Lumo Energia
Frequently asked questions

Invoices & paying

How do I read my electricity bill and what does it contain?

The invoice shows the following information: invoice number, due date and reference as well as your own contact information and customer number.

On the invoice you will also find the address of the facility and information about the electricity contract, such as the name of the contract, its period of validity and method of invoicing.

It also shows how much electricity you have consumed (kWh) and during which period the consumption has been measured. The unit price tells you what you pay for your electricity.

The invoice also states exactly how much VAT is reported and the total amount excluding VAT.

Note! The bill shows the actual electricity consumption, not the meter reading.

If necessary, can I get an extended payment period?

If you need more payment time and need to postpone the invoice due date, please contact our customer service.

[email protected]

How do I change my billing address?

Let us know your new billing address via email and we'll update your information.

[email protected]

Where can I update my new email address or phone number?

Please email us your new email address and / or phone number and we will update your information.

[email protected]

What billing methods are available?

You can choose to receive your invoice as an e-invoice directly to your online bank, by e-mail or as a paper invoice. You can enter into an e-invoice agreement in your online bank after receiving your first invoice from us.

All billing methods are free of charge. We send an electricity bill every month.

How do I get an e-invoice?

You can enter into an e-invoice agreement in your online bank when paying the invoice. You can activate the e-invoice agreement with the reference number of any Lumo Energia invoice.

Other billing options are a paper or email invoice. All billing methods are free of charge. We send an electricity bill every month.

How often do I get an electricity bill?

Electricity is billed after each month in arrears, unless otherwise agreed. Actual consumption is determined on the basis of the network company's measurement data.

As an additional service, you can also choose to be billed every three months, for an additional fee of €3.40/month.

Note. We will not send an invoice to customers if the total amount is less than five euros. With low electricity consumption, for example in a summer cottage destination, it may happen that you will not get a bill for a long time. The amount to be invoiced will be transferred to the next invoice, and the invoice will only be sent when the amount to be invoiced is more than five euros.

Why do I get two electricity bills?

The electricity company sends you an invoice for your electricity consumption, whilst the network company, send you an invoice for the electricity transmission.

What is the basis for my electricity costs?

In Finland, the costs of electricity use consist of five elements:

  • VAT
  • Electricity tax
  • Electricity transmission costs in the electricity network
  • The price of electricity
  • Sales costs

On average, electricity transmission costs and taxes cover about half of the cost of using your electricity.

Electricity & electricity contracts

What to do if I need an electricity contract right away?

Make an electricity contract normally on our website, and if you need the contract to start right away you can write a request for a quick start in the comments field on the order form. Our customer advisor takes your wishes into account and starts the agreement as early as possible.

Depending on the electricity network company, the electricity can still be switched on, even though the previous resident has already moved out. If this is the case, we take care of the matter by fixing a new electricity agreement for the connection. If the electricity is already turned off, a new connection from the grid company is required.

Note! Be prepared to pay an extra fee for quickly installed connection.

Act immediately, and we will get your electricity connected as quickly as possible, maybe even during the same day!

What kind of electricity contract do I have?

All Lumo Energia customers have the opportunity to check their information and electricity plan in the Oma Lumo service. In Oma Lumo, you can also conveniently e.g. check your electricity bill, see your entire billing history and track your electricity consumption.

Activate the service and create an account at oma.lumoenergia.fi. To log in, you will need your customer number and the email address you provided to us.

Log in to Oma Lumo

What does a fixed-term contract mean?

The fixed-term electricity contract applies for the selected period, at the same time as the price does not change during the contract period. You therefore pay the same electricity price/kWh for the entire term.

You will receive an offer for a new contract period at least one month before the end of the fixed term. If you do not confirm nor decline the offer, the fixed-term electricity contract will end and a new on-going electricity contract will automatically start, according to the price list we have provided. Electricity agreements that are valid until further notice have a 14-day notice period.

Sign a fixed-term contract

How do I renew my fixed-term contract?

You will receive an offer for a new contract period at least one month before the end of the fixed-term.

You will receive an offer for a new contract period at least one month before the end of the fixed term. If you do not confirm nor decline the offer, the fixed-term electricity contract will end and a new on-going electricity contract will automatically start, according to the price list we have provided. Electricity agreements that are valid until further notice have a 14-day notice period.

You can also renew your fixed-term contract using our order form or by contacting our customer service. If you are using the order form, select Change of product under Contract status.

Renew your contract

[email protected]

What does an on-going contract mean?

An on-going electricity contract is usually a contract tied to the market price, which is determined by the prices of the power exchange Nord Pool. Although electricity prices on the stock exchange may fluctuate greatly, exchange-traded electricity is the statistically cheapest option. When you have a low consumption, the variations in the stock exchange price end up being reasonable.

Our on-going electricity contracts

Did you know Our market-rate electricity contracts do not require a long commitment; the contract expires when you terminate it. The notice period is only two weeks. Termination must be made in Oma Lumo or in writing, either by email or letter, to our customer service.

Sign a Tuntispot plan

Sign a Markkina Plus plan

Do you have contracts with a right to exchange?

We offer the right to exchange as an additional service for a monthly fee and it entitles you to enter into a new fixed-term contract during the fixed-term period. The option is billed monthly in connection with the electricity bill. 

  • If you have a 6 or 12-month fixed-term electricity contract, the right of exchange can be exercised once during the contract period.
  • If you have a 24-month fixed-term electricity contract, the right of exchange can be exercised once in 12 months.

Read more about the right to exchange

Contact our customer service, when you wish to use your right to exchange.

[email protected]

What things affect the price of electricity?

The price of electricity is affected by supply and demand, as well as many other factors such as weather and wind, water availability, disruptions in nuclear power generation, industrial conditions, fuel prices, demand abroad and exchange rates. Electricity prices are also affected by developments in the financial markets and the political situation. In the winter months, electricity consumption and electricity prices usually rise across the country, while in the summer they fall.

The price that an electricity user ultimately pays for his electricity consists of three parts: the price of the electricity network (electricity transmission) and the electricity tax invoiced by the electricity network company, and the price of electricity itself, which is invoiced by the electricity company.

Who is responsible for matters related to electricity connection, electricity transmission and its billing?

The local network company is responsible for these matters. Contact their customer service if necessary.

What do the different names mean for the energy sources and how do they differ?

Mix means electricity of unconfirmed origin. In 2020, the distribution of electricity of unconfirmed origin was as follows: nuclear power 39.8%, fossil energy sources and peat 31.3% and renewable energy sources 28.9%.

Fossil-free electricity is from solar, wind, water and nuclear power. Electricity can be produced with one or more of these production methods.

EKOenergia is electricity produced from renewable energy sources certified by the Finnish Society for Nature Conservation. In the production of EKOenergia, special attention is paid to the environmental impact of electricity generation facilities. The EKOenergia we sell is wind power and its origin is verified with guarantees of origin.

We recommend that all our customers choose renewable energy sources as the source of electricity.

Read more about how the origin of electricity differs

How is the market price formed in Nord Pool?

In the Nordic power market Nord Pool (the so-called wholesale electricity market), electricity producers, buyers and brokers sell and buy electricity at spot prices.

The most common way to buy and sell electricity is at the next hour's hourly electricity price. This means that buyers and sellers will agree on the prices of tomorrow’s electricity one hour at a time. Every day, the buyer announces how much electricity he plans to buy tomorrow and at what price. At the same time, electricity producers will announce how much electricity they plan to produce tomorrow and at what price. The power market closes every day at 1 p.m.

When buying and selling electricity on the day before market, careful planning is required. Unexpected events can change circumstances. For this reason, Nord Pool also has a market where buyers and sellers can buy electricity in real time, hour by hour: an intraday market.

Together, the two market prices mentioned above determine the so-called spot price. The spot price controls the price at which electricity is sold to customers. In variable rate electricity plans, VAT of 24% and the electricity seller's margin are always added to the spot price. See the spot price on Nord Pool's website.

What has been the average price of electricity in Nord Pool in recent months?

 

Below we have listed the average monthly price of electricity on the power market Nord Pool for the last six months.

  • November 2021: 10,65 c/kWh
  • December 2021: 23,98 c/kWh
  • January 2022: 13,23 c/kWh
  • February 2022: 10,05 c/kWh
  • March 2022: 10,72 c/kWh
  • April 2022: 9,84 c/kWh

The above prices include VAT. 24%. Please note that if you view the prices on the Nord Pool website, the prices do not include VAT.

Why choose a 2 year Hybrid rather than a regular 2 year fixed-term contract?

With a Hybrid plan, you can get electricity a little cheaper than with a regular 2-year fixed-term plan. However, you must remember that the price of market-traded electricity varies from month to month, and the billing price for each month is not clear until the end of the month. So you have to be prepared to take a small risk to get a cheaper price.

Moving

I'm moving. What should I do with my electricity contract?

The electricity contract is always attached to a specific address. When moving to a new place, it is a good idea to make an electricity contract two weeks before moving, if possible. This will ensure that the electricity is on as soon as you move.

When signing an electricity contract online select the "I am making a contract to a new location that has no previous contract" in Contract status on the order form. If you want the contract to start in less than in 5 days, enter the desired start date in the additional information field of the order form. We will try to take your wishes into account.

In practice, your old electricity contract ends when you move. 

  • If you have an ongoing electricity contract with us, all you need to do is notify our customer service and we will renew the contract at your new address.
  • If you have a fixed-term electricity contract with us, it will start anew at your new address. You can sign it yourself online or contact our customer service.

[email protected]

What should I do if I forgot to give you my new address?

Make a contract normally on our website, and if you need the contract to start right away you can write a request for a quick start in the comments field on the order form. Our customer advisor will take your wish into account and start the contract as early as possible.

Depending on the electricity network company, the electricity can still be switched on, even though the previous resident has already moved out. If this is the case, we take care of the matter by fixing a new electricity agreement for the connection. If the electricity is already turned off, a new connection from the grid company is required.

Note! Be prepared to pay an extra fee for a quickly installed connection.

Act immediately, and we will get your electricity connected as quickly as possible, maybe even during the same day!

PS. Remember to end your electricity contract in your old address if you have not already done so.

What happens to my fixed-term contract when I move?

A fixed-term electricity contract always ends when you move and the same contract can't continue in your new adress. If you want to continue as our customer, you must make a new contract for your new place.

When you move, you must always end your old electricity contract. The notice period is 14 days. Always end your electricity contract in writing, primarily in Oma Lumo or by email.

Terminating an electricity contract

How and when can I end my contract?

Always end your electricity contract in writing, primarily at Oma Lumo or by email. Giving notice can't be made by telephone.

Log in to Oma Lumo

[email protected]

Lumo Energia's ongoing plans have a two week notice.

A fixed-term contract can only be ended in connection with a move with a 14-day notice period.

Do I have to end my old contract myself?

We will end your old contract on your behalf at the address to which you make a new contract with us. We will end the contract, even if it is currently in the name of a different person.

If you have a contract at another address, such as your summer cottage or your old address, we will only end it for you if the contract has been made with us. Please note that in this case, you must give notice through Oma Lumo or by email. If the contract has been made with another electricity company, be sure to end this contract separately for your current electricity company.

Log into Oma Lumo

[email protected]

What do I do if I want to cancel my electricity contract I made online?

Online contracts are distance sales - they are always subject to a 14-day free cancellation policy. Cancellation of the agreement must be notified to us in writing either by e-mail or letter.

[email protected]

Note! The right of cancellation does not apply in situations where the electricity supply has started at your request before the 14-day cancellation period has expired.

Oma Lumo

How to I create an account to your Oma Lumo service?

Activate the service and create an account at oma.lumoenergia.fi. To log in, you will need your customer number, personal identification number and the e-mail address you have provided to us.

To our Oma Lumo service

What things can I do in Oma Lumo?

With Oma Lumo, our service offered to all Lumo Energia's customers, you can conveniently check your electricity bill and your own customer data. In addition, you will see your entire billing history and type of electricity plan. You can also monitor your electricity consumption, as well as update or end your contract .

To Oma Lumo

I have forgotten my password to Oma Lumo. How can I get a new one?
How do I update the password for my Oma Lumo account?

Customer service

We value our customers and our aim is to provide excellent customer service. Contact us if you need help with signing or choosing a contract, or if you would simply like to switch to a new, more affordable electricity contract.

Check our FAQ for quick answers

Our customer service is open on weekdays from 09.00 to 18.00.

You can also contact us outside openings hours via email at [email protected]

Our customer service hotline charges are: Local network rate

Weekdays Mon–Fri 9–18
09 4272 0444
You can also find answers on our FAQ page.