What if I don’t access my emergency credit, or I use it up so it runs out?

With Smart PAYG Standard it’s up to you whether or not you activate your emergency credit. If you don’t, your energy will disconnect and your IHD will switch off.

Don’t worry, you don’t have to stay off supply for long. As soon as you top up, you can switch it back on again.

If you're on a traditional meter, you'll need to top up before you run out of emergency credit to avoid going off supply. After you top up you won't stay off supply for long and you can switch it back on again.

What happens if I run out of credit during the night or at the weekend?

Smart meter customers

We know that sometimes it’s hard to get to a PayPoint, so there are certain times when your smart meter won’t cut off, even if you’ve used up all your emergency credit.

If you have a smart meter, your meter won’t cut off:

• During the night – between 6pm and 9am, Monday to Saturday.
• Saturday from 4pm through until Monday morning at 9am.
• All day Christmas Day, Boxing Day, New Year’s Day, and Easter Sunday.

Traditional Customers

If you aren't able to top up, and you've used your £15 emergency credit, you'll need to call us to make sure you don't go off supply. Our opening hours are:

• Monday to Friday 8am - 6pm
• Saturday 9am - 1pm