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 Last yr my smart meter broke and instead of putting a smart meter back in they put a credit meter in. I started getting sick and finally got them to come back out and put smart meter in but they never put it in payment mode. I called and requested it to go to payment mode as bill was getting really high they said ok, but it never went to payment mode so I called again for this request to put in payment mode and it should've gone into payment mode in june but it didnt I got an outrageous bill and was also diagnosed in june with lung cancer. I tried to work out a monthly payment of 50 a month explaining the lung cancer and how they still had not put it in payment mode and I was told  o they wouldnt work with me and it wasnt their problem I had cancer. Now it was one company at the time, it has switched to another and the bill is really high now . They want work out a payment plan I can afford eaither and I'm going in for surgery in 4 days to have part of lung removed and will be on chemo after the surgery I'm scared their going to cut my power off and I dont know what to do. I am recovering at my eldest daughters house for a few weeks but my 18 yr old and 17 yr old will still be in my home. I just want the company to switch my electric to payment mode and take a 5 a week towards the bill that way the bill isnt going up and up like it has been and I cant get them to work with me. They want a couple of hundred a month and while I'm not working and living off benefits that's not possible.. what can I do about this as I am very stressed and scared ..

  • Hi

    It's Matthew here from Macmillan's Online Community Team. Thank you for posting a question for one of our Financial Guides.

    I saw that your question was briefly hidden this morning, so I just wanted to reassure you that our Financial Guides will have seen your question now, and they will be working to reply as soon as they can.

    I believe one of our Community Champions has already signposted you to our Support Line so you can talk to an adviser more immediately. In case you haven't seen it already, here is a link to our main information page on the support available regarding energy providers:

    I hope the above is helpful, and that you get the advice you need. If you have any questions about using the Online Community, please don’t hesitate to get in touch with us by email at community@macmillan.org.uk, or by sending a private message to the Moderator account.

    All the best,
    Macmillan Online Community Team

  • Hi  

    Thanks for your enquiry. I’m sorry to hear about the current situation but hopefully we can provide some support at this difficult time.

    To discuss what support is available, I’d like you to speak to our Energy Advice Team. They’ll be able to discuss your individual circumstances and let you know what your options might be. You can speak to them on freephone 0808 808 0000 they’re available Monday – Friday 8am – 6pm. When you speak to them, they’ll need some information about household income, savings and outgoings so please have these to hand.

    Just to clarify, the Financial Guidance Service can provide information and guidance on all aspects of your personal finances to help you make informed decisions in the following areas;

    • Pensions and retirement options
    • Questions about insurance policies
    • Mortgages and money management
    • Arranging wills and trusts to protect your family
    • General financial planning questions

    Our freephone number is 0808 808 0000. The financial guides are available Monday to Friday 8am – 6pm although our lines remain open until 8pm for other services.

    You can also talk to us via our webchat service.

    Kind regards.


  • I am checked in hospital for surgery tomorrow on the 6th I will be having my upper lobe of left  lung  removed . I've actually sorted all my Bill's and everyone is happy with my payment offers except the electric.  I left all my info with my son n law and hes going to call them to see if he can get them to make an arrangement.  I emailed the electric company's customer service with his name and information saying he has my permission to discuss my account.. I'll call next week when I get out of the hospital.