Frequently asked questions


We know that it can be confusing and often scary when you have different codes showing on your meters. That is why we have compiled a full list of codes that could possibly be shown on your meter and the explanation of what these are.

Please only access your meter if it is safe to do so.

The large blue button lets you move through the meter’s different screens.

Electricity meter

There are usually two different types of displays on electricity prepayment meters. Some of them show a letter to identify which screen you’re looking at, while the others show a description of the screen to help you find the information you need.

If you continue to press the Blue button, the screen will change to show the following:

Display A – Current credit / debt
Display B – Test display only
Display C – Time & rate in use
Display D – Date & rate in use
Display E – Total credit accepted to your meter
Display F – Standing charge and debt collection
Display G – Total units used
Display H – Total units used on rate 1 (Normal on Economy 7 meters (E7)
Display I – Price per unit on rate 1 (Normal on E7 meter)
Display J – Total units used on rate 2 (Low on E7 meter)
Display K – Price per unit on rate 2
Display R – Your emergency credit (you’ll need to have inserted your key or card to see this).
Display S – Any debt you owe us (you’ll need to have inserted your key or card to see this).
Display T – Your debt charge per week (you’ll need to have inserted your key or card to see this).

What do the different displays on my gas prepayment meter mean?

0 Most recent amount of credit transferred to your meter
1 Last amount taken for debt
2 Last amount taken for emergency credit
3 Last amount given for Gas supply (screens “01 to 03” will total screen “00”)
4 Time
5 Tariff 0
6 Tariff 1
7 Tariff 2
8 Tariff 3
9 Tariff 4
10 Tariff 5
11 N1
12 N2 (number of KWH’s used each day)
13 N3
14 N4
15 N5
16 Calorific Value
17 Standing Charge – Charge made to gas customer for emergency services and so on
18 Weekly Budget Rate
19 Volumetric Rate
20 Billing Cycle – Period of time in days from one statement to the next
21 Emergency Credit Available – When credit drops to this level, you will be offered emergency credit
22 Emergency Credit – Current amount offered when you choose to use emergency credit
23 Gas Allocation Rate – Percentage of credit you are guaranteed to be able to use when you transfer credit to the meter and you have a debt to pay off

If you do require any further information, please do not hesitate to contact our customer service team on 0330 0414 902 or

Need more help on how to use your smart meter?

Take a look at our SMETS1 smart meter guide for more detail on what the buttons do and how to top up.

Categories: How to guides, Meters

Yes, any current credit will be wiped from the meter however this is not “lost” your previous supplier will have taken a final snapshot of your meter when it moved over and know exactly how much needs to be reimbursed to you. Dependant on supplier will affect how you receive this money back. We, therefore, advise you to top up by small amounts so that you are not out of pocket at the time of your switch.

Category: Meters

Contact your previous supplier, explain you recently switched to a new supplier and the credit on the meter was wiped. Ask that they reimburse the credit to you as soon as possible.

Categories: Meters, My Account

You can submit your reading online via your online account, visit here to submit quickly or you can call our customer service team on 03300 414 902, or via email to

Categories: How to guides, Meters

We advise customers to provide us with an opening meter reading on the start supply date. We also ask that you provide us with a regular monthly reading so that we can ensure you never pay too much or too little for your gas and/or electric.

Category: Meters

If you have incurred the debt you will need to top up an amount to cover the outstanding debt + an amount of credit suitable to support your weekly/monthly usage. For example, if the debt amount is £30.00 and you normally top up £10 per week, the total top-up would need to be £40 to extinguish the debt and ensure your meter has sufficient credit for that upcoming week.

Debt is typically accumulated as a result of unpaid standing charges. Regardless of whether you use any gas or electricity, your meter incurs a charge daily usually of around 25p per day. If you have not credited your meter for a while this daily charge will not have been paid, thus the build-up of debt.

If the debt on the meter is a historical debt from a previous tenant, you will need to call our customer services team on 03300 414 902, so that arrangements can be made to have that debt removed. You will need to provide our team with some proof of the date you moved into the property and also photographic evidence of the outstanding debt on the meter.

Category: Meters

There are number of reasons why your meter may be using credit quicker than usual.

  1. There is a debt in the meter.

To check your electric meter for debt, insert the key press the button until you get to screen ‘S’ or ‘8’. These will show you the amount you owe.

For gas debt, insert your card press the button until you get to Screen 27, this shows you the amount to be repaid.

  1. You have entered your emergency credit. In case of an emergency where you have been unable to top up, all meters have £5 emergency credit. This credit runs down much quicker than credit that you have purchased. You will need to top up your meter ensuring you also cover the cost of the amount of emergency credit you have used.
Category: Meters

If ‘Error A3’ appears on your electric meter, this means you have taken your card out too quickly. This may not register your top up, therefore you will need to try again. If this problem persists please call our customer service team at 0330 0414 902.

Category: Meters
  • If you don’t top up your prepayment meter and then use up all your credit (including the emergency credit), the energy supply to your home will self-disconnect until you buy more credit.
  • If you’re going to be away from your home for a few days, you’ll need to make sure that you have enough credit on the prepayment meter to cover the standing charges, any energy usage (such as a fridge or freezer) that will take place while you’re away and any debt repayments that need to be made during that time.
  • Tariff costs may be higher for customers supplied with energy through a prepayment meter due to the higher costs to serve that this payment method results in for us.
  • It may be more difficult for you to regularly buy credit for the prepayment meter if you don’t have easy access to a PayPoint outlet.
  • If you have sight difficulties or other special needs a prepayment meter may not be suitable for you to use.
  • If you lose or damage your prepayment key used for topping up the prepayment meter, you’ll need to ask us to send you a new one. We may at our discretion charge you for the cost of this.
  • If you want to change from being supplied through a prepayment meter to being supplied through a credit meter, you’ll need to pay any outstanding balance that you owe us and we’ll need to agree to this change taking place. We may at our discretion charge you for the cost of changing the meter.
Category: Meters

If you believe your prepayment meter is faulty, please contact our customer care team who will attempt to fix the issue with you over the phone. If we cannot fix it but you are on supply our team will arrange a morning or afternoon appointment with you, usually with a 2 week lead time to repair it. If this isn’t possible, we’ll replace it.

If you are off supply due to an issue with the meter than we cannot rectify over the phone, we’ll send an engineer to the property within 3 hours of you telling us (or within 4 hours on a weekend or a Bank Holiday) to repair it, again 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.

Category: Meters

If you have trouble getting to your prepayment meter, we can arrange for an engineer to move it to a different location for you so you can get to it more easily. If you need to have the meter moved a greater distance than we can help with, we’ll put you in touch with your local electricity network operator or gas network operator (as applicable) who will be able to help you with this.

If you are a pensioner, disabled or chronically ill or there is a child under 5 years old in your household we won’t charge you to move the prepayment meter.

If you aren’t eligible to have us do this free of charge, we’ll inform you of this and tell you how much this will cost. You can then decide whether or not you wish to go ahead with having the prepayment meter moved.

Category: Meters

If you’ve recently moved into a property where a prepayment meter is already installed, we’ll exchange this for a credit meter if you ask us to as long as you meet our credit requirements. If you don’t, we may at our discretion ask you to pay a security deposit before we’ll agree to this.

If you’ve lived at your home for more than 6 months after we’ve installed a prepayment meter and the prepayment meter wasn’t installed to help you repay a debt to us, or if you’ve already repaid any outstanding debt to us, we’ll exchange this for a credit meter if you ask us to provided, that you meet our credit requirements. If you don’t, we may at our discretion ask you to pay a security deposit before we’ll agree to this.

We won’t exchange a prepayment meter for a credit meter if the prepayment meter was installed to help you repay a debt to us and that debt hasn’t yet been repaid unless we’re able to agree on repayment by another method which is acceptable to both you and us. Please note that we reserve the right to charge you for our associated costs if we agree to another repayment method and then need to reinstall the prepayment meter later due to you not making the agreed regular repayments.

Category: Meters

It’s important that we’re able to access the prepayment meter when we need to. For example, we may need to get an exact meter reading, to complete a safety inspection of the meter or to reset or exchange the meter. If you don’t give us access to your home, then we may have to apply for a warrant to gain access. If we have to do this, then we may at our discretion charge you for our costs in relation to this.

Category: Meters


Sometimes the credit for your smart meter may not hit your smart meter straight away. Please allow 60 minutes for your credit to appear and press the B button on your meter to ensure that the meter is not in Vend Mode. If your meter is in Vend Mode, it can delay your credit hitting your meter.

We appreciate this can be frustrating and have a few handy steps that can speed up the process of it showing on your meter.

We recommend that you always keep your top-up receipt from the shop. This receipt will have your UTRN/Vend code on it which will look something like this: 41951-13009-20081-87302

Ensure you correctly enter the code into your meter by pressing the A button (the blue button in the bottom left of the keypad). When you press the A button, the screen should say “VEND MODE”. You should then type in the vend code which shows on the receipt.

Continue by pressing B (the red button at the bottom right of the keypad). Your meter should then show “ACCEPTED”. If it says rejected it could be a case you have inputted the code in incorrectly and you should try again. ** Please do not try to enter your code repeatedly if your meter is showing “REJECTED” as this can lock your keypad for a period of time.

If your meter does keep rejecting please do not hesitate to contact our customer service team on 03300414902.

If you have topped up over the website or our mobile app and haven’t received a vend code you should contact our customer service team who can find your payment vend code or generate one for you.

Need more help on how to use your smart meter?

Take a look at our SMETS1 smart meter guide for more detail on what the buttons do and how to top up.

Categories: Meters, Smart Meters



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