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Getting back on supply with Smart PAYG+

If one of your smart meters goes off supply for any reason, it’s important to act fast to get it going again.

If you use the Boost app or website to check your balance and top up then you’re a Smart PAYG+ customer.


If you run out of credit and your energy goes off supply, we’re here to help get your energy up and running again.


There are two things you need to do to get back on supply.
 

1. First, top up enough to bring your balance above zero

You can do it via your Boost app or in My Boost, like you usually do. Once you’ve done this, your meter will be ready to reconnect within 30 minutes.

 

2. Then, reconnect your meter

After you’ve topped up, for safety reasons, you’ll have to reconnect your meter manually. How you do it depends on the type of smart meter you have:

 

1st generation smart meter

 

 

 

2nd generation smart meter

 

 

 

Reconnecting your 1st Generation Smart Meter

If you need to reconnect both your gas and electricity supplies, you’ll need to do it one by one. Same steps for each:

  1. If you're reconnecting your gas meter, make sure all gas appliances are off before you start.
  2. Press A on the meter keypad to wake up your meter on the wall.
  3. The indicator on the meter screen should then say READY.
  4. Press A and then B.

What if my meter says VEND or OFF after I’ve topped up?

Your top-up may not have reached your meter yet. In this case, you can enter your 20 digit top up code - check your email or SMS for the code we sent when you topped up.

  1. Press A to start.
  2. Enter the 20-digit code using the keypad.
  3. Press B to confirm.
  4. The screen should then say READY
  5. Press A then B to reconnect.
     

Reconnecting your 2nd Generation Smart Meter

If you need to reconnect both your gas and electricity supplies, there are different steps you need to follow for each.
 

Reconnecting your electricity meter

This is what a second-generation electricity smart meter looks like

 

When it’s ready to reconnect, it’ll say RELAY ARMED, and you’ll have to:

  1. Press A and B at the same time – hold for about 10 seconds.
  2. You should hear a click when you’re back on supply.

 

 

This indicator shows you whether your electricity meter is connected or not


If it does not work, give it a couple of minutes and try again. It may take up to 30 minutes for the RELAY ARMED message to appear on the screen. If the RELAY ARMED message is still not displayed on screen, you can also try activating your meter manually by entering a 20-digit code on your In-Home Display (IHD). Once RELAY ARMED is shown, follow the instructions above.

 

Reconnecting your gas meter

This is what a second-generation gas smart meter looks like

 

Here’s how to do it:

  1. Safety first. Make sure all your gas appliances are turned off.
  2. When your gas meter is ready to connect, it’ll say PUSH TO RECONNECT.
  3. Press any button, and it’ll automatically begin to reconnect (this may take a few minutes).

 

This is what you’ll see whether your gas meter is connected or not

 

If it doesn’t work, give it a couple of minutes and try again. It may take a while for the PUSH TO RECONNECT message to appear on the screen. If the PUSH TO RECONNECT message is still not displayed on screen, you can also try activating your meter manually by entering a 20-digit code on your In-Home Display (IHD). Once PUSH TO RECONNECT is shown, follow the instructions above.

 

Manually Reconnecting your 2nd Generation Smart Meter using your IHD
 

If the RELAY ARMED (for electricity) message or the PUSH TO RECONNECT (for gas) message does not appear on your meter screen after you’ve topped up, then you can try entering a 20 digit top up code - check your email or SMS for the code we sent when you topped up. This can sometimes happen if your top-up has not reached your meter.

 

You’ll need your IHD (In-Home Display) to do this.

 

So here’s how to manually activate your top-up using your IHD:

1.  Press the menu icon (it’s in the bottom right of your screen).

 

2. Press TOP UP.

 

3. Choose the fuel you want to reconnect. If you’re trying to connect both, repeat all these steps for each.

4. Press OK.

 

5. Enter the 20-digit code you’ve got via email or text (you’ll get separate codes for electricity and gas).

 

Now your meter knows that you’ve topped up. All you need to do is reconnect it (see how). After that, you should get back on supply. Done.

Any questions? Give us a ring on 0330 102 7517 (Mon-Fri 8am-6pm, Sat 9am-1pm). We’re here to help.
 

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