My Account Portal

• What are the new features in My Account?

  We have made some changes to improve your online experience with us.

  These improvements make it easier to view your bills, make a payment online, and keep track of your weekly, monthly, and yearly usage.

  My Account also works on a mobile and tablet.

• Are my login details the same for the new My Account?

  All customers must register for the new My Account again. Your email address will remain the same, but for security purposes, you will need to create a new password.

  When you register, you will be sent an email with a unique temporary password (please check all folders including junk). Once you have entered the temporary password, you can create your new password.

  If you have multiple accounts with us, you only need to register once.

• How do I register for My Account?

  We will send you an email on the date the new My Account launches.

  Once you receive this email, you can register using the same email address that we have on record for you.

  When you register, you will be sent an email with a unique temporary password (please check all folders including junk). Once you have entered the temporary password, you can create your new password.

  If you have multiple accounts with us, you only need to register once.

• How do I reset My Account password?

  To reset your password, click ‘forgot password’ and enter your email address, where you will receive a temporary password. Check your email and enter your temporary password and a new password that will allow you to log in and use going forward.

• I am having trouble logging into My Account

  Make sure you have registered to My Account by entering your email address and creating a password here. 

  When you register, you will be prompted to create a password that meets our criteria.

  If you have already registered to My Account but are having trouble logging in, try resetting your password here.

  If you are still having trouble logging in, please email our Customer Care Team.

• Do I need to set up my Direct Debit again for the new My Account?

  No, if you have a Direct Debit set up, we will continue to use this payment method.

• Can I update my personal details in My Account?

  Yes, you can under the “My Details” section.

• Will registering for My Account affect my paper statements?

  If you currently receive your bills by post, we will automatically update your preference to email bill delivery when you register for My Account.

• Will registering for My Account affect my payment method?

  No, you can continue to pay by your preferred payment method. If you have a Direct Debit set up, we will continue to use this payment method.

• Do you have an App that shows your usage?

  No, we currently do not have an App. However, our new My Account can be viewed on a mobile or tablet. You can view your weekly, monthly, or yearly usage by logging in to My Account. 

  If you have not registered for My Account, you can do this here. 

• How do I check my account balance?

  To check your account balance simply chat to Fern or login to your My Account.

  If you have not registered for My Account, you can do this here.