The credit would of ran out a week ago but we still have power

[Guest]

Has anyone ever experienced a similar situation?

We are on pay as you go meter and a few weeks ago we had a power cut, the meter went blank and doesn’t do anything, I can’t see the balance or top up , I’ve contact my supplier multiple times but they don’t seem to be doing anything about it, I would say the credit would of ran out a week ago but we still have power.

Many thanks..

[Nat]

I'm in a similar situation. Been messed around for a while now.

I've had to escalate a complaint as I was getting nowhere, they reckon i owe over £3000 and sent a debt collection/bailiff to my door.

[Ian]

While, I appreciate you have informed your supplier I would be inclined to make a formal complaint to get the meter replaced in a reasonable timeframe.

A formal complaint has 56 days to be resolved before you can ask the ombudsman to take your case.

Don't miss: I have money left on my current meter, can I get this transferred to the new meter when I move?

[Jasmin]

This happened to me after a power cut you are now in free vend. It's a good idea to out aside the money as if your were topping up. You will need the meter replaced, make sure you have it in writing if you can letting them know its broken so you have a record of when it started.

They have an obligation to come and replace it just hope they do it for you quickly.

[Emma]

It sounds like you're in "free vend" and your meter won't go off supply despite not topping up which is fairly common.

Your meter will need replacing so you can pay for your usage going forward. Your supplier may try to estimate how much you've used between the fault occurring and being fixed, they may not.

It'd be a good idea to put aside the money you'd expect to top up in the interim.

Explore these too: I keep seeing people talking about taking meter readings today – Why we need to do this?

[Samantha]

This happened to us during Covid lockdown, no engineers would come and fix I made sure I had in writing that we weren’t paying for the energy when it wasn’t our fault after countless hours on the phone trying to get an engineer, was slapped with nearly 2 grand bill when it was fixed, luckily I had it all in an email from one of there agents stating we didn’t have to pay so we legally won our case, hope yours gets sorted quicker than ours ever did.