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    A guide to using your First Utility Secure prepayment meter

    Prepaymentmeters

    first:utility

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    ContentsIntroduction........................................................................ Your electricity and gas meters............................................................................................ Your in- home display unit (IHD)..........................................................................................

    Topping up.......................................................................... Your top-up cards................................................................................................................ Where and how to top up...................................................................................................How much can I top up?.....................................................................................................How to top up manually.................................................................................................4 - 7Your historic payments........................................................................................................

    Emergency and friendly credit.......................................... What is emergency credit?..................................................................................................How do I activate emergency credit?.............................................................................8 - 10What is friendly credit?........................................................................................................When are emergency credit and friendly credit available?....................................................How to check if I am in emergency credit or friendly credit mode.......................................How do I repay any emergency or friendly credit used?......................................................

    Using your in- home display unit......................................Main menu..........................................................................................................................Account information default screen.................................................................................Usage setting targets................................................................................................14 - 16Your historic usage..............................................................................................................Your tariff information.........................................................................................................Low credit warnings setting your own.............................................................................Your debt account information.....................................................................................19 - 20Your messages.....................................................................................................................Settings...............................................................................................................................

    Loss of supply.....................................................................Electricity how to restore supply.......................................................................................Gas how to restore supply................................................................................................

    Using the keypads on your gas or electricity meter........ How to manually enter top-ups........................................................................................... Functions of a meter keypad...............................................................................................Electricty meter keypad.................................................................................................26 - 27Gas meter keypad.........................................................................................................28 - 29

    Moving home..................................................................... FAQs....................................................................................Useful contacts...................................................................

    IntroductionThis booklet will provide you with a step-by-step guide to using your newly installed prepayment meter(s) and in -home display unit (IHD). Well only install prepayment meters where it is safe and practical to do so.

    Your electricity and gas meters

    Your electricity and/or gas prepayment meter will be installed in place of your current meter(s). The meter will need to be accessible in the event of power loss, when you may need to use the keypad on the meter to reconnect the supply.

    112 3334

    7

    88

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    161718

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    This property is fitted with a prepayment meter for:

    electricity

    gas

    Your in- home display unit (IHD)

    As a prepayment customer, you will be supplied with an in-home display unit (IHD), enabling you to manage how much energy youre using. Well install your IHD at the same time we install your prepayment meter(s) and we will suggest some suitable locations for where it could be kept. We recommend you keep the IHD plugged in, although it will operate with two AAA batteries (not supplied).

    This is your IHD. It includes a touchscreen function, allowing you to navigate and manage your energy usage and credit balance quickly and efficiently.

    Topping upYour top-up cards

    Once your prepayment meter(s) has been installed, the engineer will provide you with a prepayment top-up card for your electricity meter and a separate card for your gas meter (if you have had a gas prepayment meter installed). This will enable you to top up your credit on each meter when you need to.

    The cards belong to the meter so if you move home, please leave them behind. Your cards cannot work with any other meter.

    If you lose or damage your top-up cards, please call us on 01926 320 775 and we will provide you with replacements. Please note that we may charge for replacement cards.

    When your meter(s) is installed, it will be preloaded with 5 credit. We do advise however, that you top up as soon as possible to make sure your credit does not run out and to make sure that everything is working properly.

    You can top up your prepayment meter(s) at any PayPoint outlet. To find your nearest one, look out for the PayPoint logo or visit www.paypoint.co.uk/locator. If your top- up card doesnt swipe at a PayPoint outlet, you can request the retailer do it manually for you.

    Alternatively, you can call First Utility on 01926 320 775 to top up by credit or debit card over the phone. Lines are open from 8am to 8pm Monday to Friday, and 9am to 4pm on Saturday.

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    We recommend that you make a note of the 19-digit number on your top -up cards in the boxes below - this is your Purchase ID. If you lose your top-up cards, you can still top up your meter with this number whilst you wait for replacements:

    Electricity Purchase ID

    Gas Purchase ID

    Once paid for, your transaction will be processed and your top-up will be sent to your meter automatically.

    Please note it may take up to 45 minutes for a top-up to show on your in -home display unit and your meter.

    How much can I top up?

    Minimum single top-up per meter

    Maximum single top-up per meter

    At Paypoint 5 49

    By phone on 01926 320 775 5 150

    How to top up manually

    What if my credit doesnt appear automatically?

    After purchasing your credit at a PayPoint outlet, you will be issued a receipt with a unique 20, 40 or 60 digit vend code. You will need to use this vend code to manually enter the payment onto your meter if the automatic top -up fails, so make sure you keep hold of it. Please wait at least 45 minutes for the top -up to be processed.

    1) From the main menu select Account:

    2) Select the appropriate supply required (electricity or gas):

    3) Enter the vend code from your receipt and then press Enter:

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    4) While the top-up is being processed, you will see this screen:

    5) If the top-up is not processed, you will see one of the screens below:

    If you see the screen above, it may be that you are using the wrong reciept

    Or this:

    6) If your top-up has been successful you will see this:

    Your historic payments

    Here, you are able to view your last five top-ups using your IHD. In order to do this:

    1) From the Main Menu, select either electricity or gas.

    2) Your last five gas top-ups will be displayed as follows:

    3) Your last five electricity top-ups will be displayed as follows:

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    Emergency and friendly creditWhat is emergency credit?

    Emergency credit is a function on your prepayment meter(s) that you can use when you are running low on credit and cannot top up for a short period of time. Your meter(s) will be preloaded with 10 emergency credit once installed.

    Any emergency credit used will need to be repaid. The amount used will be deducted from your credit next time you top up, so you must make sure you buy enough credit to cover: the emergency credit used, plus your debt payments plus enough to be in at least 1 of positive credit.

    For more information please refer to the section How do I repay any emergency or friendly credit used? on page 11.

    Please note, emergency credit is not activated automatically.

    How to activate your emergency credit

    If you run low on credit, your meter will make an alarm sound to let you know and the LED will turn red. The screen above will be displaye