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