gas 'supply off'

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  • JoeSoap's Avatar
    Level 91

    When I researched your meter I came to the conclusion it's a smart meter that can work in PAYG and Credit mode. I think you may have lost supply due to there being no credit on the meter before it was switched to credit mode (perhaps due to the balance being transferred to your electric account) and now it needs to be reset. We need to find out how to reset it.

    If you want to tag someone in particular you can either just click on 'Reply' at the bottom of the post you want to respond to or you can type their forum name with an @ in front. That will alert them to your post.

    So, I will tag @DebF_EONNext and @theunknowntech to request they kindly look at your post with photo above and see if we can get you some advice here.
    Last edited by JoeSoap; 04-10-23 at 09:58. Reason: Added a bit.
    I'm an Eon Next dual fuel customer with no particular expertise but have some time on my hands that I am using to try and help out a bit.
  • DebF_EONNext's Avatar
    Community Team
    Hey @sisiphus,

    Lets try this and see if we can get you back on supply this way, these are the instructions for connecting SPAYG.

    Before trying these steps please make sure all of the gas is completely turned off including the boiler and the hob. Once it's off wait a few minutes for any excess gas to leave the pipes. If you try to reconnect before doing this the gas valve may keep closing and disconnecting the meter for safety.
    Once you have done this the instructions for your meter type are:

    Press ‘B’ on your meter, then press ‘A’ and then ‘B’ again fingers crossed this gets you connected again 😊
    Last edited by DebF_EONNext; 04-10-23 at 10:33. Reason: more info
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  • meldrewreborn's Avatar
    Level 90

    Opening the taps on the appliances with the main gas valve (pre meter) turned off will allow the pressure in the pipes to become equalised to ambient atmospheric pressure. Its important that everybody understands that there is still gas in the pipes and normal safety procedures need to still be applied.
    Current Eon Next and EDF customer, ex Zog and Symbio. Don't think dual fuel saves money and don't like smart meters. Chronologically Gifted. If I offend let me know by private message, but I’ll continue to express my opinions nonetheless.
  • JoeSoap's Avatar
    Level 91
    @JoeSoap thank you so much.

    You're welcome. Hope it all works out. Try opening some gas taps on the hob or something to relieve the pressure in the pipes before resetting the meter as @meldrewreborn suggested above.

    Also, in case you’re wondering (like I was), where the advice from @DebF_EONNext about how to reset your meter has gone, it is now the first answer after your initial post on this thread.
    Last edited by JoeSoap; 04-10-23 at 14:22. Reason: Added last paragraph
  • sisiphus's Avatar
    Level 5
    Hello Deb
    Thanks for your suggestion but the B/A/B thing had no effect. I have checked that the main supply is on - the level is parallet with the pipe.
    I have noticed that there is an exclamation mark on the smartmeter as well as saying the supply is off. There is no relevant message - I have looked.
    Although one of the Eon people I've been dealing with says that he has closed my complaint, I do not agree that this is correct as I have no gas supply and both main meter and smart meter record this.
    I hope that the photos aer attached, I can't see them
    I also have no idea how to post on to the thread I hope this reaches you. I will send to Joe Soap too as he was very helpful!
    Attached Images Attached Images     
  • sisiphus's Avatar
    Level 5
    Hello Joe!
    I have no idea how to add to the post.this looks as if it will reach you. I've sent to deb Eon too. Many thanks for your helpfulness. I know it is confusing there is also the little matter of someone else's £1K debt that I was paying off!! THat has allegedly been returned to me and the complaint therefore closed which I am not happy about - I want some gas for my standing charges please.!

    Alas the buttons BAB thing didnt work.
    Maybe the exclamation mark is significant on the smartscreen? There are no messages waiting.
    The main gas is on, the lever is parallel to the pipe.
    Well you were very helpful I do not wish to encroach on your weekend but any thoughts gratefully received.
    Many thanks
    Attached Images Attached Images     
  • JoeSoap's Avatar
    Level 91

    Sorry I can't be of much help with this. Now that you have posted some photos I can try tagging @theunknowntech again who may be able to read through the thread and offer some advice here.
  • Lee_EONNext's Avatar
    Community Team
    @sisiphus With regards to the complaint, if you consider this unresolved your complaint should remain open.

    Has there been any movement with the Energy Specialist your speaking too? Have you spoken to someone different during all of this?
    Did you know that we're open 24/7 across our Social Media Channels? There are lots of ways to contact us over