch with you when it is time to send in a Meter Reading though – which is why it is also very important to ensure that we have the correct contact information for you!

Of course, Smart Meters are a fantastic bit of kit that automatically send your Meter Readings to use and will stop us estimating your usage, However, not everything is always 100%, so we usually like to check.  It’s always important to know that when you switch to us, we may not be able to communicate with your Smart Meter, so you still may have to send your Meter Readings to us manually.  This is because some of the earlier Smart Meters are set to work only with the company that supplied them.  Smart Meters are also not able to be installed in all houses, sometimes, dependant on where the meters are in the house, it becomes difficult to have Smart Meters installed.

Never fear! We do know that some of this can be overwhelming.  We do have answers to your questions and would love to hear from you

Stay topped up!

Topping up using a key or card from a different supplier will stop you from gaining any of the savings that you are eligible for. For this reason, it is important that you use the correct Nabuh Energy key or card or top up online where you can.

It is important to look after your top up key or cards. This means you should keep them clean and in working order. You may have trouble topping up if they get dirty or damaged.

Try and keep an eye out for any damage and contact us ASAP to ensure you have a replacement in time for your next top up!
If you’re having problems topping up your meter, wipe your key or card gently with a clean dry cloth and put it back in.

If you have lost your card or it is damaged, contact our Customer Care team on 0330 0414 902

App top ups

using our app

Top up using our App

Have you downloaded our new app yet?

For faster, easier top ups whilst on the go, you can use our app to ensure that you always have the energy you need.

Want to know how to get it? it's simple!

1. Download the app by searching for 'Nabuh Energy' on either Apple store or Google Play

2. Register your account using the details given during sign up. **Your password must be 8 characters long, contain upper and lower case letters, one special character and a number.**

3. Once you're logged in, you will need to add your payment card. Click on the symbol in the top right to edit your profile, then select 'Visa' in the top right.

4. Select 'Add New Card' fill in your payment details and click 'Save' button, and then select 'Done' in the top right corner.

5. Go back to the 'Top Up' page and select the fuel type - either 'Gas' or 'Electricity'. Then select the amount you would like to top up by.

6. Choose how you would like to receive confirmation, either through SMS or Email.

7. Click 'Select a Card' and choose the card you have saved with your account. Finally click 'Top Up'. Shortly after you will receive a receipt through your preferred method of confirmation.

If you do have any further questions, you can always contact our customer service team on 0330 0414 902 or email at customerservice@nabuhenergy.co.uk

 

Updates

We are currently working on a newer version that will allow you to check your balance, track your payments and much more - keep updated by liking us on Facebook for all up to date news and energy information.