Your prepayment gas meter

We've pulled together some simple steps you can try when you get different messages on your meter.

Where your money goes each time you top-up

Step 1

The meter checks if you have a weekly debt repayment (you’ll have agreed this with us if you have). If you do and your weekly payment is due, your meter will first take this from your top up. If you don’t, this step will be skipped.

Step 2

If you've used emergency credit your meter will collect a repayment for that, and for standing charge for the time you were in emergency credit. If you didn't use emergency credit, this step will be skipped.

Step 3

The money left after the first 2 steps is available to use for gas.

Lost or faulty gas card?

Don't worry, it happens to us all. Just fill in the form to ask us for a replacement gas card.

Press the red button on your meter to move through these displays

  • 00 - Last card credit
    This shows the amount of money you paid onto your meter last time you topped up. This will be split between your energy use and any balance you may owe.
  • 01 - Last debt repayment
    If you owe us money, this shows how much of your last top up went towards repayment.
  • 02 - Last emergency credit repayment
    How much of your last top up went toward repaying emergency credit.
  • 03 - Last gas payment
    The amount you paid towards gas when you last topped up.
  • 09 - Tariff 4
    The price you're charged for gas usage.
  • 10 - Tariff 5
    The price you're charged for gas usage.
  • 17 - Standing charge
    The price your standing charge is set at.
  • 23 - Gas allocation rate
    Should show 0. This means no money will be given for gas if there's a debt on the screen. Gas will be given once the debt is clear.
  • 24 - Gas debt repayment rate
    The percentage the meter will take towards a debt if you're repaying through your meter.
  • 25 - Gas debt weekly minimum
    The minimum amount you need to pay weekly if you're in debt through your meter.
  • 26 - Gas debt weekly maximum
    The maximum amount the meter can take weekly if you're repaying debt through your meter.
  • 27 - Gas debt
    If you're paying back debt through your meter, this screen will show how much is outstanding.

Gas meter fault codes - If your meter displays one of these codes, here's what you need to do

Call help

What's wrong: Cold weather or zero credit has caused valves in your gas meter to shut, or your meter to run out completely.

What to do: Check your display screen for more information, then give us a call.

Battery fail

What's wrong: The battery has run down, possibly accelerated by using emergency credit.

What to do: Check your display screen for more information then ring us to get it sorted.

Card not accepted (M***** or M-----)

What's wrong: The meter has a fault.

What to do: Call to book an appointment when your meter runs out of credit.

Blank screen

What's wrong: The meter has a fault.

What to do: Press Button A or insert card to try and bring the display back.

Cardfail 04, 28, 35, 38

What's wrong: The meter has a fault.

What to do: Clean your card with a soft, dry cloth and reinsert. If this doesn't work, check your display for further messages.

Paying a debt through your gas meter

If you owe money, it's part of our agreement that you top up your gas meter every week. When buying credit, you'll need to top up enough to cover your weekly repayment amount, regular energy use and daily standing charge.

Your gas meter will take this amount from your first top up after a Wednesday morning each week, and every top up after that until your weekly amount is paid.

Most of the time, any money owed to the meter will be taken in full before you get gas.

Remember if you use your emergency credit…

Your meter will not be able to collect the daily standing charge. When you next top up you will need to pay this back along with any emergency credit you have used. A standing charge is a fixed daily amount that covers the costs an energy supplier incurs to get gas to you.

What if I don't top up every week?

It’s part of your agreement to top up your meter with credit every week even if you aren’t using energy. This is to ensure that your debt is repaid in line with your repayment agreement.

It’s important to keep your meter topped up to ensure any weekly debt repayments you may owe are kept up to date, even during the warmer months when you may not use as much gas.

If you do fall behind on your repayments by more than a week, we’ll increase your weekly debt repayment amount until you’ve caught up with your payments.

What happens if I don't put on enough money to pay you back?

If your agreed weekly amount is £8.00 and you top up £7.00, we will take £7.00 and leave you £0.00 for gas. This means you still owe us £1, which we'll take next time you top up that week.

Once you've paid back what you owe us for that week, any further top ups will stay on your meter until the next Wednesday, when a new payment week begins.

How do I repay any debt I owe through my gas meter?

We'll agree a weekly amount with you that we'll take off your gas meter each time you top up.

On a gas meter, a week goes from Wednesday morning to Tuesday night. So your debt might not appear on your meter straight away - if it doesn't, we'll always write and let you know when we've added it.