EMT - Octopus Energy Support Portal

Emergency Definitions & Safety

CRITICAL SAFETY ACTIONS

Electricity: If the meter is smoking, sparking, or on fire, call 999 immediately.
Gas: If a leak is suspected or gas is smelled, call 0800 111 999 immediately. The emergency control valve is closed when the handle is at a 90° angle to the pipe.
Noise: High priority if loud noises emanate from the electricity meter (excluding comms hubs).

Emergency Status: (1) Property off-supply, (2) Property occupied, (3) Remote fix impossible.

Contacts: Freephone 0808 164 1088. Email emergency@octopus.energy (Subject must include "emergency").

Electricity (BOFAM)

Balance: Check credit and friendly credit.
Outage: Call 105 for area status.
Fuses: Check consumer unit switches (Up = On).
Appliances: Check if failure is total or partial.
Meter Fault: Book EMEX if BOFA are clear.

Gas (BEAM)

Balance: Check credit level.
Emergency Valve: Ensure it is parallel to the pipe.
Appliances: Check supply via gas hob.
Meter Fault: Check for 'ON' vs 'OFF' on screen.

Smart PAYG (SPAYG) & Auto Top-Ups

                Auto Top-Up Logic
                Trigger: Balance dips below £5.00.
Amount: Between £10 - £75.
Constraint: Not advised for patchy/intermittent meter connections.
Failure: Automated email sent to check payment details; top up online manually to avoid loss.

            

Common SPAYG Issues

L&G Firmware 38040404

Known fault where top-ups (Online, UTRN, PAN) fail. If off-supply, book an EMEX. If on-supply, monitor until balance hits £5.

Top-Up Failures

KRP ID Error: Incorrect Supplier Certificate. Tag @emt2 or @SPEMT to restart migration.
Pending: Locate UTRN in Kraken 'View Request History' via the magnifying glass.
Failed: Attempt emergency UTRN (£20); if fails, book EMEX.

Traditional Prepayment Keys & Cards

Electricity Error Codes

Code	Meaning	Solution
A3/B3/D3	Key removed too soon / Mismatch	Retry top-up; issue new key if persists.
D2/D4/D6	Wrong meter/programming	Issue blank TAG/RTI and credit missed amounts.
D10	Dirty/faulty key	Clean key; if fails, issue blank RTI.
Error 1, 2, 5	Meter hardware fault	Replace meter via EMEX.

Gas Error Codes

"Call Help": Meter hardware fault. EMEX required.
"Card Fail": Dirt on card. Wipe with dry cloth and blow into slot.
"Card not accepted": Wrong card or GCN mismatch. Verify GCN on Screen 32.
"Low Battery": Battery dying. If credit is low, book EMEX.
Blank Screen: Press Red Button to wake. If stays blank, EMEX.

Discretionary Credit & Financial Support

Discretionary Credit (DC)

Standard Limit: £100 total per fuel (£50 max per single request).
Safeguarding: Limits can be extended for vulnerabilities (babies, medical equipment).
Repayment (Gas): Bulb migrated = 60%, Octopus = 30%.
Repayment (Elec): Standard £3.50/week (Adjustable £1-£10).

Takeaway (£30)

For customers without gas. Customer pays upfront; Octopus credits account upon receipt.

Hotels (£100)

For PSR gas customers or any no-elec customers. Customer usually pays upfront.

ALCS, U16 & 3-Phase Meters

ALCS (Auxiliary Load Control Switch)

Controls power to storage heaters. If failing at night, send an ALCS Boost via "Issue Prepayment Control Command".

U16 Gas Meters

High-capacity (16m³/hour) for pools/large ovens. Requires GT1 Certificate. Call National Grid: 08456 066766.

3-Phase Electricity

Identified by 9 meter tails. Used for EV chargers/saunas. Call-out window is 8 hours.

Prepayment Credit Features

Meter Type	Elec Friendly Hours	Gas Friendly Hours
Traditional	4pm-10am (Mon-Fri) + Weekends/Bank Holidays	No friendly credit
Smart	4pm-10am (Mon-Fri) + Weekends/Bank Holidays	4pm-10am + Weekends/Bank Holidays

Emergency Credit: Activate by inserting card/key when balance is ≤£2 (Gas) or ≤£1 (Elec). Smart customers use IHD or A-A-B-B (S2).

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