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.

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.

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.

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.

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.

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.

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.

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.

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.

How do I get a replacement IHD?

The easiest way to view your meter balance and consumption, even when on the go is via our free mobile app, MySmartE. You can download the MySmartE app from the App Store or Google Play today using the links below:

If you would still prefer an IHD, please call our Customer Service Team or complete the contact form which you will find here.

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.

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.