FREQUENTLY ASKED QUESTIONS
Managing your business’ gas supply doesn’t have to be complicated. But if things crop up that you aren’t sure about, we’re here to help. Here are some FAQs that might shed some light on things, but if there’s anything else you’d like help with, be sure to let us know.
I don’t think my bill is right – what should I do?
Please forward your query by email to firstname.lastname@example.org
Why does my bill have more than one set of readings and charges?
If, since your last bill, you’ve transferred to a different business gas plan or unit prices have changed, then the two sets of numbers are there simply to reflect your usage then and your usage now.
What are my current prices?
Your current prices will be on your latest bill.
How do you work out my gas charges?
To work out your business’ gas bill, we convert the usage from your meter into kilowatt-hours (kWh) – the UK standard for calculating energy. Here’s how we do it… First, we log the amount of gas you’ve actually used, which is measured in cubic metres (m3). Metric gas meters will display this figure directly, but if you have an imperial meter that measures in hundreds of cubic feet, or ‘hcf’, we’ll multiply your hcf figure by 2.83 to get the equivalent m3 value. Then, we multiply this figure by a conversion factor of 1.02264, then by the ‘calorific value’ (this value can vary). Next, we divide this figure by 3.6 to show your usage in kWh. And finally, we multiply your kWh usage by your agreed unit price to work out your gas charge.
How can I pay my bill?
There are a number of options to choose from. Direct Debit’s the most convenient, but you can also pay online or over the phone with a debit or credit card, or by BACs. Alternatively, you can also pay by cheque.
My payments aren’t showing on my bill – what should I do?
Depending on how you pay your bill, it can take three to five days for your payment to reach us. So, if you receive your bill within this window, then your payment probably won’t appear. If you’re concerned that your payments are missing, wait a couple of days then check your online account.
What if I can't afford to pay my bill?
If you’re having problems with paying, the best thing to do is contact us by email at email@example.com
My bill is showing a credit balance – can I have a refund?
If your account has been billed up to date, then get in touch with us by emailing us at firstname.lastname@example.org to request a refund.
How do I register to manage my account online?
It’s really simple – just click here to get started.
I've changed my email address – what should I do?
Just login to your online account here, then select ‘Manage my account’.
Worried about a security message?
Please contact us as soon as possible by emailing us at email@example.com
I’ve forgotten my password – what should I do?
Click ‘Forgotten my password’ on the login screen here.
When I try to view my bill, the page is blank – what do I do?
Your bills come as PDF files and are always available to you. So, if you aren’t able to view a bill, please make sure you have the latest version of Adobe Reader (or equivalent) installed, and set as your default reader for PDFs. You can download the latest version of Adobe Reader here.
How do AMR devices work?
Automated meter reading equipment uses mobile technology, and lets us read your meter remotely so we can send you accurate bills without the need to visit your site in person.
When can I get an AMR device?
As soon as possible. We’ll commence with the order on your behalf as soon as you’re confirmed as a customer.
I have an AMR device but I’ve just received an estimated bill – why is that?
If your AMR device has only just been set up, it might be that it was installed just after we billed your account. But don’t worry, your next bill will definitely be accurate. If you’ve had your device for a while, it could be faulty or have a flat battery. If you think that’s the case, get in touch by emailing us at firstname.lastname@example.org, and we’ll see about getting it fixed.
How do I read my meter?
For imperial meters, read the first four numbers (or all the dials if it has them) from left to right. For all meter types, ignore any other numbers that you see – eg any numbers highlighted in red.
How do I know if I have a metric or imperial gas meter?
Metric gas meters operate in cubic metres (m3) and have a five or six-digit reading, followed by a decimal point and a sequence of digits highlighted in red. Imperial meters operate in cubic feet or hundreds of cubic feet (hcf), and display figures either as a four-digit reading or in the form of a dial. One complete revolution of the dial equals the consumption of one cubic foot of gas.
I've just had my meter changed – do I need to do anything?
We’ll be advised automatically that your meter’s changed, so you won’t need to do anything.
My new meter details aren't showing on my bill – what should I do?
Don’t worry, we’ll have been advised about the meter change, but it might take a short while to update the information on your bill.
I think my meter’s faulty – what should I do?
If your meter’s stopped reading, has a blank screen or you can no longer see the numbers, then give us email at email@example.com.
I’ve changed to a different supplier and my AvantiGas account is in credit – how do I get a refund?
We’ll issue you a refund once your final bill has been generated. Login to your online account to see if your final bill’s there, or email us at firstname.lastname@example.org for more information.
I'm transferring to AvantiGas – do I need to let my current supplier know?
No, we’ll do that for you. To make sure your transfer goes as smoothly as possible, please make sure you’ve paid any outstanding bills, and keep your Direct Debit payments active until your final bill’s been paid.
When will you need my first meter reading?
We’ll send you a reminder by email so you know exactly when we need your first meter reading by.
What should I do if I haven't had my final bill from my old supplier?
We’ll let your old supplier know what your first meter reading with us is. They’ll then send you a final bill and close your account. If you haven’t received notification of the settlement amount, or a final payment hasn’t been collected after 30 days, please contact them directly to get it sorted.
How will I know when I'm an AvantiGas customer?
We’ll email you a personalised Welcome Pack with all the relevant details of your new account. We’ll also send you an email two days before your account with us goes live.
How do I find out who supplies gas to my new property?
Contact the Meter Point Administration Service on 0870 608 1524. They’ll be able to tell you who your current natural gas supplier is, and give you the Meter Point Reference Number (MPRN).
What information will you need from me if I’m moving to another property?
You’ll need to complete our Change of Tenancy form - Change of Tenancy form
We’ll then check and validate the information you provide us, and will contact you if we require any additional information.
What do I need to do if I'm demolishing my property?
Please contact us by emailing us at email@example.com so we can give you a disconnection quote.
Is there a charge for having the services removed?
Yes, there will be a charge for the physical removal of equipment, and to makes sure the site’s safe. You might also incur cancellation charges.
How long will it take for the services to be removed?
This can vary, so please contact us by email at firstname.lastname@example.org to confirm.
Does the meter need removing as well?
Yes, all equipment relating to your natural gas supply will be removed.
What is your renewal policy?
You can renew your current business gas plan with at any time. Preferably, the earlier you renew the better support we can give. Your notice period is 30 days before the end of the contract. If you haven’t renewed by the time your contract ends, we’ll automatically put you on our tariff rate on a rolling 30 day agreement. If you choose to leave us within your contract period, an exit fee will apply. Please see our Terms and Conditions for more information.
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