Support during the coronavirus outbreak

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Read our advice to members or find out what to do in an emergency.

If you've had a power cut

If you've had a power cut in your home, there are some things you should check first if you've:

If neither of these apply, then the problem is likely because of one of the following:

  • a power cut affecting your local area
  • a tripped fuse, faulty appliance or problem with your home's wiring
  • a faulty meter

Here's how you can find out the cause of the problem, and how to fix it.


Check if your neighbours have power

If your neighbours also don't have power, there's probably a power cut affecting your area - contact your local network operator by calling 105 to find out more.

If your neighbours do have power, or you're not sure, you can check your meter (if it's a digital one) or fuse box.


If you've got an electricity meter with a digital screen

Take a look at your meter. If there's no red light and the screen is off, contact your local network operator by calling 105 to find out what to do next.

If either the red light or screen are on, it's time to check your fuse box.


Check your fuse box and trip switches

Your fuse box will contain some switches. They'll be pointed:

  • up if they're in the 'on' position
  • down if they're in the 'off' position


If any of the switches are in the 'off' position

It's possible you've just got a blown fuse, which can be fixed by flicking any switch in the position back on (up) again. This is often the case if the power cut only affects part of your home.

If you're not confident using the fuse box, or you think there may be a safety risk, call an electrician.

If all the switches are in the 'on' position

Follow these steps to see if you can get your power back on:

  1. Find the main switch - it might be larger than the others, or a different colour (usually red).
  2. Turn the main switch off and back on again.
  3. If the power doesn't come back on, see if your fuse box has a 'test' or 'reset' button. If it does, push the button. If it doesn't, go to step 5.
  4. After pushing the 'test' or 'reset' button, the main switch will now be in the 'off' position. Try switching it back on. If it immediately switches off again, there's probably something wrong with your wiring or an appliance, and you should call an electrician. If the switch stays on but your power remains off, there's no power to your property - go to step 5. 
  5. If you still have no power, contact your local network operator by calling 105.

Get in touch if you still have a problem

If your network operator isn't able to help, or you're not sure what to do, you can:

If you've lost supply while switching to Bulb with smart top up (prepay) meters

If you've lost gas supply on or soon after your switch date, check your meter to see if it says 'OFF'. If it does, you can try to turn on the supply by pressing the A button, then the B button, then the A button again.

If this doesn't work, or if your electricity supply is off, let us know so we can make sure your meters are set up correctly.

You can try to restore supply by activating emergency credit if either:

  • your meter shows 'PAYG' if you press the B button (you might need to hold it down for a second)
  • the credit on your meter is £0.00

You might also be able to top up the meter using the account you had with your old supplier.

If you have a top up (prepay) meter

If your electricity or gas supply goes out and you have a top up meter, find out:

how to activate your emergency credit
how to fix your prepay gas meter when the screen says ‘Off’
what to do if your top up key or card isn’t working or if your meter has an error code

If you’re having difficulty keeping up with your payments and keeping the meter topped up, please get in touch. We can discuss how we can help and refer you to other organisations if you’d like some impartial advice.

 

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