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
How do I activate my emergency credit?
You can activate your emergency credit when your balance drops below £1 – but before your credit runs out. You get £10 of emergency credit on your electricity meter, and £10 on your gas meter.
You can activate it through your in-home display or through the meter itself.
Remember, emergency credit is only there to give you a bit of time to top up. Your meter will disconnect when your £10 of emergency credit runs out. We'll automatically take a payment for any emergency credit you've used when you next top up. This keeps you covered in case of another emergency. Why your electricity won't get disconnected 'out of hours'.