How to reconnect your home energy supply: step-by-step guide.

Finding your electricity or gas supply is off can be stressful, especially if you've just moved into a new place.

There's no need to worry. We've put this guide together to walk you through the process, whether your prepayment meter needs topping up or the supply was disconnected before you moved in. We'll show you how to get the lights back on and the kettle boiling in no time.

Understanding why your energy supply was disconnected.

Before you get started, it's helpful to know why your supply might have been disconnected in the first place. Knowing the cause can help you follow the right steps to get back on supply quickly and easily.

Common reasons for energy disconnection.

There are a few straightforward reasons your energy supply might be off.

You've just moved in: The previous tenants or owners may have asked for the supply to be disconnected. This is easy to fix once you've set up an energy account with us.
Non-payment of bills: This is one of the most common reasons for a planned disconnection. If you've missed several payments and haven't set up a repayment plan, your supply could be disconnected. We always try to work with you to avoid this, but if it happens, we'll guide you through the process of getting it reconnected once the outstanding balance is paid or a plan is in place.
Meter issues: In some rare cases, a faulty or old meter could be the reason for an interruption. If you suspect this is the case, you'll need to contact us so we can investigate it.
Emergency situations: For safety reasons, such as a suspected gas leak, the supply might have been disconnected. If this is the case, you must not try to reconnect it yourself. You should follow the emergency procedures and contact us immediately.

Identifying your meter type.

The first step to getting your energy back on is knowing what kind of meter you have. You'll need to locate your electricity or gas meter to identify it. They're often in a utility cupboard, under the stairs, or in a box on an outside wall of your house.

Smart meters (SMETS1 & SMETS2): These are the modern, digital meters that look like a small screen. They automatically send us your meter readings, which makes life a lot easier. They'll also show you how much energy you're using in real time using an in-home display. You can find out more about smart meters in our metering guide.
Smart Pay as You Go Meter: these are smart metres that allow you to pay for your energy in advance, similar to a traditional prepayment meter, but with added convenience and features.
Traditional prepayment meters: These require you to top up a key or card and insert it into the meter to add credit.
Traditional credit meters: These are the older meters with a mechanical display or a digital screen that you have to read yourself and send to us. You're billed for the energy you've used, usually monthly.

How to reconnect the energy supply when you’re moving into a new home.

If you've just moved in and the energy is off, the process is straightforward. First, you'll need to set up an account with us, which you can do online.

Steps to reconnect your electricity and gas.

Contact us: The first thing to do is let us know you've moved in and want to set up an account with us.
Provide meter readings: You'll need to send us the first meter readings from your new property to make sure your bills are accurate. You can also send us a picture of the meter if you're unsure.
Check for existing supply: If the supply is off, we'll guide you through the reconnection process. If you have a prepayment meter, you may just need to top up.
Top up if necessary: If you have a prepayment meter, you'll need to add credit to get the supply back on.

Dealing with disconnected energy supplies.

If you've moved into a property with a disconnected supply, we’ll help you get it sorted. We'll help you find out why the supply was turned off and guide you on the necessary steps to get the energy reconnected.

You should always make sure all appliances are turned off before the supply is reconnected to avoid any electrical surges. For gas, ensure all cooker hobs and appliance valves are in the off position.

How to reconnect your home electricity supply.

The process for reconnecting your electricity depends on the type of meter you have.

For smart Pay As You Go (PAYG) meters.

Top up your meter: The easiest way to get your supply back on is to top up your meter. You can do this online, through the E.ON Next app, or at a PayPoint or Payzone outlet.
Activate emergency credit: If you're struggling to top up, you may be able to activate your emergency credit to get the power back on temporarily.
Manual reconnection: Once you've topped up, you may need to press a button on your meter to reconnect the supply.

For traditional prepayment meters.

Insert your key or card: Once you've topped up your key or card, insert it into the meter.
Wait for confirmation: The meter should show you a message confirming that the top up has been added.
Restore supply: Follow the on-screen prompts on the meter to restore the supply.

Guaranteed Standards of Performance (GSOP).

We work hard to get your power back on as quickly as possible. Under the Guaranteed Standards of Performance, we aim to restore your supply within 24 hours of receiving the required payment or information. If it takes longer than 24 hours and it was within our control, you may be entitled to a £40 payment as compensation.

We're unable to provide this payment if the delay was due to circumstances outside of our control, such as:

We couldn't get access to the meter or the property.
No one over the age of 18 was home for the engineer's visit.
There were safety concerns, like asbestos or unsafe electrical wiring.
We weren't told about special access requirements, such as the need for a parking permit.

How to reconnect your home gas supply.

Just like with electricity, the steps to reconnect your gas depend on your meter type.

For smart PAYG gas meters.

Top up your meter: Make sure you have enough credit on your meter by topping up online. Through our app, or at a PayPoint or Payzone outlet.
Activate emergency credit: If you have emergency credit available, you can use this to get the gas back on temporarily.
Manual reconnection: You may need to follow a specific procedure on your smart meter to reconnect the supply after a topup. You'll find instructions in the user guide for your specific meter model.

For traditional prepayment gas meters.

Insert your gas card: After topping up, insert the card into the meter.
Wait for confirmation: The meter will confirm that the top-up has been successful.
Restore supply: Follow the on-screen instructions on the meter to get your gas back on.

Troubleshooting and additional support.

Sometimes, even after following all the steps, you might still have a problem. Here's what to do if you need some extra help.

When to contact us.

Persistent supply issues: If you've tried all the reconnection steps and your supply is still off, you need to contact us.
Meter faults: If your meter is displaying an error message or giving unusual readings, it might be faulty. We can help you with this, and if you have a gas meter, you can also check our guide on gas safety certificates to ensure it's been certified.
Emergency situations: If you suspect a gas leak or there's an electrical hazard, you should contact us immediately. In the case of a gas leak, you should also contact the National Gas Emergency Service.

How to request a GSOP review.

If you think you should have received a GSOP payment but haven't, you can request a review. Simply email us at GSOP.GOSAppointmentFailure@eonenergy.com with the details of your appointment. We'll look into it for you.

Preventing future disconnections.

The best way to deal with a disconnected supply is to avoid it happening in the first place.

Regularly monitor your energy usage.

Keeping an eye on your usage is a great way to stay on top of your energy costs. If you have a smart meter, you can use the in-home display to track your real-time usage.

Maintain sufficient credit.

If you have a prepayment meter, try to keep it topped up with enough credit to avoid your supply cutting off unexpectedly.

Looking for a new meter connection?

If you're building a new property or need a brand new energy connection, the process is a little different.

New residential connections.

If you need a new connection for a new home, you can find all the information you need on our new connections page.

New business connections.

For new business connections, visit our new business electricity and gas page. We also have a dedicated team to help you get set up.