Don’t worry - it’s normal for top-ups to take a few minutes (and sometimes a few hours) to reach your meter and restore supply.
If your balance still hasn’t updated, your meter may be offline or there may be a connection issue affecting the whole building. In this case, the internet provider company would be assigned to fix the connection. Once the connection is restored, any top-up payments made while the connection was lost will be applied to your meter.
When this happens, a manual top-up code is automatically generated. Entering this code on your meter will update your balance and turn your supply back on.
If you topped up in-store via PayPoint, you'll find your manual top-up code on your receipt. Otherwise, you'll need to get in touch and we can provide you with your code.
Contact Customer Care
- 01279 810 119 (Mon–Fri, 9am–4pm)
- Or submit a support ticket or Live Chat request
Once you have the code, select Top-up / Enter code on your in-home display and type it in. Always ensure that you enter the code correctly before submitting it on the meter. If the issue persists, try rebooting the hub. If this still hasn’t solved the problem, contact our team (link) for help.
See the images below for guidance.