Prepayment meter completely blank!

Helen_

We had a power surge two weeks ago and my prepayment electric meter turned blank. It does not respond if I put the key in or press any buttons. I rang octopus and they said they would have to replace it with a smart prepayment meter and would contact me that week or the next week to arrange to install it. I haven't had any phone call. They don't seem to be taking it seriously as I still have power but I am extremely concerned because what happens if I run out of electric on the meter and my power goes off. This could happen in the middle of the night or over Christmas. Surely they should be considering it as high priority if the screen is blank?

MattMattMattUK

Helen_ said:

We had a power surge two weeks ago and my prepayment electric meter turned blank. It does not respond if I put the key in or press any buttons. I rang octopus and they said they would have to replace it with a smart prepayment meter and would contact me that week or the next week to arrange to install it. I haven't had any phone call. They don't seem to be taking it seriously as I still have power but I am extremely concerned because what happens if I run out of electric on the meter and my power goes off. This could happen in the middle of the night or over Christmas. Surely they should be considering it as high priority if the screen is blank?

The meter is dead and cannot run out of electricity, as you have power you will not be a priority and depending on the area there are backlogs with getting meters installed at the moment. If your power does cut off you phone them and they will have an engineer with you within 24 hours maximum, usually quicker. 

Helen_

When I spoke to octopus they said something like "as long as you still have electric on your meter it won't turn off" which made me think it could go off if it runs out. They also said it would be 3 hours but I don't imagine this would be the case late at night or Christmas day for example?

EssexHebridean

Helen_ said:

When I spoke to octopus they said something like "as long as you still have electric on your meter it won't turn off" which made me think it could go off if it runs out. They also said it would be 3 hours but I don't imagine this would be the case late at night or Christmas day for example?

I think what they mean is that as long as you had credit on the meter when it went blank, it won't run out, although I can certainly understand why you are worried. 

MultiFuelBurner

In this instance do they try and put a retroactive charge on the meter when exchanged or is the electricity free until the meter is replaced?

MattMattMattUK

As above from Essex, but also there are teams on standby at all hours of the day to cover emergencies, they are different to the normal teams and operate whether it is day, night, Christmas, Easter, bank holidays etc. In some cases they will (legally) bypass the requirement for a meter on a temporary basis, until a replacement can be fitted, other times they can fit a new meter. 

One thing to keep in mind, the energy provider can bill you for estimated energy usage whilst a meter is not working, they do not always do it, it would be based on your normal usage, so make sure that for the period of not having a functioning meter you are still putting the money to one side that you would normally use to top up the meter. 

imeach

MultiFuelBurner said:

In this instance do they try and put a retroactive charge on the meter when exchanged or is the electricity free until the meter is replaced?

Normally free, which is why most people who have a blank screen, don't push the suppliers too much once they have told them it's blank