Otis Singleton
Electricity disablement suspended refers to a feature on prepayment electricity meters that allows customers to maintain electricity access during specific periods, even if their credit balance reaches zero. This feature is often called friendly credit hours or non-disconnect hours and is designed to ensure access to electricity during evenings, weekends, and bank holidays when it may be challenging to top up the meter. These hours vary depending on the energy provider and the type of meter.
| Characteristics | Values |
|---|---|
| Definition | The disable supply function is being suspended in the NDC period |
| Non-Disconnect Hours | Monday to Friday, from 6 pm till 9 am the next day; Saturday from midnight until 9 am, and from 4 pm until 9 am on Monday; All day on Easter Sunday, 25 and 26 December, and 1 January |
| Friendly Credit Hours | 4 pm - 10 am Monday - Friday, all weekend and Bank Holidays |
| Emergency Credit | Becomes available when the balance drops below £2.00 |
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What You'll Learn
Non-disconnection hours
For example, OVO Energy's non-disconnection hours are:
- Monday to Friday, from 6 pm until 9 am the next day
- Saturday from midnight until 9 am, and from 4 pm until 9 am on Monday
- All day on Easter Sunday, 25 and 26 December, and 1 January
During these times, your power will stay on, protecting you from losing power when PayPoint shops may be closed.
It is important to note that non-disconnection hours are not applicable to all types of meters. Traditional electricity prepayment meters may have non-disconnection hours, but traditional gas prepayment meters do not. However, all smart Pay As You Go meters do have this feature.
If your meter has the non-disconnection function, you will still need to top up as soon as possible to avoid disconnection after the non-disconnection hours end. Additionally, your top-up will need to be large enough to cover your ongoing electricity use and any debt you may have accrued.
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Emergency credit
"Electricity disablement suspended" means that your power will stay on even if you run out of credit. This is called "non-disconnect hours". These hours vary depending on the day of the week. For example, from Monday to Friday, your power will stay on from 6 pm until 9 am the next day. On Saturdays, your power will stay on from midnight until 9 am, and from 4 pm until 9 am on Monday. On Easter Sunday, 25 and 26 December, and 1 January, your power will stay on all day.
During these "non-disconnect hours", your power will stay on even if you have not topped up your credit. This is to protect you and ensure that you don't lose power when shops are closed.
Now, let's talk about emergency credit. Emergency credit is available when your balance drops below a certain threshold, which is typically £2. To activate emergency credit, you may need to press a specific button on your meter, such as an "up arrow" or a "B" button.
It is important to note that emergency credit is not the same as "electricity disablement suspended". With emergency credit, you are still using the supplier's credit, which you will need to pay back. You will need to top up your meter again before it reaches £0.00 to prevent it from disconnecting. Make sure to check the specific instructions for your meter, as different suppliers may have slightly different processes for activating and using emergency credit.
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Friendly credit hours
"Electricity disablement suspended" means that your electricity supply will not be cut off, even if you have no credit on your meter. This is sometimes referred to as "friendly credit mode" or "friendly credit hours". During these times, your supply will stay on, and any energy used will be added to your meter as debt, which will be deducted when you next top up.
For example, with OVO Energy, your power will stay on during the following times:
- Monday to Friday, from 6 pm until 9 am the next day
- Saturday from midnight until 9 am, and from 4 pm until 9 am on Monday
- All day on Easter Sunday, 25 and 26 December, and 1 January
Octopus Energy also offers friendly credit hours, which are:
- 4 pm to 10 am during the summer and 3 pm to 9 am during the winter (when the clocks go back), Monday to Friday
- All weekend
- Bank holidays
During friendly credit hours, you can use emergency credit if your balance drops below a certain threshold (for example, £2.00). You can activate this by pressing a specific button on your meter. However, you will need to top up again before your balance reaches £0.00 to prevent your meter from disconnecting.
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Smart Pay As You Go meters
One of the key advantages of Smart Pay As You Go meters is the ability to top up in multiple ways, including through an app, online, or in PayPoint, Payzone, or Post Office stores. This provides greater flexibility and convenience compared to traditional prepayment meters. Additionally, you can receive alerts when your credit is running low, helping you stay on top of your energy usage and avoid disconnection.
Another benefit of Smart Pay As You Go meters is the availability of emergency credit. If your balance drops below a certain threshold, you can access emergency credit by pressing a specific button on your meter. This feature ensures that you won't be left without power, even if you run out of credit during non-business hours. It's important to note that you'll need to top up again before your balance reaches zero to prevent self-disconnection.
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Prepayment electricity meters
To use a prepayment electricity meter, users need to purchase electricity vouchers, tokens, coupons, cards, or recharge cards. These are then entered into the energy meter device to activate or refill the electricity supply. Users can monitor their balance and usage through their existing account, and make payments through this account or by entering a top-up code.
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Frequently asked questions
Electricity disablement suspended means that your electricity supply will not be cut off, even if you have no credit.
Electricity disablement is suspended during 'non-disconnect hours' or 'friendly credit hours'. These are typically during evenings, weekends, and bank holidays.
Non-disconnect hours are times when your electricity supply will not be cut off, even if you have no credit. These are typically during evenings, weekends, and bank holidays, or when PayPoint shops are closed.
Friendly credit hours are a feature on prepayment electricity meters that allow customers to use electricity even after running out of credit or emergency credit. These hours are usually during evenings, weekends, and bank holidays.
To activate emergency credit, press and hold the up arrow (K1) on your meter when your balance drops below £2.00.
