View Dual Fuel User Guide
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1. USER GUIDE Dual Fuel Prepayment smart energy utilitad a pay the smart w Contents Introduction 0 ee 2 What is Smart Energy Your Meters 0 20 00 0000 cc ccc ee ee 4 In home Display 000 cee eens 4 5 Account Status 0 0 0 0 ccc eee 6 7 How does my in home display work How do view my balance Main Menu 0 0 0 ee 8 15 How do view my previous usage Message notifications View tarriff Manual top ups Can use my meter to budget for my energy use TOPPING UD s2 5 6 nso ore ee wd wad weet uadord ha downs 16 19 At the shop online and via text message Emergency amp Friendly Credit 20 23 Electricity Meter 0 0 0 00 cc eee eens 24 26 Gas NIGER fossa hee eeeedewrsen teeaked ean ede de 27 28 Loss of Supply 0 0 00 ccc eee 29 30 I ve lost power and need to top up what do do Saving Energy 0 0 cc cc eee ee 31 Moving home I ve lost my top up card Generating a top up e card P PODIOWN Sega Sore eee he ee a ee ee ee 33 537 Why have lost power what do do Why is my top up not crediting my meter What if my top up doesn t go on manual top ups Reasons for rejected top ups Contact Us What is Smart Energy Smart Energy is Utilita s smart meter prepayment package This service enables you to fully benefit from all of its Features such as Emergency an2. Prepayment Mode screens it will scroll through per hour kWh week to calculate correctly E Emergency Credit Mode and Co2Kg Pressing the button again will return F Friendly Credit Mode to this screen see the next page for details C Credit Mode Energy Saving Challenge Check your usage dials frequently and see if you can stay in the green if you drop into orange or red try turning off some lights and appliances on standby and see if you can get back into green utilita pre pay the s mart way 26 11 14 Usage How Dual Fuel You will need to programme all the usage rate dials in Targets via the Settings screen see page 15 Green means your rate of usage is under your set daily target and red means you are using your supply above your set daily target Important if you think your rate of usage is always high you may have set your targets incorrectly P 0 00 Erh utilitad pre pay the smart way Account Status pre pay the mart way By continuing to push this button you can view and compare the rate at which you are spending your money on gas and or electricity h and finally the rate at which you are using CO2 CO2Kg The usage dials must be programmed in Targets via the Settings screen Note when on these Usage screens the LED light will only relate to your rate of usage Green low rate of usage Orang
3. if you have topped up this should show on your gas balance In order to get the top up to register on your gas meter press A it will go to vend mode In order to get your gas back on enter your 20 40 or 60 digit vend code and send by pressing B Then Press A to connect the gas meter again and B to restore your supply 35 T A 2 ai I o o N 56 26 11 14 Transaction Failed Code has been entered incorrectly utilitad Problem You have entered your 20 40 or 60 digit vend code but when you press Enter the screen shows the above notification Incorrect Code You have entered the vend code incorrectly either you have missed off a digit or mistyped a number What should do Re enter the vend code correctly and press Enter My manually entered vend code is not being accepted 26 11 14 Transaction Failed Code has already been used Try Again Problem You have entered your 20 40 or 60 digit vend code but when you press Enter the screen shows the above notification Duplicate Code The vend code you have entered has been entered before You may be referring to an old receipt or entered the code again believing it has not gone on the first time What should do Check if your top up has already credited and shows up as a previous vend if not ensure you have the correct vend code and to re enter Reasons for rejections The most c
4. Ensure there is one space between each section of information Example for 30 UPAY 9826162701XXXXXXXXX 30 Type UPAY 19 digit top up Amount you in capitals card number wish to top up no sign The amount you have chosen to top up by will be automatically sent to your meter and you will receive a text message receipt The receipt will include a 20 40 or 60 digit vend code in case the top up is not successful this will enable you to top up manually see page 12 This may be subject to change va Balance 25 00 ae m 2 ae Updt On 29 09 12 10 59 050342 3000 Days Left 2 5 23 08 12 10 00 Alc utilitad History 19 ok 0 ok J m x Q O lt 0 a r 20 Emergency Cred it 10 of Emergency Credit is available when you need it to give you time to top up at any PayPoint outlet online or via text message It is important to remember you will need to repay the Emergency Credit you use as well as topping up your meter to at least 1 00 of positive credit IF you run low on credit your meter will display an alert to let you know the LED will turn red and the screen to the left will be AN F displayed In order to accept the use of 10 Emergency Credit you will need to press the E Credit button The alarm will leave enough time for you to put money on your meter however if you do not top up in this time period
5. Sat 9 00am 5 00pm Sun Emergency Line 03452 068 999 Opening Hours 8 00am 10 00pm everyday TOP UP CARDS We advise you write down your unique 19 digit gas and or electricity top up card numbers here in the event your cards are mislaid These numbers are printed along the front of your blue top up cards and can be used to top up online over the phone via text message as well as any PayPoint outlet Electricity Card NUMDbET cccscecscecececececesceeeees aS Gar NUM Cine oe T eee eee ene eee Generate your own top up e cards www utilita co uk e card In the event you mislay your top cards you can also generate a Free digital version which can be scanned at any PayPoint outlet and is unique to your meter it s quick easy and free For further instructions see page 32
6. Your Card Don t worry your cards cannot be used with any other meter and if you lose them you do not lose any money If you have lost a card just contact our Customer Care Team on 03303 337 442 to report the loss and they will arrange for a new one to be sent to you a small charge may be applicable You will also be given your 19 digit card numbers in the meantime which you can use to top up at any PayPoint outlet on your mobile via text message or online It may be useful to keep a record of your card numbers we ve left a space for these on the back of this User Guide Generating your own top up e card In the event you mislay your gas and or electricity cards we are able to send you a Free electronic version of your top up card s via email This can be easily generated online by visiting www utilita co uk e card All you will need is your gas and or electricity serial number instructions on where to find these are supplied online and an email address This will generate and email you back a visual copy of your gas and or electricity card including your unique top up card number and barcode which can be scanned at any PayPoint outlet We recommend every customer generates their own top up e card just incase you need them in the future Got a problem My top up isn t crediting my meter Problem You have topped up and been issued with a receipt but the in home display is not showing the credit on your balance however
7. in vend code mode the A button can be used to delete a Export KVARH number entered and the B button will send the code B button will show you your electricity account balance You must press this button at least 10 seconds after any other button in order to retrieve this information 26 Gas meter keypad button functions By pressing the buttons on the gas meter you can Press gt Monthly kWh obtain all sorts of useful information about your gas Usage Repeated pressing of each button gives many kWh usage last month levels of detailed information as explained below kWh usage 2 months ago kWh usage 3 months ago i 12 h Press Daily Energy Cost Pa Continue pressing up to 12 months 1 Cost of energy used so far today 2 Cost of energy used yesterday Press O Debt Information Press Weekly Energy Cost 1 Cost of energy used so far this week 2 Cost of energy used last week Press O Tariff Data x lt x lt 5 x lt Press P Monthly Cost 1 Cost of energy used so far this month 2 Cost of energy used last month a x lt 27 gt E N O Q A N rr 3 28 Press Emergency Credit Debt Emergency Credit status Amount to repay Press amp P Friendly Credit Status Friendly Credit status Press O Import Export Data Gas volume Import kWh Press O Misc Data Display Check 2 T x5 CO2 data E EE E mg Ge e
8. your gas and or electricity meter is The signal icon in the top left hand corner may also have a strike through it Home Network issue HAN You most likely have a Home Network issue The in home display works like a mobile phone with a signal and like a mobile phone signal can drop out from time to time meaning the in home display is not receiving information properly from the gas and or electricity meter which is why the display balances are different What should do Simply pick up your in home display and move it closer to the electricity meter Watch the signal icon in the top left hand corner of the screen and you should be able to see the strike through disappear Once a signal has been found the in home display will automatically Update itself P ts Good Signal Bad Signal No Signal Problem You have topped up and been issued with a receipt but neither the in home display or the gas and or electricity meter is showing the credit on your balance Remote Communication issue WAN You may have what we call a Wide Area Network issue WAN This is where there is insufficient signal for your in home display and meters to pick up Like a mobile phone your in home display and gas and or electricity meter require a signal in order to receive information remotely On the front of the electricity meter there is the word WAN if the LED light above this is constant and not flashing then it is highl
9. 0 or 60 digit vend code and send by pressing B Then Press A to connect the gas meter again and B to restore your supply Energy Saving Utilita staff are Fully trained to offer free and fair advice on using energy efficiently in and around your home helping you save even more Changing your energy usage habits will always save you more money than by switching supplier alone so have a look at the ways you use your electricity to see if you could reduce your usage Visit www utilita co uk to find out more about saving energy in your home Yy Follow us on Twitter UtilitaEnergy to receive daily energy saving tips updates and offers f Visit us on Facebook at Utilita Energy for more ideas and tips on how to use energy efficiently gt O t Q LLJ oO gt V Energy Saving Challenge take a note of how much you have spent on electricity in a week Download a Utilita usage pack from our website www utilita co uk save energy Follow our energy saving tips for the following week and see how much you save 31 32 Moving Home IF you are planning to move house please contact the Utilita Welcome Team on 03452 068 777 to advise us of your plans and arrange for any credit to be refunded If you do not contact Utilita you may not be able to receive any refunds Please leave this booklet and your top up card for the next occupier so they can contact Utilita about topping up their meter Lost
10. On Off button Message notification Electricity view Gas view balance amp your balance Electricity Qual days left and days left Settings here you can adjust different aspects inbox of your handset Message Message History Tariff Account Settings gt N D lt History view utilita Account enter a manual and compare n top up view previous your usage top ups and activate Emergency Credit The In home Display Account Info 26 11 14 R Balance 25 00 Balance 15 00 2A Updt On 15 07 14 09 07 Updt On 15 07 14 09 07 aS Days Left 15 5 Days Left 12 5 N 5 i O utilita utilita 2 O IF the in home display is running on batteries it will power The in home display will display the above screen by default E down after 60 seconds to preserve power To get the showing the status of your account we call this the Default screen back on you will need to switch IC back on We Screen This screen will show you what your balance is how recommend you always keep the in home display plugged many days it will last and the status of your account Please see into the mains The backlight uses so little energy it would page 6 for a more detailed overview of this screen cost less than 20p a year if left on all the time Batteries In the event of loss of power the in home display can take two AAA batteries It is advised you do not leave batteries in the in ho
11. Q Ke O 5 c 16 Topping Up Along with your meters you will also be issued with your own Smart Energy gas and electricity top up cards enabling you to top up your meters as and when you need Please keep these cards away from heat and strong magnetic fields as this may stop them from working IF you move house in the future you will need to leave your cards at the property see page 32 Our smart meter engineer will ensure your meter is installed with positive credit however you should top up very soon before that credit runs out Below are all the ways you can keep your meter topped up 1 At any PayPoint outlet see page 17 2 Online at www utilita co uk top up 3 Via text message see page 19 4 Automated Top Up Line 03452 068 333 5 Monthly pre pay direct debit plan 03303 337 442 TOP UP CALO How much can I top up an EA At a ae outlet S Minimum top up Maximum top up va maior at ee utilita per meter pera meter A oe By text message SMS 175 982600380118744 By phone on 03452 068 443 This card can only be used to buy electricity for your Top Up at the Shop Take your gas and or electricity top up card to any PayPoint outlet The retailer will process your payment and your top up will be sent to your meters automatically 3 You will be issued a receipt with a unique 20 40 or 60 digit vend code for each top up Use this vend code to manually enter the payment if the automatic to
12. anges to save Settings Back Targets ih Please set your daily targets remaining A remaining utilita pre pay the smart way Set a cost target ensure the top right hand button is showing a E sign press it until it shows Then press the amount button and enter the limit you want to spend in a day then press OK IF you get close to exceeding this amount during the course of one day an alarm will sound to let you know kWh Set an eco target ensure the top right hand button is showing a kWh sign press it until it shows Then set your target as above CO2Kg Set an eco target ensure the top right hand button is showing a CO2Kg sign press it until it shows Then set your target as above oe 16 38 Settings 26 11 14 Back LOW CREDIT ALERT Please set your low credit alert a remaining Ee utilita pre pay the smart way When your gas or electricity meter drops to 2 credit your in home display will sound an alarm However you can set your own Low Credit Alert here by clicking on the amount box and entering the amount at which you would like to be notified The LED will be green if you have not used much of your limit orange if you are half way through and red if you have almost spent your limit Note it is advised you do not set your Low Credit Alert lower than 1 00 as this may not leave enough time to top up 15 ed O
13. ays Left 1 0 14 09 12 15 00 05 09 12 3000 23 0812 10 00 History utilita pre pay the smart way IF you are in Emergency Credit mode an E will show here on the Default Screen IF you are in Friendly Credit mode an F will show When this screen shows a P it means the meter is in normal prepayment mode IF you are unsure how much you need to repay to get back into credit refer to the screen on the left If you owe anything it will appear on your balance as a negative figure Note you will need to top up by an additional 1 to get you back into positive credit Be aware that any separate debts applied to your meter for example replacement card charges etc which are reclaimed at a pre agreed percentage may also be taken From each top up 23 O D L O gt O C O O Q W Using the other keypads You should use the in home display to monitor and top up your gas and or electricity but sometimes you may be required to use the gas and or electricity meter keypads themselves The electricity meter will always be connected to power unless there is a grid power cut When you press a button on the keypad the display screen will light up You can access the same data on both displays so if you have any issues with the in home display you can use the electricity meter to retrieve the same information Information will scroll here on the gas or electricity meter screen Eac
14. button you are allowing permission for your meter to enter Emergency Credit when if your meter runs out of Credit To check whether Emergency Credit has been activated check your default screen via the Main Menu then select Electricity or Gas and there will be an E in the left hand corner of the screen see page 23 Lememgee iF You ACnUATE EMERCENCK CREDIT WHAT You USE wile NEED TO Be kera 13 14 Your Settings en SSA The Settings button will enable you to make simple N changes to the in home display settings and includes f budgeting features A uN Info here you can view the meter serial number and MPAN MPRN Settings Target Backlight Sound Hetwork LEDs Conrast Credit Alert Erase Targets see page 15 Press to switch on off Press to switch on off Credit Alert see page 15 utilita pre pay the smart way Backlight press to select whether you want the display lit up all the time or if you prefer it to switch off after 1 minute The light comes back on if you tap the screen The light uses such little energy to run it would cost you less than 20p a year if it was on all the time Network access denied Contrast Press to lighten or darken screen Erase access denied Note when you press OK on the Targets screen you will be asked to Confirm or Edit your ch
15. d Friendly Credit easy and convenient remote top ups and our competitive prepayment Smart Energy tariff Designed with you in mind your in home display will enable you to view how much gas and electricity you are Using and when giving a clear picture of how you are using your energy The in home display enables you to monitor your energy usage your meter installer will have found a suitable working position for it You should keep the in home display where it is installed and leave it plugged in at all times Your Smart Meter System The In home Display The in home display communicates with the gas and electricity meter to tell you exactly what s going on It will Usually be placed somewhere with strong signal by the installer THIS IS THE IN HOME ik DISPLAY utilitad pre pay the smart way The Gas and Electricity Meters Your meters record how much energy you are using They can be found in a number of locations but are usually in a cupboard or hallway or outside It is a good idea to familiarise yourself with the location of your meters in case you need to access the keypads during a loss of power N i Y cj Q i gt The In home Display Your in home display has a touch screen and gives you quick access to the status of your electricity and gas meter balance It should be plugged into the mains at all times Dual Fuel balance Tariff view your tariff and rates Time Signal Date
16. e medium rate of usage Red high rate of usage You can set your usage rate Targets of choice via the Settings screen see page 15 pre pay the smart way Main Menu IF you need to change anything on the in home display you can always return to the Main Menu by pressing the Menu button in the top left hand corner of most screens J f f f Menu 23 11 14 aoe Electricity Dual Message History Tariff Account Ua ngs utilitad pre pay the smart way Your Messages To view your messages press the Message button on your in home display via the Main Menu It will list your read and unread Message messages on the screen below bam ae Too Y 4 K 9 Y Message 23 11 14 Hi John fo 15 38 Messages 23 11 14 Ta Sun 23 11 14 16 30 Fri 24 14 14 41 00 Wed 1911 14 09 00 Tue 164144 17 10 Fri 1441 14 18 00 utilita pre pay the smart way Just letting you knoe that your mew tariff plan starts tomorrow at 00 00 utilita pre pay the smart way The Message feature is on your handset so we can send you Important notifications will pop up as shown above In order Updates and notifications Any price change or alteration to to close important messages you need to press OK to your tariff or meter will be sent to your inbox and the message acknowledge that you have read it Less important notifications will flash up for yo
17. ee l Bes Fa W i hi pa h Se y l Dee Pe i A button will enable you to manually enter an electricity vend code When in vend code mode the A button can be used to delete a number entered and the B button will send the code B button will show you your gas account balance You must press this button at least 10 seconds after any other button in order to retrieve this information Loss of Supply Electricity IF you run out of credit and lose supply you will need to top up so that you are in credit by at least 1 00 It will require someone to be at the property to switch the electricity back on gt na Electricity Meter Keypad Account Info 26 11 14 SUPPLY OFF 27 09 12 10 00 l 14 09 12 15 00 Emergency Credit 05 09 12 30 00 0 00 Minimum top up 0 00 Soe ee History TEN pre pay the smart way 2 m v ra N V Oo aul Once you have topped up go to your in home display and IF your in home display is not working go to your electricity providing you have working AAA batteries in press the power on meter keypad Press A to activate Followed by A again then button and you will see the above screen IF you do not have any press B and your electricity should come back on working batteries you will need to switch the electricity back on via the electricity meter 29 O 7 2 O O O lt 30 Loss of Supply Ga
18. h number brings up different information detailed on page 25 28 The Electricity Meter Keypad m O rP O ci S The Gas Meter Keypad oe a 24 Electricity meter keypad button functions By pressing the buttons on the electricity meter you can Press O Monthly kWh obtain all sorts of useful information about your electricity usage Repeated pressing of each button gives many kWh usage last month levels of detailed information as explained below kWh usage 2 months ago kWh usage 3 months ago Press Daily Energy Cost Le Continue pressing up to 12 months x 1 Cost of energy used so far today x2 Cost of energy used yesterday Press pP Debt Information Press GB Weekly Energy Cost 1 Cost of energy used so far this week 2 Cost of energy used last week ale Press QP Tariff Data x1 Press Monthly Cost BESEN y Standing Charge x lt Cost of energy used so far this month Tariff Rate 1 2 Cost of energy used last month Tariff Rate 2 x lt 25 eD E 0 O a Q O LU Press P Emergency Credit Debt Press QP Misc Data Emergency Credit status Amount to repay Press GP Friendly Credit Status Friendly Credit status Press 9 Import Export Data Import kWh meter read x2 Export kWh x3 Import KVARH A button will enable you to manually enter an electricity vend m D O r 2 S r D r x2 X3 code When
19. me display all the time as they will slowly drain instead keep them to hand should you experience loss of power You r Usage Ove rview When on the Default Screen the LED light will only relate to your credit balances Green plenty of credit This is the Default Screen which will always Orange credit is half used show after 60 seconds or after power down Red low credit You can set your Low Credit Alert of choice via the Settings Screen see page 15 This shows how much credit you currently have on your meter Account Info 26 11 14 Dual Fuel Press here to scroll between Dual Fuel Electricity only and Gas only screens These alternative screens will include a summary of your previous top ups Electricity This shows the last time the handset communicated with your meters Balance 25 00 Balance 15 00 Updt On 15 07 14 09 07 Updt On 15 07 14 09 07 Days Left 15 45 Days Left 12 5 P P gt O 2 O gt U Q N This is approximately how many days your supply will last It is based on your current rate of usage if you increase or decrease your rate of usage this figure will change to show how long your balance will last Note when your meters are first This button shows which screen you are currently on Press this button to flick through different in talled this Feature will take about amp P
20. nd each meter works with a minimum of 1 For example if you have used up all of your Emergency Credit and used 4 of Friendly Credit you will need to top up the meter by at least 15 10 to pay off the Emergency Credit 4 to pay off the Friendly Credit and 1 to get the meter going ALWAUS ensuge uov ALE IN CLEOrT Bu AT LEAST 1 00 21 O D L O gt O C O O Q W m rm Q O lt 0 z r 22 Friendly Credit Friendly Credit Started Warning 23 11 14 NF ELECTRICITY CREDIT 0 00 You are now entering FRIENDLY CREDIT MODE fends Mon 26 11 12 at 10 00 utilita pre pay the smart way IF your credit is running low within Friendly Credit hours the above alert screen will be displayed You will automatically be in Friendly Credit once your credit runs out to bypass the screen press OK Friendly Credit Over Warning 26 11 14 AF FRIENDLY CREDIT PERIOD OVER Your supply vill switch off at 10 00 Please top up 3 00 pre pay the smart way Refer to page 20 to check what times Friendly Credit is available IF you have not topped up over the weekend or evening your in home display will display an alert to let you know that your supply is due to go off shortly To stop the alarm press OK How can I check if I m in Emergency or Friendly Credit and how much I need to repay 26 11 14 Balance 5 00 Updt On 29 09 42 10 59 D
21. ommon reasons for rejections are listed below Rejected Duplicate The code you are entering has already been accepted on the meter Rejected Incorrect You have entered the vend code incorrectly either you have mistyped or missed off a digit Rejected Incomplete The vend code must be either 20 40 or 60 digits long you may have missed off or added on an extra digit Rejected Invalid You have entered the vend code incorrectly either you have mistyped or missed off a digit Rejected Key Lock The vend code has been entered incorrectly too many times Please contact our Customer Care Team Still experiencing problems IF you are still experiencing problems please contact our Customer Care Team In the event of loss of power please call the Emergency Line Be aware that we will not be able to help you quickly if you enquire about loss of power via email It is important to remember if you are emailing your enquiry we may not be able to get back to you for 5 working days so if you are experiencing a loss of supply issue please call our Customer Care Team directly on 03303 337 442 57 T A 2 a NEED HELP Hopefully all of your questions will be answered in this User Guide but if you are still experiencing difficulties our Customer Care Team can help LJ www utilita co uk www utilita co uk contact us Customer Care Team 03303 337 442 Opening Hours 8 00am 8 00pm Mon Fri 8 00am 5 00pm
22. p up should fail 4 Your supply should be credited automatically however it can take up to 45 minutes to show on the in home display 5 Your gas and or electricity should now be topped up you can check this has been successful via the in home display see page 6 RJ ok T 0 ok J Note f your top up card does not swipe at a PayPoint you can request the retailer do it manually for you Top up Online Topping up online is easy peasy Go to www utilita co uk top up Select the supply you wish to top up Click on the top up card that looks like yours Enter the amount you wish to top up Enter your payment card details Your payment will then be sent automatically to your meter and a receipt will be sent to you via email or text message however you orefer Pel ta heal pa fe j O Ke 2 gt Q c To check that your money has been credited to your gas and or electricity meter check your in home display default screen or press the Electricity or Gas button on the Main Menu screen 18 Top up via Text Message First you need to make one online payment see page 18 When you get to the payment page make sure you tick the SMS box then enter your mobile phone number in order to register your details Once you have registered your details text UPAY followed by your top up card number then the top up amount to 88010 N B please ensure you do NOT include a E sign
23. r your supply has gone off it will not automatically come back on it requires someone to be in the property to switch the gas and or electricity back on What should do Electricity 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 oress 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 29 Gas you cannot restore your gas via the in home display once it has been switched off Instead you will need to restore the gas via the gas meter keypad by pressing A to connect then B to switch it back on see page 30 Loss of supply Gas Meter Problem You have lost your gas supply and have topped up to get it back on You have pressed A on the gas meter keypad to restore the supply but instead of asking you to Restore Power it has gone into vend mode and the supply cannot be restored Gas Meter asleep As the gas meter has been off it has gone into sleep mode and may take a while to pick up a signal again This means that the top up that you have made may not yet have registered on the gas meter What should do Check your in home display
24. s IF you run out of credit and lose supply you will need to top up so that you are in credit by at least 1 00 It will require someone to be at the property to switch the gas and or electricity back on In home Display Account Info 26 11 14 22 09 12 14 09 12 15 00 05 09 12 30 00 23 08 12 10 00 SUPPLY OFF Emergency Credit 0 00 Minimum top up 0 00 History utilita pre pay the smart way Note You cannot restore the gas meter via the in home display This is for your safety and is legislated across the energy industry The reason for this is that if you smell gas coming from your gas meter you should not restore power as it is potentially dangerous If the ability was given to restore via the In Home Display it would allow you to restore in a separate room from the gas meter and would mean you may not be able to smell the potential gas leak upon restoration Gas Meter Keypad Whether your in home display is on or not you MUST turn your gas supply back on via the gas meter keypad This is because of a safety feature built into the gas meter To connect the gas meter press The display will show the above Press A again and then press B and your gas should come back on Note Sometimes because the gas meter has been off it will be asleep so your top up will not register In this case when you press A it will go to vend mode instead In order to get your gas back on enter your 20 4
25. t way 11 12 Your Payment Manual top ups If you top up online at a PayPoint outlet or via SMS and the money does not credit your meter automatically you will need to do a manual top up by entering the 20 40 or 60 digit vend code here this code will be on your receipt It is important to keep your receipts in the event your top up is not successful ETD BNVAN Electricity Gas A A 0 Ors tly PayPoint 55338 A J CONVENIENCE STOFFE WIGAH Po EE NA lubed a2 2 ORE Ie Wy ail AMOUNT SH O2c6B6U96 Tat 6404 20 56 Jae 13 FEEFAY THE SMART WAY FLEADSF KEEP FELEIFI H gt FROOF OF PURCHASE Type in your vend code Press delete to correct Press Enter to send You will find your vend code on any receipt whether you receive it on paper via text message or email It may be anything between 20 60 digits long pre pay the smart way 23 11 14 gt Warning 26 11 14 LOW CREDIT 50p Press OK to ignore or E Credit to use Emergency Credit utilita pre pay the smart way IF you have ignored notifications that your credit is low or if you wish to activate Emergency Credit early press the E Credit button on the Payment screen The above screen will appear asking for you to accept 10 of Emergency Credit Press the E Credit button to activate it or OK to go back Note by pressing this
26. u to acknowledge will also pop up but will disappear if ignored and show as an unread envelope icon in the top right hand corner 10 Your History S N Clicking on the History button via the Payment page will display a range of graphs showing you how much gas and or electricity you are using and N when over the last hour day week or month Click on the kWh or Hour buttons to scroll through the different combinations of information nN Press the buttons here to switch between different combinations of information 23 11 14 Click the Electricity button to flick between Electricity history and gas history screens Total 250 Wh cuml 1 10 kh 250 Wh JJ ASONDJ FMAM dd Wiel ete pre pay the smart way To set usage targets go to Targets via the Settings screen and select kWh per hour or CO2 See page 15 for details Your Tariff anno A N To view your tariff name and rates press the Tariff button on the Main Menu screen Then N press the Electricity button and the Gas tariff screen will be displayed Press the Gas button again and you will return to the Electricity tariff screen 23 11 14 23 11 14 Electricity Smart Energy SOUTH Smart Energy SOUTH o XX AAAp for first skh XZ AAAp for first kWh AA Ap thereafter AM Aap thereafter utilita utilita pre pay the smart way pre pay the smar
27. y likely you have this issue What should do If this is the issue you will need to continue topping up your meter manually There isn t anything you can do other than wait For a signal to be established T A 2 a ao D e e o N 34 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 most likely have a debt on your gas and or electricity meter which is either Emergency Credit for repayment or an existing debt being reclaimed at 25 What should do Check your balance by pressing the Electricity or Gas 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 your in home display and meters 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 do There is nothing you can do power is usually restored quickly by the electricity grid 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 confirmed the in home display Restore Power screen When you top up afte
28. you will be alerted again giving you another option to access Emergency Credit IF you keep pressing OK without making a payment or you ignore these alerts altogether your supply will eventually go off Warning 26 11 14 ELECTRICITY CREDIT 0 00 Press OK to ignore or E Credit to use Emergency Credit Note you can also activate Emergency Credit via the Payment screen see page 12 When is Friendly amp Emergency Credit available Emergency Friendly Credit a Available a Mon Fri 10am Mon Fri 10am 4pm Remember if you have lost power you must top up all Emergency and Friendly Credit plus at least 1 00 of positive credit in order to restore your power This may be subject to change What happens if my Emergency Credit runs out IF your Emergency Credit runs out during the week after 4om your supplies will NOT go off until 10am the following day This will give you enough time to top up your gas and or electricity IF your Emergency Credit runs out after 4om on a Friday your supplies WILL NOT go off until 10am the following Monday or the day after if it s a Bank Holiday This extra emergency supply is called Friendly Credit This may be subject to change Remember the next time you buy gas and or electricity you will need to pay off the EMERGENCY CREDIT and any FRIENDLY CREDIT used will also be deducted from your payment Please bear in mi
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