FAQ

The display on my prepayment gas meter is showing a fault message or the screen is blank, What do I need to do?

There’s a fault with your meter that needs investigating. Please contact us - we may need to arrange for an engineer to visit you. Contact our Prepayment Meter team, free on 0800 073 3000 from a landline or 0330 100 3000 from a mobile (lines are open Monday to Friday 8am to 8pm and Saturday 8am to 6pm).

When you call us we may ask you to give us information from your meter so, to make this easier, please have a pen and paper handy and try to make sure you can see your meter display while you’re talking to us.

If you smell gas or believe you may have a gas leak when we’re closed you should immediately contact the National Gas Emergency Service on 0800 111 999. Click here for gas safety advice .

For further information on other meter error messages please refer to the Gas Prepayment Guide Troubleshooting section.

Calling us on a 0800 number is normally free when you call from a landline but charges may vary if you use a mobile. Calling us on a 0330 number will cost you no more than 01 or 02 numbers from landlines or mobiles. If you get ‘inclusive minutes' with your package, calls on a 0330 number will be part of these.