Shell Gas prepayment issue - Not received credit - Help needed.

SaitenMar

Hi folks, 

I need some help. We have electricity and gas on prepayment using a smart meter with Shell Energy and noticed yesterday morning that our gas was running a bit low so we put on £20 using the online Shell top-up page. However last night we discovered that the £20 wasn't showing up in the smart meter and that it had gone into emergency credit. We checked the top-up page online and could see that the payment went through successfully I even tried putting in the code shown on the receipt and put that into the smart meter display but that didn't work either. 

This morning we tried to get in touch with Shell Energy using the contact number on their website and they are closed which baffles me, the whole service is an absolute joke. Right now we have stopped using heating and barely trying to use any gas at the moment to help us not go into emergency credit too much. What's worse is that there's cold weather on the way and I have arthritis so the heating is essential, it couldn't have happened at a worse time. I've tried looking online for help but found nothing of use. 

Does anyone know how we might be able to fix this issue? They've taken £20 of us without putting it on our gas and we can't seem to get any help from Shell. 

Gerry1

You're being moved over to Octopus who are far more helpful.  Try contacting them: they have 24-hour emergency support.

https://octopus.energy/blog/power-cut/#prepaymentpoweroff

QrizB

SaitenMar said:

We have electricity and gas on prepayment using a smart meter with Shell Energy and noticed yesterday morning that our gas was running a bit low so we put on £20 using the online Shell top-up page. However last night we discovered that the £20 wasn't showing up in the smart meter and that it had gone into emergency credit. We checked the top-up page online and could see that the payment went through successfully I even tried putting in the code shown on the receipt and put that into the smart meter display but that didn't work either.

I would guess its a temporary communications issue between Shell's back-end systems (which,as stated, are being taken over by Octopus) and your smart meter.
I agree with Gerry1 that you should give Octopus a call. They're usually pretty good.

tifo

You can add the credit to the meter using the vend code given when you topped up, mine is 20 digits. I've had to do it many times, last time a few days ago.

SaitenMar

Hi folks, wanted to provide a quick update. We've been able to get the issue fixed after ringing up Shell Energy this morning. We had to put the 20-digit code into the gas meter itself because it wouldn't work on the smart meter and the smart meter itself might be faulty. The gas meter is in a difficult spot so putting in the code took a good while. 

If it happens again we have to report it. Thanks for the help folks. 

Gerry1

Thanks for coming back, many posters don't have the courtesy to do so.

Note that the gas meter on the wall is the smart meter: the portable unit is the In Home Device (IHD).