Summary
This article covers common energy and internet connection questions that may come when you move to a new property.
FAQs by topic
Electricity/Natural gas | Internet | Solar system
Electricity/Natural gas connections
My gas stove or hot water isn’t working – what do I do?
My gas stove or hot water isn’t working – what do I do?
First up, if you smell gas or suspect a fault, call your distributor’s faults and emergencies line immediately. Find their number in our distributor lookup tool.
If it’s not a fault, there are other checks you can do:
Is your gas meter lever in the ‘on’ position? When it’s on, the lever is parallel to the ground; when it’s off, it’s vertical. If you’re not sure what to do, contact your plumber.
Do you need to relight pilot lights for equipment like ducted heating units or hot water systems? If you’re not sure, contact your plumber.
Does you gas cooktop have an electronic ignition, and is the switch for the ignition turned on at the wall?
Some or all of my electricity isn’t working – what do I do?
Some or all of my electricity isn’t working – what do I do?
If you think there’s a fault, you’ll need to report it immediately. Who you report it to depends on your meter type.
If you have a smart (digital) meter in:
Victoria, contact your distributor through our distributor lookup tool
other states (excl. Vic), complete our contact us form or send an email
If you have a basic meter (meter is read by an authorised meter reader), contact your distributor through our distributor lookup tool.
If it’s not a fault, there are other checks you can do:
If your meter was in the ‘off’ position before 7am on the date of your move in, did you turn it back on after the property was connected? If you’re not sure how to do this, contact a registered electrical contractor for help.
Check the switchboard in your house. Do the switches look like they’re on? If you’re not sure how this works, contact a registered electrical contractor for help.
How do I turn the power off or on in the meter box?
How do I turn the power off or on in the meter box?
Contact a registered electrical contractor for help with this.
I don’t think my service was connected – what can I do?
I don’t think my service was connected – what can I do?
Give us a call on 13 24 61 and we’ll look into it for you.
Internet connections
My Origin internet’s not connected – what can I do?
My Origin internet’s not connected – what can I do?
Did you get an email or SMS from us to confirm it’s active? If so, did you set up your new modem or configure your BYO modem? Still not up and running? Contact us on 1300 980 711. We’re around from 8am–11pm weekdays and from 9am–5pm Saturdays.
Solar system connections
My new place has solar – how do I get a solar plan?
My new place has solar – how do I get a solar plan?
Even if you don’t have a solar plan, if your system is connected to the network you’ll get our standard retailer feed-in tariff. You may also be able to choose an energy plan with a more competitive feed-in tarirff. See solar plans and feed-in tariffs on our website for more info or sign up to a solar plan online.
How do I fix a fault with my solar system or inverter?
How do I fix a fault with my solar system or inverter?
Please contact the solar installer or a qualified solar electrical contractor for help.