First Utility Help Pages

Here are some help pages that customers can contact like First Utility customer FAQ, Forum, and Online Help

Contact First Utility Help @

Navigate to first. If you have a problem with an Energy or First Utility Gas & electricity, click on this link or paste it into the search bar of your browser and hit enter to go to the page. If you aren’t already logged in, type in your email and password to log into your account and gain access to the page.

General Problems that First Utility Customers Reports

  • There’s a problem with my gas supply
  • How to read my meter
  • What information is available on my bill?
  • What happens when I move home?
  • There’s a problem with my moving details
  • How do I pay my broadband bill?
  • Where is my broadband password?
  • What should I do if there’s a problem with my electricity supply?
  • How do I complain to First Utility?

Contacting First Utility Help Pages

This is the official customer support page of First Utility, which contains different options for contacting them about a variety of issues. If you are looking for First Utility’s best customer help page or faq or forum, this is the best entry point. If you don’t have access to your account, try resetting the password with your email address. If that doesn’t work, contact First Utility directly by calling their customer service number at 01926 320 700.

First Utility Frequently Asked Questions

Where is my broadband password?

We ship your router using the broadband username and password already configured. After you reset your router and it’s plugged into your telephone line, it will automatically upgrade the username and password with the correct particulars.

Should you need to know the username and password (if for example you’re using a different router) then please call us on 0330 094 5801. Lines are open 8am to 8pm weekdays and 9am to 4pm on Saturdays.

I want to cancel my order

You can cancel your order any time around midday the day before you are due to switch. Our lines are open Monday to Friday 8am to 8pm and Saturday 9am – 4pm.

How do I cancel my registration?

Once you’ve registered to switch to us, you can easily cancel your program if you change your mind. We give every client signing up to us a cooling-off period. At any time during this period, you can cancel your enrollment without penalty.

How do I read my smart meter?

You should not normally have to have a reading from your smart meter, as they send your readings automatically. However, there may be some cases where you’d need to send us your readings. The steps below will direct you how to do this.

The information is for our existing Shell Energy installed SMETS1 and SMETS2 smart meters. If your meter was set up by another supplier, the way you retrieve a reading may differ.

There’s a problem with my gas supply

Do you smell gas or are you concerned about your gas safety?

Call National Grid immediately on 0800 111 999 (free of charge and open 24 hours). Ventilate your premises by opening all doors and windows.

Do not use any electrical equipment inside your house (like light switches/mobile calls).

Don’t have any naked flames.

Turn off the gas using the emergency control valve by your meter (it is usually turned off when the handle is at a ideal angle into the pipe).

People also ask

What happened First Utility?
Shell today rebranded First Utility as Shell Energy* and confirmed that it has switched all of its British residential customers to 100% renewable electricity. Renewable electricity will now be offered as standard to all existing and new customers, along with discounts at Shell service stations across Great Britain.

Is First Utility now Shell Energy?
Our home energy business was born out of Shell’s acquisition of First Utility in 2018. As the largest challenger to the big energy suppliers, First Utility brought with it a heritage of supplying great value energy and broadband to homes across Britain.

Will First Utility go bust?
The company has become the first utility to go bankrupt in 2022, after 26 bankruptcies since September 2021.

Is Shell Energy cheap?
Shell Energy’s standard tariffs generally aren’t the cheapest, but the company often offers deals on fixed-rate tariffs that regularly rank as some of the cheapest energy prices available.

Should I fix my energy prices until 2023 UK?
You should only fix your energy prices until 2023 if you can source a cheaper fixed tariff than that of the October 2022 price cap increase.

Other Ways to Contact First Utility

First Utility Phone Number
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