Help if you've lost your energy supply
What help do you need with your power supply?
How can we help you get your supply back on?
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What to do if your smart meter suddenly stops working
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How do I activate my emergency credit?
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My top-up hasn't reached my meter. How do I add my UTRN?
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I've lost my smart Pay As You Go top up card
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My prepayment or Pay As You Go top up key or card isn't working
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I think my electricity meter’s been disconnected
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How do I access a prepayment meter's emergency credit?
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I've topped up, but my gas supply still hasn't come on
My top-up hasn't reached my meter. How do I add my UTRN?
Add UTRN via your meter
Model type: EDMI (Electricity)
- On the main screen, hold the OK button to get the main menu screen and use the return/OK buttons to scroll to the ‘Main PrePay’ screen.
- Use the buttons to scroll and select Top Up from the menu. Enter the UTRN using the OK button to scroll through numbers 0-9. Press and hold the OK button to select a number.
- If you need to delete the currently selected digit and return to the previous one, press ‘return’.
- After you have entered the last digit of the UTRN, the screen will display ‘wait’ for up to 10 seconds.
- If successful, the screen will show ‘done’. If unsuccessful, the screen will show ‘fail’ and show the reason, and the meter will prompt for the UTRN to be entered again.