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  • Question

    I have a Pay as you go meter and have no electricity: what should I do?

    • Answer
    • First, check you have credit on your meter. If you have run out of credit, ensure you turned off your electric cooker if you have one before you top up again.

      Has your key stopped working at the PayPoint? If you've tried topping up at multiple PayPoints, you'll need a new key. Find out how to get a new electricity key.

      Is there an error message on your meter? If so, for instructions on what to do next choose the error message from the options below.

      Blank display
      If there's a red light on the meter, try inserting your key or pressing the blue button. If this doesn't fix it, call us on 0800 048 0303,* our lines are open 24 hours a day 7 days a weeks.

      Messages starting with an E, D2 or any other message not listed
      Make a note of your meter's serial number (begins with S or F and is usually under the screen next to the barcode), as shown below. Then call us on0800 048 0303*, our lines are open 24 hours a day 7 days a week.


      D1, D3, D4, D5, D6, D7, D8 and D9 messages
      Sometimes it's just a bit of dust on the key that can cause this problem. Blow the key to clear any dust or wipe with a clean cloth then try inserting it in the meter again.

      Still not working? You need a new key, see: My electricity key is faulty/damaged: what should I do?

      No error message
      If you have credit and there's no error message on your meter, follow the advice below:

      • check your trip-switches. If one is down, a faulty appliance or faulty wiring could have caused this to turn the electricity off
      • if there is no red light on your meter and the screen is blank, there may be a problem in your area. We recommend calling your local electricity distributor for assistance.

      If there is a distribution problem in your area, for safety we recommend turning all appliances off, but keep one light on so you know when the power comes back on. Find the electricity distributor for where you live by using our post code look up tool.

      Still have questions about your electricity supply? Contact us on 
      0800 048 0303 or textphone 18001 0800 072 86268,* we're open 24 hours a day, 7 days a week.

      *Calls may be recorded and/or monitored for quality assurance and compliance purposes.


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    • View Answer at https://www.britishgas.co.uk/HelpAndAdvice/LookUp/?SXI=13,CASE=715
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