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Hello Existing Smart Meter Customer

Hello Existing Smart Meter Customer

Smart Meters are a new generation of gas and electricity meter designed to help you save time, energy and money.

They come with a free IHD (in home display) that shows you the amount of energy you are using in pounds and pence and in near real time. You can top-up anywhere, at a Paypoint, online or via our mobile app and the money will credit your meter instantly.

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Smart Meter

Smart Meters are a new generation of gas and electricity meter designed to help you save time, energy and money.

They come with a free IHD (in home display) that shows you the amount of energy you are using in pounds and pence and in near real time. You can top-up anywhere, at a Paypoint, online or via our mobile app and the money will credit your meter instantly.


Infographic of how smart meters work

How do Smart Meters work?

Smart Meters communicate between your home and your energy supplier using a wireless network. Your gas meter, electricity meter and IHD all communicate together allowing the IHD to show your gas and electricity balances. You can position your IHD anywhere in your home so you can easily view it whenever you want to.

The Benefits of a Smart Meter

Smart meters are a new generation of gas and electricity meter designed to help you save time, energy and money.

Emergency Credit

Access to £15 Emergency Credit via your in-home display unit.

Freedom to Top-up

Top-up online or via a mobile app; there’s no need to leave your home.

Reduce Energy Costs

See when you’re using the most energy and make changes to reduce what you use.

Free In-home Display Unit

View your balance on your free in-home display unit (pictured above).

No Standing Charges

Our smart customers will not pay anything for the days when they consume no gas or electricity.

Friendly Credit Hours

We offer friendly credit hours so you never lose electricity during evenings, weekends and bank holidays.

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

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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 Guide

Our User Guide provides all the practical information on using your Smart Meter.

To download our User Guide click here

E (Gas and Electricity) Ltd is a signatory of the Smart Metering Installation Code of Practice (SMICoP) which has been approved by Ofgem.

FAQs

You may find the answer to your question here

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Am I in control of my data?

  • The data provided by your Smart Meter is protected, you have control over it and can decide whether to send us information monthly, daily or half hourly.
  • You can choose whether we are able to share your data with other organisations and whether this information can be used for sales and marketing purposes.
  • You can change these preferences at any time by contacting our Customer Service Team.

To change your preferences or for further information, please contact our Customer Service Team on 0333 103 9575 Monday to Friday 8am – 8pm or Saturday 9am – 5pm.