Is British Gas down or not working today?

Running low on credit

• Use the £10 emergency credit: it keeps the supply on until you next top up.

You topped up your key but have no supply

Emergency Credit and Friendly Emergency Credit may have been used, or there is debt or a build-up of standing charges on the meter.

• If the display switches between Display A and Display B every 5-10 seconds, Display B shows the minimum top-up needed to clear the charges.
• Insert the key or press the blue button to activate the meter.

If that does not work: If the screen stays blank, the meter is faulty: call British Gas.

The key meter won't take your top-up

• Wait until the meter's credit has dropped enough: a key meter holds at most £255 of credit.

Money on the meter, switched on, but no electricity

• After running out of credit, insert your key or press the blue button to turn the meter back on.
• Check the meter doesn't show EMC or debt: your top-up may have repaid emergency credit, so top up again.
• Check your other appliances: if one works, your supply is fine.
• Check the fuse box for tripped switches.

If that does not work: If the display is blank, damaged or seems dangerous, follow British Gas's emergency guidance.

Money on the meter, switched on, but no gas

• Follow the instructions on the meter screen to turn it back on.
• Check the Emergency Cut-off Valve (ECV): if it's off, that can cut your gas.
• If the heating doesn't work, the boiler may need a reset after the gas ran out (manufacturer's instructions).

Your smart top-up hasn't reached the meter

• British Gas keeps trying to register the top-up for 48 hours.
• Check you topped up the right fuel.
• To avoid waiting, add it to the meter manually.

Key or card lost or damaged

• Key or card meter: read 'Getting a new card or key for your meter', then collect a new one from your nearest Payzone SuperAgent.
• Smart prepayment card: call 0330 332 0976, option 3; a card is sent within 3 working days. Meanwhile top up with the app or your online account.

Your key or card is refused at a Payzone or Post Office

• Ask the outlet: it may be able to fix it, or will tell you to contact British Gas.

You just moved in and the meter has someone else's debt

• Call British Gas before using a card or key left with the meter.

You smell burning or see smoke from your electrics

• Call 999 immediately, then call British Gas's Breakdowns and enquiries line.

Use the same line if anyone at home is at risk (elderly or reliant on medical equipment).

Other gas appliances are not working either

• Book a British Gas engineer.

No central heating or hot water

• Check the gas, electricity and water supply are on.
• Check the room thermostat is turned up and the clock timer is on.
• Check the boiler pressure gauge reads around 1 bar.
• With a permanent pilot light, check it hasn't gone out.
• Set the heating to come on in 15 minutes: after a power cut the timer may have reset to factory settings.
• Use the reset switch on the front of the boiler if it has one (see the user manual), or turn the boiler off and on.
• In very cold weather, check the boiler's condensate pipe hasn't frozen.

If the boiler panel needs tools to remove it, don't touch it: book an engineer.

Sealed or combination boiler: pressure has dropped

A pressure drop is sometimes caused by a water leak.

• Check the pressure gauge is at 1 bar.
• See the user manual, or the inside of the control panel, to re-pressurise the boiler yourself if allowed.

Heating only works upstairs

• Turn the radiators off, then bleed them.
• Check the clock is on 'on' and the thermostat is at maximum.
• Turn the radiators up to maximum.

If that does not work: Book an appointment with a British Gas engineer.

Conditions: Non-combination boiler not used for a while: the pump may be stuck.

The timer isn't working

• Check the electricity is on.
• Choose the 'override' or '24 hour' setting.
• Look up any symbol on the display in the manufacturer's guide.

If that does not work: Book an appointment with a British Gas engineer.

You still need an engineer

• With HomeCare: log in, go to 'Your account summary' and book an engineer (you can also book without an online account).
• Without HomeCare: British Gas offers a one-off repair at its standard price.

The meter says 'waiting for data' (lost connection)

• Check for a power cut: test appliances and lights, or ask a neighbour.
• Prepayment: check it doesn't need topping up (flashing lights can mean no credit).
• Credit meter with nothing working: check the fuse box trip switches are 'on'.

If that does not work: Contact British Gas so it can investigate.

The screen is blank

• The meter may be in sleep mode: press the 'A' button on the electricity meter or the bed button on the gas meter.

If that does not work: If it isn't asleep, check for a power cut; if there's none, contact British Gas.

You recently switched to British Gas with a first-generation smart meter

• You may need to send manual meter readings until British Gas upgrades it.

Conditions: First-generation means installed before summer 2019, or with a trilliant hub (a white, phone-sized box on the electricity meter).

You're getting estimated bills

• Just after a smart meter installation, the first bill may be estimated and is corrected on the next one; otherwise contact British Gas.

The login screen looks different

• Log in with the same details: there is nothing to change.

Your login doesn't work after the change

• Reset your password.

Conditions: A reset may be needed if you haven't logged in for over 6 months, if your password doesn't meet the new security requirements, or if you haven't set a password yet.