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Questions & Answers
If the gas was never disconnected and the area's supply has been restored, can I turn on my emergency control valve (ECV)?
Yes, if you are a customer who has been informed they can self-restore . You can turn back on your emergency control valve (ECV) to get gas supply back into your property. It’s IMPORTANT to follow the steps of how do this safely on our website, https://islandenergy.je/self-gas-restoration
I’ve turned on my gas supply but my boiler is showing an error code (F28 ), what do I do?
The boiler will attempt to light 3 times, if it cannot detect a flame it will go into fault mode and the F28 code will appear meaning there is a problem. Follow your manufacturer’s instructions to try to re-light. If the appliance doesn’t light shut off supply and contact us. You may need an engineer to re-start your boiler. You can complete this form to book and engineer visit, https://islandenergy.je/engineer-gas-restore-form
Reset the F28 Error on your boiler
How will I know what to do?
You will receive a letter, email or sms from us telling you what you need to do next. Some of our customers will get a visit from one of our engineers to turn them back on, due to their type of meter. Some of our customers are on a low-pressure system, this means they can turn their gas on themselves when we have told them to do so.
How do I know what type of system I have?
We know our customers who need a visit from an engineer so we will be getting to as many of these customers over the next few days as possible. Customers who need an engineer visit will be informed. Customers who do not need an engineer visit will receive instructions on how to turn their gas on themselves.
What does self-restore mean?
Self-restore means that you can turn your gas back on yourself. It is safe to do so when we inform you that you can.
What if I can’t self-restore?
If you can’t self-restore you will be informed of this either via letter, sms or email. This is due to the type of installation you have, it just requires an engineer to come and reset it.
Is it safe for me to turn off my gas supply?
Yes, at the moment the gas network is ‘off’, meaning there is no gas in the system currently. It is therefore safe to follow the instructions on the Island Energy website.
Why are you asking us to turn off our gas appliances?
When we visit your property to reinstate the supply, this will make the process simpler and quicker.
Why do we need to turn off the gas at the mains if the network is safe?
In order to restore all supplies, first they must be switched off. This is the standard procedure in situations such as this. If customers can assist us in this it will speed up the restoration process.
Where is the switch to turn off my gas and what if I can’t find it?
Please follow the instructions available here, however if you are unable to isolate at the meter it is still safe – but an engineer will need to attend your property to turn off the valve, before they attend again to reinstate your supply.
What if I can’t find my ECV (mains gas switch off) is my home safe?
Yes your home is safe. Turning the switch yourself will speed up the restoration of supply, but if you can’t find it or turn it yourself one of our engineers will be attending your property in due course prior to the supply being reinstated.
My gas boiler heats my water does that mean I can’t use hot water?
It is likely that your hot water supply will be affected. If you have a hot water cylinder (usually located in an airing cupboard) there may be an electric immersion heater fitted as a backup. If your gas boiler is of the combination type then unfortunately you will not be able to have hot water.
Are you going to be able to visit every home in Jersey, won’t that take weeks?
Our engineers have been out today and will be out tomorrow from 8am. We will be visiting every property if necessary. This may take us some time, but we are able to bring in additional engineers if they are required.
How do customers identify engineers?
Island Energy engineers will likely be wearing Island Energy branded uniforms. If you are unsure about who is visiting your property, they should also have identity cards.
What happens if a property is empty or if I’m not on the island?
If you are off island and your property is empty, then please visit this page and complete the form indicating that you are unable to switch off your ECV (emergency control valve).
We haven’t been communicated with, what shall I do?
Island Energy has released communications via all available channels (tv, radio, online and post) including a letter being delivered to ALL gas customers in the next 24 hours.