33
Got a Pr
ob
lem?
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 confirmed 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 .
