If you believe your prepayment meter is faulty, please contact our customer care team. We’ll send an engineer to the property within 3 hours of your telling us (or within 4 hours on a weekend or a Bank Holiday) to find out whether we can repair it. If this isn’t possible we’ll replace it.
If you tell us about this problem outside the hours of 9am to 8pm Monday to Friday or outside the hours of 9am to 5pm on a weekend or Bank Holiday, the 3 or 4-hour timescale will begin from the start of the next day.
If we don’t visit you within the timescales above, we’ll pay you £30 within 10 working days. If we don’t make this payment within 10 working days, we’ll pay you an extra £30 within a further 10 working days. Payments will be made as a credit to your account unless you and we agree otherwise.