MyAccount update FAQs
MyAccount will be unavailable from 6pm on the 10th of November and will be back up and running on the 25th of November.
MyAccount will be down for 15 days between the 10th and the 25th of November.
We understand it’s frustrating not being able to access your account for this length of time, and we’re sorry for the inconvenience this may cause.
This isn’t a minor update, we’re carrying out a full system upgrade. That means we’re replacing the core systems that support MyAccount to make them more reliable, secure, and better for the future.
Because we’re securely transferring and checking customer data, MyAccount needs to stay offline while this work is completed. This helps us make sure everything is accurate, safe, and working properly when the service comes back.
We really appreciate your patience while we carry out this important work and get everything ready for you.
If your payment is due during this time, we recommend making it before the maintenance period begins, or as soon as the service is back up and running.
After the update, you’ll need to reactivate your online account to access MyAccount again. Don’t worry, we’ll contact you with clear steps on how to do this, and you don’t need to take any action right now.
Thank you for your patience while we carry out these improvements.
We understand it can be frustrating if you need to update your details while MyAccount is offline.
If you need to make any changes, please try to do this before the maintenance period begins, or once the service is back up and running.
After the update, you’ll need to reactivate your online account to continue using MyAccount. Don’t worry, we’ll be in touch with clear instructions on how to do this, and there’s nothing you need to do right now. Thank you for your patience while we make these improvements.
If you need to download a copy of your bill, please do so before the maintenance window or once services are back online.
Following this maintenance, you will need to re-activate your online account so you can continue to access online services. We will be in contact to let you know when and how to do this. You do not need to do anything now.
Thank you for your patience while we carry out these improvements.
If you need to submit a meter reading, please do so before the maintenance window or once services are back online.
Following this maintenance, you will need to re-activate your online account so you can continue to access online services. We will be in contact to let you know when and how to do this. You do not need to do anything now.
Thank you for your patience while we make these improvements.
We’re doing this maintenance to our systems to make it more modern and reliable.
This work will help improve:
- System reliability and resilience
- Performance and speed
- Billing and payment visibility
- Our ability to introduce better digital services in the future
It also ensures our systems stay secure, compliant, and able to support improved customer services over time.
Thank you for your patience while we carry out these improvements.
Yes - MyAccount will be unavailable from the 10th of November while we carry out this work.
During this time, you won’t be able to log in or access your account. We recommend completing any urgent tasks before this period begins, or once the service is back up and running.
We’ll keep you updated and let you know as soon as MyAccount is available again. Thank you for your patience while we make these improvements.
Our phone lines will remain available while MyAccount is unavailable if you need to get in touch.
However, for the latest updates and helpful information, we recommend checking our website, where we’ll keep guidance up to date throughout the maintenance period.
Thank you for your patience while we carry out these improvements.