What should I do if there's an emergency with my Pay As You Go meter?

Here’s what to do if you’re having a problem with your Pay As You Go meter that needs urgent attention 

If you’re experiencing a problem with your meter please chat with us online or call us on 0330 175 9669. We’re here Monday to Friday, 8am to 8pm, and 9am to 5pm on weekends.

There’s more information below about what to do if you suspect a gas leak, there’s a power cut, your power’s out, or if you’ve lost your top-up key or card. 

Do you have a gas leak?

If you smell gas or think you have a gas leak call the National Gas Emergency service on 0800 111 999. Here are some other steps to take: 

• Do open doors and windows to let the gas out

• Do check your gas appliances are switched off

• Do turn your gas off at the isolation switch (if you know where it is and it’s easily accessed)

• Do wait outside your home, and let your neighbours know

• Don't use any electrical switches, or switch lights on or off

• Don't smoke, light a match, or use any other kind of naked flame

• Don't go back into your home until you've got the all clear. 

Do you think you might have a power cut?

If you think you might have a power cut call 105 to report the power cut to your network distributor.

Before you call, check if there’s a power cut in your area by looking at the streetlights outside, or your neighbours’ home. You should also:

• Switch off all your electric appliances – especially the ones that shouldn’t be left unattended like heaters. This will also protect your appliances from electrical surges.

• Leave one light switch “on” to show when the power comes back.

If your power stops working 

If your power stops, first check that your meter’s topped up, as that might be the issue. 

If you’ve run out of credit, you’ll need to add more. If you can’t afford to top up, you can use your emergency credit to keep you going until you can. 

Times when your power stays on

There are times when your power stays on (your “non-disconnect hours”), even if you run out of credit.

If you have a smart meter

As long as you had credit at the start of these periods, you won’t lose power during these times:

• Between 5pm and 9am Monday to Friday

• Before 9am or after 3pm on Saturday

• All day on Sunday

• Easter Sunday, 25 and 26 December, and 1 January

There’ll still be a charge for any energy you use. So top up as soon as you can to avoid losing power when these periods end.

If you have a traditional electricity meter

You shouldn’t lose power during these times, as long as you have credit on your meter when they begin:

• Between 6pm and 9am on weekdays

• From 6pm on Friday until 9am on Monday

• Christmas Day

If you’ve run out of credit, you’ll need to top up before these periods are over to avoid losing power.

If you have a traditional gas meter

Unfortunately, non-disconnect hours don’t cover traditional gas meters. But smart meters offer non-disconnect hours for both gas and electricity. .

If you've lost your key or card 

You can find out how to replace your card and how to top up in the meantime here.

Is Pay As You Go still right for me?

If you have a medical issue, young children living with you, or you need extra practical support managing your energy, Pay As You Go might not be right for you. If any of these apply, please get in touch as soon as possible to discuss other options.

You can call us on 0330 175 9669, Monday to Friday, 8am to 8pm or 9am to 5pm on weekends. We’re here to help.