Choose the type of meter or bill you have below to find out the
options for making a top-up payment, paying your bill or informing us
that you have moved in or out.
You will also find answers to other questions you may have.
Frequently asked questions
I have a Guru Hub
I have an Evinox Smart Meter
I have a different Pay-As-You-Go meter
I receive a bill in the post
Once the credit is on your “Smart Card”, the “Smart Card” should be inserted directly into the card slot. The “Smart Card” can be inserted any way round, but please note it does not go all the way into the slot. A message “PLEASE WAIT” will be displayed briefly, then the total amount of credit on the card will be shown on the display screen.
Push the button to load credit onto the unit. The additional credit will be added to any credit that is already on the unit.
When the ‘THANK YOU’ message is displayed, you can remove your card from the unit.
You do not have to insert your card into the unit before buying additional credit – any credit that has not been loaded onto the “Smart Card Reader” will be stored on the card.
If you lose your “Smart Card” or it becomes damaged, please contact us for a replacement. Replacement “Smart Cards” that have been lost or damaged have to be paid for at a cost of £15.00. They will/will not be available at the “Point of Sale Outlet”.
The card can only be used in the control unit in your home. In the event your card is lost or stolen, don’t worry it will not work in another machine.
If you vacate your property, please return your card to:
2nd Floor, 84 Long Lane
London, SE1 4AU
Please note if you fail to return your card you will be charged for a replacement card.