Molly Ayala
If you're a Utilita customer and your electricity supply has been cut off, don't panic. There are several ways to get your electricity back on. First, check your electricity meter to see if you have any credit. If not, you'll need to top up your credit by phone, online, or at a shop. You can also generate a top-up eCard or request a new card if you've lost yours. Once you have positive credit, you can restore your electricity supply by pressing a specific sequence of buttons on your electricity meter. If you live in England or Wales, you can also contact Citizens Advice for free energy advice and support. If you live in Scotland, you can contact Advice Direct Scotland. Utilita also has an emergency line that you can call to get your supply back on quickly.
| Characteristics | Values |
|---|---|
| Steps to restore electricity supply | 1. Check your electricity meter has gone back into positive credit. |
| 2. To check your balance, push the red B button on the keypad. | |
| 3. If you do not have positive credit, top up to get your meter balance to at least £0.01 positive credit. | |
| 4. Go to your electricity meter and push A, A, B on the keypad. | |
| 5. Your supply will now be restored. | |
| Contact Utilita via phone | Lost supply? Call the Emergency Line on 03452 068 999. |
| Top-up over the phone on 03452 068 333. | |
| Pay a bill on 03300 537 657. | |
| Contact Utilita via email | Utilita suggests that contacting them by email may not be the quickest way to get your issue resolved. |
| Contact Utilita online | Utilita offers 24/7 online chat support. |
| Contact independent energy advice services | England or Wales: Contact Citizens Advice consumer service on 0808 223 1133. |
| Scotland: Contact Advice Direct Scotland on 0808 196 8660. |
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What You'll Learn
Check your electricity meter has positive credit
If your Utilita electricity supply has gone off, don't panic. Firstly, you need to check your electricity meter has positive credit. To check your balance on the main electricity meter, push the red B button on the keypad. If your In-Home Display has not updated due to a lack of network, you should go to your meter. If the display screen is dim, press any button to light it up. Press the "B" button, then the number "7". There will then be a message displayed on the screen saying, "Emergency Credit offer, Press A to accept". You should press A, and then the emergency credit will be applied to your meter.
If you are not in positive credit, you will need to top up an amount that will get your overall meter balance to at least £0.01 positive credit. You can top up at any PayPoint, online, on the phone, with SMS, or on the Utilita app. Once you have done this, you can restore your supply by going to your electricity meter and pushing A, A, B on the keypad. Your supply will now be restored.
It is important to note that all Utilita meters are regularly checked for accuracy by an independent company, and a report on the findings is issued back to Utilita. This ensures that all of the information your smart meter provides is accurate.
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Top up your meter over the phone
Utilita offers several ways to top up your meter, including via their app, SMS, at any PayPoint or Payzone outlet, or by calling their automated top-up phone line.
To top up your meter over the phone, call Utilita's automated top-up line at 0345 2068 333. You will need your 19-digit top-up number, which is located on the back of your top-up card. The minimum top-up amount is £2, and your meter balance should be above £7, with at least £5 remaining on your meter after topping up.
If you have lost your top-up card, you can request a replacement from Utilita for a £6 charge, which will be added to your meter and reclaimed through top-ups at 25% until repaid.
After topping up, you will need to enter your top-up code into your meter. The process for doing so varies depending on the type of meter you have. Utilita provides guides for different meters, including SMETS1, SMETS2, Aclara, EDMI, Elster SMETS1, E7 Kaifa, Itron smart, and Landis & Gyr smart. These guides detail the specific buttons to press and the steps to follow to enter your top-up code and confirm your entry.
In addition to topping up over the phone, Utilita offers other convenient options such as their My Utilita app, which allows you to top up your gas and electric anytime and anywhere, with amounts starting from £2. The app also provides visibility and control over your energy usage and spend, allowing you to check your energy credit, bills, and usage. You can also apply for a POWER UP through the app when you need to keep your home running but are low on credit.
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Contact Utilita's emergency line
If you have lost your electricity supply, Utilita advises that you first check your electricity meter to see if you have any credit remaining. To do this, press the red B button on your meter's keypad. If you do not have any credit, you will need to top up to restore your supply.
If you have credit on your electricity meter and are still unable to restore your supply, there may be a power cut in your area. Utilita recommends contacting your local Distribution Network Operator in such cases. You can find out who your Distributor is by clicking here.
If you need to get back on supply quickly, Utilita operates an emergency line that you can call. The number for the emergency line is 03452 068 999. This line is open daily from 8 am to 10 pm.
If you are moving home, you can call 03452 068 777, Monday to Friday, 8 am to 6 pm. For other billing and account-related queries, Utilita has a few different contact numbers, depending on the specific issue. These include a billing team number (0330 053 5669) and a general helpline (0345 207 2000).
Utilita also offers an online Live Chat feature on its website, where you can get help with any questions or concerns you may have.
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Generate your own top-up eCard
If your Utilita supply has gone off, don't panic. You can restore your supply by following these steps:
Firstly, check your electricity and/or gas meter has gone back into positive credit. To check your balance, push the red B button on the keypad of your electricity and/or gas meter. If you are not in positive credit, you will need to top up an amount that will get your overall meter(s) balance to at least £0.01 positive credit.
Once you have done this, you can restore your supply. However, if you have lost your top-up card, you can generate a free digital top-up eCard. Simply pick the type of card you need, and Utilita will email it to you. You can then print it off or show your smartphone to be scanned at any PayPoint or Payzone outlet. You can also find your top-up card on the My Utilita app.
If you would prefer a replacement card to be sent to you by post, a £6 charge will be added to your meter and reclaimed through top-ups at 25% until repaid. It will take around 8 working days to arrive.
You can also top up using the unique top-up numbers printed on the front of your cards. These can be used to top up online, via the Automated Top-Up Line, or manually typed in at a PayPoint or Payzone outlet.
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Check your In-Home Display for emergency credit
If your electricity supply has been cut off, you can access up to £15 of emergency credit. Utilita customers can check their In-Home Display to see if they have any emergency credit available. You can also download the My Utilita app from the App Store or Google Play Store to check your emergency credit balance.
If your In-Home Display has not updated due to a lack of network, you should go to your meter. If the display screen is dim, press any button to light it up. Press the "B" button, then the number "7". A message will then appear on the screen saying, "Emergency Credit offer, Press A to accept". Press "A", and the emergency credit will be applied to your meter.
If your electricity or gas meter drops to £2 credit, your handset will notify you. You can also set your own "Low Credit Alert" by clicking on the "£ amount" box and entering the amount at which you would like to be notified. The LED will shine green if you have not used much of your limit, orange if you are halfway through, and red if you have almost exceeded it.
If you receive a Low Credit Alert, you can press E-Credit on your In-Home Display to access emergency credit. Your credit will be displayed as a negative balance and will run down to -£15. If you top up while using emergency credit, remember to fully repay the credit you've used.
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Frequently asked questions
If you've lost your electricity supply, you should first check your electricity meter to see if you have any credit. If not, you'll need to top up to get your balance to at least £0.01. Once you've done this, go to your electricity meter and press A, A, B on the keypad.
To check your balance, press the red B button on your electricity meter keypad.
You can top up your electricity over the phone by calling 03452 068 333. If you've lost your card, you can generate a free top-up eCard or request a new card by post.
If you have a problem with your meter, first refer to the User Guides. If this doesn't help, contact Utilita's Contact Team so they can arrange further assistance. If you live in England or Wales, you can also contact the Citizens Advice consumer service on 0808 223 1133. If you live in Scotland, you can contact Advice Direct Scotland on 0808 196 8660.
