Tutorial

SMETS2 How To - Reconnect the Meters

  • 12 March 2020
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SMETS2 How To - Reconnect the Meters
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Another improvement in SMETS2 meters is the reconnection process, it’s even more simple to get your energy back on when it’s been disconnected.

 

For electricity

 

Once you’ve topped up and your balance goes back into the positive, your meter will be remotely told to get ready to be reconnected. The screen will then say Relay Armed. Please press buttons A&B to reconnect’. Hold A + B for up to 10 seconds, and you’ll be connected again!

 

Please note: The IHD may briefly show a message saying that £1 has been added. Don’t worry, this doesn’t reflect the amount you’ve topped up, this is just something the meter needs to do to get back on supply.

 

For gas

 

After the top-up that puts you into credit, press any button to wake the meter up, and start the reconnection. The meter is then going to do its safety measures to make sure it’s safe to allow gas into the property. Once all checks have been done, you’ll be back on supply. If the screen goes off before you’re back on, press any button again to wake it up, which will speed up the process.

 

 

FAQs

 

 

Can I check the balance directly on my meter?

 

This depends on the type of meter you have. A SMETS1 (the one with a keypad) or a SMETS2 (which has 2 buttons on the electricity meter and 3 buttons on the gas).

 

If you have a SMETS1

  • Press 7 on the meter to see your credit

  • Press 5 to check your debt balance

 

If you have a SMETS2

  • You’ll always see how much credit you have on your In-Home Display (IHD) screen, and on the default screen of the meter itself.

 

Do I have a SMETS1 or SMETS2 meter? How can I tell the difference?

 

You can tell if you’ve got a SMETS1 meter, as it will have a meter keypad with numbers, and a red and blue A and B button. 

 

If you have a SMETS2 smart meter, it will just have the 2 red and blue buttons, keypad. 

 

Why isn’t my top up showing on my SMETS2 meter or IHD?

 

Smart meters can stop communicating with us for a number of reasons. If your top-up hasn't appeared on your meter, follow the instructions below to add your credit manually.. 


 

How do I top up my SMETS2 meters manually?


There are 2 ways:

 

1. Using your IHD – this is the easiest and fastest way:

  • Tap the menu icon at the bottom right of the screen

  • Press Top-Up

  • Choose the fuel you want to top up

  • Press OK

  • Enter your PayPoint code

  • Tap OK

  • The IHD will then confirm that your money has been added to your meter

 

2. Using your meter
 

For electricity:

  • Press A on your meter until you see Enter Top Up Code

  • Press and hold A to begin typing 

  • Enter your code using the A and B buttons to navigate through the digits

  • Press and hold B when complete

  • The meter will show you one of these messages: Top Up accepted or Invalid

  • Press A to continue

 

For gas:

  • Press C on your gas meter to enter the menu

  • Using and B, scroll to Prepayment and press C

  • Tap A and B until you see New Payment

  • Press to select it

  • Use A and B to enter your code

  • Tap C again

 

If you’ve lost power and your top-up takes your balance above £0, your meter will start doing safety checks. If it detects gas, the power won’t switch on. If the meter has disconnected, you should be asked to press any button following a top-up to trigger a reconnection.

 

Why did my SMETS2 meter cut out straight away without warning? Where is my emergency credit?

 

1. Activate your emergency credit using your IHD:

If your balance drops below £5, the IHD will tell you that your emergency credit is available:
 

  • Press the menu button

  • Tap E-Credit

  • Select the fuel you want emergency credit for (gas or electricity)

  • Press OK

  • The IHD will confirm your request

  • You’ll see Emergency credit in use next to the fuel you’ve added it to

 

2. Activate your emergency credit using your meter

 

For electricity:

If your balance goes below £0, your meter will say EMC available:

 

  • Press A to cancel or B to activate it

  • You should now see 2 emergency credit balances. The first is how much emergency credit you have left and the second shows how much has already been accepted

  • If you select the emergency credit, you’ll see an EC sign on the display at the bottom-right corner

 

For gas:

  • Press any button on your gas meter to wake up the screen

  • If you have any emergency credit available, you’ll see an EC logo on the screen, next to the signal bar icon

  • Press C to enter the menu and B to scroll to Prepayment

  • Tap C to enter

  • Press B to scroll down to the Emerg. Credit option, then C to enter

  • If the status says Available, press C to accept the £5 emergency credit (you should hear a beep sound and the status should change to In-Use)

  • You can check your emergency credit balance by going through the same menu options until you see Limit and Remaining


7 replies

I have credit on the gas and electric payg meters but no gas or electric rang them 2 hours waiting on the phone and he said just press A A B and normal service will be resumed and guess what it didn’t work so any ideas ?? 

Userlevel 6
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Thanks for posting, @the property man 

 

See the info in this topic for how to reconnect the meter after going off supply. This will only work if the meter has been successfully topped up. It sounds like the adviser you spoke to was confident that it had. However you can check this via your IHD. 

 

If that top up didn’t work, give our Support team another call to get that credit added ASAP: 0330 102 7517

I managed to get it back on this morning,  I didn’t have 2 hours to speak to someone again you need more staff

Hi, I'm after some help, my smart meter will not connect, I have credit, tried, aab and holding a&b. Been off for over an hour and still not call back from boost, my phone is almost dead! Don't know what to do..

Userlevel 1

Same here and l have a newly born baby in the house. Its getting cold. I am worried sick. 

Userlevel 6
Badge +2

Hi @missemmajones78 and @Emi - very sorry to hear this and very keen to help as best I can. 

 

As you can imagine this forum isn’t best placed to get a quick response involving urgent account specific issues. It sounds like you’ve done everything correctly on the meter to get it to reconnect (see the guide at the top for more info), so please call us ASAP: 0330 102 7517.

 

My main thought is that the top up you’ve made didn’t reach the meter, which I assume is an Aclara smart meter. Can you come back here to let us know what happened once this is sorted?  

Userlevel 1

Hi @Tim_Boost. Thank you for your response. Yes, l wrote here because l was panicking. However, it was sorted in the end, l managed to speak to customer service. The lady was apologetic, very understanding and willing to help. She checked my account and reset the account as payments made were not reflecting on both electricity and gas accounts. I was happy at the end, got sorted and forget the pain and anger that l had. Would give customer service 10/10 score. But call waiting score 4/10. 4 because l got a call back. Thanks

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