If you just need a quick refresher:
Or check out our more detailed guide below.
The first thing to do is to top up your Smart payment card or prepayment key or card at a PayPoint. Or if you’re on Smart PAYG+, by topping up through My Boost or the Boost app.
Don’t forget – we won’t take standing charges or any money owed to us from your balance if you’re using emergency credit.
That means when you top up to get back on supply, you’ll need to cover your standing charges, debt repayment and any emergency credit you’ve used, plus enough to make sure you’ve got a positive balance.
If you’ve got a traditional meter, it’ll reconnect as soon as you pop in your prepayment card or key. If it doesn’t reconnect, give us a ring on 0330 102 7517.
If you’ve got a smart meter, you’ll need to restart it manually – read below on what to do for either electricity or gas meters.
Once you’ve topped up, or if you’re reconnecting after a power cut, the supply icon on your meter display screen will change from ‘OFF’ to ‘READY’ like this:
The screen will tell you to press A (in the bottom left corner of your keypad), and then A again to connect.
It will then ask you to press B (in the bottom left corner of your keypad) to confirm your instruction. When ‘CONFIRM’ appears on the screen, your gas supply should be up and running again.
For your safety, make sure your boiler pilot light is relit and there’s no gas escaping from any fires, hobs or gas ovens that were being used when the gas went off.
If a power cut lasts for a while and you want updates on what’s happening, please telephone the power cut helpline – just dial 105.
If you press A and the screen says ‘VEND’ instead of ‘CONNECT’, your top-up hasn’t worked – probably because your home area network isn’t working at the moment.
If this happens, you’ll have to enter your top-up receipt number by hand. Find your top-up receipt and pop the number into your IHD. If there’s no connection, you can use your meter keypad – just press A to start.
If it’s still not working after half an hour, get in touch with us and we’ll help.
Follow the instructions below to reconnect your meter and get back on supply.
Turn off all gas appliances.
Slowly turn off the isolation valve.
Slowly turn the isolation valve back on.
Reignite the gas appliances one at a time.
If you’re still stuck and can’t get back on supply, give us a call on 0330 102 7517.