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Got a Problem?
Loss of supply – I’ve topped-up but my power hasn’t been restored
Problem – You have topped-up but the power has not come back on and your balance is not in credit.
Debt on the meter – You may have a debt on your meter, which is either Emergency Credit for repayment or an existing debt
being reclaimed as a percentage of your top-up.
What should I do? – Check your balance by pressing the ‘Electricity’ box on the ‘Main Menu’ screen, in order for power to be
restored you must be in credit by at least £1.00.
Problem – You have topped-up but the power has not come back on, both your in-home display and electricity meter are not
displaying anything.
Power cut – It is possible there may be a power cut in your area. The electricity meter will always show a display so if this is off,
you are most likely experiencing a grid power cut.
What should I do? – There is nothing you can do, power is usually restored quickly by your electricity Distribution Network
Operator (DNO) - you can contact them directly by phone or check online for progress updates regading the restoration of your
supply.
Problem – You have topped-up but your power has not come back on.
Restore Power screen not confirmed – It could be that you have not conrmed the in-home display ‘Restore Supply’ screen.
When you top-up after your supply has gone off it will not automatically come back on; it requires someone to be in the property to
switch the electricity back on via the in-home display or electricity meter for safety reasons.
What should I do? – You can restore your power via the in-home display or the electricity meter itself. To restore it via the in-
home display, ensure it has working AAA batteries inside and switch on the handset (see page 5). The screen will ask if you wish to
restore power, press ‘OK’ and your power should come back on. If you are unable to do this you can use the electricity meter. Go to
the electricity meter keypad and press ‘A’ to connect and then ‘B’ to restore power – see page 27.
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