Frequently Asked Questions
What is a smart meter?
A smart meter is a new generation of gas and electricity meter that can digitally send meter readings directly to your energy supplier. This means no more manual readings, more accurate bills, and a better understanding of your energy usage.
How does prepaid energy work with PrePay Energy Solutions?
With prepaid energy, you pay for your energy before you use it, similar to a pay-as-you-go mobile phone. You top up your account, and your smart meter deducts credit as you use electricity or gas. This gives you greater control over your energy budget and helps avoid surprise bills.
What are the benefits of using PrePay Energy Solutions?
Our solutions offer several benefits, including no more estimated bills, better budgeting control, access to real-time energy usage data (via a smart in-home display), competitive tariffs, and support for a greener energy future. We aim to empower you to manage your energy consumption efficiently.
How can I top up my PrePay Energy account?
You can top up your account using several convenient methods: online via our customer portal, through our dedicated mobile app, by phone, or at most PayPoint or Payzone locations across the UK. Instructions for each method are provided upon account activation.
What happens if my credit runs out?
If your credit runs out, your smart meter will automatically switch off your energy supply. However, we provide a 'friendly credit' period (e.g., evenings and weekends) during which your supply won't be cut off, giving you time to top up. We also offer emergency credit if you're unable to top up immediately.
Can I view my energy consumption history?
Absolutely! Our customer portal and mobile app provide detailed breakdowns of your energy consumption history, allowing you to track your usage daily, weekly, or monthly. This helps you identify trends and make informed decisions to save energy.
How long does a smart meter installation take?
A typical smart meter installation usually takes around 1-2 hours per meter (gas and electricity). Our certified engineers work efficiently and ensure minimal disruption to your home or business.
Is there a cost for the smart meter installation?
For most residential customers, smart meter installation is free. This is part of a national rollout program. Any specific costs for commercial installations will be clearly outlined in your quote.
What do I need to prepare before installation?
Please ensure that the area around your existing meters is clear and accessible, and that an adult is present during the appointment. Our team will handle the rest!
My smart meter isn't working, what should I do?
First, try restarting your in-home display unit. If the issue persists, please contact our technical support team immediately at +44 20 7946 0770 or email info@prepayenergysolutions.co.uk. We have dedicated specialists available to troubleshoot and resolve any technical problems.
What if my in-home display loses signal?
Occasionally, an in-home display might temporarily lose signal. This doesn't usually affect your meter readings. Try moving the display closer to your electricity meter. If the problem continues, contact our support team for assistance.
How do I report an energy outage?
PrePay Energy Solutions is your supplier, but your local Distribution Network Operator (DNO) manages outages. You can find your DNO's contact information on your bill or by calling 105 (the national power cut helpline) from any phone.