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What to do if your gas or electricity stops working

If your gas or electricity has stopped working, there are a few steps you can take to resolve the issue quickly. Check whether you have a prepayment meter, as this may require topping up with your current supplier. If you do, you can request a switch to a credit meter, or we can help change your smart prepayment meter remotely.

Step 1: Check for power cuts or network issues

Before assuming there is an issue with your supply, check if there are power cuts or network-wide issues in your area:

  • Electricity: Visit your local Distribution Network Operator’s (DNO) website or call 105 to check for power cuts.
  • Gas: Call the National Grid Gas Emergency Service on 0800 111 999 if you suspect a gas outage or smell gas.

Step 2: Identify your meter type

Your next steps depend on whether you have a prepayment or credit meter.

Prepayment meter

  • If you have a traditional prepayment meter, check your balance. You may need to top up your meter with your current supplier before your switch to Homebox is completed.
  • If you have a smart prepayment meter, Homebox may be able to change this remotely to a credit meter. Contact us for assistance.
  • If you are unable to top up or have lost your payment key/card, contact your existing supplier for a replacement.

Credit meter

If you have a credit meter and there are no power cuts, check:

  • Your fuse box to ensure switches haven’t tripped.
  • If your energy supplier has disconnected your supply due to unpaid bills (contact them for confirmation).

Step 3: Request a meter exchange

If you’re on a prepayment meter and would like to switch to a credit meter:

  • Traditional prepayment meter: Contact your current supplier to request a meter exchange.
  • Smart prepayment meter: Homebox can help switch this to a standard credit mode remotely – get in touch with us.

Step 4: Contact Homebox for further support

If you’ve completed these checks and are still experiencing issues, please contact Homebox for further guidance. We’re here to help ensure your energy supply is restored as quickly as possible.

Need help? Contact our support team via your online account or reach out to us directly.