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 for safety.
If you have a traditional meter
To get your power back once you’ve topped up, just put your payment key or card into the correct meter. Your power will come back on automatically. If it doesn’t, or there’s a message on your meter, please call us right away on 0330 175 9669.
If you have a SMETS1 meter
For safety reasons, you’ll have to reconnect your meter manually. If you're reconnecting your gas meter, make sure all gas appliances are off before you start.
- Press any button on the keypad of your meter
- Then wait for the OFF message to change to READY (this can take up to 30 minutes)
- Next, you can press A, then B, to reconnect
- Then your meter will say ON
With a SMETS2 meter using your Chameleon Smart In-Home Display (IHD6):
- From the home screen, press OK
- Press the right arrow twice, until you see 'Activate electricity supply’
- Press OK
If you have an Aclara SMETS2 meter and a Flonidan gas meter:
Your electricity meter will have two buttons, A and B, rather than a keypad.
For electricity:
- Once you’ve topped up, press and hold the A and B buttons on your electricity meter at the same time, for about 10 seconds.
- You should hear a clicking noise when your supply returns
- If it doesn’t work the first time, wait a couple of minutes before trying again
If you’re still having trouble, you can try adding your top-up manually.
For gas:
- Once you’ve topped up, press any button on your gas meter
- Your meter will automatically begin reconnecting
If it doesn’t reconnect, check all your gas appliances are switched off, then try again.