Problems getting to or topping up your prepayment meter

Coronavirus – if you can’t top up your prepayment meter

Tell your supplier if you can’t get to a shop to top up because you’re ill with coronavirus or following guidance to ‘self-isolate’. You’ll find their contact details on their website or on your bill.

They’ll try to help you find other ways to keep your energy supply connected. For example:

let someone else top up for you
add funds to your account
send you a pre-loaded top-up card
You’ll need to pay back any credit your supplier gives you – ask them when and how you’ll need to do this.

If your meter is outside and it’s safe for you to get to it, it’s a good idea to leave it unlocked. This means someone else could top it up for you.

This information is from the Citizens Advice Bureau