Frequently asked questions
If you are currently supplied via a pre-payment meter, we have compiled a list below of some of the most commonly asked questions.
I’ve moved in and there’s no key
Contact the call centre to arrange a TAG number to collect a Key from a local outlet – this service is available between 9am – 5pm Monday - Friday
I’ve moved in and the meter is in debit
If you are using the old customer's key you may be paying debt that you are not due. You should call us to arrange to pick up a key, as above, or we can send you a new key through the post
My meter is showing an error
Call the contact centre on 0845 034 7474
Can I use any key?
It is important you use a key we have issued to ensure you arepaying the correct tariff and not paying another person’s arrears.
Always remember to run down any existing credit on the meter before the new devices are initialised as failure to do so will result in this credit being removed from the meter