Troubleshooting

What if my meter doesn’t work?

If your meter stops working, please call us on 0333 103 9053 (calls charged at your standard network rate) as soon as you find out there’s a fault. When you call us, please make sure:

  • You’re near your meter.
  • You’ve noted the fault message on the screen.
  • You have your meter serial number handy.

How to find my meter serial number?

This is the number usually under the barcode (if you can’t find it, phone us when you’re by the meter and we will help you). We will ask you a few questions to try and find out what the problem is.

If you can’t get a gas or electricity supply because of a fault with the key or card, we may need to visit your home or we may simply be able to post you a new key or card. Please note, if the problem is not the result of a fault, you may be charged for the visit.

What if I can’t charge my key or card?

If you can’t get to a charging outlet and you run out of gas or electricity, you can use the emergency credit on your prepayment meter.

When your credit is running low, you may hear a warning bleep. Just insert your key or card to release the emergency credit. A prepayment meter normally has £5 of emergency credit, which if used, will need to be paid back in future top-ups. Find out more in our FAQs.

Lost or damaged key or card

Please look after your key or card and keep it in a safe place. If you lose or damage your prepayment key you may be charged £7 for a replacement.

Still having problems?

If you’re still experiencing problems, please call our friendly Customer Service Centre on 0333 103 9053 (calls charged at your standard network rate).

You can download and print our guide, here.

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