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eBilling FAQs

What is ebilling?

ebilling is our new service that enables customer to access bills through an online account, and make payments directly online. As of the end of November this service replaces Onevu and mybills online.

How do I register?

Click on the register now button, you will need to input your account number. Then input the postcode of your property and press the request account button. Enter your details and create and confirm a password. Press submit and you will receive a thank you notification.

You will receive an email within three days to ask you to confirm your account.

How do I set up a secure password?

The system will ask you to do this as part of the registration process. There is a password strength indicator will help you to make it secure. Your password needs to be at least 8 characters long with at least one capital, number and a symbol.

Once you are registered and logged in you can change your password at any time.

How do I view online statements?

Your current bill summary will show on the front page once you are logged in, you can view the bill in full by clicking view bill or you can view historical bill by going to bill search facility. (If you are an unmetered customer you may not see a bill yet, we will email you as soon as your next bill is ready)

How do I pay online?

Simply click on the pay bill button on the summary screen.

Who does the statement email come from and how can I make sure the email sent to me is not treated as spam?

Simply make sure the email address AnglianWater_eBilling@anglianwater.co.uk is added to your email contacts list. That way your e-bills will go directly to your inbox.

Are there exceptions to ebilling? Can I continue to receive paper bills?

If you are registered for ebilling you will not receive paper bills. You can deactivate at any time to go back to paper but you will no longer be able to access the system.

I don’t feel comfortable paying my bill online how else can I pay my bill?

For more details on these options go to http://www.anglianwater.co.uk/household/your-bill/

Is there a charge for using ebilling?

No the service is free to domestic customers.

Why has this changed from MyBillsOnline?

The MyBillsOnline service is now closed, this is our new service which replaces it.

Do MyBillsOnline still hold my details?

No MyBillsOnline is no longer trading and all the Anglian Water customer data they held has been destroyed.

How do I know when a new bill has arrived?

You will receive an email to your registered account.

I’ve forgotten my username/password, what do I do?

Simply click on the password reminder button.

Can I print my bill to use it as proof of address?

Yes, just click print from the view bill screen.

How do you work out estimated readings?

Estimated reading are based on the history of your readings or based on the information you told us when you set up the account.

How often is my meter read?

At least once a year although we try to read all our meters twice a year. You can also submit your own meter reading.

Why does my bill have more than one set of readings and charges?

This is probably because you bill covers a period that overlaps a change in our charges. We review our charges every year from the 1st April.

I’ve got more than one account number, can I view these using a single online log in?

Yes once you have registered you can add other properties through the manage account facility.

The page is blank when I click on my bill, what should I do?

The data should load after 3 seconds.

How do I change my registered details?

You can change your email address through the manage account feature in the right hand menu.

If I no longer want to receive bills online, can I cancel this service and what will happen if I do?

Yes simply contact us and we will revert you to receiving paper bills

My bill is showing a credit balance, can I have a refund?

Yes, please contact us to discuss refund options.

I am having difficulty paying this bill. What are my options?

If you’re finding it hard, call us as soon as possible on our helpline 0800 169 3630. You can also find out more here.

Who do I contact if I have any questions

You can ask Amanda - our virtual assistant she is on every page or you can call 03457 91 91 55 we are open 8am to 8pm Monday to Friday or 9am to 1pm on Saturday.

 

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Registered in England No. 2366656. Registered Office: Lancaster House, Lancaster Way, Ermine Business Park, Huntingdon, Cambridgeshire, PE29 6XU