Lumo Energy

Customer service

On this page you can find answers to the most frequent questions asked by our customers. Be sure to read through the frequently asked questions and their answers on this page as you will probably find the solution here!

Our customer service team will be happy to assist you with any questions. If the matter is urgent, please call us at +358 (0)9 4272 0444. Otherwise, we recommend that you contact us via email at contact@lumoenergia.fi

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

You can also contact us outside openings hours via email at contact@lumoenergia.fi.

FAQ (FAQ)

How do I create an e-invoice?

You can sign an e-invoice agreement in your online bank when paying your electricity bill. Other billing options are paper invoice or email invoice (both free of charge).

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Will you terminate my old electricity contract after I sign up for Lumo Energia?

We will terminate your existing contract for the address that you register in your contract with us. We will terminate the contract even if it is currently not in your name.

We will not terminate a contract that you have with another retailer for a different address, such as a summer home or your old address. Be sure to terminate such contracts with your current electricity supplier.

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I am moving address. How should I proceed?

An electricity contract is always tied to a specific address. When moving to a new address, it is advisable to sign up for a new contract at least two weeks before moving, if possible. This will ensure that you are not left without power when you move. When completing the electricity contract order form, select the “I do not have a previous contract for the address” option under Contract status. If you need the contract to begin sooner than in 5 days, please contact our customer service by email or phone.

If you are already a customer of Lumo Energia and wish to continue your current contract at a new address, you can simply notify our customer service that you are moving and we will transfer the electricity contract to your new address.

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I want to transfer my contract with another provider to you. How should I proceed?

Even if you are already a customer at another supplier, switching to us is very simple. We will terminate your old contract for you. However, please note that the new contract may only begin after a transition period of 15 days. This also applies to fixed-term contracts. If your current electricity contract has a remaining fixed term of more than 15 days, our contract may only begin after this term has expired.

When completing our order form, select the “I am changing suppliers at my current address” option.

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I want to switch to you but don’t know when my current fixed-term contract ends

Get in touch with your current electricity supplier and ask for the information. If you don’t know who your current electricity supplier is, contact your local transmission network operator. They will have up-to-date information on your current electricity supplier.

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How can I update my current contract?

You do not need to place a new order in order to update your contract. You can submit the update using the order form by selecting the “Change of product (existing contract with Lumo Energia)” option under Contract status. You can also contact our customer service by phone or email and we will update your contract according to your wishes.

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I have not received an invoice for a long time. Why?

We do not issue invoices for a total sum of less than five euros. In a contract with low electricity consumption, such as for a summer home, you might not receive an invoice for a prolonged period. The billable amount will always be transferred to the next invoice and sent to you once the sum exceeds five euros.

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Can I influence how I receive my invoices?

We will invoice you for electricity on a monthly basis. You can choose whether the invoice is sent via email or as a paper invoice (both options are free of charge). You can also sign an e-invoice agreement free of charge in your online bank after receiving your first invoice from us.

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What does my total electricity bill include?

In Finland, your electricity bill comprises five elements: value added tax, electricity taxes, network service fees and the price and sales fees of electrical energy. On average, transmission fees and taxes account for around half of your total electricity bill.

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How is the price of electricity determined?

Lumo Energia purchases all its retail electricity at the Nordic power exchange Nord Pool, where the price of electricity is determined directly according to supply and demand. At the power exchange, producers sell their electricity to interested buyers. The price of electricity is determined by the matching offers of a buyer and seller.

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Why are meter readings not included in the invoice?

A significant amount of electricity consumption in Finland occurs at sites with so-called hourly metering. This means that after electricity meters switched to hourly readings, the readings are no longer collected from the meter. Customers are billed based on the hourly consumption level reported by the meter. In such cases, the meter reading is not used and is therefore not included in the invoice.

Electricity use based on hourly readings are reported separately for each billed month. The billing period runs from 00:00 on the last day of the month until 23:59 on the last day of the following month. You can compare your consumption with the meter readings by recording the readings displayed on the meter screen on the first day of the month. The remainder of the consecutive readings is equal to the billed consumption for the month in question. If necessary, the meter reading can always be obtained from your transmission network operator.

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Grid connection, electricity transmission and billing thereof

These matters are the responsibility of your local transmission network operator. If necessary, get in touch with your transmission network operator’s customer service.

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Can an underage person sign an electricity contract?

An adult is required to sign an electricity contract. For an underage person, the contract must therefore be signed by a person such as a guardian. A person signing an electricity contract must be 18 years of age on the date the contract enters into force.

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How can I terminate my electricity contract?

Lumo Energia contracts valid until further notice have a notice period of two weeks. If you are moving address, you can terminate the electricity contract while signing a new contract.

If you do not need a new contract, you can terminate your contract by simply contacting our customer service team via email at asiakaspalvelu@lumoenergia.fi.

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Where does my electricity come from?

We purchase our electricity at the Nordic power exchange Nord Pool, and it is therefore produced in Northern Europe.

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