USER GUIDE
Electricity – Prepayment Smart E7
Contents
Contents
Introduction ....................................... 2
What is Smart Energy
Your Meters ....................................... 3
In-Home Display ..................................4-5
Account Information ...............................6-7
Viewing your account information
Viewing your current usage
Main Menu ......................................8-11
Viewing your usage history
Viewing your meter readings
Viewing your tariff information
Viewing your messages
Your Settings ...................................12-13
Targets & credit alerts
Supply Status ...................................14-15
Boost Periods
Topping-up .....................................16-21
App, shop, online & text message
Crediting your account manually
Emergency Credit & Friendly Credit ................22-25
Using the electricity meter keypad .................26-29
Restoring your supply
Crediting your account manually
Button functions
Energy Saving .................................... 30
Moving Home .................................... 31
Lost top-up card .................................. 31
Got a Problem? .................................32-35
My top-up isn't crediting my meter
I've topped up but my supply hasn't restored
My manually entered top-up code is being rejected
1
2
Intro
What is Smart E7?
‘Smart E7’ is our prepayment package for Economy 7 smart meters. This service enables you to fully benet
from a range of features, such as ‘Emergency’ and ‘Friendly Credit’, easy and convenient remote top-ups, and
our competitive prepayment Smart E7 tariff.
Designed with you in mind, your in-home display will enable you to see how much electricity you are using
and when, giving a clear picture of how you are using your energy. Having this information at the touch of a
button gives you more control over your energy spend. Your meter installer will have found a suitable and safe
working position for your in-home display so we recommend keeping it there. You should leave it plugged in
and switched on at all times, so it can read your meter and show you the most up-to-date information about
your electricity account.
Intro
3
The In-Home Display
The in-home display communicates with
the electricity meter so you can see exactly
what's going on without having to go to your
electricity meter directly. The installer will place it
somewhere with a strong signal so it can talk to
your meter easily.
The Electricity Meter
Your electricity meter records how much energy you are using. It can be found
in a number of locations but is usually located in a cupboard, hallway or outside.
It is a good idea to familiarise yourself with its location (and where the key to
any outside meter box is) in case you need to access the meter's keypad.
Your Smart Meter System
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Balance: ~25.00
Days Left: 15.5
P
A/C
Account Info
Balance: ~15.00
Days Left: 12.5
P
Dual Fuel
Account
Account
Account
Electricity
Gas
kWh Hour
Balance: ~25.00
Days Left: 2.5
P
22.09.12 ~10.00
14.09.12 ~15.00
05.09.12 ~30.00
23.08.12 ~10.00
Date Amount
----------------------
History
A/C
Account Info
P
1.45 kW
kWh
Compare Day
-----------------
2.75kWh
1kWh
2.50
kWh
Today
Y'day
Usage Now
Account
kWh
CO2Kg
~/h
Menu
Week
Month
Day
Menu
Updt On: 29.09.12 10:59
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Balance: ~25.00
Days Left: 2.5
P
22.09.12 ~10.00
14.09.12 ~15.00
05.09.12 ~30.00
23.08.12 ~10.00
Date Amount
----------------------
History
A/C
Account Info
P
1.45 kW
kWh
Compare Day
-----------------
2.75kWh
1kWh
2.50
kWh
Today
Y'day
Usage Now
Account
kWh
CO2Kg
~/h
Menu
Week
Month
Day
Menu
Updt On: 29.09.12 10:59
The In-Home Display
The in-home display has a touchscreen display and gives you quick access to your electricity account information and
smart meter features. Below is the 'Main Menu' screen which can be accessed by pressing the 'Menu' button in the top
left-hand corner of most screens. Your in-home display should be plugged into the mains and switched on at all times.
Electricity – view
your credit balance and
days left ('Account Info')
Signal strength
Current date
Current time
Message – view
your read and
unread messages
History – view
and compare
your usage
Settings – here you can
adjust different aspects
of your in-home display
Account – manually
top-up your account,
and activate Emergency
Credit
Tariff – view your tariff and rates
On/Off button
Message notications
In-Home Display
4
Xxxxx
5
Don't leave me in!
In-Home Display
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60
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The in-home display works with a standard mini-usb
power lead. It can also run on 2 x AAA batteries (thats's
the small ones!), if you are without power.
Keep me plugged in!
slide panel
downwards
Always keep your in-home display
plugged in to the mains so it stays in
constant communication with your
meter and displays accurate information.
It uses so little energy, it costs less than
20p a year to leave it on all the time.
The in-home display takes batteries so it can still
be used even if your power is off. We recommend
not to leave them in when the
power is on as it may drain them
over time - instead keep them to
hand should you need them.
Powering your in-home display
This is the 'Account Info' screen, which will show by default after
60 seconds of inactivity or after power down.
6
The 'Account Info' screen will show you what your
balance is and how many days it is estimated to
last. It will also display a brief history of your most
recent top-ups. You can also access your current
usage and supply status.
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Account Info
View your account information
The 'mode' your
meter is in:
P = Prepayment Mode
E = Emergency Credit Mode
F = Friendly Credit Mode
C = Credit Mode
An estimate of how many days
your supply will last, based on
your current rate of usage - if
you increase or decrease your
rate of usage, this gure will
change to show how long your
balance is likely to last.
Note: When your meters are
rst installed, this feature will
take about a week to display an
accurate estimate
How much credit you currently
have on your meter
Press this button to view
different screens showing
your current usage; you can
view usage in '£ per hour',
'kWh' and 'CO2Kg'
When on the 'Account Info' screen', an LED light
will ash to show credit alerts:
Green = plenty of credit
Orange = medium level of credit
Red = low credit
You can set a 'Low Credit Alert' of your choice
via the 'Settings Screen', see pages 12-13.
Your most recent
top-up history
The date and time your
in-home display last updated
with information from your
electricity meter
This button is displayed when your
electricity supply is on. Press the
button to view your supply status and
control ‘Boost Periods’,
see pages 14-15.
7
Account Info
View your current usage
You will need to programme all the
usage rate dials in 'Targets' via the
'Settings' screen, see pages 12-13.
Green means your rate of usage is
under your set daily target, and red
means you are using your supply
above your set daily target.
Important! if you think your rate of
usage is always high, you may have
set your targets incorrectly.
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Tarriff
22.09.12 ~10.00
14.09.12
~15.00
05.09.12
~30.00
23.08.12
~10.00
Date Amount
----------------------
History
A/C
Account Info
P
1.45 kW
kWh
Compare Day
-----------------
2.75kWh
1kWh
2.50
kWh
Today
Y'day
Usage Now
22.09.12 ~10.00
14.09.12
~15.00
05.09.12
~30.00
23.08.12
~10.00
Date Amount
----------------------
History
A/C
P
1.45 kW
kWh
Compare Day
-----------------
2.75kWh
1kWh
2.50
kWh
Today
Y'day
Usage Now
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Tarriff
22.09.12 ~10.00
14.09.12
~15.00
05.09.12
~30.00
23.08.12
~10.00
Date Amount
----------------------
History
A/C
Account Info
P
1.45 kW
kWh
Compare Day
-----------------
2.75kWh
1kWh
2.50
kWh
Today
Y'day
Usage Now
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Tarriff
22.09.12 ~10.00
14.09.12
~15.00
05.09.12
~30.00
23.08.12
~10.00
Date Amount
----------------------
History
A/C
Account Info
P
1.45 kW
kWh
Compare Day
-----------------
2.75kWh
1kWh
2.50
kWh
Today
Y'day
Usage Now
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22.09.12 ~10.00
14.09.12
~15.00
05.09.12
~30.00
23.08.12
~10.00
Date Amount
----------------------
History
A/C
Account Info
P
1.45 kW
kWh
Compare Day
-----------------
2.75kWh
1kWh
2.50
kWh
Today
Y'day
Usage Now
22.09.12 ~10.00
14.09.12
~15.00
05.09.12
~30.00
23.08.12
~10.00
Date Amount
----------------------
History
A/C
P
1.45 kW
kWh
Compare Day
-----------------
2.75kWh
1kWh
2.50
kWh
Today
Y'day
Usage Now
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2.75kWh
1kWh
2.50
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Today
Y'day
Usage Now
kWh
CO2Kg
~/h
Week
Month
Day
P
1.45 kW
kWh
Compare Day
-----------------
2.75kWh
1kWh
2.50
kWh
Today
Y'day
Usage Now
kWh
22.09.12 ~10.00
14.09.12
~15.00
05.09.12
~30.00
23.08.12
~10.00
Date Amount
----------------------
-----------------
2.75kWh
1kWh
2.50
kWh
Usage Now
22.09.12 ~10.00
14.09.12
~15.00
05.09.12
~30.00
23.08.12
~10.00
Date Amount
----------------------
-----------------
2.75kWh
1kWh
2.50
kWh
Usage Now
22.09.12 ~10.00
14.09.12
~15.00
05.09.12
~30.00
23.08.12
~10.00
Date Amount
----------------------
-----------------
2.75kWh
1kWh
2.50
kWh
Usage Now
22.09.12 ~10.00
14.09.12
~15.00
05.09.12
~30.00
23.08.12
~10.00
Date Amount
----------------------
-----------------
2.75kWh
1kWh
2.50
kWh
Usage Now
22.09.12 ~10.00
14.09.12
~15.00
05.09.12
~30.00
23.08.12
~10.00
Date Amount
----------------------
-----------------
2.75kWh
1kWh
2.50
kWh
Usage Now
22.09.12 ~10.00
14.09.12
~15.00
05.09.12
~30.00
23.08.12
~10.00
Date Amount
----------------------
-----------------
2.75kWh
1kWh
2.50
kWh
Usage Now
P
1.45 kW
kWh
Compare Day
-----------------
2.75kWh
1kWh
2.50
kWh
Today
Y'day
Usage Now
kWh
CO,Kg
Press this button to scroll through usage screens to view and compare the rate at which you are
spending your money on electricity: (£/h), through to your Carbon Emissions: (CO2Kg). The usage dials
must be programmed in 'Targets' via the 'Settings' screen. Note: when on these 'Usage' screens, the
LED light will only relate to your rate of usage:
Green = low rate of usage
Orange = medium rate of usage
Red = high rate of usage
You can set your usage rate 'Targets' of choice via the 'Settings' screen, see pages 12-13.
Energy Saving Challenge! – Check your usage dials
frequently and see if you can stay in the green - if you drop into orange
or red, try turning off some lights and put appliances on standby, and
see if you can get back into the green!
8
View your usage history
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Pressing the 'History' button on the 'Main Menu' will display the below screen, allowing you to view your energy
'History' over the last hour, day, week or month. You can choose to view your electricity usage in kWh, £/h (£ per hour)
or CO2Kg (Carbon Emissions).
Press this button to view your usage
in kWh, Cost (£ per hour) or CO2Kg
(Carbon Emissions)
Press this button to view your usage
hourly, daily, weekly, or monthly
Main Menu
Press this button to view the 'Usage'
screen. This button will only be seen
when kWh is showing in the top
right-hand side of the screen.
Usage Targets
To set usage targets,
go to 'Targets' via the
'Settings' screen and
select kWh, £/h or CO2.
See pages 12-13 for
details.
Main Menu
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Day Meter Reading
This is the total kWh used
at the day tariff rate
Night Meter Reading
This is the total kWh used
at the night tariff rate
View your meter readings
The ‘Usage’ screen displays the total kWh that has been
used through your meter at both your day & night rates.
These are your Meter Readings.
Main Menu
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View your tariff information
Traiff unit rates - time dependant*
Threshold billing
period start and end
times are shown here
Tariff and
region name*
Tariff unit rate shown in
bold next to the‘ ’ symbol,
is the tariff currently in use
Tariff unit rate
start times*
*These screens are examples only - tariff information and times shown here may vary. Time always displayed in 24hr clock format.
Standing
Charge*
Press the 'Tariff' button via the 'Main Menu' screen to tariff information. You can check the
name and region of your tariff, the unit rates, tariff start times and standing charge.
SOUT E7
SOUT E7
Tariff and
region name*
Main Menu
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View your messages
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The Message feature is on your in-home display so we can
send you updates and notications. Any price changes or
alterations to your tariff or smart meters, will be sent to your
inbox and the message icon with appear in the right-hand
corner of your in-home display screens.
Press the 'Message' button on the 'Main Menu'. The message screen will list your read and unread
messages, as shown below.
Unread messages
will appear in bold
Important notications will pop-up as shown above. In order
to close an important message, you need to press 'OK' to
acknowledge that you have read it. Less important notications
will also pop-up, but will disappear if ignored and show as an
unread envelope icon in the top right-hand corner of your
in-home display screens.
12
PaymentSetting
s
Histor
y
Messag
e
Tariff
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Tarif
f
Balance: ~25.00
Days Left: 2.5
P
22.09.12 ~10.00
14.09.12 ~15.00
05.09.12 ~30.00
23.08.12 ~10.00
Date Amount
----------------------
History
A/C
Account Info
P
1.45 kW
kWh
Compare Day
-----------------
2.75kWh
1kWh
2.50
kWh
Today
Y'day
Usage Now
Account
kWh
CO2Kg
~/h
Menu
Settings
i
On
On
Min
1Min
Info
Target
Sound
LEDs
Credit Alert Erase
Conrast
Network
Backlight
- - -
!
Electricity
Week
Month
Day
Menu
Updt On: 29.09.12 10:59
Info – press here to view
your electricity meter
serial number, top-up card
number and MPAN (meter
point reference number).
Targets – see page 13
Sound – press to switch on/off
LEDs – press to switch in-home
display LED lights on/off
Credit Alert – see page 13
Backlight – set the backlight screen to
stay on permanently, or to switch off
after 1 minute. The in-home display
screen light comes back on if you tap
the screen itself. (The light uses so little
energy to run, it would cost you less
than 20p a year if it was on all the time!)
Network – access denied
Erase – access denied
Contrast – press to lighten or darken screen
Settings
Contrast
Press the 'Settings' button via the 'Main Menu' screen to make simple
changes to the in-home display settings, including energy budgeting
features.
Lost or mislaid
your top-up cards?
You can top-up online using just
your electricty top-up card number.
You can access your top-up card
number here by pressing the info
button.
You can also use this infromation to
generate your own e-card online at:
www.utilita.co.uk/e-card
Your Settings
13
Your Settings
Settings
Targets Credit Alert
When your electricity meter drops to £2 credit, your in-home
display will sound an alarm. However you can set your own 'Low
Credit Alert' here, by clicking on the '£ amount' box and entering
the amount at which you would like to be notied. The LED will
be green if you have not used much of your limit, orange if you
are half way through and red if you have almost spent your limit.
Note: It is advised you do not set your 'Low Credit Alert' lower
than £1.00 as this may not leave enough time to top-up.
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Settings
LOW CREDIT ALERT
Set your low credit alert
~5.00
OK
Remaining
22.09.12 ~10.00
14.09.12
~15.00
05.09.12
~30.00
23.08.12 ~10.00
Date Amount
----------------------
History
A/C
P
1.45 kW
kWh
Compare Day
-----------------
2.75kWh
1kWh
2.50
kWh
Today
Y'day
Usage Now
Account
kWh
CO2Kg
~/h
Menu
Settings
i
On
On
Min
1Min
Conrast
Network
Backlight
- - -
!
Electricity
Week
Month
Day
Menu
22.09.12 ~10.00
14.09.12
~15.00
05.09.12
~30.00
23.08.12 ~10.00
Date Amount
----------------------
History
A/C
Account Info
P
1.45 kW
kWh
Compare Day
-----------------
2.75kWh
1kWh
2.50
kWh
Today
Y'day
Usage Now
Account
kWh
CO2Kg
~/h
Menu
Settings
i
1Min
Backlight
- - -
Electricity
Week
Month
Day
Menu
Note: When you press 'OK'
on the 'Targets' screen, you
will be asked to 'Conrm' or
'Edit' your changes before
you can save.
Settings
Targets
Per day
~5.00
OK
Please set your daily targets
Settings
LOW CREDIT ALERT
Set your low credit alert
~5.00
OK
Remaining
(£) Set a cost target – ensure the top right-hand button is showing
a '£' sign, press it until it shows. Then press the amount button and
enter the limit you want to spend in a day, then press 'OK'. If you
get close to exceeding this amount during the course of one day,
an alarm will sound to let you know.
(kWh) Set an eco target – ensure the top right-hand button is
showing a 'kWh' sign, press it until it shows. Then set your target
as above.
(CO2Kg) Set an eco target – ensure the top right-hand button is
showing a 'CO2Kg' sign, press it until it shows. Then set your target
as above.
Supply Status
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Supply Status
Supply status
Press this button to start a
Boost Period, then select
'Conrm' on the next screen.
Note: If you are already
using a a Boost Period, the
screen on the following page
will display, showing you the
status of your Boost Period
including what time it is due
to end.
Number of Boost Periods available
today. Note: Any Boost Periods used
will be available again from midnight
each day.
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Press the ‘Status’ button via the 'Account Information' screen to view the status of your electricity
supply. You can also view and control ‘Boost Periods’ on this screen.
Night - 'Switch 1' is the switch that
turns on at night; using electricity
at the ‘off-peak’ tariff rates.
Day - during the day, 'Switch 1'
will be off; ensuring you are using
'peak' electricity tariff rates.
You can check here to see whether
'Switch 1' is on or off - and what
time it is due to change.
Boost Periods will affect this, for
more information see page 15
Available - Boost Period(s) are available
Running - Boost Period is in use
Consumed - all daily Boost Periods have been used
For more information see page 15
Boost Periods
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Boost Periods
Press this button to ‘Stop’
a Boost Period at any time
while it is running
A- YES B - NO
Number of minutes left
of the Boost Period in use
Pressing the 'Boost' button turns on ‘Switch1’. When this is turned on
during ‘peak’ tariff times, any extra energy used to heat your home or
water will be charged at the peak tariff rate. If a Boost Period is started,
but no extra energy is used, it will not cost you anything.
1: If you are not currently using a Boost Period, the screen will
display the message: BOOST followed by the number of Boost
Periods left, followed by the message: A-YES B-NO.
2: If a Boost Period is already running, the screen will display the
number of minutes left of the Boost Period. Wait for the message:
STOP BOOST to display, followed by: A-YES B-NO.
Press the button to STOP the Boost Period.
Press to ignore.
To START a Boost Period press the button for 'YES'.
To ignore a Boost Period, press the button for 'NO'.
BOOST - 03
With Economy 7 meters there may be times you need more hot water
or a 'boost' to your heating, so a number of ‘Boost Periods’ are available
each day. They can be started from your in-home display on the 'Supply
Status' screen or from your electricity meter directly. Each Boost Period
provides extra energy for up to 60 minutes. If you choose to stop the
Boost Period before the 60 minute period has ended, that period will not
be available again - minutes do not roll over!
A- YES B - NO
34 minutes
B
A
A
B
Pressing on your electricity meter directly, will display the
status of your Boost Periods.
Controlling Boost Periods from your electricity meter
2
16
Minimum top-up
per meter
Maximum top-up
per meter
App £10 £175
At a PayPoint outlet £2 £45
Online £10 £175
By text message (SMS) £10 £175
By phone on 03452 068 333 £5 £50
Topping-up
Along with your meters you will also be issued with your own Smart Energy electricity top-up card, enabling you to
top-up your meters as and when you need to. Please keep these cards away from heat and strong magnetic elds as
this may stop them from working. If you move house in the future you will need to leave your cards behind at your
current property for the next occupants to use (see page 31). Your smart meter engineer will ensure your meter is
installed with positive credit, however you should top-up soon after before your credit runs out. Below are all the
ways you can keep your meter topped-up:
• Via our top-up app, available for free download at Apple and Android app stores
• At any PayPoint outlet (see page 17)
• Online at www.utilita.co.uk/top-up
• Text message (see page 19)
• Automated Top-Up Line 03452 068 333
• Monthly pre-pay direct debit plan - please call to discuss this on 03303 337 442
How much can I top-up?
Electricity
This card can only be used to buy electricity for your present address
9826003801187449038
Top-up online,
via mobile or
at any
PayP
oint outlet!
Topping-up
17
Topping-up
1. Take your electricity top-up card to any PayPoint outlet.
2. The retailer will process your payment and your top-up will be sent to your
meter automatically (like a text message).
3. You will be issued a receipt with a unique 20, 40 or 60 digit top-up code. You
can use this top-up code to manually enter the payment in to your in-home
display or meter if the top-up hasn't arrived automatically.
4. Your supply should be credited automatically, however in some cases it can
take up to 30 minutes to show your new balance on the in-home display
(if you are off supply, enter the top-up manually so you can restore supply
straight away, see page 20 for more details on how to do this).
5. Your electricity should now be topped-up, you can check this has been
successful on the in-home display, see page 6.
Topping-up at the shop
Note: If your top-up card does not swipe
at a PayPoint outlet, ask the retailer to do
it manually for you. They can type in the
19-digit top-up card number instead of
swiping the card. For replacement cards,
see page 31.
Lost or mislaid
your top-up cards?
No problem! - You can generate
your own free, digital version of
your top-up card containing a
barcode, which can be scanned at
any PayPoint outlet to top-up.
You can generate these
for free online at:
www.utilita.co.uk/e-card
18
Topping up online is easy-peasy!
To check that your money has been credited to your electricity meter, view
your in-home display default screen, or press the ‘Electricity’
button on the ‘Main Menu’ screen.
Top-up online
1. Go to www.utilita.co.uk/top-up
2. Select the supply you wish to top-up
3. Click on the top-up card that looks like yours
4. Enter the amount you wish to top-up
5. Enter your payment card details
6. Your payment will then be sent automatically to your meter and a
receipt will be sent to you via email or text message, however you
prefer!
Topping-up
19
First you need to make one online payment, see page 18. When you get to the payment page, make sure you
tick the 'SMS' box, then enter your mobile phone number in order to register your details.
Once you have registered your details:
text* UPAY followed by your top-up card number then the top-up amount to: 88010
N.B. please ensure you do NOT include a '£' sign. Ensure there is one space between each section of
information.
Example for £30:
Top-up via text message
The amount you have chosen to top-up by will be
automatically sent to your meter and you will receive a
text message receipt. The receipt will include a 20, 40 or
60 digit ‘Top-up Code‘, in case the top-up does not arrive
automatically; this will enable you to top-up manually - see
page 20 for more information.
UPAY 9826003801xxxxxxxxx 30
Type UPAY
(in capitals)
19 digit top-up
card number
Amount you
wish to top-up
(no £ sign)
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Topping-up
20
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Crediting your account manually
You will nd your top-up code on any receipt, whether
you receive it on paper, via text message or email. It
may be 20, 40 or 60 digits long.
XXXXX XXXXX XXXXX XXXXX
Note: You can accept 'Emergency Credit' here when this
button is displayed. For more information please see pages
22-23.
Topping-up
22.09.12 ~10.00
14.09.12
~15.00
05.09.12
~30.00
23.08.12
~10.00
----------------------
History
P
1.45 kW
kWh
Compare Day
-----------------
2.75kWh
1kWh
2.50
kWh
Today
Y'day
Usage Now
Account
kWh
CO2Kg
~/h
Menu
Week
Month
Day
Menu
If you have topped-up but your account has not credited automatically, you can manually
enter a top-up code into your in-home display. Press the 'Account' button on the 'Main Menu'
screen and a keypad will appear.
Enter the 20, 40 or 60 digit
'top-up code' from your
receipt, and then press 'Enter'.
We recommend you always
keep your receipts just in case
you need to do this.
1
2
21
Topping-up
E-Credit
If you have ignored notications that your credit is low or if you wish
to activate Emergency Credit early; press the 'E-Credit' button on the
'Payment' screen. The above screen will appear asking for you to accept
£10 of Emergency Credit. Press the 'E-Credit' button to activate it, or 'OK'
to go back.
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22.09.12 ~10.00
14.09.12
~15.00
05.09.12
~30.00
23.08.12
~10.00
Date Amount
----------------------
Warning
OK
E-Credit
LOW CREDIT 50p
Press 'OK' to ignore or
'E-Credit' to use Emergency Credit
!
22.09.12 ~10.00
14.09.12
~15.00
05.09.12
~30.00
23.08.12
~10.00
Date Amount
----------------------
Warning
OK
E-Credit
ELECTRICITY CREDIT ~0.00
Press 'OK' to ignore or
'E-Credit' to use Emergency Credit
!
By pressing the 'E-Credit' button, you are allowing permission for your
meter to enter Emergency Credit when/if your meter runs out of credit. To
check whether Emergency Credit has been activated, check the 'Account
Info' screens via the 'Main Menu' – then select 'Electricity', if you are in
Emergency Credit an 'E' will be visible in the left-hand corner of the screen,
see page 25.
22
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£10 of Emergency Credit is available when you need it, giving
you time to top-up online, via text message, over the phone,
on our Automated Top-Up Line or at any PayPoint outlet. It is
important to remember you will need to repay the Emergency
Credit you use as well as topping-up your meter in to at least
£1.00 of positive credit, next time you top-up.
If you run low on credit, your meter will display an alert to let
you know, the LED will turn red and the screen to the left will be
displayed. To accept the use of £10 Emergency Credit, you will
need to press the ‘E-Credit’ button. The alert will leave enough
time for you to top-up your meter however, if you do not
top-up in this time period, you will be alerted again, giving you
another option to access Emergency Credit. If you keep pressing
‘OK’ without making a payment, or you ignore these alerts
altogether, your supply will eventually go off outside of Friendly
Credit hours (depending on your energy usage).
Note: You can also activate Emergency Credit via the 'Account'
screen – see page 20-21.
Emergency Credit
Emergency
Credit Available
Friendly Credit
Available
Mon – Fri 10am* – 4pm* Yes No
Mon – Fri 4pm* – 10am* Yes Yes
Sat & Sun & bank hols Yes Yes
When is Friendly & Emergency Credit available?
Remember! – if you have lost power, you
must top-up all Emergency and Friendly
Credit plus at least £1.00 of positive
credit, in order to restore your power.
22.09.12 ~10.00
14.09.12
~15.00
05.09.12
~30.00
23.08.12
~10.00
Date Amount
----------------------
Warning
OK
E-Credit
ELECTRICITY CREDIT ~0.00
Press 'OK' to ignore or
'E-Credit' to use Emergency Credit
!
*This may be subject to change
Emergency Credit
23
Emergency Credit
Remember! The next time you buy electricity, you will
need to pay off the EMERGENCY CREDIT, and any FRIENDLY
CREDIT you have used. It will be deducted from your
payment. Your meter must also go back into positive
credit by at least £1 for the meter to work again.
For example: if you have used all of your Emergency
Credit and used £4 of Friendly Credit, your balance will be
-£14. You will need to top-up the meter by at least £15.
(£10 to pay off the Emergency Credit, £4 to pay off the
Friendly Credit and £1 to get the meter going).
Note: You only pay back Emergency & Friendly Credit you
have used, there is no extra charge to use these features.
What happens if my
Emergency Credit runs out?
If your Emergency Credit runs out during the week
after 4pm*, your supplies will NOT go off until 10am*
the following day. This will give you enough time to
top-up your gas and/or electricity.
If your Emergency Credit runs out after 4pm* on a
Friday, your supplies WILL NOT go off until 10am* the
following Monday (or the day after, if it’s a Bank
Holiday). This extra emergency supply is called
‘Friendly Credit’.
*This may be subject to change
24
Friendly Credit OverFriendly Credit Started
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Friendly Credit
Settings
LOW CREDIT ALERT
Set your low credit alert
~5.00
OK
Remaining
Your supply will switch off at 10.00
Settings
LOW CREDIT ALERT
Set your low credit alert
~5.00
OK
Remaining
(ends Mon 26.11.12 at 10.00)
Your supply will switch off at 10.00
Friendly Credit
If your credit is running low within the period Friendly
Credit is available, an alert will appear on your in-home
display and the above screen will be displayed. You will
automatically be in Friendly Credit once your credit runs
out; to bypass the screen press ‘OK’.
If you have not topped-up over the weekend or evening,
your in-home display will show this alert to let you know
what time your supply is due to go off. To stop the alert,
press ‘OK’. Press 'Top-up' to go to the 'Account Info'
screen where you can enter a top-up code or accept
Emergency Credit (if available).
Our smart meters offer a 'Friendly Credit' feature so you never lose supply during evenings, weekends and
bank holidays. Our meters enter 'Friendly Credit' mode everyday between 4pm* and 10am* the next working
day. During these hours you will not lose supply, even if Emergency Credit has not been activated, or has run
out. There is no charge to use the ‘Friendly Credit’ feature; you will only need to repay what has been used.
*This may be subject to change
25
Friendly Credit
Check Credit Status
This 'E' on the 'Account Info' screen shows here if you are
in Emergency credit. When your meter goes in to 'Friendly
Credit' mode each day, an 'F' will show here (even if
you're in Emergency Credit). 'P' means the meter is in
normal prepayment mode.
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How can I check if I’m in Emergency or Friendly Credit?
And how much do I need to repay?
To know how much you need to repay to get back
into credit, refer to the screen on the left. If you
owe anything, your balance will show as a negative
gure. You will need to repay that amount and an
additional £1, so you go back into positive credit.
Note: be aware that any separate debts applied
to your meter, for example, replacement card
charges etc, which are reclaimed at a pre-agreed
percentage, may also be taken from each top-up.
E
26
How to manually enter a top-up code
via the electricity keypad
Using the electricity meter keypad
We recommend using your in-home display for convenience but you can also access your electrcity account
information and meter functions via your electricity meter directly (except in the event of a power cut!). You can view
your account balance and usage information, enter top-up codes, accept Emergency Credit and restore your supply
after a loss of power. The electricity meter is usually located in a cupboard, hallway or a meter box outside. It is a good
idea to familiarise yourself with its location (and where the key to any outside meter box is) in case you need to access
the electricity meter's keypad during a loss of power.
When you press a button on the keypad,
information will scroll here on the meter
screen. Each number brings up different
information, detailed on pages 28-29.
Press the button and the message VEND MODE will display.
When you have nished entering the entire top-up code, press
the button. If the manual top-up has been successful, the
screen
Enter your 20, 40 or 60 digit top-up code.*
If the meter displays the message: REJECTED, one of the following
message will display:
DUPLICATE - The top-up has already credited the meter.
INCORRECT - The top-up code has been entered incorrectly.
INCOMPLETE - You have not entered enough digits.
A
B
Electricty Meter
*If you type a digit incorrectly, you can press A to delete.
27
Electricity Meter
Electricity Meter
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Restoring your electricity supply
If your meter runs out of credit and your supply turns off, you will need to top-up your electricity balance so it is
in positive credit of at least £1.00. For safety reasons, it will require someone to be at your property to switch the
electricity back on.
Balance: ~25.00
Days Left: 2.5
P
22.09.12 ~10.00
14.09.12 ~15.00
05.09.12 ~30.00
23.08.12 ~10.00
Date Amount
----------------------
History
A/C
Account Info
P
1.45 kW
kWh
Compare Day
-----------------
2.75kWh
1kWh
2.50
kWh
Today
Y'day
Usage Now
Account
kWh
CO2Kg
~/h
Menu
Settings
i
On
On
Min
1Min
Info
Target
Sound
LEDs
Credit Alert Erase
Conrast
Network
Backlight
- - -
!
Balance: ~25.00
Days Left: 2.5
22.09.12 ~10.00
14.09.12
~15.00
05.09.12
~30.00
23.08.12
~10.00
Date Amount
----------------------
History
Account Info
!
SUPPLY OFF
Emergency Credit
~0.00
Minimum top-up
~0.00
Restore
Electricity
Tariff
Menu
~20.05 for first 10 kWh
~0.10 thereafter
~0.05 for first 15kWh
~0.10 thereafter
~0.15 for the first 10kWh
Smart Energy - NORWEB
- - - - - - - - - - - - - - - - - - - - - - - - - - - - 17:00
- - - - - - - - - - - - - - - - - - - - - - - - - - - - 18:00
Week
Month
Day
Menu
Updt On: 29.09.12 10:59
press a connect
Press the button and the message: PRESS B will display,
followed by the message: CONFIRM
Press the button and the message: PRESS A will display,
followed by the message: CONNECT
Press the button and your electricity will be restored.
A
A
B
In-Home Display
Once you have topped-up, if your in-home display is working on
2 x AAA batteries, press the 'Power On' button and you will see
the above screen. Press 'Restore' to turn your supply back on. If
you do not have any working batteries, you will need to switch the
electricity back on via your electricity meter directly.
28
Electricity Meter
x 1 Cost of energy used so far today
x 2 Cost of energy used yesterday
Daily Energy Cost
Boost Periods
Weekly/Monthly Energy Cost
x 1 View & control Boost Periods
x 1 Cost of energy used so far this week
x 2 Cost of energy used last week
x 3 Cost of energy used so far this month
x 4 Cost of energy used last month
Press
Press
Press
Electricity meter keypad button functions
Each button on your electricity meter keypad allows you
to access different information about your energy usage.
The information available and the number of button
presses needed are shown here:
1
3
2
x1 Meter Mode
Balance
Using now (kWh)
Cost now (£/hr)
Days left (estimate based on recent usage)
Friendly Credit status
Once for Account Information
Press
Note: Most information is shown over 2 screens - rst showing the
information title; then the information recorded by the meter:
E.g. BALANCE then £11.29
Once the initial information has displayed, it will continue to scroll
through further information and will then default to show your
'Account Information'.
B
29
Electricity Meter
x 1 Emergency Credit status
x 2 Amount of Emergency Credit to repay
x 1 Day Import kWh (meter read)
x 2 Night Import kWh (meter read)
x 3 Total Import kWh
x 4 Export kWh
x 5 Import kVArh*
x 6 Export kVArh*
x 1 Friendly Credit status
x 1 Display Test
x 2 Time
x 3 Date
x 4 Load (Using now kW)
x5 CO2 Usage (Kg)
Friendly Credit Status
General Information
Import/Export Data (Inc. Meter Reads)
Emergency Credit/Debt
Press
Press
Press
Press
8
0
9
7
Debt Information
Tariff Information
Press
Press
x 1 Debt information
x 1 Tariff Name
x 2 Active Tariff Unit Rate
x 3 Standing Charge
x 4 Day Tariff Unit Rate
x 5 Night Tariff Unit Rate
5
6
Monthly kWh
x 1 kWh usage last month
x 2 kWh usage 2 months ago
x 3 Continue pressing to view up to 12 months
Press
4
*Reactive Power (kVArh) is the difference between working power (active power measured in
kW) and total power consumed (apparent power measured in kVA).
30
Energy Saving
Our staff are fully trained to offer free and impartial advice on using energy efciently in and around your
home, helping you save even more. Changing your energy usage habits to reduce your usage could save
you more money than by switching supplier alone, so have a look at the ways you use your electricity to
see if you could reduce your usage!
Visit www.utilita.co.uk to nd out more about saving energy in your home.
Follow us on Twitter @UtilitaEnergy to receive daily energy saving tips,
updates and offers.
Visit us on Facebook at Utilita Energy for more ideas and tips on how to
use energy efciently.
Energy Saving Challenge! – take a note of
how much you have spent on electricity in a week.
Download a usage pack from our website
www.utilita.co.uk/save-energy
Follow our energy saving tips for the following
week and see how much you save!
Energy Saving
31
Useful Info
Moving home?
If you are planning to move house, please contact our Welcome Team on 03452 068 777 to advise us of your plans and
arrange for any credit to be refunded. If you do not contact us, we may not know to issue any refund due. Please leave
this booklet and your top-up card for the next occupier, so they can get in touch about topping-up their meter.
Lost your card?
Don’t worry – your cards cannot be used with any other meter and if you lose them, you do not lose any money. If
you have lost a card just contact our Customer Care Team on 03303 337 442 to report the loss and they will arrange
for a new one to be sent to you (a small charge may be applicable) or request a FREE e-card (see below). You will
also be given your 19-digit electricity top-up card number in the meantime, which you can use to top-up at any
PayPoint outlet, on your mobile, via text message, or online. It may be useful to keep a record of your card number,
we've left a space for this number on the back of this user guide.
Generating your own top-up e-card
In the event you lose your electricity top-up card, we are able to send you a free electronic version of your top-up
card via email. This can be easily generated online by visiting www.utilita.co.uk/e-card
All you will need is your electricity meter serial number (instructions on where to nd these are supplied online),
and an email address. This will generate and email you back a visual copy of your electricity top-up card, including
your unique top-up card number and barcode, which can be scanned at any PayPoint outlet. We recommend every
customer generates their own top-up e-card, just in case you need them in the future!
32
Got a problem?
My top-up isn’t crediting my meter?
Problem – You have topped-up and been issued with a receipt, but the in-home display is not showing the credit on your balance,
however your electricity meter is. The Signal icon in the top left-hand corner may also have a strike through it.
Home Network issue (HAN) – You most likely have a ‘Home Network’ issue. The in-home display works like a mobile phone
with a signal and like a mobile phone, signal can drop out from time to time, meaning the in-home display is not receiving
information properly from the electricity meter which is why the display balances are different.
What should I do? – Simply pick up your in-home display and move it closer to the electricity meter. Watch the signal icon in the
top left-hand corner of the screen and you should be able to see the strike-through disappear. Once a signal has been found the
in-home display will automatically update itself.
Problem – You have topped-up and been issued with a receipt, but neither the in-home display or the electricity meter is showing
the credit on your balance.
Remote Communication issue (WAN) – You may have what we call a ‘Wide Area Network’ issue (WAN). This is where there is
insufcient signal for your in-home display and meters to pick up. Like a mobile phone, your in-home display and electricity meter
require a signal in order to receive information remotely. On the front of the electricity meter there is the word ‘WAN’, if the LED
light above this is constant and not ashing then it is highly likely you have this issue.
What should I do? – If this is the issue, you will need to continue topping-up your meter manually. There isn’t anything you can
do, other than wait for a signal to be established.
Good Signal Bad Signal No SignalGood Signal Bad Signal No Signal
Got a Problem?
33
Got a Problem?
Loss of supply – I’ve topped-up but my power hasn’t been restored
Problem – You have topped-up but the power has not come back on and your balance is not in credit.
Debt on the meter – You may have a debt on your meter, which is either Emergency Credit for repayment or an existing debt
being reclaimed as a percentage of your top-up.
What should I do? – Check your balance by pressing the ‘Electricity’ box on the ‘Main Menu’ screen, in order for power to be
restored you must be in credit by at least £1.00.
Problem – You have topped-up but the power has not come back on, both your in-home display and electricity meter are not
displaying anything.
Power cut – It is possible there may be a power cut in your area. The electricity meter will always show a display so if this is off,
you are most likely experiencing a grid power cut.
What should I do? – There is nothing you can do, power is usually restored quickly by your electricity Distribution Network
Operator (DNO) - you can contact them directly by phone or check online for progress updates regading the restoration of your
supply.
Problem – You have topped-up but your power has not come back on.
Restore Power screen not confirmed – It could be that you have not conrmed the in-home display ‘Restore Supply’ screen.
When you top-up after your supply has gone off it will not automatically come back on; it requires someone to be in the property to
switch the electricity back on via the in-home display or electricity meter for safety reasons.
What should I do? – You can restore your power via the in-home display or the electricity meter itself. To restore it via the inhome display, ensure it has working AAA batteries inside and switch on the handset (see page 5). The screen will ask if you wish to
restore power, press ‘OK’ and your power should come back on. If you are unable to do this you can use the electricity meter. Go to
the electricity meter keypad and press ‘A’ to connect and then ‘B’ to restore power – see page 27.
34
Problem – You have entered your 20, 40, or 60 digit
vend code but when you press ‘Enter’, the screen shows
the above notication.
Duplicate Code – The vend code you have entered
has been entered before. You may be referring to an old
receipt or entered the code again believing it has not
gone on the rst time.
What should I do? – Check if your top-up has already
credited and shows up as a previous vend, if not, ensure
you have the correct vend code and re-enter.
Problem – You have entered your 20, 40, or 60 digit
vend code but when you press 'Enter’, the screen shows
the above notication.
Incorrect Code – You have entered the vend code
incorrectly, either you have missed off a digit or mistyped
a number.
What should I do? – Re-enter the vend code correctly
and press ‘Enter’.
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My manually entered top-up code is being rejected
22.09.12 ~10.00
14.09.12 ~15.00
05.09.12 ~30.00
23.08.12 ~10.00
Date Amount
----------------------
Warning
OK
E-Credit
LOW CREDIT 50p
Press 'OK' to ignore or
'E-Credit' to use Emergency Credit
!
22.09.12 ~10.00
14.09.12
~15.00
05.09.12
~30.00
23.08.12
~10.00
Date Amount
----------------------
Warning
OK
E-Credit
ELECTRICITY CREDIT ~0.00
Press 'OK' to ignore or
'E-Credit' to use Emergency Credit
!
22.09.12 ~10.00
14.09.12
~15.00
05.09.12
~30.00
23.08.12
~10.00
Date Amount
----------------------
Warning
Transaction Failed
Code has already been used
!
Try Again
22.09.12 ~10.00
14.09.12
~15.00
05.09.12
~30.00
23.08.12
~10.00
Date Amount
----------------------
Warning
Transaction Failed
Code has been entered incorrectly
!
Try Again
22.09.12 ~10.00
14.09.12
~15.00
05.09.12
~30.00
23.08.12
~10.00
Date Amount
----------------------
Warning
OK
E-Credit
ELECTRICITY CREDIT ~0.00
Press 'OK' to ignore or
'E-Credit' to use Emergency Credit
!
22.09.12 ~10.00
14.09.12
~15.00
05.09.12
~30.00
23.08.12
~10.00
Date Amount
----------------------
Warning
Transaction Failed
Code has been entered incorrectly
!
Try Again
Got a Problem?
35
Got a Problem?
Reasons for rejections
The most common reasons for top-up code rejections are listed and explained below:
Rejected – Duplicate: The code you are entering has already been accepted on the meter.
Rejected – Incorrect: You have entered the vend code incorrectly, either you have mistyped or missed off a digit.
Rejected – Incomplete: The vend code must be either 20, 40 or 60 digits long, you may have missed off or added on an extra digit.
Rejected – Invalid: You have entered the vend code incorrectly, either you have mistyped or missed off a digit.
Rejected – Key Lock: The vend code has been entered incorrectly too many times. Please contact our Customer Care Team.
Still experiencing problems?
If you are still experiencing problems, please contact our Customer Care Team on 03303 337 442.
In the event of loss of supply please call our Emergency Line on 03452 068 999.
Please be aware: We will not be able to help you quickly if you enquire about loss of supply via email, as we may not be able to get
back to you for 5 working days. It is best to call our Emergency Line where a Customer Care Advisor can get you back on supply.
Your Notes
36
Notes
38
Opening Hours:
8:00am – 8:00pm Mon – Fri
8:00am – 5:00pm Sat
9:00am – 5:00pm Sun
Emergency Line: 03452 068 999
Customer Care Team: 03303 337 442
Opening Hours:
8:00am – 10:00pm every day
NEED HELP?
Hopefully all of your questions will be answered in this user guide, but if
you are still experiencing difculties our Customer Care Team can help:
Version 1.1
Utilita Energy Limited Copyright 2015
Registered in England & Wales Company Number: 04849181
Utilita Energy Limited, Secure House, Moorside Road, Winchester, SO23 7RX
www.utilita.co.uk
www.utilita.co.uk/contact-us
TOP-UP CARDS
We advise you write down your unique 19 digit electricity top-up
card number here, in the event your card is lost or damaged. This
number is printed along the front of your blue top-up card and
can be used to top-up online, over the phone, via text message,
as well as at any PayPoint outlet:
Electricity Card Number ...........................................................
Generate your own top-up e-card
www.utilita.co.uk/e-card
(In the event you lose your electricity top-card, you can also
generate a free, digital version which can be scanned at any
PayPoint outlet and is unique to your meter - it’s quick, easy and
free! For further instructions see page 30 of this guide.)
03 numbers are UK wide numbers
that are charged in the same way
as 01 and 02 numbers.
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