Pay As You GoHelp and support

If I’ve been disconnected because my credit ran out, how do I reconnect my supply again after I top up?

Once you’ve topped up enough to bring your balance above zero, you can reconnect your meter. Before reconnecting your gas supply, please make sure all gas appliances are switched off at the plug or electrical supply for safety.

How to find out your smart meter type

Your smart meter type should be printed on the front of your meter. If you can't see it, you can also find it out by looking at the meter serial number. The format for each smart meter number is below.

MakeElectricGas
AclaraxxMxxxGxFxxxxx or ExFxxxxx
Elster  xxKxxxGxKxxxxx
L&GxxLxxx  ExSxxxxx
EDMIxxExxxExExxxxx
UtilitaxxPxxxGxPxxxxx

If you have a SMETS 1 meter

SMETS1 Secure

To get your power back on, first you’ll need to top up. Once you’ve topped up, the supply icon on your meter display will change from OFF to READY. Make sure all appliances are switched off, then follow these instructions:

  1. The display will tell you to press A to connect

  2. Once you’ve pressed A, you’ll be asked to press B to confirm

  3. When you press B, your supply will come back on within 10 minutes

SMETS 1 ACLARA

 To get your power back on, first you’ll need to top up.

Getting your electricity back on

Once you’ve topped up, the relay icon in the bottom right corner of the meter screen will flash and a reconnection message will appear. Press and hold the A and B buttons together, and your supply will reconnect.

Getting your gas back on

First, make sure all your gas appliances are turned off. Go to your meter and you’ll see a reconnection message on the screen. Press and hold the Middle button to turn the supply back on. 

If you have a SMETS 2 meter

Smets 2 elster

To get your power back on, first you’ll need to top up.

Getting your gas back on

  1. Once you’ve topped up, make sure all gas appliances are switched off for safety.

  2. Go to your meter and press the middle button Then press and hold the middle button until you see Please wait on the screen.  

  3. A countdown timer will appear – once this has finished, you’ll see Gas flow check successful and your supply will come back on

Getting your electricity back on

  1. Once you’ve topped up, go to your meter and press the bottom button to bring up the main menu

  2. Keep pressing the bottom button until you reach Supply, then press the top button.

  3. Press and hold the top and bottom buttons together until the meter makes a clicking noise. Supply State Enabled will show on the screen and your electricity will come back on.

SMETS 2 EDMI

Getting your gas back on

  1. Once you’ve topped up, make sure all gas appliances are switched off for safety.

  2. Press the OK button once the Credit ARM screen appears. Then press OK again to turn on your supply. Once your gas is back on, you’ll see Enabled on the screen

Getting your electricity back on

  1. Once you’ve topped up, go to your meter and press and hold the OK button to enter the main menu.

  2. Then press and hold OK on the MAIN PREPAY screen. 

  3. Then keep pressing OK to scroll through the menu until you reach Info-Supply,

  4. then press and hold OK to enter. Finally, press and hold OK to turn your supply back on

SMETS2 Landis+Gyr

Getting your gas back on

  1. Once you’ve topped up, make sure all gas appliances are switched off for safety.

  2. Go to your meter and press the B button twice.

  3. Press A to confirm all your gas appliances are off, then hold down A until it says Release A For Gas.

Getting your electricity back on

  1. Once you’ve topped up, go to your meter and press A to bring up the main menu.

  2. Press A again, followed by B. 

  3. Then press and hold B to switch your supply back on.

Gas Quantum Traditional meter

If emergency credit is available, insert your gas card and you will be prompted to activate the emergency credit. Press button A to activate your emergency credit. 

If the meter is saying ‘OFF’ insert card and the meter will prompt you to hold button A. The meter will then prompt you to release button A. This will turn the gas back on.

Our meter guides

If you want more information on your meter, we have a range of guides. Find out how to top-up, turn your meter back on afterwards, activate emergency credit and troubleshooting tips.

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