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.

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.

Getting in touch

We're available 8am-8pm weekdays and 8am-6pm on Saturdays.

For queries relating to a new gas card, please complete our online form.