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?
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.
What in-home display do you have?
Model type: Geo Trio and Geo Trio II
Look out for a grey “e” on the balance screen when your credit drops below £1
- Press 'Menu' (the 'Home' button) and use the arrows to scroll to 'Prepay balance'
- Use the selection button to scroll to ‘Activate Emergency credit’
- Use arrows to choose between electricity and gas
- Use arrows and selection button to select 'OK'
IMPORTANT:
During certain periods when we always keep your supply on, for example overnight, you may build up a small amount of debt. If this happens you will see the amount owed the next morning at 9am.
If you are unable to top up, emergency credit will still be available for you but will be reduced by the amount of debt you have built up overnight. In the above example, only £7.50 more can be used before your supply will be disconnected. If you select emergency credit, your in-home display will show the full amount (£10) of emergency credit even though you actually have less than this amount. So it’s important that you top up very soon.