Download View Dual Fuel User Guide

Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
What is Smart Energy?
Your Meters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
In-home Display. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-5
Account Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-7
How does my in-home display work?
How do I view my balance?
Main Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-15
How do I view my previous usage?
Message notifications
View tarriff
Manual top-ups
Can I use my meter to budget for my energy use?
Topping-up. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16-19
At the shop, online and via text message
Emergency & Friendly Credit. . . . . . . . . . . . . . . . . . . . . . 20-23
Electricity Meter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24-26
Gas Meter. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27-28
Loss of Supply . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29-30
I've lost power and need to top-up, what do I do?
Saving Energy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Other. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Moving home
I've lost my top-up card
Generating a top-up e-card
Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33-37
Why have I lost power, what do I do?
Why is my top-up not crediting my meter?
What if my top-up doesn't go on? – manual top-ups
Reasons for rejected top-ups
Contact Us . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Intro
Contents
1
What is Smart Energy?
'Smart Energy' is Utilita's smart meter prepayment package. This service enables you to fully benefit from
all of its features, such as 'Emergency' and 'Friendly Credit', easy and convenient remote top-ups, and our
competitive prepayment Smart Energy tariff.
Designed with you in mind, your in-home display will enable you to view how much gas and electricity you are
using and when, giving a clear picture of how you are using your energy. The in-home display enables you to
monitor your energy usage; your meter installer will have found a suitable working position for it. You should
keep the in-home display where it is installed and leave it plugged in at all times.
Intro
2
The In-home Display
The Gas and Electricity Meters
The in-home display communicates with the gas
and electricity meter to tell you exactly what's
going on. It will usually be placed somewhere
with strong signal by the installer.
Your meters record how much energy you are using. They can be found in a
number of locations but are usually in a cupboard or hallway (or outside!). It is
a good idea to familiarise yourself with the location of your meters in case you
need to access the keypads during a loss of power.
Account Info
Dual Fuel
Balance: ~25.00
Days Left: 15.5
Balance: ~15.00
Days Left: 12.5
Electricity
this is the
in-home
display
P
A/C
15:38
Me
essage HHistory
istoory
Message
Dual
Account
Account
26.11.14
Usage Now
Electricity
Electr
ricity
Gas
P
kWh
Hour
Your Meters
Your Smart Meter System
Gas
Ta
ariff
Tariff
Account Settings
Payment
Usage Now
Dual Fuel
2.75kWh
1kWh
2.50 ----------------kWh
SOUTH Smart
Today Y'day
P
1.45
kW
~0.00
kWh
~/h
Compare
~0.00 Day
P
Account
Account
3
The In-home Display
Account Info
Usage Now
Account InfoDate
Amount
---------------------Your in-home display has a touch screen and gives you
to the status of your electricity and gas meter
Dualquick
Fuel access
22.09.12 ~10.00
Balance:
balance. It should be plugged into the
mains ~25.00
at all times.
14.09.12 ~15.00
Updt On: 29.09.12 10:59
05.09.12 ~30.00
23.08.12 ~15.00
~10.00
Days
Left:
2.5 Dual Fuel Balance:
Balance:
~25.00
Time
A/C
Tariff – view your tariff and rates
DaysHistory
Left: 12.5
P
1.45 kW Gas
Electricity
In-home Display
P
A/C
Tod
kWh
Signal
15:38
26.11.14
Usage Now
On/Off button
Electricity – view
your balance
and days left
Electricity
Electr
ricity
Dual
Gas
Message
inbox
History – view
and compare
your usage
Ta
ariff
Tariff
i
Info
Usage Now
--TargetDual Fuel
Message Sound
History On
Tariffff
CO2Kg
Message notification kWh
Da
Settings – here you can
adjust different aspects
Menu
of your handset
Me
Account – enter a manual
top-up, view previous
top-ups and activate
Electricity
Emergency Credit
Backlight 1Min
Mon
Hou
Gas – view balance &
~/hleft
days
Account
2.75kWh
1kWh
Payment
NetworkSettings
2.50 ----------------kWh
We
Date
Payment Settings
Settings
Comp
Account
Account
kWh
Mes
ssage HHistory
istoory
Message
4
balance
P Days Left: 15.5
P
1kW
2.50 ----kWh
The In-home Display
26.11.14
Usage Now
Electricity
Electr
ricity
Dual
Gas
Account
Info
Usage Now
Dual Fuel
15:38
Balance:Electr
~25.00
Electricity
ricity
Dual
Updt On: 15.07.14 09:07
Me
essage HHistory
istoory
Message
Ta
ariff
Tariff
Payment Settings
HHistory
istoory
Balance:
Gas ~15.00
Updt On: 15.07.14 09:07
Days Left: 12.5
Days Left: 15.5
Pessage
Me
Message
26.11.14
A/C
Ta
ariff
Tariff
Payment SettingsP
60
If the in-home display is running on batteries, it will 'power
down' after 60 seconds to preserve power. To get the
screen back on you will need to switch it back on. We
recommend you always keep the in-home display plugged
into the mains. The backlight uses so little energy, it would
cost less than 20p a year if left on all the time!
The in-home display will display the above screen by default,
showing the status of your account – we call this the 'Default
Screen'. This screen will show you what your balance is, how
many days it will last and the status of your account. Please see
page 6 for a more detailed overview of this screen.
In-home Display
15:38
Batteries – In the event of loss of power, the in-home display
can take two AAA batteries. It is advised you do not leave
batteries in the in-home display all the time as they will slowly
drain, instead keep them to hand should you experience loss of
power.
5
Your Usage Overview
When on the 'Default Screen', the LED light will only relate
to your credit balances:
Green = plenty of credit
Orange = credit is half used
Red = low credit
You can set your 'Low Credit Alert' of choice via the
'Settings Screen', see page 15.
This is the 'Default Screen' which will always
show after 60 seconds or after power down.
Account Status
6
This shows how much credit you
currently have on your meter.
Account
Info
Usage Now
Dual Fuel
15:38
This shows the last time the
handset communicated with
your meters.
Balance:
~25.00
Electricity
Electr
ricity
Dual
Updt On: 15.07.14 09:07
Days Left: 15.5
Pessage
Me
Message
This is approximately how many days
your supply will last. It is based on your
current rate of usage; if you increase or
decrease your rate of usage, this figure
will change to show how long your
balance will last.
Note: when your meters are first
installed, this feature will take about a
week to calculate correctly.
HHistory
istoory
26.11.14
Press here to scroll between,
Dual Fuel, Electricity only
and Gas only screens. These
alternative screens will
include a summary of your
previous top-ups.
Account Info Account Info
Dual Fuel
Dual Fuel
Balance:
Gas ~15.00
Updt On: 15.07.14 09:07
Days Left: 12.5
A/C
Ta
ariff Payment SettingsP
Tariff
Balance: ~25.00
Balance: ~25.00
Balance: ~15.00
Balance: ~15.00
Days Left: 15.5
Days Left: 15.5
Days Left: 12.5
Days Left: 12.5
Electricity
P
P = Prepayment Mode
E = Emergency Credit Mode
F = Friendly Credit Mode
C = Credit Mode
P
A/C
Gas
A/C
P
This button shows which screen you are currently
on. Press this button to flick through different
screens; it will scroll through: '£ per hour', 'kWh'
and 'Co2Kg'. Pressing the button again will return
to this screen, see the next page for details.
P
Balance:
Balance:~25.00
~25.00
Electricity
Electr
ri10:59
city
Updt
UpdtOn:On:29.09.12
29.09.12
10:59 Dual
1kWh
1kWh
kWh
Hour
----------------2.50
2.50 ----------------kWh
kWh
Energy Saving Challenge! – Check your usage dials
Date
Amount
Date Usage
Amount
Now
------------------------------------------22.09.12
22.09.12~10.00
~10.00
14.09.12
~15.00Now
14.09.12
Gas ~15.00
~30.00
05.09.12
~30.00
05.09.12Usage
23.08.12
~10.00
23.08.12~10.00
2.75kWh
1kWh
frequently and see if you can stay in the green, if you drop
----------------Today
2.50 Electricity2.75kWh
Today Y'day
Y'day
into orange or red try turning off some lights and appliances
kWh
1kWh
A/C
History
PMe
P
A/CInfo
History
P
Compare
Day
1.45
kW
P
Account
kWh
Compare
Day
1.45
kW
Usage
Now
kWh
es15:38
sage HHistory
istoory Usage
Ta
arifNow
f Payment Settings
Message
Tariff
Account on standby, and see if you can get back into green!
26.11.142.50 ----------------kWh
Gas
2.75kWh
1kWh
Today Y'day kWh
Date
Amount
----------------kWh
---------------------2.50Week
Week
22.09.12 ~10.00
P Dual1.45 kW
Day
Balance: ~25.00
kWh
kWh Compare
~15.00
14.09.12
Today Y'day
Electricity
Electr
ricity
Gas
Updt On: 29.09.12
10:59
05.09.12 ~30.00
CO2Kg Usage Now
P 1.45 kW
23.08.12 ~10.00
Days Left: 2.5
kWh Compare Day CO2Kg
Month
Month
15:38
kWh
A/CInfo
Account
Pessage
Me
Message
kWh
CO,Kg
Balance: ~25.00
Electricity
Electr
ric10:59
ity CO2Kg
Dual
Updt On: 29.09.12
Days Left: 2.5
~/h
Date
Amount
---------------------2.50
22.09.12
Account
Account ~10.00
Gas
~15.00 kWh
14.09.12
05.09.12 ~30.00
23.08.12 ~10.00
~/h
Account
A/C Info
History
Pessage HHistory
Account
Info
Me
Ta
ariffNow
Message
Tariff
Payment
Settings
15:38 istooryPUsage
26.11.14
Menu
Settings
1.45 kW
Settings
kWh
Usage Now
26.11.14
Today Y'day
You will need to programme all the
usage rate dials in 'Targets' via the
2.50
'Settings' screen, see page 15. Green
Electricity
ricity Dual kWhGas
Week 2.75kWhElectr
2.75kWh means your rate of usage is under
SOUTH Smart
1kWh
1kWh
----------------kWh
Menu
your set daily target, and red means
----------------- Menu
Week
2.50 Menu
Menu
Today
kWhY'day
you are using your supply above
Account
Pessage1.45
Compare
Day P
kW
Month Me
Account
~0.00
kWh
~0.00Settings
HHistory
isto
ory Ta
a~ri/h
ff Payment
Message
Tariff
your set daily target.
CO2Kg
Month
Important! if you think your rate
Today Y'day of usage is always high you may
Today
Usage
NowCompare Day
Day Y'day ~/h
1.45 kW Usage
kWh
Now
have set your targets incorrectly.
Electricity
P
History Now
istoory Usage
Ta
ariffNowPayment Usage
Tariff
Settings
15:38 HHistory
26.11.14
Dual Fuel
Compare Day
1.45 kW
kWh
Usage
Now 2.75kWh
~/h
1kWh
~/h
Day
Day
-----------------
P
Electricity
Compare Day
Day
2.75kWh
2.75kWh
Settings
ii
Info
Info Menu
1kWh
Date Amount
Amount
1kWh
Date
-----------------------------------------------------Menu
2.50Week
~/h
LOW
CREDIT
ALERT
---------------------2.50
2.75kWh
22.09.12 ~10.00
~10.00
2.75kWh
1Min
Target
1kWh kWh
Balance:
~25.00 - - - - Backlight
kWh Menu
Backlight
1Min
Target
22.09.12
Balance:
~25.00
Account
1kWh
----------------Set your low credit alert
~15.00
14.09.12
2.50
----------------~15.00
14.09.12
kWh
Electricity
Electr
ricity
Gas
you
UpdtOn:On:29.09.12
29.09.12
10:59Dual
2.50 can view and compare the rate at which you are spending your
~30.00 By continuing to push this buttonkWh
05.09.12
Updt
10:59
~30.00
05.09.12
Network
Sound
Network
remaining
kWhand finally the rate at which you are using~3.00
Sound
23.08.12
DaysLeft:
Left:
2.5 OnOn
~10.00 money on gas and/or
electricity (£/h)
CO2 (CO2Kg).
The
CO2Kg
Days
2.5
~10.00
23.08.12
~5.00
Month
Today
Y'day
'Settings'
~5.00
Today
remaining
Y'day screen.
LEDs
Conrast
LEDs OnOn
Conrast Min
Min usage dials must be programmed in 'Targets' via the
Today
Y'day
A/C
History
CO,Kg
OK
CompareDay
Day
1.45 kW kWh
Today
Y'day
kWh
PP 'Usage'
A/C
History
PePssage HHistory
Compare
screens,
theHistory
LEDDay
light
will only relate to your rate ofOKusage:
~/h1.45 kW
Me
isto
ory Ta
Message
Tariff
Settings Note: when Pon these
Credit
Erase
Compare
! aSettings
CreditAlert
Alert
Erase
!riff Payment
Compare
Day Day
1.45
kW
~0.00
~/h Electricity
kWh
Electricity
Usage Now
kWh
MenuElectricity
Info
i
~/h
Target
---
Backlight
Account
Account
InfoNetwork
On Info
Sound Account
Green = low rate of usage
Orange = medium rate of usage
kWh
kWh
Week
Red = high rate of Menu
usage
Menu
1MinYou can set your usage rate 'Targets' of choice viaWeek
the 'Settings' screen, see page 15.
Tariff
Tariff
Menu
LEDs
On
Conrast
Date
Account Status
Days
DaysLeft:
Left:2.52.5
Min
Amount
CO2Kg
CO2Kg
Menu
Menu
Month
Month
Smart
SmartEnergy
Energy- NORWEB
- NORWEB
7
CO,Kg
Main Menu
~/h
Account Info
Dual Fuel
If you need to change anything on the in-home display,
you can always return to the Main Menu by pressing the
'Menu' button in the top left-hand corner of most screens.
Account
Menu
Balance: ~25.00
Days Left: 15.5
Balance: ~15.00
Days Left: 12.5
Electricity
Main Menu
P
15:38
A/C
P
Usage Now
26.11.14
Account
Account
kWh
Electricity
Electr
ricity
Mes
ssage HHistory
istoory
Message
8
Gas
Dual
Ta
ariff
Tariff
Gas
Account
Payment
Settings
Usage Now
Dual Fuel
2.75kWh
Message History
Tariffff 1kWh
Payment Settings
-----------------
H
Your Messages
15:38
26.11.14
Usage Now
Electricity
Electr
ricity
Me
essage HHistory
istoory
Message
Dual
Ta
ariff
Tariff
Gas
Payment Settings
The Message feature is on your handset so we can send you
updates and notifications. Any price change or alteration to
your tariff or meter will be sent to your inbox and the message
will flash up for you to acknowledge.
15:38
26.11.14
Usage Now
Electricity
Electr
ricity
Me
essage HHistory
istoory
Message
Dual
Ta
ariff
Tariff
Gas
Main Menu
To view your messages press the 'Message' button on your inhome display via the Main Menu. It will list your read and unread
messages on the screen below.
Payment Settings
Important notifications will pop-up as shown above. In order
to close important messages you need to press 'OK' to
acknowledge that you have read it. Less important notifications
will also pop-up, but will disappear if ignored and show as an
unread envelope icon in the top right-hand corner.
9
Your History
Clicking on the 'History' button, via the Payment page, will display a range
of graphs showing you how much gas and/or electricity you are using and
when, over the last hour, day, week or month. Click on the 'kWh' or 'Hour'
buttons to scroll through the different combinations of information.
Main Menu
Press the buttons here to switch between
different combinations of information.
15:38
Click the 'Electricity'
button to flick
between Electricity
history and gas
history screens.
26.11.14
Usage Now
kWh
250
Wh
250
Wh
Total: 250 Wh
Electricity
Electr
ricity
Total: 250 Wh
Month
kWh
Week
Cuml: 1.10 kWh
Dual
Gas
J J AHHistory
SoryO N Ta
DariJff F Payment
M A M JSettings
J
Me
essage
isto
Message
Tariff
Cuml: 1.10 kWh
kWh
Day
J J A S O N DCuml:
J F M A1.10
M J JkWh
250 Total: 250 Wh
Wh To set usage targets, go to 'Targets' via the 'Settings' screen
kWh
and select 'kWh', '£ per hour' or 'CO2'. See pageWh
15 for details.
250 Total: 250 Wh
10
Hour
Month
Cuml: 1.10 kWh
J J 250
A Wh
S O N D J F M A MCuml:JkWh1.10
J Month
Total:
kWh
250
Wh
P
Account
Account
Your Tariff
kWh
Hour
To view your tariff name and rates, press the 'Tariff' button on the 'Main Menu' screen. Then
press the 'Electricity' button and the Gas tariff screen will be displayed. Press the Gas button
again and you will return to the Electricity tariff screen.
15:38
2.75kWh
kWh
---------------
26.11.14
Usage Now
15:38
Usage Now
26.11.14
Gas
Smart Energy SOUTH
XX.XXXp
for
first XkWh
Electricity
Electr
ricity
Dual
Gas
Smart Energy SOUTH
XX.XXXp
XkWh Gas
Electricity
Electr
rfor
icityfirstDual
XX.XXXp thereafter
XX.XXXp thereafter
Main Menu
Account
Today Y'day
mpare
~0.00 Day
2.75kWh
Wh 2.75kWh
Wh
----------------------
ay Y'day
day
Y'day
P
Me
essage HHistory
istoory
Message
Ta
ariff
Tariff
Account
Account Settings
Payment
Me
essage HHistory
istoory
Message
Ta
ariff
Tariff
Account
Account Settings
Payment
Settings
LOW CREDIT ALERT
~/h
Set your low credit alert
~3.00
remaining
~5.00
~5.00
OK
remaining
11
i
---
Info
Target
Sound
Your Payment
LEDs
On
On
Backlight 1Min
Network
Conrast
Min
Account Info
Credit
Alert
!
Dual Fuel Erase
Manual top-ups – If you top-up
online, at a PayPoint outlet or via SMS,
and the money does not credit your meter
Balance:
Balance: ~15.00
automatically, you will need
to do~25.00
a manual
15.5
top-up by entering the Days
20, 40Left:
or 60Account
digit Info
Days Left: 12.5
'vend' code here – this code will be on your
receipt. It is important to keep your receipts
A/CDate Amount P
P
in the event your top-up is not successful.
!
Main Menu
Balance:
~25.00
SUPPLY
OFF
Emergency
Credit
Days
Left:
~0.00 2.5
Minimum top-up ~0.00
Restore
---------------------22.09.12 ~10.00
14.09.12 ~15.00
05.09.12 ~30.00
23.08.12 ~10.00
History
15:38
Electricity
Electr
ricity
Dual
Tariff
Electricity
Gas
Gas
Menu
Account
Account Settings
Me
essage HHistory
istooSmart
ry Energy
Ta
ariff - NORWEB
Message
Tariff
Payment
~20.05 for first 10 kWh
~0.10
- - - - - -thereafter
- - - - - - - - - - - - - - - - - - - - - - 17:00
~0.05 for first 15kWh
~0.10
- - - - - -thereafter
- - - - - - - - - - - - - - - - - -kWh
- - - - 18:00 Hour
~0.15 for the first 10kWh
15:38
Debt Debt
Payments
26.11.14
Usage Now
26.11.14
Usage Now
100551XXXXXXXXXXXXXX
Account
Debt Type: Payment Based
Debt Type: Payment Based
Outstanding owed: £54.00
Repayment Rate: 40% per top-up
Outstanding Owed: ~54.00
Repayment Rate: 40% per top-up
Type in your vend
code. Press
‘delete’
Electricity
ricity
to correct.Electr
Press
‘Enter’ to send.
Dual
Gas
E-Credit
Me
essage HHistory
istoory
Message
12
Ta
ariff
Tariff
Usage Now
You will find your vend code on any receipt, whether
Dual Fuel
you receive it on paper, via text message or email.
It
2.75kWh
1kWh
may be anything between 20-60 digits long.
----------------2.50
kWh
SOUTH Smart
Today Y'day
Payment Settings
Type in your vend
code. Press ‘delete’
to correct. Press
‘Enter’ to send.
nt
sedBased
00
per top-up
E-Credit
E-Credit
Warning
Usage
Now
15:38
!
Warning
26.11.14
Date
!
Amount
OK
Me
essage HHistory
istoory
Message
Ta
ariff
Tariff
PaymentE-Credit
Settings
If you have ignored notifications that your credit is low or if you wish
Warning
to activate Emergency Credit early;
press the 'E-Credit' button on the
Payment screen. The above screen will appear asking for you to accept
£10 of Emergency Credit. Press the 'E-Credit'
to activate it, or 'OK'
! DatebuttonAmount
to go back.
----------------------
Date
Amount
---------------------ELECTRICITY CREDIT
~0.00 ~10.00
22.09.12
14.09.12
~15.00
Press 'OK' to ignore
or
05.09.12 ~30.00
23.08.12
~10.00
'E-Credit' to use Emergency
Credit
---------------------LOW CREDIT 50p
22.09.12 ~10.00
Electricity
Electr
rPress
icity 'OK'
Dualto ignore
Gas
14.09.12
or ~15.00
05.09.12 ~30.00
23.08.12
~10.00
'E-Credit' to use Emergency
Credit
OK
E-Credit
Warning
!
Date
Amount
----------------------
22.09.12 ~10.00
Transaction Failed
14.09.12 ~15.00
Code has already been
used ~30.00
05.09.12
22.09.12 ~10.00
Transaction Failed
14.09.12 ~15.00
Code has been entered05.09.12
incorrectly
~30.00
23.08.12 ~10.00
23.08.12 ~10.00
Note: by pressing this button you are allowing permission for your meter
to enter Emergency Credit when/ifTry
your
meter runs out of Credit. To check
Again
whether Emergency Credit has been activated check your default screen
via the 'Main Menu' – then select 'Electricity' or 'Gas' and there will be an
'E' in the left-hand corner of the screen, see page 23.
Account Info
Main Menu
d: ~54.00
40% per top-up
Try Again
13
Today Y'day
P
A/C
P
History
Your Settings
The 'Settings' button will enable you to make simple
changes to the in-home display settings and includes
budgeting features.
Main Menu
Info – here you can view
the meter serial number
and MPAN/MPRN.
Targets – see page 15
Settings
Usage
Now
26.11.14
i
Info
Backlight 1Min
Target - - -
Press to switch on/off
Electr
Electricity
ricity OnDual
Sound
Press to switch on/off
Credit Alert – see page 15
Network
Gas
On
LEDs
!
Credit Alert
Mes
ssage HHistory
istoory
Message
Ta
ariff
Tariff
Conrast
kWh
Compare Day
kWh
Week
CO2Kg
Month
~/h – press to select whether
Day
Backlight
you want the display lit up all the time
or if you prefer it to switch off after 1
Menu
minute. The light comes back Menu
on if you
tap the screen. (The light uses such little
energy to run, it would cost you less
than 20p a year if it was on all the time!)
Account
15:38
1.45 kW
Electricity
Network – access denied
Min
Erase
Payment Settings
Contrast – Press to lighten or darken screen
Erase – access denied
Tariff
Account Info
Menu
!
14
Balance:
~25.00
SUPPLY
OFF Tariffff
Message
History
Emergency
Days
Left:Credit
2.5
~0.00
Minimum top-up ~0.00
Restore
Electricity
Date
Amount
---------------------22.09.12 ~10.00
Payment
14.09.12 Settings
~15.00
05.09.12 ~30.00
23.08.12 ~10.00
History
Dual
Gas
Smart Energy - NORWEB
~20.05 for first 10 kWh
~0.10
- - - - - -thereafter
- - - - - - - - - - - - - - - - - - - - - - 17:00
~0.05 for first 15kWh
~0.10
thereafter
- - - - - - - - - - - - - - - - - - - - - - - - - - - - 18:00
~0.15 for the first 10kWh
SOUTH Smart
Settings
oday Y'day
mpare
~0.00 Day
2.75kWh
h 2.75kWh
h--------------------
y Y'day
ay
Y'day
are
Day
story
are
Day
Electricity
P
Targets
Target
---
Sound
On
SOUTH Smart
Today Y'day
Account
Pi 1.45
kW
~0.00
AccountkWh
~/h Compare
~0.00 Day
Note: when
Backlight
1Minyou press 'OK'
Target - - on the Targets screen you
Network
will be asked to 'Confirm' or
Sound On
'Edit' your changes to save.
On
LEDs
Conrast Min
Info
Credit Alert Settings
Erase
!
Usage26.11.14
Now
15:38
Usage Now
~/h
LOW Targets
CREDIT ALERT Electricity
2.75kWh
1kWh 2.75kWh
Please set your daily targets
Set your low credit alert
~3.00
remaining
Electricity
Electr
ricity Account
Dual Info
Gas
1kWh
----------------2.50
2.50 ----------------kWh
kWh
~5.00
~5.00
!
OK
remaining
Date
Amount
----------------------
Today
Today Y'day
Y'day
OK
Day
22.09.12Settings
~10.00
History
Balance:
Compare
Day
kW
~0.00
~/h Compare
Me
essage
HHistory
isto~25.00
oryOFFP Ta
ariff1.45
Message
Tariff
Payment
SUPPLY
14.09.12 kWh
~15.00
Emergency
Credit
~30.00
05.09.12
Days
Left:
2.5
~0.00
Minimum top-up ~0.00
Restore
23.08.12 ~10.00
History
(£) Set a cost target – ensure the top right-hand button is
showing a '£' sign, press itDebt
until
it shows. Then press the amount
Payments
Debt
button and enter the limit you want to spend in a day, then press
'OK'. If you get close to exceeding this amount during the course
Debt
Type:
Payment
Basedto let you know.
Debt
Type:
Payment
Based
of one day, an
alarm
will
sound
Outstanding owed: £54.00
Rate:Owed:
40%–per
top-up
~54.00
Outstanding
(kWh) Set anRepayment
eco target
ensure
the top right-hand button is
top-up
Repayment
40%itper
showing a 'kWh'
sign,Rate:
press
until
it shows. Then set your target
as above.
(CO2Kg) Set an eco target – ensure the top right-hand button
is showing a 'CO2Kg' sign, press it until it shows. Then set your
target as above.
P
OnAccount
AccountConrast
LEDs
Credit Alert
Credit Alert
15:38
Settings
Usage
Now
Backlight 1Min
Network
!
Min
Erase
Account Info
LOW CREDIT ALERT
PleaseSetsetyour
your
credit
! lowlow
credit
alertalert
26.11.14
Menu
~/h
Date
Amount
---------------------22.09.12
~10.00
Balance:
~25.00
OFF
Tariff SUPPLY
14.09.12 ~15.00
~3.00
remaining
Electricity
Electr
riDays
city
Dual Credit
Gas
Emergency
~30.00
05.09.12
Left:
2.5
~5.00
~0.00
Menu
Minimum~5.00
top-up ~0.00remaining 23.08.12 ~10.00
Smart Energy - NORWEB
Restore
OK
History
OK
~20.05 Me
for
first
10
kWh
essage HHistory
istoory Ta
ariff Payment Settings
Message
Tariff
~0.10
- - - - - -thereafter
- - - - - - - - - - - - - - - - - - - - - - 17:00
~0.05 for first 15kWh
Debt Debt
Payments
~0.10
thereafter
- - - - - - - - - - - - - - - - - - - - - - - - - - - - 18:00
~0.15 for the first 10kWh
Main Menu
2.50
kWh
Type in
code. P
to corr
‘Enter’
Debt Type: Payment Based
Debt Type: Payment Based
Outstanding owed: £54.00
Repayment Rate: 40% per top-up
When your gas or electricity
meter
drops
to £2 credit, your
~54.00
Outstanding
Owed:
% per top-upyou can set your
Repayment
Rate: 40However
in-home display will sound
an alarm.
own 'Low Credit Alert' here, by clicking on the '£ amount' box
Type inand
your vend the amount at which you would like to be notified.
code. Pressentering
‘delete’
The LED
to correct.
Presswill be green if you have not used much of your limit,
‘Enter’orange
to send.if you are half way through and red if you have almost
spent your limit.
E-Credit
Note: it is advised you do not set your 'Low Credit Alert' lower
than £1.00 as this may not leave enough time to top-up.
E-Cre
15
Topping-Up
Along with your meters you will also be issued with your own Smart Energy gas and electricity top-up cards, enabling
you to top-up your meters as and when you need. Please keep these cards away from heat and strong magnetic fields
as this may stop them from working. If you move house in the future you will need to leave your cards at the property
(see page 32). Our smart meter engineer will ensure your meter is installed with positive credit, however you should
top-up very soon before that credit runs out. Below are all the ways you can keep your meter topped-up:
Topping-up
1.
2.
3.
4.
5.
At any PayPoint outlet (see page 17)
Online at: www.utilita.co.uk/top-up
Via text message (see page 19)
Automated Top-Up Line: 03452 068 333
Monthly pre-pay direct debit plan: 03303 337 442
How much can I top-up?
16
Top-up online,
via mobile or at any
PayPoint outlet!
Minimum top-up
per meter
Maximum top-up
per meter
At a PayPoint outlet
£2
£45
Online
£10
£175
By text message (SMS)
£10
£175
9 8 2 6 0 0 3 8 0 11 8 7 4 4 9 0 3 8
By phone on: 03452 068 333
£10
£50
This card can only be used to buy electricity for your present address
Electricity
1. Take your gas and/or electricity top-up card to any PayPoint outlet.
2. The retailer will process your payment and your top-up will be sent to
your meters automatically.
3. You will be issued a receipt with a unique 20, 40 or 60 digit vend code
for each top-up. Use this vend code to manually enter the payment if
the automatic top-up should fail.
4. Your supply should be credited automatically, however it can take up
to 45 minutes to show on the in-home display.
5. Your gas and/or electricity should now be topped-up, you can check
this has been successful via the in-home display (see page 6).
Topping-up
Top-Up at the Shop
Note: If your top-up card does not swipe at a PayPoint,
you can request the retailer do it manually for you.
17
Top-up Online
Topping up online is easy-peasy!
Topping-up
18
1.
2.
3.
4.
5.
6.
Go to: www.utilita.co.uk/top-up
Select the supply you wish to top-up
Click on the top-up card that looks like yours
Enter the amount you wish to top-up
Enter your payment card details
Your payment will then be sent automatically to your meter and a
receipt will be sent to you via email or text message, however you
prefer
To check that your money has been credited to your gas and/or
electricity meter, check your in-home display default screen, or press
the ‘Electricity’ or ‘Gas’ button on the ‘Main Menu’ screen.
Top-up via Text Message
First you need to make one online payment (see page 18). When you get to the payment page, make sure you
tick the 'SMS' box, then enter your mobile phone number in order to register your details.
Once you have registered your details:
text* UPAY followed by your top-up card number then the top-up amount to: 88010
Example for £30:
Topping-up
N.B. please ensure you do NOT include a '£' sign. Ensure there is one space between each section of
information.
UPAY 9826162701xxxxxxxxx 30
Type UPAY
(in capitals)
19 digit top-up Amount you
card number wish to top-up
(no £ sign)
The amount you have chosen to top-up by will be
automatically sent to your meter and you will receive a text
message receipt. The receipt will include a 20, 40 or 60 digit
‘vend code‘, in case the top-up is not successful; this will
enable you to top-up manually – see page 12.
15:38
Account
Info
Usage Now
Balance:
~25.00
Electricity
Electr
ricity Dual
Updt On: 29.09.12 10:59
Days Left: 2.5
Usage Now
26.11.14
1kWh
2.50 ------kWh
Date
Amount
---------------------22.09.12
Gas ~10.00
~15.00
14.09.12
05.09.12 ~30.00
23.08.12 ~10.00
Today
Pessage HHistory
Me
istoory
Message
Ta
aA/C
riff
Tariff
History
Payment
Settings
*This may be subject to change
P
1.45 kW
kWh
CO2Kg
Account
kWh
Compa
Wee
19
Mont
~/h
Day
Menu
Men
Emergency Credit
Warning
Usage
Now
15:38
ng
Emergency Credit
Date
Amount
---------------------DIT 50p
22.09.12 ~10.00
14.09.12
ignore
or ~15.00
05.09.12 ~30.00
23.08.12
~10.00
mergency
Credit
ng
!
Date
Amount
Ta
ariff
Tariff
PaymentE-Credit
Settings
Note: you can also activate Emergency Credit via the Payment
screen – see page 12.
Warning
When is Friendly & Emergency Credit available?
! Emergency
Date
Amount Friendly Credit
Amount
Date
----------------------
----------------------
Available
22.09.12
~10.00
22.09.12 ~10.00
TransactionCredit
Failed
n Failed
14.09.12 ~15.00
14.09.12 ~15.00
– 4pm*
Yes ~30.00
has been entered05.09.12
incorrectly
y been
used ~30.00 Mon – Fri 10am*Code
05.09.12
23.08.12 ~10.00
ain
nfo
23.08.12 ~10.00
Yes
Mon – Fri 4pm* – 10am*
Sat & Sun & bank hols
20
If you run low on credit, your meter will display an alert to let
you know, the LED will turn red and the screen to the left will be
displayed. In order to accept the use of £10 Emergency Credit,
you will need to press the ‘E-Credit’ button. The alarm will leave
enough time for you to put money on your meter however, if
you do not top-up in this time period, you will be alerted again,
giving you another option to access Emergency Credit. If you
keep pressing ‘OK’ without making a payment, or you ignore
these alerts altogether, your supply will eventually go off.
26.11.14
---------------------ELECTRICITY CREDIT
~0.00 ~10.00
22.09.12
Electricity
Electr
rPress
icity 'OK'
Dualto ignore
Gas
14.09.12
~15.00
or
05.09.12 ~30.00
23.08.12
~10.00
'E-Credit' to use Emergency Credit
OK HHistory
Me
essage
istoory
Message
E-Credit
£10 of Emergency Credit is available when you need it, to give
you time to top-up at any PayPoint outlet, online or via text
message. It is important to remember you will need to repay the
Emergency Credit you use as well as topping-up your meter to
at least £1.00 of positive credit.
*This may be subject to change
Try Again
Yes
Available
No
Yes
Yes
Remember! – if you have lost power, you
must top-up all Emergency and Friendly
Credit plus at least £1.00 of positive
credit, in order to restore your power.
If your Emergency Credit runs out during the week
after 4pm*, your supplies will NOT go off until 10am*
the following day. This will give you enough time to
top-up your gas and/or electricity.
If your Emergency Credit runs out after 4pm* on a
Friday, your supplies WILL NOT go off until 10am* the
following Monday (or the day after, if it’s a Bank
Holiday). This extra emergency supply is called
‘Friendly Credit’.
*This may be subject to change
Remember! the next time you buy gas and/or
electricity, you will need to pay off the EMERGENCY
CREDIT, and any FRIENDLY CREDIT used will also
be deducted from your payment. Please bear in
mind each meter works with a minimum of £1. For
example, if you have used up all of your Emergency
Credit and used £4 of Friendly Credit, you will need
to top-up the meter by at least £15. (£10 to pay off
the Emergency Credit, £4 to pay off the Friendly
Credit and £1 to get the meter going).
Emergency Credit
What happens if my
Emergency Credit runs out?
21
Friendly Credit
LOW CREDIT ALERT
Please set your daily targets
Set your low credit alert
~5.00
~5.00
Per day
Friendly Credit Started OK
15:38
Date
Amount
---------------------22.09.12
~10.00
Cost: ~74.21
214.09.12
~15.00
~55.42
2
~30.00
205.09.12 ~81.04
23.08.12
~10.00
~61.56
2
2
Settings
Targets
Your supply will switch off at 10.00
Emergency Credit
o
Hour
kWh
Settings
~35.00
Friendly Credit Over
OK
26.11.14
kWh
Usage Now
15:38
Ta
ariff
Tariff
Usage Now
26.11.14
Hour
Your
supply
switch off
at 10.00
Electricity
Electr
ricity willDual
Gas
Electrricity Dual
Electricity
Gas
(ends Mon 26.11.12 at 10.00)
Me
essage HHistory
istoory
Message
Remaining
Me
essage HHistory
istoory
Message
Payment Settings
Ta
ariff
Tariff
Payment Settings
History
Account Info
If your credit is running low within Friendly Credit
DateYou Amount
hours, the above alertAccount:
screenType:
will be
Creditdisplayed.
---------------------~10.00
Balance:
~25.00
will automatically be in
Friendly
Credit
your
Date: once
History:
Cost: ~74.21
22.09.1222.09.12
~15.00
15.08.1214.09.12 ~55.42
05.09.12
~30.00
Daysthe
Left:
2.5 press
credit runs out; to bypass
screen
‘OK’.
~81.04
02.08.12
~10.00
22.07.1223.08.12 ~61.56
~35.00
15.07.12
P
22
A/C
History
Refer to page 20, to check what times Friendly
Credit is available. If you have not topped-up over
the weekend or(ends
evening,
your at
in-home
Mon 26.11.12
10.00) display will
display an alert to let you know that your supply is
due to go off shortly. To stop the alarm press ‘OK’.
Warning if I’m in EmergencyWarning
How can I check
or Friendly Credit and
how much I need
to repay?
! Date Amount
! Date
Amount
----------------------
22.09.12 ~10.00
Transaction Failed
14.09.12 ~15.00
Code has been entered05.09.12
incorrectly
~30.00
23.08.12 ~10.00
23.08.12 ~10.00
Check Status
Account
Info
Usage Now
15:38
Balance:
-~5.00
Electricity
Electr
ricity
Dual
Date
Amount
---------------------22.09.12
Gas ~10.00
~15.00
14.09.12
05.09.12 ~30.00
23.08.12 ~10.00
Ta
aA/C
riff
Tariff
History
Payment
Settings
Updt On: 29.09.12 10:59
Days Left: 1.0
HHistory
istoory
26.11.14
If you are in 'Emergency Credit' mode, an 'E' will
show here on the 'Default Screen'. If you are in
'Friendly Credit' mode, an 'F' will show. When this
screen shows a 'P' it means the meter is in normal
prepayment mode.
If you are unsure how much you need to repay to
get back into credit, refer to the screen on the left. If
you owe anything, it will appear on your balance as
a negative figure.
Emergency Credit
Try Again
Try Again
Eessage
Me
Message
----------------------
22.09.12 ~10.00
Transaction Failed
14.09.12 ~15.00
Code has already been
used ~30.00
05.09.12
Note: you will need to top-up by an additional £1, to
get you back into positive credit. Be aware that any
separate debts applied to your meter, for example
replacement card charges etc, which are reclaimed
at a pre-agreed percentage, may also be taken from
each top-up.
23
Using the other keypads
You should use the in-home display to monitor and top-up your gas and/or electricity, but sometimes you may be
required to use the gas and/or electricity meter keypads themselves. The electricity meter will always be connected
to power, unless there is a grid power cut. When you press a button on the keypad, the display screen will light up.
You can access the same data on both displays, so if you have any issues with the in-home display you can use the
electricity meter to retrieve the same information.
Electricity Meter
24
Information will scroll here on the gas or electricity meter screen. Each
number brings up different information, detailed on page 25-28.
The Electricity Meter Keypad
The Gas Meter Keypad
Electricity meter keypad button functions
1 2
Press
1
Daily
2 Energy
3 Cost
*
x1
4Cost of energy0used so far today
x2
Cost of8energy 9
used yesterday
7
Press
1
x41
x72
2
*8
3 Monthly Cost
0Cost of energy used so far this month
7
Cost of energy used last month
9
*8
x2
x2
kWh usage 2 months ago
...
Continue pressing up to 12 months
# Press
5
7
*
kWh
8 last 9month
7 usage
kWh usage 3 months ago
7
4
4
x3
x41
0
Cost of energy
used so far this week
1 Press
2
4
x1
x1
Press
#
Weekly
3 Energy Cost
Cost of energy
used last week
9
Press
*8
x1
x2
x3
x4
5 Debt
6 Information
0
Debt info
*8
9
Electricity Meter
By pressing the buttons on the electricity meter you can
obtain all sorts of useful information about your electricity
usage. Repeated pressing of each button gives many
levels of detailed information – as explained below:
3
Monthly0kWh
6 Tariff Data
0Tariff
9Standing Charge
Tariff Rate 1
Tariff Rate 2
25
#
4
Press
x2
Amount to repay
Electricity Meter
Press
7
4
*8 9 Credit/Debt
Emergency
Emergency Credit status
4
2
6
0
x1
#
1
7
5
x1
*
8
7 Press
5
*8
6
0
Friendly
Credit Status
9
#
5
4 Press
6
0 Misc Data
7
x1
9
Display
Check
x2
Date
x3
Time
x4
Load
x5
Co2 data
*8
Friendly Credit status
3
0
9
Import/Export Data
x1
Import kWh (meter read)
x2
Export kWh
x3
Import KVARH
x4
Export KVARH
'A' button – will enable you to manually enter an electricity vend
code. When in vend code mode, the 'A' button can be used to delete a
number entered and the 'B' button will send the code.
'B' button – will show you your electricity account balance. You must
press this button at least 10 seconds after any other button in order to
retrieve this information.
26
By pressing the buttons on the gas meter you can
obtain all sorts of useful information about your gas
usage. Repeated pressing of each button gives many
levels of detailed information – as explained below:
Press
1
x2
7Cost of8energy 9used yesterday
x41
x72
*8
Cost of energy
used last week
9
3 Monthly Cost
0Cost of energy used so far this month
7
Cost of energy used last month
9
x2
kWh usage 2 months ago
Continue pressing up to 12 months
# Press
5
7
*
kWh
8 last 9month
7 usage
...
7
4
3
Monthly0kWh
kWh usage 3 months ago
x41
0
Cost of energy
used so far this week
4
2
x3
Press
#
Weekly
3 Energy Cost
1 Press
2
4
x1
*8
x2
*
4Cost of energy0used so far today
2
x1
Daily
2 Energy
3 Cost
x1
Press
1
Press
1
*8
x1
x2
x3
x4
5 Debt
6 Information
0
Debt information
*8
9
Gas Meter
Gas meter keypad button functions
6 Tariff Data
0Tariff
9Standing Charge
Tariff Rate 1
Tariff Rate 2
27
#
4
Press
*8 9 Credit/Debt
Emergency
Emergency Credit status
x2
Amount to repay
4
Press
7
Gas Meter
x1
4
6
0
x1
#
1
7
5
2
*
8
7 Press
5
*8
6
0
Friendly
Credit Status
9
#
5
4 Press
6
0 Misc Data
7
x1
9
Display
Check
x2
Date
x3
Time
x4
Load
x5
CO2 data
*8
Friendly Credit status
3
0
9
Import/Export Data
x1
Gas volume
x2
Import kWh
'A' button – will enable you to manually enter an electricity vend
code. When in vend code mode, the 'A' button can be used to delete a
number entered and the 'B' button will send the code.
'B' button – will show you your gas account balance. You must press
this button at least 10 seconds after any other button in order to retrieve
this information.
28
Settings
Loss of Supply
– Electricity
Electricity
i
Info
If you run out of credit
and
you will
Backlight
- - supply
1Minneed to top-up so that you are in credit by at least £1.00. It will require
Target - lose
someone to be at the property to switch the electricity back on.
Network
Sound On
On
Conrast
In-home
Display
Credit Alert
Erase
!
AccountNow
Info
Usage
15:38
Min
Electricity Meter Keypad
Tariff
26.11.14
Menu
!
Balance:
~25.00
SUPPLY
Electricity
Electr
rOFF
icity Dual
Emergency
Credit
Days
Left:
~0.00 2.5
Minimum top-up ~0.00
Restore
Me
essage HHistory
istoory
Message
Ta
ariff
Tariff
Date
Amount
---------------------22.09.12
~10.00
Gas
14.09.12
~15.00
05.09.12 ~30.00
23.08.12 ~10.00
History
Payment
Settings
Smart Energy - NORWEB
~20.05 for first 10 kWh
~0.10
- - - - - -thereafter
- - - - - - - - - - - - - - - - - - - - - - 17:00
~0.05 for first 15kWh
~0.10
- - - - - -thereafter
- - - - - - - - - - - - - - - - - - - - - - 18:00
~0.15 for the first 10kWh
Loss of Supply
LEDs
Debt Debt
Payments
DebtType:
Type:
Payment
Debt
Payment
BasedBased
Once you have
topped-up, go to your in-home display and
Outstanding owed: £54.00
Repayment
40% per~54.00
top-up
Outstanding
Owed:
providing you
haveRate:
working
AAA batteries in, press the power on
per top-up
Repayment
Rate:the
40%above
button and you
will see
screen. If you do not have any
working batteries you will need to switch the electricity back on
via the electricity meter.
Type in your vend
code.IfPress
your‘delete’
in-home display is not working, go to your electricity
to correct.
Press
meter keypad. Press 'A' to activate, followed by 'A' again, then
‘Enter’ to send.
press 'B' and your electricity should come back on.
E-Credit
29
Electricity
Loss of Supply
i – Gas
Info
Settings
Backlightyou1Min
- - lose
Target and
If you run out of credit
supply
will need to top-up so that you are in credit by at least £1.00. It will require
On
someone to be atSound
the property toNetwork
switch the gas and/or electricity back on.
LEDs On
Conrast Min
In-home
Display
Credit
Alert !
Loss of Supply
Account
Info
Usage Now
15:38
Gas Meter Keypad
Erase
26.11.14
Menu
!
Balance:
~25.00
SUPPLY
OFF
Electricity
Electr
ricity Dual
Emergency
Days
Left:Credit
2.5
~0.00
Minimum top-up ~0.00
Restore
Me
essage HHistory
istoory
Message
Ta
ariff
Tariff
Date
Amount
---------------------22.09.12 ~10.00
Gas ~15.00
14.09.12
05.09.12 ~30.00
23.08.12 ~10.00
History
Payment Settings
Debt Debt
Payments
30
Note: You cannot
restore
the
DebtType:
Type:
Payment
Basedgas meter via the in-home display.
Debt
Payment
Based
This is for your
safety and is legislated across the energy
Outstanding owed: £54.00
Repayment
Rate:Owed:
40% this
per~54.00
top-up
Outstanding
industry. The
reason
for
is that if you smell gas coming from
per top-up
Repayment
40%not
your gas meter
you Rate:
should
restore power as it is potentially
dangerous. If the ability was given to restore via the In Home
Display it would allow you to restore in a separate room from
the gas meter and would mean you may not be able to smell the
potential gas leak upon restoration.
Whether your in-home display is on or not you MUST turn your
gas supply back on via the gas meter keypad. This is because
of a safety feature
Tariffbuilt into the gas meter. To connect the gas
meter, press
Smart Energy - NORWEB
~20.05 for first 10 kWh
~0.10
- - - - - -thereafter
- - - - - - - - - - - - - - - - - - - - - - 17:00
~0.05 for first 15kWh
-~0.10
- - - - -thereafter
- - - - - - - - - - - - - - - - - - - - - - 18:00
~0.15 for the first 10kWh
The display will show the above. Press ‘A’ again and then press
‘B’ and your gas should come back on.
Type in your vend
code. Press
‘delete’
Note:
to correct.
PressSometimes, because the gas meter has been off it will be
asleep
‘Enter’ to send. so your top-up will not register. In this case when you
press 'A' it will go to vend mode instead. In order to get your gas
E-Credit
back on, enter your 20, 40 or 60 digit vend code and send by
pressing 'B'. Then Press 'A' to connect the gas meter again and 'B'
to restore your supply.
Energy Saving...
Utilita staff are fully trained to offer free and fair advice on using energy efficiently in and around your
home, helping you save even more. Changing your energy usage habits will always save you more money
than by switching supplier alone, so have a look at the ways you use your electricity to see if you could
reduce your usage!
Follow us on Twitter @UtilitaEnergy to receive daily energy saving tips,
updates and offers.
Visit us on Facebook at Utilita Energy for more ideas and tips on how to
use energy efficiently.
save !
n
e ergy
Save Energy
Visit www.utilita.co.uk to find out more about saving energy in your home.
Energy Saving Challenge! – take a note of
how much you have spent on electricity in a week.
Download a Utilita usage pack from our website:
www.utilita.co.uk/save-energy
Follow our energy saving tips for the following
week and see how much you save!
31
Moving Home
If you are planning to move house, please contact the Utilita Welcome Team on 03452 068 777 to advise us of your
plans and arrange for any credit to be refunded. If you do not contact Utilita, you may not be able to receive any
refunds. Please leave this booklet and your top-up card for the next occupier, so they can contact Utilita about
topping-up their meter.
Lost Your Card?
Other
Don’t worry – your cards cannot be used with any other meter and if you lose them, you do not lose any money. If
you have lost a card just contact our Customer Care Team on 03303 337 442 to report the loss and they will arrange
for a new one to be sent to you (a small charge may be applicable). You will also be given your 19-digit card numbers
in the meantime, which you can use to top-up at any PayPoint outlet, on your mobile, via text message, or online. It
may be useful to keep a record of your card numbers - we've left a space for these on the back of this User Guide.
Generating your own top-up e-card
In the event you mislay your gas and/or electricity cards, we are able to send you a free electronic version of your topup card/s via email. This can be easily generated online by visiting www.utilita.co.uk/e-card
32
All you will need is your gas and/or electricity serial number (instructions on where to find these are supplied online),
and an email address. This will generate and email you back a visual copy of your gas and/or electricity card, including
your unique top-up card number and barcode, which can be scanned at any PayPoint outlet. We recommend every
customer generates their own top-up e-card (just incase you need them in the future!).
Got a problem?
My top-up isn’t crediting my meter?
Problem – You have topped-up and been issued with a receipt, but the in-home display is not showing the credit on your balance,
however your gas and/or electricity meter is. The signal icon in the top left-hand corner may also have a strike through it.
What should I do? – Simply pick up your in-home display and move it closer to the electricity meter. Watch the signal icon in the
top left-hand corner of the screen and you should be able to see the strike-through disappear. Once a signal has been found the
in-home display will automatically update itself.
Good Signal
Bad Signal
No Signal
Problems
Home Network issue (HAN) – You most likely have a ‘Home Network’ issue. The in-home display works like a mobile phone
with a signal and like a mobile phone, signal can drop out from time to time, meaning the in-home display is not receiving
information properly from the gas and/or electricity meter which is why the display balances are different.
Problem – You have topped-up and been issued with a receipt, but neither the in-home display or the gas and/or electricity meter
is showing the credit on your balance.
Remote Communication issue (WAN) – You may have what we call a ‘Wide Area Network’ issue (WAN). This is where there
is insufficient signal for your in-home display and meters to pick up. Like a mobile phone, your in-home display and gas and/or
electricity meter require a signal in order to receive information remotely. On the front of the electricity meter there is the word
‘WAN’, if the LED light above this is constant and not flashing then it is highly likely you have this issue.
What should I do? – If this is the issue, you will need to continue topping-up your meter manually. There isn’t anything you can
do, other than wait for a signal to be established.
33
Loss of supply – I’ve topped-up but my power hasn’t been restored
Problem – You have topped-up but the power has not come back on and your balance is not in credit.
Debt on the meter – You most likely have a debt on your gas and/or electricity meter, which is either Emergency Credit for
repayment or an existing debt being reclaimed at 25%.
What should I do? – Check your balance by pressing the ‘Electricity’ or ‘Gas’ box on the ‘Main Menu’ screen. In order for power
to be restored you must be in credit by at least £1.00.
Problem – You have topped-up but the power has not come back on, your in-home display and meters are not
displaying anything.
Problems
Power cut – It is possible there may be a power cut in your area. The electricity meter will always show a display so if this is off,
you are most likely experiencing a grid power cut.
What should I do? – There is nothing you can do, power is usually restored quickly by the electricity grid.
Problem – You have topped-up but your power has not come back on.
Restore Power screen not confirmed – It could be that you have not confirmed the in-home display ‘Restore Power’ screen.
When you top-up after your supply has gone off it will not automatically come back on; it requires someone to be in the
property to switch the gas and/or electricity back on.
What should I do?
Electricity – you can restore your power via the in-home display or the electricity meter itself. To restore it via the in-home display,
ensure it has working AAA batteries inside and switch on the handset (see page 5). The screen will ask if you wish to restore power,
press ‘OK’ and your power should come back on. If you are unable to do this you can use the electricity meter. Go to the electricity
meter keypad and press ‘A’ to connect and then ‘B’ to restore power – see page 29
Gas – you cannot restore your gas via the in-home display once it has been switched off. Instead you will need to restore the gas via
the gas meter keypad by pressing ‘A’ to connect, then ‘B’ to switch it back on – see page 30.
34
Loss of supply – Gas Meter
Problem – You have lost your gas supply and have topped-up to get it back on. You have pressed ‘A’ on the gas meter keypad to
restore the supply but instead of asking you to ‘Restore Power’ it has gone into vend mode and the supply cannot be restored.
Gas Meter asleep – As the gas meter has been off it has gone into sleep mode and may take a while to pick up a signal again.
This means that the top-up that you have made may not yet have registered on the gas meter.
Problems
What should I do? – Check your in-home display, if you have topped-up this should show on your gas balance. In order to get
the top-up to register on your gas meter press 'A', it will go to vend mode. In order to get your gas back on, enter your 20, 40 or 60
digit vend code and send by pressing 'B'. Then Press 'A' to connect the gas meter again and 'B' to restore your supply.
35
E-Credit
My
ning
OK
E-Creditis not being accepted
manuallyOKentered vend code
15:38
Problems
Date
Amount
---------------------22.09.12 ~10.00
tion Failed
14.09.12 ~15.00
ady been
used ~30.00
05.09.12
23.08.12 ~10.00
Again
Warning
Usage
Now
26.11.14
15:38
E-Credit
Warning
Usage
Now
!
!
Date
Amount
---------------------22.09.12
Transaction
Failed
Electricity
Electr
ricity Dual 14.09.12
Gas ~10.00
~15.00
Code has been entered05.09.12
incorrectly
~30.00
23.08.12 ~10.00
Me
essage HHistory
istoory
Message
Try
Ta
arAgain
iff Payment Settings
Tariff
Problem – You have entered your 20, 40, or 60 digit
Date
Amount
---------------------- vend code but when you press ‘Enter’, the screen shows
22.09.12 ~10.00 the above notification.
14.09.12 ~15.00
05.09.12 ~30.00 Incorrect Code – You have entered the vend code
23.08.12 ~10.00
History
incorrectly, either you have missed off a digit or mistyped
a number.
What should I do? – Re-enter the vend code correctly
and press ‘Enter’.
36
'E-Cre
OK
26.11.14
Date
Amount
----------------------
22.09.12 ~10.00
Electricity
Electr
riTransaction
city Dual Failed
Gas ~15.00
14.09.12
Code has already been
used ~30.00
05.09.12
23.08.12 ~10.00
Me
essage HHistory
istoory Try
Ta
arAgain
iff Payment Settings
Message
Tariff
Account Info
nt Info
/C
14.09.12
Press 'OK' to ignore
or ~15.00
05.09.12 ~30.00
23.08.12
~10.00
'E-Credit' to use Emergency
Credit
14.09.12
Press 'OK' to ignore
or ~15.00
05.09.12 ~30.00
~10.00
23.08.12
'E-Credit' to use Emergency
Credit
14.09.12
to ignore
or ~15.00
05.09.12 ~30.00
23.08.12
~10.00
Emergency
Credit
Problem – You have entered your 20, 40, or 60 digit
Date theAmount
vend code but when you press ‘Enter’,
screen shows
---------------------22.09.12 ~10.00
-~5.00
the above Balance:
notification.
14.09.12 ~15.00
Updt On: 29.09.12 10:59
05.09.12 ~30.00
DuplicateDays
Code
The vend code
you have
Left:– 1.0
~10.00entered
23.08.12
has been entered before. You may be referring to an old
History
receipt orEentered the code A/C
again believing
it has not
gone on the first time.
What should I do? – Check if your top-up has already
credited and shows up as a previous vend, if not, ensure
you have the correct vend code and to re-enter.
T
Code ha
Reasons for rejections
The most common reasons for rejections are listed below:
• Rejected – Duplicate: The code you are entering has already been accepted on the meter.
• Rejected – Incorrect: You have entered the vend code incorrectly, either you have mistyped or missed off a digit.
• Rejected – Incomplete: The vend code must be either 20, 40 or 60 digits long, you may have missed off or added on an extra digit.
• Rejected – Invalid: You have entered the vend code incorrectly, either you have mistyped or missed off a digit.
Still experiencing problems?
If you are still experiencing problems please contact our Customer Care Team. In the event of loss of power please call the
Emergency Line. Be aware that we will not be able to help you quickly if you enquire about loss of power via email. It is important to
remember if you are emailing your enquiry we may not be able to get back to you for 5 working days, so if you are experiencing a
loss of supply issue, please call our Customer Care Team directly on 03303 337 442.
Problems
• Rejected – Key Lock: The vend code has been entered incorrectly too many times. Please contact our Customer Care Team.
37
TOP-UP CARDS
www.utilita.co.uk
www.utilita.co.uk/contact-us
Customer Care Team: 03303 337 442
Opening Hours:
8:00am – 8:00pm Mon – Fri
8:00am – 5:00pm Sat
9:00am – 5:00pm Sun
Emergency Line: 03452 068 999
Opening Hours:
8:00am – 10:00pm everyday
Version 1.0
Utilita Energy Limited Copyright 2015
Registered in England & Wales Company Number: 04849181
38 Utilita Energy Limited, Utilita House, Moorside Road, Winchester, SO23 7RX
We advise you write down your unique 19 digit gas and/or
electricity top-up card numbers here, in the event your cards are
mislaid. These numbers are printed along the front of your blue
top-up cards and can be used to top-up online, over the phone,
via text message, as well as any PayPoint outlet:
Electricity Card Number...............................................
Gas Card Number.........................................................
Generate your own top-up e-cards
www.utilita.co.uk/e-card
(In the event you mislay your top-cards, you can also generate a
free, digital version which can be scanned at any PayPoint outlet
and is unique to your meter - it’s quick, easy and free! For further
instructions see page 32.)