[Jimbo1467]

Hi, around 24hrs ago I topped up both my gas and electric but the twenty pounds on my electric hasn't shown up on my smart meter but had been taken out my bank account, so why isn't it showing on the meter.

Please do not tell me to speak to your robot chat now, tried that, it asks me to check my electric meter to see what that says, nearly 24hrs later it says nothing, but your robot does not give that option so had to terminate chat.

Absolutely disgraceful customer service, talk to a robot, what a way to treat loyal customers :(

[JacobCX]

Hi @Jimbo1467

The only reason that top ups would not arrive to the meters would be some kind of communication delay or fault at the actual meter. These normally resolve on their own very quickly but as it has been 24 hours the communications hub on your meter may need to be manually reconnected.

The top up payment you made will have generated a 20-digit code you can manually input at the meter and this will put the top up onto your meter, regardless of the communication status of the meter. This may also wake the meter up and reestablish communications but if it does not you can contact our customer service teams through live chat or on the phone. The customer service advisor you speak to will be able to assess what may need to happen to restore communications with your meter.

I hope this helps.

[Jimbo1467]

Originally Posted by JacobCX

Hi @Jimbo1467

The only reason that top ups would not arrive to the meters would be some kind of communication delay or fault at the actual meter. These normally resolve on their own very quickly but as it has been 24 hours the communications hub on your meter may need to be manually reconnected.

The top up payment you made will have generated a 20-digit code you can manually input at the meter and this will put the top up onto your meter, regardless of the communication status of the meter. This may also wake the meter up and reestablish communications but if it does not you can contact our customer service teams through live chat or on the phone. The customer service advisor you speak to will be able to assess what may need to happen to restore communications with your meter.

I hope this helps.

Thanks it worked.