EDF PAYG top-up telephone line

AstonSmith

Does anyone know what the telephone number to top up a PAYG smart meter is?

I found one that ends in 7111, but when I ring it it says it's no longer in use, call the general number ending in 9950. When I ring that, none of the options seem to lead to a top up option. The closest one was 2 (find out your balance, make a payment), but after I went through with that, no top up code was sent.

I've already tried the app, it just says "Something went wrong. We couldn't load your meter details. Please try again." The website says "There's a problem. We had a problem communicating with our systems so some information and services may not be available. Please try again later".

I have exactly £0.26 left in the meter.

QrizB

According to EDF's website, if you call the 9950 number during working hours (Monday to Thursday 9am - 5pm and Friday 9am - 4pm) you'll be able to speak to a human being, rather than the automated system.

Can you get through the next 36 hours on emergency credit?

AstonSmith

https://forums.moneysavingexpert.com/discussion/comment/82164883#Comment_82164883

The meter did show an alert and offer the emergency credit, which I pressed a button to accept. I think I'm on the friendly hours at the moment though, so I'm hoping to get to Monday without a power cut. The smart meter was only fitted on Thursday.

But I was hoping to find a 24/7 automated line like the 7111 number seemed to be. Is it no longer an option?

FrugaiMacDugal

''The smart meter was only fitted on Thursday.''

Looks like EDF system not updated with new meter details yet.

QrizB

https://forums.moneysavingexpert.com/discussion/comment/82164957#Comment_82164957

Yes, that's a definite possibility.

AstonSmith

How can I tell if that's so? How long does it take to update and what should I do about topping up in the meantime?

I currently have from EDF:

• A text message saying smart PAYG is now live
• An e-mail with a Top Up ID number and an instruction to use it asap (which is how I ended up topping up via a customer service person)*
• A text message saying the balance is very low
• An e-mail saying the balance is below £1
• A balance on the website, but not the app
• Usage figures in both the app and website

*interestingly this e-mail has another number which I might try

Update 13/10/26

The reason the online top up section wasn't working was due to the old key meter still being shown as active in the account, alongside the new one. After I pointed it out, they removed the old meter from the account, and online/app top ups became active.

It was a bit hair-raising when all the emergency credit was used and the balance went negative!

And to answer my original question: the number is the 9950 one, however if their system doesn't detect the smart meter, it instead goes to "pay your credit meter bill" rather than top up mode.