How Did We Do? Smart Meter Top-up

Hello Existing Smart Meter Customer

Hello Existing Smart Meter Customer

Here you will find some useful information for your smart meters including; how to top-up, our most frequently asked questions and our smart meter user guides.

If you haven’t already, please download our MySmartE app from the App store or Google Play using the buttons below.

Apple Store Google Play
Smart Meter

Here you will find some useful information for your smart meters including; how to top-up, our most frequently asked questions and our smart meter user guides.

If you haven’t already, please download our MySmartE app from the App store or Google Play using the buttons below.

Apple Store Google Play

Ways To Top Up

You can choose to top-up from home, on the go or at your nearest PayPoint outlet - It’s easy!

Top-up by SMS

If you haven't already, please register here or via our free app to use our SMS top-up service.

Once you have registered your account details (this includes your top-up card number, mobile phone number and payment cards) - you will be able to top-up by sending a text message*.

Simply text Pay followed by your top-up card number, the amount you would like to top-up and your 3-digit card security code and send it to 01212 856 322.

Example for a £10 top-up:

*The amount you have chosen to top-up by will be automatically sent to your meter and you will receive a text message receipt (please allow up to two hours for this to arrive). Text messages will be charged at your standard local network rate. You will need to send 2 separate text messages if you are topping-up your gas and electricity, one for each top-up card number. You can top-up in whole pounds only - no pence.

Top-up by Phone

The simplest way to top-up is to download our free Mobile App, however if you'd like to top-up over the phone, please call our Automated Top-up Line: 01216214030

Please have your unique top-up card number/s ready (they are 19 digits long and can be found on your top-up card/s). You will also need your payment card details.

Download The App

Apple Store Google Play

FAQs

You may find the answer to your question here

I have topped-up however the money has not credited to my meter. Can I add it manually?

Yes. You can enter the 20 digit vend code on to your IHD (in-home display) or on to the Smart Meter itself.

If you are entering the vend code directly on to your Smart Meter, please start by entering an ‘A’ at the beginning of the code and a ‘B’ at the end.

If I have a fault with my meter, what should I do?

If you have a fault with your Smart Meter, please refer to our User Guide. If you are unable to resolve the issue or the fault continues, please contact our Customer Service Team so we can arrange assistance for you.

I have topped up however I am still off supply. Can I turn the supply on manually?

Yes. You can restore your supply by pressing ‘A’ on the Smart Meter and following the prompts on the screen.

My Smart Gas Meter is showing an ‘OVERLOAD’ message on the screen and I am off supply. Can I get back on supply?

Yes. Firstly, make sure ALL appliances are turned off from the mains.
Turn the red lever (next to the Smart Gas Meter) to ‘off’.
Press ‘A’ and follow the prompts on the screen.
Turn the red lever back to ‘on’ to release gas in the meter.
You supply should now be restored.
If you experience any problems, please contact our Customer Service Team.

My IHD (in-home display) is only displaying one of my supplies, what should I do?

If E supply both your gas and electricity and only one of these are displayed on your IHD (in- home display), please contact our Customer Service Team so we can resolve the issue for you.

Why is my IHD (in-home display) blank?

Wireless devices, such as the IHD (in-home display), can sometimes experience poor signal strength or completely lose signal. You should try powering down the IHD (in-home display) by pressing and holding the on/off button and moving the device closer to your Smart Electricity Meter. Once there, turn the IHD (in-home display) back on and this should restore the connection issue. It will take approximately 30 minutes for the data to be refreshed. If this does not resolve the issue, please contact our Customer Service Team.

My IHD (in-home display) is showing I have used considerably more electricity today compared to previous days, is this correct?

Your IHD (in-home display) provides you with near real-time updates on your energy consumption. This can vary from day to day and could be due to a number of factors, such as; more people in the property, using the washing machine more or being home for more of the day. If you are concerned over your consumption levels, please contact our Customer Service Team.

I have just had my Smart Meters installed and have not been left instructions on how to use the IHD (in-home display).

You will find our User Guide on our ‘Existing Smart Meter Customer’ page.

Will I be charged if you need to fix a fault with my Smart Meters?

No. You will not be charged for fixing a fault with your Smart Meters.

Can I check my emergency credit or credit balance without an IHD (in-home display) at the meter?

Yes. You can check your balance by pressing ‘B’ on your Smart Meter. You can activate emergency credit by pressing ‘7’ on your Smart Meter.

Where does my IHD (in-home display) need to be positioned in my home?

You can position your IHD (in-home display) anywhere in your home however, as it runs from a HAN (Home Area Network), you should try to position it as close to your Smart Meters as possible.

Is my Smart Meter data secure?

We take the security of our customers’ data very seriously and your information will only be accessed by those who need to see it to enable to them to assist you with an enquiry you may have.

What happens to my data?

  • All of your personal details are stored within your account with us.
  • Your Smart Meters will send us information such as the amount of energy used within your property. We can receive this information as frequently as every half an hour.
  • Every day, at midnight, your meter will send us up-to date meter readings with your usage levels and current balances.

Receiving this information will allow us to provide you with accurate information should you have any questions regarding your energy usage and also offer you relevant energy saving advice. By using this data we are able to forecast your future energy usage which means we can buy our energy more efficiently and in turn, keep our prices lower.

How do I get a replacement IHD?

The easiest way to view your meter balance and consumption, even when on the go is via our free mobile app, MySmartE. You can download the MySmartE app from the App Store or Google Play today using the links below:


Apple Store Google Play


If you would still prefer an IHD, please call our Customer Service Team or complete the contact form which you will find here.

If I decide to switch away from E in the future, will I be charged by another supplier to remove your Smart Meters?

Our Smart Meters meet the specification set by the government so should you choose to switch to an alternative supplier, there should be no need for them to change your meters.

If for any reason, they do need to change your meters to maintain your supply, they will not be able to charge you for this.

What can I use my Smart Meters for?

Your Smart Meters can be used to find a wide range of information such as; usage levels, tariffs and top ups. Please see our User Guide for further information.

Your Data

Your Smart Meters will safely store data about the energy you have used however, they will not hold any personal information about you. Using your in-home display unit, you will be able to view your energy usage and with your permission, information such as meter readings and credit balances will be shared with us. Your Network Operator will have access to this data, in an anonymous form, to enable them to better understand energy usage and allow them to plan for your energy needs.

Smart Meter User Guides

Our user guides provide all the practical information on using your smart meter.

To download our SMETS 1 User Guide click here

For alternative languages, please click the relevant option: Welsh,Arabic,Polish,Urdu.

To download our SMETS 2 User Guide click here

E (Gas and Electricity) Ltd is a signatory of the Smart Meter Installation Code of Practice (SMICoP) whose main objectives are to ensure that as a customer, you receive a high standard of service throughout the installation process and as a result, know how to use and benefit from the smart metering equipment to help improve the energy efficiency within your home.

For information on our 2023 end of year performance click here

2023 Electricity Target 2023 End of Year Electricity Performance 2023 Gas Target 2023 End of Year Gas Performance
Prepayment 8,356 14,746 7,148 13,649
Domestic 8,356 14,746 7,148 13,649
Non-Domestic 0 0 0 0
Credit 0 0 0 0

For information on our 2024 smart meter installation targets click here

Planned Target Installations 2024 Electricity Gas Total
Planned Annual Installation Target 2,346 1,863 4,209
Credit - Planned Annual Target Delivery 0 0 0
Prepayment - Planned Annual Target Delivery 2,346 1,863 4,209
Domestic - Planned Annual Target Delivery 2,346 1,863 4,209
Non-Domestic - Planned Annual Target Delivery 0 0 0

For information on our 2023 end of year performance click here

2023 Electricity Target 2023 End of Year Electricity Performance 2023 Gas Target 2023 End of Year Gas Performance
Prepayment 8,356 14,746 7,148 13,649
Domestic 8,356 14,746 7,148 13,649
Non-Domestic 0 0 0 0
Credit 0 0 0 0

For information on our 2024 smart meter installation targets click here

Planned Target Installations 2024 Electricity Gas Total
Planned Annual Installation Target 2,346 1,863 4,209
Credit - Planned Annual Target Delivery 0 0 0
Prepayment - Planned Annual Target Delivery 2,346 1,863 4,209
Domestic - Planned Annual Target Delivery 2,346 1,863 4,209
Non-Domestic - Planned Annual Target Delivery 0 0 0