If your property comes off supply, don’t worry. We’re here to help you get back on. 

First, you need to check if you have credit on the meter. If you don’t, you’ll need to top up. To do that, follow the steps below, depending on your prepayment meter type.

Traditional meter 

If you top up by inserting your electricity key or gas card into your meter, then you have a traditional meter. If you run out of credit and go off supply, you can top up at any PayPoint shop and put your prepayment card/key into your meter like normal. This will bring your credit above zero. Your meter will reconnect automatically once you’ve topped up.

Smart meter

If you have a Smart prepayment meter, you can top up using  our app. Search ‘Shell Energy Top Up’ in your app store. You can also top up online.

Electricity meter

To restore supply using your electricity meter, press button ‘A’ to wake the meter up. Then press ‘A’ a second time to activate, followed by ‘B’ to confirm. Your electricity will come back on.

You can also restore your electricity supply using your IHD. Once you’ve topped up, switch it on using the power ‘ON’ button. Press the ‘Restore’ button to reconnect your electricity supply. Make sure you have working AAA batteries.

Gas meter

After you’ve topped up, for safety reasons, you’ll have to reconnect your meter manually.

Please ensure that you turn off your boiler and all other gas appliances in the property before trying to restore your gas supply.

Whether your in-home display device is on or not, you must turn your gas supply back on using the gas meters keypad due to a built in safety feature.

To restore the gas supply, press button ‘A’ to wake the meter up, press button ‘A’ again to activate supply connection followed by button ‘B’ to confirm.

Once supply at the meter has been restored, wait for 30 seconds before then turning your boiler back on.

For further information read our user guide here.

Living in a rural area

If you’re in a rural area, you may well have restricted access to PayPoints. That’s why we’ve made it easy for you to top up from the comfort of your home.

If you have a Smart prepayment meter, you can top up using  our app. Search ‘Shell Energy Top Up’ in your app store. You can also top up online.

If you have a traditional meter and can't get to your local PayPoint, contact our team on 0330 094 5802.

Emergency information

Gas 

In the event that you can smell gas or are concerned about your gas safety, you need to:

  • Call the National Grid on 0800 111 999 immediately. Calls are free and advice is available 24/7.
  • You can also contact us on 0330 094 5800. Once you’re through to us, select option 9.

 

Electricity

In the event that you have no electricity supply, or are experiencing a power cut, here’s what you need to do.

First, check your fuse box. If any of the fuses have tripped, you’ll need to:

  • Turn off your appliances
  • Reset the switch
  • Turn off all trip switches, then turn them back on one-by-one, starting with the lights. This is because they have the lowest amperage.

 

If your fuse hasn't tripped and your neighbours don't have power either, then the issue is with the wider network. In this situation, you can call '105' which will take you straight through to your electricity network operator.

If you're on the Priority Services Register, please call 0141 249 3999.

Remember: Cordless phones won't work in a power cut, so you'll need to use a landline or mobile phone to make the call.