Updated on 12/03/2020
I topped up last night and it’s come out of my bank, but my balance is still in the emergency. Will I still get cut off?
Best answer by Anonymous
Updated on 30/09/2020: We have recently changed Smart PAYG. See this guide for info on the latest changes. Still got a question about the new Smart PAYG? Create your topic here to get it asked. The answer will help you and others!
Has the top-up made an appearance yet,
If you topped up at the shop, the credit should go onto the meters straight away. If it hasn't, it could be because the communication with your smart meters is poor, or you've used the wrong top-up card.
You should get a 20 digit code on the receipt called a ‘vend code’, which is a code you can use to manually add the credit to the meter. It’s worth trying this if it’s not gone onto the meter within 30 minutes. To do this, press A to bring up vend mode, type in the 20 digit code, then press B. The meter should say ‘accepted’, meaning the credit has transferred over.
With our PAYG Standard plan, you'll get the usual £5 emergency credit, plus a non-disconnect period between weekday evenings from 4pm to the following next morning at 10am. This is also extended over the weekends and bank holidays.