The first thing to do is to top up your meter at a PayPoint and put some credit on your Smart payment card (or your prepayment key or card if you’ve got a prepayment meter).
If you’re on Smart PAYG+, you can top up through My Boost or our Boost app.
It seems obvious – but you’ll need to be in credit for your energy to reconnect. But don’t forget, if you’ve been using your emergency credit for a while, we won’t take standing charges or any money owed to us from your emergency credit. So those charges will come off as a lump sum when you next top up.
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 – to get back on supply.
If you’ve got a traditional meter, it’ll reconnect as soon as you pop in your top-up. 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 – here’s what to do for either electricity or gas.
Use your meter keypad.
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. You can find a proper how-to here.
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.
Follow the instructions above to reconnect your meter and get back on supply.