I’m having problems with my Pay As You Go meter, what should I do?

If you’ve run out credit and you’ve topped up but your supply isn’t coming back on, check the balance on your meter – you might not have added enough credit to get your supply going.

If you’ve lost your Pay As You Go key or card, call 0800 169 0220 during our opening hours so that we can arrange a new one for you. There could be a £8.25 charge for this to cover our costs.

If you have an emergency meter issue, you can contact us at the following times:

Electricity
8am to 8pm from Monday to Friday
9am to 5pm on weekends and bank holidays

We’ll send an engineer out to you within three hours on a weekday and within four hours on Saturdays, Sundays and bank holidays. If you contact us outside of these hours, we’ll handle your query at the start of the next day.

Gas
8am to 8pm from Monday to Friday
9am to 5pm on weekends and bank holidays
As long as you call between those hours, we’ll send an engineer out to you within four hours. If you contact us outside of these hours, we’ll handle your query at the start of the next day.

If your problem isn’t anything to do with your meter, you’ll need to call your network operator.

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