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I've a faulty electricity prepayment meter or key – what do I do?


- My meter is damaged
- My gas prepayment meter has a blank display
- My prepayment key isn't working

(This information is for prepayment meters only; it's not for pay-as-you-go smart meters.You can also view our handy guide to using your prepayment meter.)

My meter is damaged – who should I call?

Dial 105 on your mobile or landline to get through to your local network distributor's emergency line. They'll be able to help if there's an electrical emergency in your home, or a power cut in your local area.

Please don't touch your meter if it looks damaged.

My gas prepayment meter has a blank display - what do I do?

  • If some or all of your lights and/or electrical appliances have gone off as well as your meter, you should check the trip switches in your fuse box. Only do this if it's safe to do so.
  • If the switches have tripped, reset them – or ask your landlord or an electrician to do this for you. If your trip switches are okay, you should get a qualified electrician to look at your wiring.
  • If there's a power cut in your local area, you'll need to get in touch with your local network operator. You should also turn off your electrical appliances, as they could get damaged by the power surge when your electricity comes back on.
  • If neither of the above cases apply, please get in touch by clicking the Chat button on the right. We'll help you sort out the problem.

My prepayment key isn't working – what do I do?

There are a number of reasons why your prepayment key might not be working, here are a few things that may have gone wrong:

Failed transaction
Check your receipt: if it says 'Cancelled' or 'Failed', your transaction didn't complete, so you'll need to try again.

If the machine at your usual top-up outlet isn't working, you can find another Payzone, PayPoint or Post Office outlet.

Dirty or damaged key
Give the contacts on your electricity key a clean with a dry toothbrush or cloth.

If that doesn't work, or you think your key is damaged, you might need to get a replacement – fill out this form. We can usually get a replacement to you within five working days. Your first replacement is free; we might charge you for further replacements.

Please click the Chat button on the right to speak to our online team if you need a new key in a hurry. We might be able to arrange for you to pick up a key at your local top-up outlet.

Error message
If your meter display shows an error message, get in touch by clicking the Chat button on the right. Please be near your meter, as we'll need to ask you a few questions.

More credit needed
Did you put enough credit on your key to cover the emergency credit you used, as well as any missed standing charges and/or instalment plan payments? Your electricity supply won't come back on until you've paid off all these debts.

How do I know if there's debt on my meter?
How does emergency credit work?

If none of the above applies to your situation, please get in touch by clicking the Chat button on the right. We'll try to work out what's happened.

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