[Jean]

I recently signed up and received new card and key for gas and electric. The letter stated to insert both prior topping up. On inserting I will hear a beep or receive notification. Neither of these have worked.
Please advise

Unable to get through to customer service and waiting for Utilita meters next month.

Regards

[Rebecca]

@Jean Hello and welcome to the community 🤗

Oh that sounds a bit odd! Have you attempted to use your previous suppliers top-up card for the time being? What date are your installs booked for?

Rebecca

[Jean]

@Rebecca I have just tried to top up my electricity using my old suppliers as advised.
This also did not work so how do I top up and get my money back?

[Jean]

Ok how do I get through to the live chat please?

[Jean]

I have tried to call customer service with no pick up after 10 minutes.

I am running low on electricity and need to top up.

I need some assistance as a matter of urgency please. I am classed as clinically vulnerable and need my amenities.

Please can someone contact me.

[Jean]

@Rebecca I will keep using my previous suppliers then. My installation date is 16th November.

[Rebecca]

Originally Posted by Jean

@Rebecca I have just tried to top up my electricity using my old suppliers as advised.
This also did not work so how do I top up and get my money back?

Hi Jean, as this sounds like it will require looking into your account, I would suggest speaking to a member of our customer service team, you can either use our live chat on the website or call 0345 207 2000.

Rebecca