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Top Up Meter Card Issues

I have no heating. My boiler is flashing. My meter has error codes

My home heating is not working

If any one appliance is working, then the supply of gas has been established. Please contact a gas safe registered installer


No Gas

If you have ‘No Gas’ to all appliances, then run through the following steps:

  • What type of meter is installed i.e. Credit meter or Pre-Pay meter?


For Pre Pay meter (pay-as-you-go card):

  • Have you checked your thermostat? 21°C is an average room temperature. Having your heating controls set below this cause the system to cut off.
  • Have you carried out any alterations or additions to the installation recently?
  • If there has been recent installations, has the gas been re-established by a gas registered installer?
  • If the supply has not been re-established by a gas safe installer then please contact your installer to reconnect the supply.
  •  Have you used all available credit (including emergency credit)? And if so, have you been able to successfully re-credit your meter with the correct payment
  • Helpful tip: We all know how easy it is to make use of the emergency credit, but our advice would be to keep the meter in excess of 20 units.
  • If you have purchased a new PAYG card, have you registered the card to the meter, prior to purchasing card?
  • If you have followed those procedures and still there is no supply of gas, do any of the following fault codes appear on your meter module?

Error Codes for Libra 100 Libra 110 meters

Code 01

  • This code may indicate ‘card not valid’.
  • Try and clear the error by inserting the card gold chip facing down

If your meter shows Error 06 this signifies a card fault so you will need to buy a new firmus card. You’ll then need to register your new card to the meter and then purchase a top up.

If you meter shows Error 01 or Error 09 please contact us via email customeroperations@firmusenergy.co.uk and provide address & contact telephone number or alternatively call us on 0800 032 4567

Code 02

  • This code may indicate ‘Supplier code incorrect’.

This normally occurs when you use another natural gas supplier’s card (i.e. SSE Airtricity Gas). It’s best to purchase a firmus energy gas card.

A new card can be bought at most shops with a paypoint symbol. Cost of cards is £4.00 and a store can be located at www.paypoint.com/locator - You’ll then need to register your new card to the meter and then purchase a top up.

Code 03

  • This code may indicate ‘Credit expired’.

Credit only lasts for 6 months on the card. Please send your card into our offices with a covering letter giving your name, address, contact number and brief explanation of the issue with the card and request a refund for this amount. The firmus energy address can be found here

Has your credit been topped up less than six months ago?

If so, please contact us via email customeroperations@firmusenergy.co.uk and provide your address & contact telephone number or alternatively call us on 0800 032 4567

Code 04

  • This code may indicate ‘Meter credit full’.
  • The meter will not allow more than 1800M³.

Code 05

  • This code may indicate ‘Communication failed with meter’.

Please email customeroperations@firmusenergy.co.uk and provide your address & contact telephone number or alternatively
call us on 0800 032 4567

Code 06

  • This code may indicate ‘Communication failed with the card’.

This normally means there are dirty contacts or the card is not registered.

Try cleaning the chip on the card with a soft cloth, or an eraser and insert the card gold chip facing upwards and retry. If the issue remains please contact us via email customeroperations@firmusenergy.co.uk and provide your address & contact telephone number or alternatively call us on 0800 032 4567

Code 07

  • This code may indicate ‘Low Battery’.

Please contact us via email customeroperations@firmusenergy.co.ukand provide your address & contact telephone number or alternatively call us on 0800 032 4567

Code 08

Have you recently switched to firmus energy? Have you topped up more than £20.00 whilst picking up your ‘change of supply’ message? If yes, please contact us via email customeroperations@firmusenergy.co.uk and provide your address & contact telephone number or alternatively call us on 0800 032 4567

If you have not recently switched to firmus energy an Error 08 will signify that the operation is not possible, this can occur when transferring credit from Top-Up card to the meter. To transfer credit to the meter, simply insert card, no buttons need to be pressed as credit will automatically transfer.

Code 09

  • This code could indicate that there is a System fault.

Opening & Closing the Meter control valve

When you open your meter the pipe work on the left hand side has a lever on it, this is known as the Meter Control Valve or
Emergency Control Valve. This is the isolation point in case of an emergency.

To operate

  • Simply turn the lever to the closed position as indicated, this should fall to the close position.

In case of an Emergency

Please contact us on 0800 032 4567, we are here from 9.00 to 5.00 Monday to Friday. Alternatively if our offices are closed you can contact the 24 Hour Northern Ireland Gas Emergency Service on 0800 002 001 for further assistance.

Useful Telephone numbers

Housing Executive on 03448 920 901
firmus energy on 0800 032 4567
Northern Ireland Gas Emergency line on 0800 002 001


Didn't find the answer you were looking for? Ask a Question

The response time for reply to your query is 24 hours (Excluding weekends and Bank Holidays).
If you have an Urgent Query, please contact our customer services team on: 0800 032 4567

What kind of business are you?

or
Why am I having to do this?

To give you the most accurate information for your town and county, please enter your postcode below.

How do you pay for your natural gas?

By Credit

Do you receive a monthly bill for your energy usage?

Yes
or

With a Pay as You Go card

Do you purchase a top-up card for your energy?

Yes

What kind of business are you?

Small or Medium Business

Small businesses spend about £2,600 or less per bill. Medium businesses spend about £35,000 or less per bill.

or

Large Business


Large businesses spend about £250,000 or less per bill

Make sure you have your bank details and SMP number ready

Bank details

All we need is your account number and sort code *

&

SMP Number

This is the number usually at the top right of your bill

Okay, I have them

If your account requires 2 signatures, or you are not the bank account holder, please call us first on 0800 032 4567
If you don’t have this number, call our switch team on 0800 032 4567