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  • Question

    My electricity key has been stolen: what should I do?

    • Answer
    • Call us on 0800 048 0303* with your meter serial number handy. We're open 24 hours a day, 7 days a week.

      How to find your meter serial number: This is the number beginning with S or F and usually under the screen next to the barcode. (If you can't find it, phone us when you're by the meter and we will help you.)


      To collect your new key from a PayPoint store outlet:

      1. We'll give you a reference number when you call us.
      2. Wait at least 1 hour then go to your local PayPoint and collect your new key.

      To have the key posted to you: 
      We can post you a new key within 3 working days.

      We can refund any credit you had on the key when it was stolen. Simply advise the agent of the amount when you are arranging the reference number with us or having the key posted out. They will then perform some checks and program the refund onto the new key. If you lost a large amount on the old key then they may ask you to send in your receipt for the purchase first.

      *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=19,CASE=1088
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