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ARE YOU A KEY METER CUSTOMER? Welcome to SmarterPAYG

If you currently have a key meter, you will be getting a new smart meter to replace it. In order to improve our service to you, we are investing in a completely new ‘pay as you go’ system called SmarterPAYG. Topping up will become easier and much more convenient for most SmarterPAYG customers: you will no longer need a key to top up, and you won’t have to go to a shop to do this. Using a credit or debit card, you will be able to buy credit online anytime, anywhere via an app on your smart phone or via a designated web portal linked on our website. If you don’t want to use the app or website, you can top up by using your account number in-store at a number of shops: we will maintain a list of shops on our website, and will provide further detail locally when we begin the installation programme.

 

The SmarterPAYG system will consist of a smart meter, the low-power comms system, the data centre and a new Smarter Living app. The app will be free and downloadable from the Apple Store or Google Play for mobile devices. You can also top up via our website if you use a laptop or PC. You will be able to use the app, or web portal linked on our website, to put credit onto your meter, monitor your electricity consumption and check your credit balance.

Someone else can top up for you, if you choose: you can give a trusted friend or relative the permission to do this for you. Multiple users can be set up on the same account and they will have permission to top up via the app, web portal or in-store. However you decide to pay, the credit will go straight onto the account associated with your meter.

The replacement of key meters is starting soon, and we will keep SmarterPAYG customers informed as the roll-out commences.

No problem, you can still have SmarterPAYG and top up in-store, but you will need to have a non-smart mobile phone to receive balance notifications or check your balance. If you have any concerns, don’t hesitate to get in touch with us at 687687 where we can talk through your choices.

So you can keep an eye on your balance, at defined balances, we will send automatic text messages to your non-smart mobile phone, or an email to the address you have provided. 

It is very important to us that all payments you make are secure. Our online payment partner Worldpay will securely manage all transactions. Your bank may also request extra security checks to ensure your online safety.

You can only top up in full pounds, not pounds and pence; the minimum and maximum top-up amounts are:

  If you are in credit, the minimum you can top up is £5

  If you have been disconnected, your minimum top-up is £7 (£6 to cover your emergency credit used and £1 to give you a positive credit balance)

  The maximum you can top up is £250

Your emergency credit will keep the lights and heating on when you cannot top up online or get to a shop. After all, no one wants to run out of credit mid-shower! Your emergency credit will tide you over until you can top up again. Do not forget that you still have to pay it all back when you next top up.

The smart meter will automatically apply emergency credit when you have run out of credit; this provides you with a fixed amount of £6 and will be clearly identified on the app and when retrieving your balance via SMS.

Whilst you are using the emergency credit, we will continue to recover any debt and standing charge due; this is different from the current key meter process, where you pay only for the electricity units consumed during the emergency credit period and no standing charge or debt is collected. The new process will ensure customers can continue to manage their repayments smoothly rather than accruing a debt to be paid on their next top-up.

Our team is happy to provide advice and support: please contact us on 687687 to see if we can help you.

  On the SmarterLiving app and website: as soon as you open your app or login via the website, your current balance is updated and it is available to view 24/7 anywhere anytime. If your credit drops below a defined amount, you will receive an app notification reminding you to top up.

  Via SMS: you will be able to retrieve your current balance by sending us an SMS. If you do not have a smart device and your credit drops below a defined amount, you will also receive a text message reminding you to top up.

We know that sometimes things don’t go to plan, so there are certain times when your meter will not cut off – even if you use up your emergency credit. Our friendly credit rules ensure that your meter will not cut off:

  during the night – between 8pm and 8am, seven days a week;

  any time during Isle of Man bank holidays (that includes Christmas Day, Boxing Day and New Year’s Day).

When we install your smart meter, we will collect your existing meter key and convert your £20 deposit into credit for your SmarterPAYG account.

After consultation with the businesses involved, Manx Utilities has endeavoured to ensure that there is a reasonable geographical spread of outlets that our customers can use. More detail will be provided when we begin the meter roll-out.