Help & Advice Tip: My Pay-As-You-Go Top-Up meter is not working! I have no heating. My meter has error codes. Please Help!

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Top Up Meter/Pay As You Go

Error Codes for a Quantum Libra 200, Libra 210 meter blue top up card

Error codes on a Quantum 200 / 210 Libra gas meter blue top up card

Image: firmus energy Libra 210 gas meter

Press the red ‘A’ button

Errror Message Description Resolution
M----- (Libra 200) M***** (Libra 210) Meter has been decomissioned Please contact via email customeroperations@firmusenergy.co.uk or call us on freephone 0330 024 9000 and we will place a call with Phoenix Natural Gas, your network provider. Thye will then dispatch their Engineer.
Fault Call Help Module has failed Please contact via email customeroperations@firmusenergy.co.uk or call us on freephone 0330 024 9000 and we will place a call with Phoenix Natural Gas, your network provider. Thye will then dispatch their Engineer.
£ 0.00 Off Call Help Module has detected a fault Please contact via email customeroperations@firmusenergy.co.uk or call us on freephone 0330 024 9000 and we will place a call with Phoenix Natural Gas, your network provider. Thye will then dispatch their Engineer. *This fault commonly occurs when gas users run out of credit. It is advised to keep credit on your meter.

Card Fail 35:

Are you inserting the PAYG card with gold chip facing up?

  •  Yes: > proceed to Step 2

Step 2 Please clean the gold chip on the PAYG card with a soft cloth or eraser

  • Is the meter still not working? No> Proceed to Step 3

Step 3 Do you have a second PAYG card?
Does it work with the meter?

  • Yes > Card issue: Please contact via email customeroperations@firmusenergy.co.uk or call us on freephone 0330 024 9000
  • No > Proceed to Step 4

Step 4 Does the meter still allow gas to flow ( i.e. are your gas appliances still working)?

  • Yes > Proceed to Step 5

Step 5 How much credit do you have on your meter?

Card not accepted:

Have you used the PAYG card with this meter without issue before?

Step 2 Please clean the gold chip on the PAYG card with a soft cloth or eraser

  • Is the meter still not working? No> Proceed to Step 3

Step 3 Do you have a second PAYG card?
Does it work with the meter?

  • Yes > Card issue: Please contact via email customeroperations@firmusenergy.co.uk or call us on freephone 0330 024 9000
  • No > Proceed to Step 4

Step 4 Does the meter still allow gas to flow ( i.e. are your gas appliances still working)?

  • Yes > Proceed to Step 5

Step 5 How much credit do you have on your meter?

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Small Business

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

Yes
or

Medium or Large Business


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

Yes
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Why am I having to do this?

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Do you receive a monthly bill for your energy usage?

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or

With a Pay as You Go card

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

Yes
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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 or meter serial 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 or on your connection paperwork†

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† If you don’t have this number, call our switch team on 0330 024 9000