If you use the Boost app or website to check your balance and top up then you’re a Smart PAYG+ customer.
If you run out of credit and your energy goes off supply, we’re here to help get your energy up and running again.
There are two things you need to do to get back on supply.
1. First, top up enough to bring your balance above zero
You can do it via your Boost app or in My Boost, like you usually do. Once you’ve done this, your meter will be ready to reconnect within 30 minutes.
2. Then, reconnect your meter
After you’ve topped up, for safety reasons, you’ll have to reconnect your meter manually. How you do it depends on the type of smart meter you have:
If you need to reconnect both your gas and electricity supplies, you’ll need to do it one by one. Same steps for each:
Your top-up may not have reached your meter yet. In this case, you can enter your 20 digit top up code - check your email or SMS for the code we sent when you topped up.
If you need to reconnect both your gas and electricity supplies, there are different steps you need to follow for each.
This is what a second-generation electricity smart meter looks like
When it’s ready to reconnect, it’ll say RELAY ARMED, and you’ll have to:
This indicator shows you whether your electricity meter is connected or not
If it does not work, give it a couple of minutes and try again. It may take up to 30 minutes for the RELAY ARMED message to appear on the screen. If the RELAY ARMED message is still not displayed on screen, you can also try activating your meter manually by entering a 20-digit code on your In-Home Display (IHD). Once RELAY ARMED is shown, follow the instructions above.
This is what a second-generation gas smart meter looks like
Here’s how to do it:
This is what you’ll see whether your gas meter is connected or not
If it doesn’t work, give it a couple of minutes and try again. It may take a while for the PUSH TO RECONNECT message to appear on the screen. If the PUSH TO RECONNECT message is still not displayed on screen, you can also try activating your meter manually by entering a 20-digit code on your In-Home Display (IHD). Once PUSH TO RECONNECT is shown, follow the instructions above.
If the RELAY ARMED (for electricity) message or the PUSH TO RECONNECT (for gas) message does not appear on your meter screen after you’ve topped up, then you can try entering a 20 digit top up code - check your email or SMS for the code we sent when you topped up. This can sometimes happen if your top-up has not reached your meter.
You’ll need your IHD (In-Home Display) to do this.
So here’s how to manually activate your top-up using your IHD:
1. Press the menu icon (it’s in the bottom right of your screen).
2. Press TOP UP.
3. Choose the fuel you want to reconnect. If you’re trying to connect both, repeat all these steps for each.
4. Press OK.
5. Enter the 20-digit code you’ve got via email or text (you’ll get separate codes for electricity and gas).
Now your meter knows that you’ve topped up. All you need to do is reconnect it (see how). After that, you should get back on supply. Done.
Any questions? Give us a ring on 0330 102 7517 (Mon-Fri 8am-6pm, Sat 9am-1pm). We’re here to help.