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

Boiler Flashing

Please refer the manual that was provided or speak with a Gas Safe Registered Installer. Please note that if you have recently used your emergency credit you may need to reset your boiler several times. It can take up to 30 minutes for the gas flow to come back on after which you can try to reset the boiler again should you need to.

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 (White Pay As You Go Card. If you have a blue card please see error codes for quantum meter)

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 0330 024 9000

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 0330 024 9000

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 0330 024 9000

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 0330 024 9000

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 0330 024 9000

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 0330 024 9000

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.

For Credit Meter:

• 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.
• If there has been no changes to your installation then please contact the NI Gas Emergency Line on 0800 002 001