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

You need to act quickly. Turn off all your electricity appliances at the wall if your electricity is off – and gas boiler, hob and oven if your gas is off.

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 at a Paypoint and reconnect it.

2. There’s been a power cut

If the red light is out on your meter, there might have been a power cut. Call the power-cut helpline on 105 to find out for sure. Once the power cut is over, just restart your meter/s to get your supply back.

3. The fuse needs replacing

If the red light is out but you know there hasn’t been a power cut, it could be the service head. If so, your District Network Operator (DNO) might need to replace the fuse in it – call 105 and ask to be put through.

4. A fault with your meter

If it isn’t any of those reasons, then something might be wrong with your meter. So please look at the error code on the screen and call us on 0330 102 7517 with your Boost account number.

How do I know when I’m about to run out of credit on my traditional electricity meter?

Your meter might beep when your credit drops below a set amount (usually £1). If it doesn’t, you’ll have to keep an eye on the meter’s balance. If you don’t top up in time, your electricity will cut out.

If you can’t get to a PayPoint straight away, you can activate your £5 emergency credit. This’ll tide you over until your next top-up. Just insert your key into the meter and press the blue button to get it.

How do I know when I’m about to run out of credit in my gas meter?

Your meter might beep when your credit drops below a set amount (usually £2). If it doesn’t, you’ll have to keep an eye on the balance on the meter. If you don’t top up in time, your gas will cut out.

Once again, if you can’t get to a PayPoint, you can release your £5 emergency credit. Just use your card and press the red ‘A’ button.

OVO Energy smart meter keypad

Once you’ve activated your emergency credit

You now need to top up as soon as you can – or your supply will disconnect. You’ll need to top up the meter before you can restart it and the top-up must include enough to replace your emergency credit plus any standing charge or debt you’ve built up.

If your meter displays the word ‘HELP’ when you try to reconnect it, call us on 0330 102 7517 right way. It means an engineer will need to come and reset it before it has a chance to disconnect.

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