Smart Meter Guide How do my meters work?

Smart Meter Guide How do my meters work?

Introducing... Oakstaff & Periwinkle Your companions through your energy smart meter guide

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 Contents 3

Introduction 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 What is Smart Pay-as-you-go? 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. That s really... SMART! REALLY 4

Your Smart Meter System Your Meters This is the handset This is the electricity meter Your In-Home Display Your 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 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. 5

In-Home Display Your In-Home Display 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. Time P Tariff - view your tariff and rates A/C History P 1.45 kw kwh kwh Signal On/Off button (battery mode only) Electricity - view your balance and days left Message inbox Date Message CO2Kg notification ~/h Settings - here you can Menu adjust different aspects of your handset History - view and compare your usage Info Target Settings i - - - Backlight 1Min Account - enter a manual top-up, view previous top-ups and activate Emergency Credit Electricity 6

In-Home Display In-Home Display 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. P 15:38 Menu Balance 25.00 Days Left: 2.5 Account Info A/C Date 26.11.14 Amount 22.09.12 10.00 14.09.12 15.00 05.09.12 30.00 23.08.12 10.00 History 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). 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. If 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. 7

Account Status Your Electricity Usage Default screen 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' This shows how much credit you currently have on your electricity meter 15:38 Account Info 26.11.14 Menu Balance 25.00 Days Left: 2.5 Date Amount 22.09.12 10.00 14.09.12 15.00 05.09.12 30.00 23.08.12 10.00 Brief summary of your most recent top-ups P A/C History 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. 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 8

Account Status A/C kwh P 15:38 Menu ECO 1.45kW Account Info kwh 2.50 kwh 26.11.14 2.75kWh 1kWh ----------------- Compare Day 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. /h CO2/Kg 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. 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! 9

Main Menu Main Menu If 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. P Menu A/C History P 1.45 kw kwh CO2Kg ~/h THE MAIN MENU Menu 10 Info Target Settings i - - - Backlight 1Min

Your Messages To 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. In-Home Display 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. 11

Main Menu P Targets Please History set your daily targets LOW CREDIT ALERT Today Y'day Set your low credit alert Your History To view your historical consumption A/C press P 1.45 kw kwh Compare Day the History button on your In-Home Display (IHD) ~5.00 Per day ~5.00 Remaining via the Main Menu. This will display a range of Account Info graphs showing how much electricity Account you Infoused OK kwh Usage OK Now Week over the last hour, day, week or month. Press the buttons here to 2.75kWh switch between Date Amount CO2Kg 1kWh Account Info ---------------------- different combinations Usage Now 2.50Month ----------------- of information Balance: ~25.00 22.09.12 ~10.00 kwh 14.09.12 ~15.00 Days Left:2.5 05.09.12 ~30.00 Account 2.75kWh Info ~/h Date 23.08.12 ~10.00 Amount Day kwh Hour 1kWh ---------------------- 2.50 ----------------- Today Y'day PBalance: ~25.00 22.09.12 ~10.00 kwh A/C 14.09.12 History ~15.00 P 1.45 kwyour kwh supply will Compare switch off Day at 10.00 Days Left:2.5 05.09.12 ~30.00 Menu Menu 23.08.12 Account~10.00 P A/C History Today Y'day Account Info Week P kwh 1.45 kw kwh Compare Day 12 Settings CO2Kg Electricity kwh Month Account Info Week Info i Target - -- Backlight 1Min ~/h Account Account: Type: Credit Date Amount CO2Kg Day ---------------------- Month To set usage Sound targets, On go to Targets Balance: Network History: ~25.00 via the Date: Settings 22.09.12 22.09.12 Cost: screen ~74.21 ~10.00 15.08.12 14.09.12 ~55.42 ~15.00 (ends Mon 26.11.12 at 10.00) and select kwh, per hour Days or CO2. Left:2.5 02.08.12 05.09.12 ~81.04 ~30.00 Menu LEDs On 22.07.12 23.08.12 ~61.56 ~10.00 ~/h Account Conrast Min 15.07.12 ~35.00 Day Settings Credit Alert P Erase A/C History! Info i

Your Tariff Main Menu To 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. ~/h Note: you can view your MPAN at the bottom of this screen. Menu Account Day Menu Backlight 1Min Network Conrast Min Erase Date Amount ---------------------- 22.09.12 ~10.00 14.09.12 ~15.00 05.09.12 ~30.00 Tariff Menu Smart Energy - NORWEB ~20.05 for first 10 kwh ~0.10 - - - - - - thereafter - - - - - - - - - - - - - - - - - - - - - - 17:00 ~0.05 for first 15kWh 13

Main Menu Your Payment Menu Manual top-ups - If you top-up online or at a PayPoint outlet and the money does not credit your Date Amount Smart meter Energy - NORWEB automatically, you will need to do a manual! top-up by entering ---------------------- the Top Up code here - this Balance: SUPPLY ~25.00 OFF 22.09.12 ~10.00 ~20.05 code will for be first on 10 kwh your receipt. It is important to keep your 14.09.12 ~15.00 Days Emergency receipts Left:2.5Credit in the event your top-up is not successful. ~0.10 thereafter ~0.00 05.09.12 ~30.00 - - - - - - - - - - - - - - - - - - - - - - - - - - - - 17:00 Minimum top-up ~0.00 23.08.12 ~10.00 ~0.05 for first 15kWh ~0.10 thereafter Restore - - - - - - - - - - - - - - - - - - - - - - - - - - - - 18:00 History ~0.15 for the first 10kWh Debt Debt Payments Debt Type: Payment Based Debt Type: Payment Based Outstanding owed: 54.00 Repayment Rate: 40% per top-up Outstanding Owed: ~54.00 Repayment Rate: % per 40top-up Type in your vend code. Press delete to correct. Press Enter to send. You will find your top-up code on any receipt, whether you receive it on paper, message or email. 100551XXXXXXXXXXXXXX 14

Remember: If you activate Emergency Credit, what you use will need to be repaid Warning Main Menu! 22.09.12 ~10.00 14.09.12 ~15.00 05.09.12 ~30.00 23.08.12 ~10.00 OK ELECTRICITY CREDIT Press 'OK' to ignore or 'E-Credit' to use Emergency Credit E-Credit Warning Warning 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. 15

Main Menu The Settings button will enable you to make simple changes to the In-Home Display settings and includes budgeting features. Info - here you can view the meter serial number and MPAN (your customer number). Account Your Settings ~/h Backlight - press to select whether you want the display lit up all the time or Menu 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!) Target Sound - Press to switch on/off LEDs - Press to switch on/off! Network - Our admin only Contrast - Press to lighten/darken screen Erase - Our admin only Account Info Date Amount! ---------------------- Balance: SUPPLY ~25.00 OFF 22.09.12 ~10.00 14.09.12 ~15.00 Credit Alert Menu Smart Energy - NORWEB ~20.05 for first 10 kwh ~0.10 thereafter 16

Setting Personal Targets and Credit Alert Info Sound On LEDs On Alert Account Settings i Backlight! 1Min Network Conrast Min Erase Menu Electricity Please set your daily targets 5.00 Menu Settings Settings Targets LOW CREDIT ALERT Please set your daily targets Set your low credit alert ~5.00 OK Per day ~5.00 OK Remaining Set your low credit alert 5.00 Main Menu Credit Info Target Sound On LEDs On Settings i - - -! Account Info Account Info Tariff ( ) Set a cost target - ensure Menu kwh Hour the top right-hand button is Date Amount Smart Energy - NORWEB 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. kwh! Balance: SUPPLY ~25.00 OFF Days Emergency Left:2.5Credit ~0.00 When Hour your electricity meter drops to 2 credit, Minimum your In-Home top-up ~0.00 Restore 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. 17

Topping-Up Topping-Up 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 Gas 9826006901000000000 This card can only be used to buy gas for your present ent address Electricity 9826007001000000000 This card can only be used to buy electricity for your present address 18

Top-Up at the Shop Topping-Up 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 topup 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. 19

Topping-Up Top-up Online Topping up online is easy-peasy! 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 20

Topping-Up I AM topping up from the Sofa! Top Up online 21

Emergency Credit Emergency Credit ing Date Amount EDIT ---------------------- 22.09.12 50p ~10.00 ' to 14.09.12 ignore ~15.00 or 05.09.12 ~30.00 se Emergency 23.08.12 ~10.00 Credit E-Credit ing! Warning! 22.09.12 ~10.00 14.09.12 ~15.00 05.09.12 ~30.00 23.08.12 ~10.00 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 Emergency Credit Available Mon - Fri 10am - 4pm* Yes No Mon - Fri 4pm - 10am* Yes Yes Sat & Sun & bank hols Yes Yes Friendly Credit Available *5pm & 11am British Summer Time (this may be subject to change) 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. 22

Top Up online Friendly Credit 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) Always ensure you are in credit by at least 1 Emergency AND Friendly Credit 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). 23

Friendly Credit Friendly Credit 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 OK your meter and Friendly Credit was offered over a Bank Holiday weekend. OK kwh Hour Date Amount ---------------------- 22.09.12 Cost: ~74.21 ~10.00 14.09.12 ~55.42 ~15.00 05.09.12 ~81.04 ~30.00 23.08.12 ~61.56 ~10.00 ~35.00 History Account Info Friendly Credit Started Date Amount 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. Friendly Credit Over 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. 24

How can I check if I m in Emergency or Friendly Credit and how much I need to repay? Date Amount ---------------------- Transaction 22.09.12 Failed ~10.00 14.09.12 ~15.00 Code has already 05.09.12 been ~30.00 used 23.08.12 ~10.00 Try Again Transaction Failed Code has been entered incorrectly Try Again Emergency Credit ---------------------- 22.09.12 10.00 14.09.12 15.00 05.09.12 30.00 23.08.12 10.00 Check Status 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. How much do I owe? 25

Electricity Meter Using the electricity keypad 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. Each number on the meter s keypad brings up different information 26

Electricity keypad button functions Electricity Meter By pressing the buttons on the Electricity Meter you can obtain all Press 4 Monthly kwh sorts of useful information. Repeated pressing of each button gives many levels of detailed information - as explained below: x 1 kwh usage last month Press x 1 x 2 Press x 1 x 2 Press x 1 x 2 1 Cost of energy used so far today Cost of energy used yesterday 2 Cost of energy used so far this week Cost of energy used last week 3 Daily Energy Cost Weekly Energy Cost Monthly Cost Cost of energy used so far this month Cost of energy used last month x 2 x 3 x 4 Press x 1 x 2 x 3 x 4 x 5 x 6 kwh usage 2 months ago kwh usage 3 months ago kwh usage 4 months ago 5 CO2Kg current rate CO2Kg rate per hour CO2Kg today CO2Kg yesterday CO2Kg last week CO2Kg last month CO2Kg Data 27

Electricity Meter Press 6 Tariff Data Press 9 Import/Export Data x 1 Tariff x 2 Standing Charge x 3 Tariff Rate 1 x 4 Tariff Rate 2 x 1 x 2 x 3 x 4 Import kwh (Meter Read) Export kwh Import KVARH Export KVARH Press 7 Emergency Credit/Debt x 1 x 2 Emergency Credit status Amount to repay Energy Saving Challenge! Press 8 Friendly Credit status x 1 Friendly Credit status From the Default Screen on your Meter record how many days your current balance will last for. 28

Gas keypad button functions Gas Meter By pressing the buttons on the gas meter you can obtain all sorts of Press 4 Monthly kwh 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 Press x 1 x 2 Press x 1 x 2 Press x 1 x 2 1 Cost of energy used so far today Cost of energy used yesterday 2 Cost of energy used so far this week Cost of energy used last week 3 Daily Energy Cost Weekly Energy Cost Monthly Cost Cost of energy used so far this month Cost of energy used last month x 2 x 3 kwh usage 2 months ago kwh usage 3 months ago... Continue pressing up to 12 months Press x 1 x 2 x 3 x 4 x 5 x 6 5 CO2Kg current rate CO2Kg rate per hour CO2Kg today CO2Kg yesterday CO2Kg last week CO2Kg last month CO2Kg Data 29

Gas Meter Press 6 Tariff Data Press 9 Import/Export Data x 1 Tariff x 2 Standing Charge x 3 Tariff Rate 1 x 4 Tariff Rate 2 x 1 x 2 x 3 x 4 Import kwh (Meter Read) Export kwh Import KVARH Export KVARH Press 7 Emergency Credit/Debt x 1 Emergency Credit status x 2 Amount to repay Press 8 Friendly Credit status x 1 Friendly Credit status 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. 30

Loss of Supply Loss of Supply If 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: READY HAN followed by CONNECT READY HAN After pressing key A, the following confirmation display with show: READY HAN followed by CONFIRM READY HAN Now press key B to restore your electricity supply. 31

Loss of Supply What if my gas supply goes off? 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: READY MAN followed by CONNECT READY MAN After pressing key A, the following confirmation display with show: READY MAN followed by CONFIRM READY MAN Now press key B to restore your gas supply. 32

What if my gas supply goes off? Loss of Supply Note: 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. 33

Save Energy Energy Saving... 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. 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/goodwith-energy/save-energy/ Follow our energy saving tips for the following week and see how much you save 34

Moving Home Moving Home If you are planning to move house, please contact Customer Services on 0800 954 0693 or email us at enquiries@smartpayments.coop 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. 35

Problems Got a problem? 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. Good Signal Bad Signal 36

Problems 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. 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. 37

Problems 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. 38

Problems My manually entered top-up code is not being accepted Date Amount ---------------------- Transaction 22.09.12 Failed ~10.00 14.09.12 ~15.00 ode has already 05.09.12 been ~30.00 used 23.08.12 ~10.00! 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 14.09.12 ~15.00 05.09.12 ~30.00 23.08.12 ~10.00 Code has been entere Account Info Problem: Amount You have entered your 20 or 40 digit top-up code, but when you press Enter, the screen shows the above notification. Date ---------------------- 22.09.12 ~10.00 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. Date Amount Problem: You have entered your 20 or 40 ---------------------- Balance: -~5.00 22.09.12 digit ~10.00 top-up code but when 14.09.12 ~15.00 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. 39

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: Web: enquiries@smartpayments.coop www.smartpayments.coop Opening hours: 9am - 6pm, Monday to Friday Our current opening hours are available on the web. 40

Smart Meter Guide V2 - March 2014