What should I do if my smart meter goes off supply?

If one of your smart meters goes off supply for any reason, it’s important to act fast to get it going again.

Your electricity appliances could get damaged by a power surge when the electricity comes back on if you don’t do this. Likewise, gas could escape when your gas meter starts working again.

What should I do next?

You need to work out why your smart meter has gone off supply. There are 4 possible reasons:

1. You’ve run out of credit

This is the most likely reason, so you’ll just need to top up and reconnect it.

2. There’s been a power cut

Call the power-cut helpline on 105 to find out for sure. Once the power cut is over, just follow these instructions to restart your meter/s and reinstate your supply.

3. There’s been an overload

If you run out of gas when a gas appliance is on, you won’t be able to reconnect until you’ve turned all your gas appliances off. It’s to keep you safe.

The meter screen will say ‘overload’ and the red light will be on. You need to:

  • 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.

  • Press ‘A’ then ‘A’ again then ‘B’ to restart your meter.

4. A fault with your meter

If it isn’t any of those reasons, then something might be wrong with your meter. So please call us on 0330 102 7517 (Monday to Thursday 8am-8pm, Friday 8am-7pm and Saturday 9am-2pm) with your Boost account number.

How do I know when I’m about to run out of credit?

That depends on whether you’re on Smart PAYG+ or Traditional PAYG.

Smart PAYG+

With Smart PAYG+, you can set up alerts on your mobile to let you know when your credit’s getting low, and your screen will change colour.

Green means ‘healthy’ but as it changes to red, it means ‘warning – low credit’. Black means ‘no credit’.

Smart PAYG standard.

When your credit falls below £2, the red light on your In-Home Display (IHD) will come on.

OVO Energy IHD Low credit warning

If you don’t top it up very quickly, or activate your emergency credit, your smart meter will run out of credit and you’ll see this screen.OVO Energy No emergency credit IHD screen

That means your supply has been disconnected and you’ll need to restart it. However, you can still access your emergency credit at this stage – just press ‘7’ then ‘A’ then ‘B’ on the meter.

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