[Stuary]

So it’s been nearly a month since I had a new meter fitted and still haven’t recieved a card to top up with..have had to bust several shops and use numerous cards after calling and being given a temporary code any ideas ?

[theunknowntech]

Hiya!

Could you show me some photos of your meter(s) please? If it's a Smart Meter, then I'm afraid you probably can't get a key/card from a shop as they only usually have stocks for traditional meters. However, you should still be able to top-up online or over the phone and have the credit sent to the meters remotely.

If it is a traditional meter though, it should be possible to pick up a new key/card from a shop and then call customer service to request a TAG Code which activates one hour after being generated. You can then take that code and the new key/card back to any top-up shop and hand both to the shop assistant so they can link them. You'll then need to take the key/card back home and pop it into the meter following the instructions provided, so that it gets registered.

If you can show me some photos of the meter itself, I can advise further.

Thanks

[theunknowntech]

Ah yes, that number sounds like it might have been a UTRN, or Unique Top-Up Reference Number. These are designed to be single-use for security reasons, mainly to prevent fraud and energy theft because otherwise someone could get "unlimited" top-up credits.

Have you sent Beki a PM by any chance? You can use this link if you're having trouble finding the button. Beki has a lot more access to your account than I ever will as a forum volunteer, since I can't access any accounts myself.

[Beki]

Hey there @Stuary, Beki here. Are you currently on supply? Would you be able to pop me a message and I can get a prepayment specialist to have a look and see what is going on? It may just be that your card is delayed in the post as they arrive by Royal Mail. Looking forward to hearing from you.

[Stuary]

Hi so I have called a few times and got a number etc and topped up but the number only works once , every time I call I’m told the previous person never requested a card to be sent..meter’s were fitted a month ago so unsure as to what’s going on really