Payments and statements

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.

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.

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