Smart Meter
Guide
How do my
meters work?
Introducing...
Oakstaff & Periwinkle
Your companions through
your energy smart meter
guide
3
Introduction 4
What is Smart pay-as-you-go?
Your Meters 5-7
In-Home Display 6-7
Account Status 8-9
How does my In-Home Display work? How do I view my balance?
Main Menu 10-17
How do I view my previous usage? Message notifications
Can I use the meter to budget for my energy usage?
Topping-Up 18-21
How do I top-up?
How do I view my previous top-ups?
Emergency & Friendly Credit 22-25
Electricity Meter 26-28
Gas Meter 29-30
Loss of Supply 31-33
I’ve lost power and need to top-up, what do I do? What if my gas supply goes off?
Energy Saving 34
Moving Home 35
Problems 36-39
Why have I lost power, what do I do?
Why is my top-up not crediting my meter? What if my top-up doesn’t go on? - manual top-ups
Contact 40
4
Smart Pay-as-you-go is Co-operative Energy’s smart meter prepayment solution.
As well as our competitive prepayment Smart tariff Smart Pay-as-you-go gives you some useful features: • Emergency credit
• Friendly credit
• Easy and convenient remote top-ups
We have designed our Smart Pay-as-you-go solution with you in mind to give you convenient control over your home energy usage. Your In-Home Display acts as an energy monitor allowing you to see how much energy you are using, when you are using it and how much it is costing you. Your meter installer will have found a suitable working position for your In-Home Display so that you can keep an eye on your energy usage. For maximum benefit, it’s best to keep your In-Home Display where it is installed and leave it plugged in at all times.
What is Smart Pay-as-you-go?
Introduction This is the handset That’s really... REALLY SMART!
5
Your Smart Meter System
Your MetersYour IHD communicates with your electricity meter so it can tell you exactly what’s going on. It will usually be placed somewhere where there is a good signal, by the installer.
The Electricity Meter records how much electricity you are using. It will usually be found in a cupboard or hallway. You may need to access the keypad in the event of loss of power so it will usually be in an accessible location.
Your In-Home Display The Electricity Meter
This is the
handset This is
the electricity
6
Your In-Home Display has a touch screen and gives you quick access to the status of your meters and balances. It should be plugged into the mains at all times.
Your In-Home Display
In-Home Display
P
A/C HistoryP
1.45 kW kWh kWh CO2Kg ~/h Menu Settings i 1Min Info Target - - - Backlight Electricity Electricity - view your balance and days leftSignal Date Message notification Time Message inbox History - view and compare your usage
Settings - here you can adjust different aspects of your handset
Account - enter a manual top-up, view previous top-ups and activate Emergency Credit Tariff - view your tariff and rates
7
In-Home Display
In-Home DisplayIf your IHD screen is not lit up, tapping it will cause the backlight to illuminate. When powered up the display will show the Account Info screen showing the status of your account. This is the ‘Default Screen’ - from here you can navigate to other screens using the ‘Menu’ button.
The IHD never goes off. The backlight can but not the display. Touching the screen if the backlight is off turns the backlight back on again. The button on the side turns the power on only when the unit is running on batteries. When this is the case the power turns off automatically after 60 seconds. The In-Home Display
The IHD will ‘power down’ after 60 seconds to preserve power. To get the screen back on, tap it. We recommend you always keep the IHD plugged into the mains. The backlight uses so little energy, it would cost less than 20p a year if left on all the time!
Batteries - In the event of loss of power, the IHD can powered by two AAA batteries (not supplied).
22.09.12 £10.00 14.09.12 £15.00 05.09.12 £30.00 23.08.12 £10.00 Date Amount History Account Info Balance £25.00 Days Left: 2.5 P 15:38 Menu A/C 26.11.14
By default the Pipit 500’s backlight is set to permanently on. This can be changed to 1 minute (60 second) on the settings screen.
8 22.09.12 £10.00 14.09.12 £15.00 05.09.12 £30.00 23.08.12 £10.00 Date Amount History Account Info Balance £25.00 Days Left: 2.5 P 15:38 Menu A/C 26.11.14
When on the 'Default Screen', the LED light will only relate to your credit balance:
Green = plenty of credit Orange = credit is half used Red = low credit
You can set your 'Low Credit Alert' of choice via the 'Settings Screen'
Brief summary of your most recent top-ups
P = Prepayment Mode E = Emergency Credit Mode F = Friendly Credit Mode C = Credit Mode
This button shows which screen you are currently on. Press this button to flick through different screens; it will scroll through: '£ per hour', 'kWh' and 'Co2Kg'. Pressing the button again will return to this screen, see the next page for details
This is approximately how many days your electricity will last. It is based on your current rate of usage; if you increase or decrease your rate of usage, this figure will change to show how long your balance will last. Note: when your meter is first installed, this feature will take about a week to calculate correctly.
This shows how much credit you currently have on your electricity meter
Your Electricity Usage
Account Status
Default screen
9 2.50 kWh 1kWh 2.75kWh Compare Day Account Info ECO 1.45kW P 15:38 Menu kWh 26.11.14
---Note: you will need to program all the usage rate dials in ‘Targets’ via the ‘Settings’ Screen. Green means your rate of electricity usage is well under your set daily target, and red means you are using your electricity at a high rate.
By continuing to push this button you can view and compare the rate at which you are spending your money on electricity (£/h) and finally the rate at which you are using CO2 (CO2Kg). The usage dials must be programmed in ‘Targets’ via the ‘Settings’ screen.
Note: when on these ‘Usage’ screens, the LED light will only relate to your rate of usage:
Green = below 60% of target
Orange = above 60% of target but below 100% Red = 100% of target exceeded
You can set your usage rate ‘Targets’ of choice via the ‘Settings Screen’.
Account Status
A/C
kWh
£/h
CO2/Kg
Energy Saving Challenge!
Check your usage dials frequently and see if you can stay in the green, if you drop into orange or red try turning off some lights and appliances on standby, and see if you can get back into green!
10
Main Menu
Main MenuP
A/C HistoryP
1.45 kW kWh CO2Kg ~/h Menu Settings i 1Min Info Target - - - BacklightIf you need to check anything on the In-Home Display, you can always return to the Main Menu by pressing the ‘Menu’ button in the top left-hand corner of most screens.
THE MAIN MENU
11
Your Messages
In-Home DisplayTo view your messages press the ‘Message’ button on your In-Home Display via the Main Menu. It will list your read and unread messages on the screen below.
The Message feature is on your handset so we can send you updates and notifications. Any price change will be sent to your inbox and the message will flash up for you to acknowledge.
Important notifications will pop-up as shown above. In order to close important messages you need to press ‘OK’ to acknowledge that you have read it. Less important notifications will also pop-up, but will disappear if ignored and show as an unread envelope icon in the top right-hand corner.
12
Your History
Main Menu Targets Per day ~5.00 OKPlease set your daily targets
LOW CREDIT ALERT Set your low credit alert
~5.00 OK Remaining kWh Hour Balance: ~25.00 Days Left: 2.5 P 22.09.12 ~10.00 14.09.12 ~15.00 05.09.12 ~30.00 23.08.12 ~10.00 Date Amount ---History A/C Account Info Credit Account: Type: History: 22.09.12 15.08.12 02.08.12 22.07.12 15.07.12 Date: ~74.21 ~55.42 ~81.04 ~61.56 ~35.00
Cost: (ends Mon 26.11.12 at 10.00)
Your supply will switch off at 10.00
Account Info Account Settings i Info Account Info Account Info Balance: ~25.00 Days Left: 2.5
P
22.09.12 ~10.00 14.09.12 ~15.00 05.09.12 ~30.00 23.08.12 ~10.00 Date Amount ---History A/C Account InfoP
1.45 kW kWh Compare Day ---1kWh 2.75kWh 2.50 kWh Today Y'day Usage Now Account kWh CO2Kg ~/h Menu Week Month Day Balance: ~25.00 Days Left: 2.5P
22.09.12 ~10.00 14.09.12 ~15.00 05.09.12 ~30.00 23.08.12 ~10.00 Date Amount ---History A/C Account InfoP
1.45 kW kWh Compare Day ---1kWh 2.75kWh 2.50 kWh Today Y'day Usage Now kWh CO2Kg ~/h Week DayP
A/C HistoryP
1.45 kW kWh Compare DayToday Y'day Account kWh CO2Kg ~/h Menu Settings i On On Min 1Min Info Target Sound LEDs
Credit Alert Erase
Conrast Network Backlight -! Electricity Week Month Menu Day Month To view your historical consumption press
the ‘History’ button on your In-Home Display (IHD) via the Main Menu. This will display a range of graphs showing how much electricity you used
over the last hour, day, week or month. Press the buttons here to switch between different combinations of information
To set usage targets, go to ‘Targets’ via the ‘Settings’ screen and select ‘kWh’, ‘£ per hour’ or ‘CO2’.
13 Account ~/h Menu Min 1Min Erase Conrast Network Backlight 22.09.12 ~10.00 14.09.12 ~15.00 05.09.12 ~30.00 23.08.12 ~10.00 Date Amount ---History Tariff Menu ~20.05 for first 10 kWh ~0.10 thereafter ~0.05 for first 15kWh ~0.10 thereafter ~0.15 for the first 10kWh
Smart Energy - NORWEB
- - - 17:00 - - - 18:00 Day Menu Settingsi On On Info Target Sound LEDs Credit Alert -! Balance: ~25.00 Days Left: 2.5 Account Info ! SUPPLY OFF Emergency Credit ~0.00 Minimum top-up ~0.00 Restore Debt Payments
Debt Type: Payment Based Outstanding owed: £54.00 Repayment Rate: 40% per top-up
Debt Debt Type: Payment Based Outstanding Owed: ~54.00 Repayment Rate: 40% per top-up
Your Tariff
Main MenuTo view your tariff name and rates, press the ‘Tariff’ button on the ‘Main Menu’ screen. Then press the ‘Electricity’ button and you will see the screen below.
Note: you can view your MPAN at the bottom of this screen.
14
Your Payment
Main Menu Balance: ~25.00 Days Left: 2.5 22.09.12 ~10.00 14.09.12 ~15.00 05.09.12 ~30.00 23.08.12 ~10.00 Date Amount ---History ! SUPPLY OFF Emergency Credit ~0.00 Minimum top-up ~0.00 Restore Menu ~20.05 for first 10 kWh ~0.10 thereafter ~0.05 for first 15kWh ~0.10 thereafter ~0.15 for the first 10kWhSmart Energy - NORWEB
- - - 17:00 - - - 18:00
Type in your vend code. Press ‘delete’ to correct. Press ‘Enter’ to send.
Debt Payments
Debt Type: Payment Based Outstanding owed: £54.00 Repayment Rate: 40% per top-up
Debt Debt Type: Payment Based Outstanding Owed: ~54.00 Repayment Rate: 40% per top-up
100551XXXXXXXXXXXXXX
Manual top-ups - If you top-up online or at a PayPoint outlet and the money does not credit your meter automatically, you will need to do a manual top-up by entering the ‘Top Up’ code here - this code will be on your receipt. It is important to keep your receipts in the event your top-up is not successful.
You will find your top-up code on any receipt, whether you receive it on paper, message or email.
15
Remember: If you activate Emergency Credit,
what you use will need to be repaid 22.09.12 ~10.00 14.09.12 ~15.00 05.09.12 ~30.00 23.08.12 ~10.00 ! Warning OK ELECTRICITY CREDIT Press 'OK' to ignore or 'E-Credit' to use Emergency Credit
Warning Warning Main Menu Balance: ~25.00 Days Left: 2.5 22.09.12 ~10.00 14.09.12 ~15.00 05.09.12 ~30.00 23.08.12 ~10.00 Date Amount ---History ! SUPPLY OFF Emergency Credit ~0.00 Minimum top-up ~0.00 Restore Menu ~20.05 for first 10 kWh ~0.10 thereafter ~0.05 for first 15kWh ~0.10 thereafter ~0.15 for the first 10kWh
Smart Energy - NORWEB
- - - 17:00 - - - 18:00
Type in your vend code. Press ‘delete’ to correct. Press ‘Enter’ to send.
Debt Payments
Debt Type: Payment Based Outstanding owed: £54.00 Repayment Rate: 40% per top-up
Debt Debt Type: Payment Based Outstanding Owed: ~54.00 Repayment Rate: 40% per top-up
100551XXXXXXXXXXXXXX Emergency Credit (E-Credit) is a temporary loan from us to allow you to keep on supply when you are unable to top-up to your meters and your current credit runs out. To activate Emergency Credit early; press the ‘E-Credit’ button on the Payment screen. The above screen will appear asking for you to accept £10 of Emergency Credit. Press the ‘E-Credit’ button to activate it, or ‘OK’ to go back.
Note: by pressing this button you are allowing permission for your meter to enter Emergency Credit when/if your meter runs out of Credit. To check whether Emergency Credit has been activated check your default screen via the ‘Main Menu’ - then select ‘Electricity’ and there will be an ‘E’ in the left hand corner of the screen.
16
Your Settings
Main Menu Account ~/h Menu ! Balance: ~25.00 22.09.12 ~10.00 14.09.12 ~15.00 Date Amount ---Account Info ! SUPPLY OFF Menu ~20.05 for first 10 kWh ~0.10 thereafterSmart Energy - NORWEB The ‘Settings’ button will enable you to make simple
changes to the In-Home Display settings and includes budgeting features.
Backlight - press to select whether you want the display lit up all the time or if you prefer it to switch off after 1 minute. The light comes back on if you tap the screen. (The light uses such little energy to run, it would cost you less than 20p a year if it was on all the time!)
Info - here you can view the meter serial number and MPAN (your customer number).
Credit Alert
Target Sound - Press to switch on/off
LEDs - Press to switch on/off
Network - Our admin only
Contrast - Press to lighten/darken screen
17
Main Menu
Network - Our admin only
Contrast - Press to lighten/darken screen
Erase - Our admin only
When your electricity meter drops to £2 credit, your In-Home Display will sound an alarm. However you can set your own ‘Low Credit Alert’ here, by clicking on the ‘£ amount’ box and entering the amount at which you would like to be notified. The LED will flash green if you have not used much of your limit, orange if you are half way through and red if you have almost spent your limit.
Note: it is advised you do not set your ‘Low Credit Alert’ lower than £1 as this may not leave enough time to top-up. (£) Set a cost target - ensure the top right-hand button is
showing a ‘£’ sign, press it until it shows. Then press the amount button and enter the limit you want to spend in a day, then press ‘OK’. If you get close to exceeding this amount during the course of one day, the LED at the top will change colour to let you know. (kWh) Set an eco target - ensure the top right-hand button is showing a ‘kWh’ sign, press it until it shows. Then set your target as above.
(CO2Kg) Set an eco target - ensure the top right-hand button is showing a ‘CO2Kg’ sign, press it until it shows. Then set your target as above. Account Menu Settings i On On Min 1Min Info Sound LEDs Alert Erase Conrast Network Backlight ! Date Amount ---Account Info Electricity Tariff Menu
Smart Energy - NORWEB
Menu Settings i On On Info Target Sound LEDs Credit -! Balance: ~25.00 Days Left: 2.5 Account Info ! SUPPLY OFF Emergency Credit ~0.00 Minimum top-up ~0.00 Restore £ 5.00 Please set your daily targets
Settings LOW CREDIT ALERT
Set your low credit alert ~5.00 OK Remaining kWh Hour Settings Targets Per day ~5.00 OK
Please set your daily targets Set your low credit alert
kWh Hour
£ 5.00
18
Along with your meters you will also be issued with your own smart electricity and gas top-up cards, if applicable, enabling you to top-up your meters as and when you need. Please keep your cards away from heat and strong magnetic fields as this may stop it from working. If you move house in the future you will need to leave your card at the property. Below are all the ways you can keep your meter topped-up:
1. At any PayPoint outlet
2. Online at www.smartpayments.coop
3. On your mobile at: Co-operative Energy Smartpay Available from the app store for both Android or iPhone
Topping-Up
Topping-Up
This card can only be used to buy electricity for your present address
Electricity 9826007001000000000
ent address
Gas 9826006901000000000
19 1. Take your top-up card to any PayPoint outlet.
PayPoint is available at all Midcounties Co-operative Food stores.
2. The retailer will process your payment and your top-up will be sent to your meter automatically. 3. Your supply should be credited automatically,
however it can take up to 45 minutes to show on the In-Home Display.
4. You will be issued a receipt with a unique 20 and occasionally 40 digit top-up code. Use this top-up code to manually enter the payment if the automatic top-up should fail.
5. To check that your money has been credited to your Meter, check your In-Home Display default screen, or press the ‘Electricity’ or ‘Gas’ button on the ‘Main Menu’ screen.
Note: If your top-up card does not swipe at a PayPoint, please contact us for a new card. However, in an emergency, you can request the shopkeeper to do it manually for you.
20
Topping up online is easy-peasy!
Top-up Online
Topping-Up
1. Go to www.smartpayments.coop 2. Select the supply you wish to top-up 3. Enter the amount you wish to top-up 4. Enter your payment card details
5. Your payment will then be sent automatically to your meter and you can also request a receipt to be sent via email.
To check that your money has been credited to your Meter, check your In-Home Display default screen, or press the ‘Electricity’ or ‘Gas’ button on the ‘Main Menu’ screen.
I want to top-up
from the sofa
21 Top Up online
I AM topping up from the Sofa!
22
£10 of Emergency Credit is available when you need it, to give you time to top-up at any PayPoint outlet or online. It is important to remember you will need to repay the Emergency Credit you use as well as topping-up your meter to at least £1 of positive credit.
If you run low on credit, your meter will make an alarm sound to let you know and the LED will flash red. The screen to the left will be displayed. In order to accept the use of £10 Emergency Credit, you need to press E-Credit and the alarm will stop. The alarm will leave enough time for you to put money on your meter however, if you do not top-up in this time period, you will be alerted again, giving you another option to access Emergency Credit. If you keep pressing ‘OK’ without making a payment, your supply will eventually go off.
Note: you can also activate Emergency Credit via the Payment screen
Remember!
If you have lost power, you must top-up all Emergency and Friendly Credit plus at least £1 of positive credit, in order to restore your power.
Emergency Credit Available
Friendly Credit Available Mon - Fri 10am - 4pm* Yes No Mon - Fri 4pm - 10am* Yes Yes Sat & Sun & bank hols Yes Yes
Emergency Credit
Emergency Credit 22.09.12 ~10.00 14.09.12 ~15.00 05.09.12 ~30.00 23.08.12 ~10.00 Date Amount ---Warning E-Credit LOW CREDIT 50pPress 'OK' to ignore or 'E-Credit' to use Emergency Credit
22.09.12 ~10.00 14.09.12 ~15.00 05.09.12 ~30.00 23.08.12 ~10.00 ! Warning Warning !
23 What happens if my Emergency Credit runs out?
If your Emergency Credit runs out during the week after 4pm*, the supply will NOT go off until 10am* the following day. This will give you enough time to buy more gas or electricity. If your Emergency Credit runs out after 4pm* on a Friday, the supply WILL NOT go off until 10am* the following Monday (or the day after, if it’s a Bank Holiday). This will give you enough time to buy more gas or electricity. This extra emergency supply is called ‘Friendly Credit’.
*5pm & 11am British Summer Time (this may be subject to change)
Remember!
The next time you buy electricity, you will need to repay the EMERGENCY CREDIT, and any FRIENDLY CREDIT used will also be deducted from your payment. Please bear in mind each meter works with a minimum of £1. For example, if you have gone into Emergency Credit and used £4 of Friendly Credit, you will need to top-up the meter by at least £15. (£10 to repay the Emergency Credit and £1 to get the meter going).
Friendly Credit
Emergency AND Friendly
Credit
Top Up online
Always ensure you are in credit by at least £1
24
Friendly Credit
Friendly Credit
If your credit is running low within the Friendly Credit period and a Low or Zero Credit occurs you can invoke Emergency Credit (if available). Even if you do not, your supply will not be disconnected till Friendly Credit is over. You can still invoke Emergency Credit (if available) or top up your account.
If you have not topped-up over the weekend or evening, your In-Home Display will sound an alarm to let you know that you will lose supply. To stop the alarm press ‘OK’.
Friendly Credit Started Friendly Credit Over
OK OK kWh Hour Date Amount Account Info 22.09.12 ~10.00 14.09.12 ~15.00 05.09.12 ~30.00 23.08.12 ~10.00 Date Amount ---History ~74.21 ~55.42 ~81.04 ~61.56 ~35.00 Cost:
Friendly Credit is Co-operative Energy’s social non-disconnection policy that means your supply will not be disconnected in the evening, at the weekend or on Public Holidays even when your credit and Emergency Credit has been used up.
Your In Home Display will give you a warning when Friendly Credit is about to start or cease and your operating mode icon in the bottom corner(s) of the display will change from a ‘P’ to a ‘F’ when Friendly Credit is active.
Warning. Continue to use your energy wisely when in Friendly Credit. When Friendly Credit is over, if you are about to be disconnected you must top-up the minimum amount displayed by your IHD. This can be more than your Emergency Credit amount if you have not topped up your meter and Friendly Credit was offered over a Bank Holiday weekend.
25 If you are in ‘Emergency Credit’ mode, an ‘E’ will show here
on the ‘Default Screen’. If you are in ‘Friendly Credit’ mode, an ‘F’ will show. When this screen shows a ‘P’ it means the meter is in normal prepayment mode.
If you are unsure how much you need to repay to get back into credit, refer to the screen on the left. If you owe anything, it will appear on your balance as a negative figure. Note: you will need to top-up by an additional £1, to get you back into positive credit. Be aware that any separate debts applied to your meter may also be taken from each top-up. This applies to each supply so remember to check both Electricity and Gas, if applicable.
Check Status
Emergency Credit
How can I check if I’m in Emergency or Friendly Credit and how much I need to repay? 22.09.12 ~10.00 14.09.12 ~15.00 05.09.12 ~30.00 23.08.12 ~10.00 Date Amount ---Transaction Failed
Code has already been used
Try Again
Transaction Failed
Code has been entered incorrectly
Try Again £10.00 14.09.12 22.09.12 £15.00 05.09.12 £30.00 23.08.12 £10.00 ---How much do I owe?
26
You should use the In-Home Display to monitor and top-up your electricity, but sometimes you may be required to use the electricity meter keypad. The Electricity Meter will always be connected to power, unless there is a grid power cut. When you press a button on the keypad, the display screen will light up. You can access the same data on both displays, so if you have any issues with the In-Home Display you can use the Electricity Meter to retrieve the same information.
Using the electricity keypad
Electricity Meter
Each number on the meter’s keypad brings up different information
27
By pressing the buttons on the Electricity Meter you can obtain all sorts of useful information. Repeated pressing of each button gives
many levels of detailed information - as explained below: x 1 kWh usage last month
x 2 kWh usage 2 months ago x 3 kWh usage 3 months ago x 4 kWh usage 4 months ago
x 1 CO2Kg current rate x 2 CO2Kg rate per hour x 3 CO2Kg today x 4 CO2Kg yesterday x 5 CO2Kg last week x 6 CO2Kg last month x 1 Cost of energy used so far today
x 2 Cost of energy used yesterday
x 1 Cost of energy used so far this week x 2 Cost of energy used last week
x 1 Cost of energy used so far this month x 2 Cost of energy used last month
Electricity keypad button functions
Electricity MeterPress
Monthly kWh
Press
CO2Kg Data
Press
Weekly Energy Cost
Press
Monthly Cost
Press
1
Daily Energy Cost
2
3
5
4
28
x 1 Tariff
x 2 Standing Charge x 3 Tariff Rate 1 x 4 Tariff Rate 2
x 1 Import kWh (Meter Read) x 2 Export kWh
x 3 Import KVARH x 4 Export KVARH
x 1 Emergency Credit status x 2 Amount to repay
x 1 Friendly Credit status
Press
Tariff Data
Press
Import/Export Data
Press
Emergency Credit/Debt
Press
Friendly Credit status
7
8
6
9
Energy Saving Challenge! From the Default Screen on your Meter record how many days your current balance will last for.
29
By pressing the buttons on the gas meter you can obtain all sorts of useful information about your gas usage. Repeated pressing of each
button gives many levels of detailed information - as explained below: x 1 kWh usage last month
x 2 kWh usage 2 months ago x 3 kWh usage 3 months ago
... Continue pressing up to 12 months
x 1 CO2Kg current rate x 2 CO2Kg rate per hour x 3 CO2Kg today x 4 CO2Kg yesterday x 5 CO2Kg last week x 6 CO2Kg last month x 1 Cost of energy used so far today
x 2 Cost of energy used yesterday
x 1 Cost of energy used so far this week x 2 Cost of energy used last week
x 1 Cost of energy used so far this month x 2 Cost of energy used last month
Gas keypad button functions
Gas MeterPress
Monthly kWh
Press
CO2Kg Data
Press
Weekly Energy Cost
Press
Monthly Cost
Press
1
Daily Energy Cost
2
3
5
4
30
x 1 Tariff
x 2 Standing Charge x 3 Tariff Rate 1 x 4 Tariff Rate 2
x 1 Import kWh (Meter Read) x 2 Export kWh
x 3 Import KVARH x 4 Export KVARH
x 1 Emergency Credit status x 2 Amount to repay
x 1 Friendly Credit status
Press
Tariff Data
Press
Import/Export Data
Press
Emergency Credit/Debt
Press
Friendly Credit status
7
8
6
9
‘A’ button - will enable you to manually enter an electricity vend code. When in vend code mode, the ‘A’ button can be used to delete a number entered and the ‘B’ button will send the code.
‘B’ button - will show you your gas account balance. You must press this button at least 10 seconds after any other button in order to retrieve this information.
31
Loss of Supply
Loss of SupplyIf you run out of credit and lose supply you will need to top-up so that you are in credit by at least £1. It will require someone to be at the property to switch the electricity back on via the In-Home Display or electricity meter. Your gas meter will display the following to confirm it is now safe to reconnection your supply:
followed by
After pressing key ‘A’, the following confirmation display with show:
followed by
Now press key ‘B’ to restore your electricity supply.
READY READY READY
CONNECT
HAN HANCONFIRM
HAN HAN READY32
Gas Meter Keypad
Whether your In Home Display is on or not you MUST turn your gas supply back on via the Gas Meter keypad. This is because of a safety feature built into the gas meter. Before switching your supply back on at the meter, ensure all your gas appliances are switched off, including any pilot light.
Your gas meter will display the following to confirm it is now safe to reconnection your supply:
followed by
After pressing key ‘A’, the following confirmation display with show:
followed by
Now press key ‘B’ to restore your gas supply.
What if my gas supply goes off?
Loss of Supply
CONNECT
READY MAN READY MAN
CONFIRM
READY MAN
33
What if my gas supply goes off?
Loss of SupplyNote: Sometimes, because the gas meter has been off it will be asleep so your top-up will not register. In this case when you press ‘A’ it will go to vend mode instead. In order to get your gas back on, enter your 20,40 or 60 digit vend code and send by pressing ‘B’. Then Press ‘A’ to connect the gas meter again and ‘B’ to restore your supply.
34
Our advisers are fully trained to offer free and fair advice on using energy efficiently in and around your home, helping you save even more. Changing your energy usage habits will always save you more money than by switching supplier alone, so have a look at the ways you use your electricity to see if you could reduce your usage!
Visit www.cooperativeenergy.coop/good-with-energy/save-energy/
to find out more about saving energy in your home.
Energy Saving...
Save Energy
Energy Saving Challenge!
“Take a note of how much you have spent on electricity in a week. Download our Smart Guide to saving energy at
www.cooperativeenergy.coop/good-with-energy/save-energy/
Follow our energy saving tips for the following week and see how much you save
SAVE ENERGY
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Moving Home
Moving HomeIf you are planning to move house, please contact Customer Services on
0800 954 0693
or email us at[email protected] and we will arrange for any refunds.
Please leave this leaflet and your top-up card for the next occupier so that they can contact Co-operative Energy about topping up their meter.
Lost Your Card?
Don’t worry- your card cannot be used with any other meter and if you lose it, you do not lose any money. If you have lost a card just contact Customer Services on
0800 954 0693
to report the loss and they will arrange for a new one to be sent to you.36
My top-up isn’t crediting my meter?
Problem: You have topped-up and been issued with a receipt, but the In-Home Display is not showing the credit on your balance, however your Electricity Meter is. The Signal icon in the top left-hand corner may also have a strike through it.
No Comms issue: You most likely have a ‘No Comms’ issue. The In-Home Display works like a mobile phone with a signal and like a mobile phone, signal can drop out from time to time, meaning the In-Home Display is not receiving information properly from the electricity meter which is why the display balances are different.
What should I do? Simply pick up your In-Home Display and move it closer to the electricity meter. Watch the signal icon in the top left-hand corner of the screen and you should be able to see the strike-through disappear. Once a signal has been found the In-Home Display will automatically update itself.
Got a problem?
Problems
37 Problem: You have topped-up and been issued with a receipt, but neither the In-Home Display nor the Electricity Meter is
showing the credit on your balance.
WAN issue: You may have what we call a ‘Wide Area Network’ issue (WAN). This is where, on installation, there was insufficient signal for your In-Home Display and Electricity Meter to pick up. Like a mobile phone, your In-Home Display and Electricity Meter require a signal in order to receive information remotely.
What should I do? If this is the issue, you would have been informed by the engineer at the time of installation. You will need to continue topping-up your meter manually. There isn’t anything you can do, other than wait for a signal to be established.
Problems
Loss of supply - I’ve topped-up but my power hasn’t been restored
Problem: You have topped-up but the power has not come back on and your balance is not in credit.
Debt on the meter: Emergency credit: You most likely have emergency credit on your meter
What should I do? Check your balance by pressing the ‘Electricity’ box on the ‘Main Menu’ screen, in order for power to be restored you must be in credit by at least £1.
38
Problem: You have topped-up but the power has not come back on, both your In-Home Display and Electricity Meter are not displaying anything.
Power cut: It is possible there may be a power cut in your area. The Electricity Meter will always show a display so if this is off, you are most likely experiencing a grid power cut.
What should I do? You can call your distributor to see if they can help, but power is usually restored quickly by the electricity grid.
Problem: You have topped-up but your power has not come back on.
Restore Power screen not confirmed: It could be that you have not confirmed the In-Home Display Restore Power screen. When you top-up after your supply has gone off it will not automatically come back on; it requires someone to be in the property to switch the electricity back on via the In-Home Display or Electricity Meter.
What should I do? You can restore your power via the In-Home Display or the Electricity Meter itself. To restore it via the In-Home Display, ensure it has working AAA batteries inside and switch on the handset. The screen will ask if you wish to restore power, press ‘OK’ and your power should come back on. If you are unable to do this you can use the Electricity Meter. This will show you the same question, press the blue ‘A’ button to say yes and power should be restored.
39
Problems
My manually entered top-up code is not being accepted
Problem: You have entered your 20 or 40 digit top-up code, but when you press ‘Enter’, the screen shows the above notification.
Incorrect Code: You have entered the top-up code incorrectly, either you have missed off a digit or mistyped a number.
What should I do? Re-enter the top-up code correctly and press ‘Enter’.
Problem: You have entered your 20 or 40 digit top-up code but when you press ‘Enter’, the screen shows the above notification.
Duplicate Code: The top-up code you have entered has been entered before. You may be referring to an old receipt or entered the code again believing it has not gone on the first time.
What should I do? Check if your top-up has already credited and shows up as a previous top-up, if not, ensure you have the correct top-up code and to re-enter.
22.09.12 ~10.00 14.09.12 ~15.00 05.09.12 ~30.00 23.08.12 ~10.00 !
Code has been entered incorrectly
Balance: -~5.00 22.09.12 ~10.00 14.09.12 ~15.00 Date Amount ---Account Info 22.09.12 ~10.00 14.09.12 ~15.00 05.09.12 ~30.00 23.08.12 ~10.00 Date Amount ---Transaction Failed Code has already been used
22.09.12 ~10.00 14.09.12 ~15.00 05.09.12 ~30.00 23.08.12 ~10.00 ! 22.09.12 ~10.00 Date Amount
---40
Contact
Still experiencing problems?
If you are still experiencing problems please contact our Customer Services Team. In the event of loss of power please call the Emergency Line. Be aware that we will not be able to help you quickly if you enquire about loss of power via email. It is important to remember if you are emailing your enquiry we may not be able to get back to you for 5 working days, so if you are experiencing a loss of supply issue, please call the Customer Services Team directly.
Co-operative Energy Co-operative House Warwick Technology Park Warwick
CV34 6DA
Registered in England Company Number: 6993470 Part of The Midcounties Co-operative Regulated by Ofgem General Enquiries: 0800 954 0693 Email: [email protected] Web: www.smartpayments.coop Opening hours:
9am - 6pm, Monday to Friday
Our current opening hours are available on the web.
