Ram Energy Smart meter User manual

Smart meter
user guide

Page 3
Contents: Page
1. Welcome to your smart meter 4
2. How to make your home more energy efficient 5
3. Your safety and what to do in emergencies 6
4. Help, Advice and Services 8
5. Further help and support 10
6. Contact us 11
7. Introduction to your smart meter 12
8. Getting started with your In Home Display (IHD) 13
9. IHD Main Menu 14
10. IHD Home Screen 15
11. Seeing your account status and real time energy use 16
12. How much energy are you using and how much does it cost? 17
13. Receiving messages on your IHD 18
14. History 19
15. Tariffs 20
16. Settings 21
17. Manage your energy with target setting 22
18. Setting a cost target (£) 23
19. Setting energy and eco targets 24
20. Payment and topping up 25
21. Manually topping up your meter 26
22. Emergency Credit and Friendly Credit 27
23. How to manually top up if your IHD is missing or broken 28
24. Taking a meter reading 29
25. Problems with your smart meter? 30

How does your new meter work?
Your new smart meter connects wirelessly to both
RAM Energy customer services and your new In
Home Display (IHD). The IHD sits in your home
and allows you to see in real time how much
energy you are using.
What are the benefits of smart meters?
• Manage your energy use. You can see how
much energy you are using in your home and
approximately how much it is costing you in
pence per unit.
• Make savings. Once you identify what the
energy guzzling appliances in your home are
you can take steps to reduce how much they
are costing you by using them more efficiently. .
• No more estimated bills. Your smart meter
is connected wirelessly to Ram Energy giving
us up to date, accurate meter readings without
you having to do a thing.
Caring for your IHD
• Toavoiddamage,donotuseanysharpobjects
on the display.
• DonotletyourIHDnearwateroranyother
liquid. Keep it away from heat-generating
sources like heaters or areas with high moisture
like bathrooms.
• Onlyusethepowerpackandcablesupplied
with your IHD.
• ExcessiveimpactorshockmaydamagetheIHD
so be careful not to drop it or give it any hard
knocks. If the display is damaged avoid touching
the liquid crystals contained in it. Contact the
RAM Energy team and we’ll arrange for a
replacement IHD to be sent to you.
How do I get my IHD working?
Don’t worry! Our meter installer will fit your meter
and IHD at the same time. The installer will talk to
you about your new IHD and advise you of the
best place for it to sit.
Smart meter data collection
Your smart meter records your energy usage
more often than a ‘traditional’ meter. When
we supply you through a smart meter, we will
automatically take daily meter reads unless you
tell us not to. You can choose to opt-out of daily
meter reads by calling free on 0800 121 6699
or by emailing customerservice@ramenergy.
co.uk. After this we will normally only take one
meter read each month.
Meter reads are taken so we can:
•tailortheenergyefciencyadviceandguidance
that we give to you
•ensurethatyourbillsareasaccurateaspossible
•developnewtariffsandproductsinthefuturethat
better suit your individual needs (but we will only
ever contact you for marketing purposes if we
have your consent); and
•helpthirdpartypartnersachievetheirsocialand
environmental aims and for academic research.
Increasing how often we take meter reads will help
us better achieve the outcomes listed above. Please
get in touch if you’re happy for us to take half-hourly
meter reads. Remember that you can change your
mind regarding increased reads at any time. We
can also provide you with up to two years’ worth of
your consumption data, free of charge if you request
it. You’ll need to tell us in advance if you would like
to receive consumption data and we’ll provide it as
soon as we reasonably can.
1. Welcome to your smart meter 2. How to make your home more energy efcient
Being smart with how you use your energy
can help make a big difference to your bills
and the environment. Here at RAM Energy
we can offer advice to make your home more
energy efficient. By making a few small, simple
changes around your home you can reduce
your energy consumption and quickly start
saving money.
Five simple energy efficiency tips
1. Turn the heating down a bit. When you
reduceyourthermostatbyjust1°C,you
could save around £85 - £90 per year.
2.Youcansavearound£30ayearjustby
remembering to turn your appliances off
standby mode.
3. Turn your lights off when you’re not using
them.Ifyouswitchalightoffforjusta
few seconds, you will save more energy
than it takes for the light to start up again,
regardless of the type of light. This could save
you around £15 on your annual energy bills.
4. Drying clothes outdoors on a washing line
or indoors on a rack costs nothing and uses
no energy so it is the ideal way to dry your
clothes. If you need to use a tumble dryer,
choose one with a good energy rating which
will help to keep your energy bill down as
much as possible.
5.Cutbackyourwashingmachineusebyjust
one cycle per week and save £5 a year on
energy and a further £8 a year on metered
water bills.
These calculations are an indication of the
amounts you could save on fuel bills by making
energy efficiency improvements. These figures
are either calculated using models or are based
upon evidence of field trials of products. The
amount of money that can be saved will differ
from household to household.
Source: The Energy Saving Trust
www.energysavingtrust.org.uk
You may also be entitled to financial
assistance towards the cost of insulation and
heating improvements depending on your
circumstances. To find out what help and
support you may be entitled to contact the
Energy Saving Trust.
The Energy Saving Trust
Visit: www.energysavingtrust.org.uk
Tel: [phone]
Or visit www.ramenergy.co.uk for information,
energy-saving tips and advice.
Page 5Page 4

3. Your safety and what to do in emergencies
Helping you stay safe
If you smell gas, think you have a gas leak, or are
worried that fumes containing carbon monoxide
are escaping from a gas appliance, then please
call the free Gas Emergency Services emergency
line immediately on 0800 111 999.
If you suspect you have a gas leak
then please follow the advice below.
• Openalldoorsandwindowstoventilatethe
property.
•Donotturnon/offanyelectricalswitches.
•Extinguishallnakedames,donotsmoke,
strike matches or do anything which could
cause ignition.
•Ifthereareanyelectricalsecurityentry
phones/locksthenpleasedonotusethem
and instead open any doors and windows
manually.
All gas appliances need an adequate air supply
tooperatesafelyandmusthaveaueto
remove the waste gasses from the property.
Make sure air vents in doors, windows or walls
arenotblockedandthattheuefromthereor
boiler does not become blocked or obstructed.
Important Safety Checks
Never:
• useagasapplianceifyouthinkthatitisnot
working properly
• coveranapplianceorblocktheconvection
air vents
• blockorobstructanyxedventilationgrilles,
airbricksoroutsideues.
Source: www.co-bealarmed.co.uk
Warning signs
Your gas appliance may not be working
properly if you notice:
• yellowororangeratherthanblueames
(exceptfueleffectresoruelessappliances
whichdisplaythiscolourame)
• sootoryellow/brownstainingaroundoron
appliances
• pilotlightsthatfrequentlyblowout;or
• increasedcondensationontheinsideof
windows.
Gas safety checks
The Health and Safety Executive (HSE) advises
all gas consumers to have their gas appliances
and fittings checked for safety, annually by a Gas
Safe registered installer. At RAM Energy, we may
be able to offer a gas safety check for you which
will be carried out by a fully qualified engineer.
This service will be free for customers who own
and occupy their home, are in receipt of means
tested benefits, have not had a gas safety check
in the last 12 months, and:
• livewithatleastonechildwhoisagedunder
5 years; or
• areover60yearsofage,disabledor
chronically sick, and:
i) live alone, or
ii) live with others, all of whom are over 60, under
18, disabled or have a long term illness.
Source: The Health and Safety Executive website
www.hse.gov.uk
For more details, please contact us on
0800 121 6699.
If, during a gas safety check, the engineer
finds that an appliance is dangerous, it will
be condemned and cannot be used until it is
repaired or replaced and no longer poses any
further danger. If this happens and you need
support or advice, you can call the Gas Safe
Register enquiry number on 0800 408 5500
(lines open Monday to Thursday 9am-
5.30pm and Friday 9am-5pm).
Alternatively visit their website at
www.gassaferegister.co.uk
Help guard against carbon
monoxide: ‘the silent killer’
You can’t see it, smell it or taste it, but carbon
monoxidegascankillorseriouslyinjureinjusta
matter of hours. Carbon monoxide gas can be
produced by faulty gas appliances so, to ensure
your home is safe, you will need to be aware of
the risks listed below that could cause your gas
appliances to become unsafe.
• Yourgasappliancehasnotbeenproperly
installed.
•Yourgasapplianceisnotworkingproperlyor
has developed a combustion fault.
•Yourgasappliancehasnotbeenregularly
maintained by a Gas Safe registered
engineer.
Smart meter installations
Smart meter installations can highlight safety
issues with existing energy appliances. If this
happens our engineer will take all the necessary
steps to ensure that the unsafe appliance is
condemned and take steps to ensure that it
cannot be used until it is repaired or replaced
and no longer poses any danger.
Symptoms of carbon monoxide poisoning
can often be mistaken for flu or food
poisoning and may include all or any of the
following:
•Recurringheadaches
•Nausea,sicknessorstomachpains
•Dizziness
•Tirednessordrowsiness
•Chestpains
•Visualproblems
The symptoms of carbon monoxide poisoning
can come and go. You may find that
symptoms improve when you are away from
home or when the faulty appliance is switched
off. If you suffer from any of these symptoms,
seek medical advice and ask if carbon
monoxide may be the cause.
For further information and advice on the
dangers of carbon monoxide poisoning, please
visit www.co-bealarmed.co.uk
Page 7Page 6

4. Help, Advice and Services
The benefits of being a
RAM Energy customer
To help you get the most from your account with
us, our website is full of helpful information on:
• billsandpayments
• servicesforcustomerswithspecial
requirements
• Pay-As-You-Go
• makinganenquiryorcomplaint
• thecomplaintsprocess.
You can find all these on our website at:
www.ramenergy.co.uk
Our Priority Services Register
We aim to give all our customers an excellent
service and we’ll do everything we can to meet
your needs. The best way to tell us about
your requirements is to add your details to our
Priority Services Register. You’ll qualify if you:
• areofpensionage
• haveadisability
• havealong-termhealthissue
• orinavulnerablesituation.
Onceyoujointheregister,we’llletyouknow
about any changes or interruptions to your
service so you can make other arrangements if
you need to.
TojoinourPriorityServicesRegisterorndout
more,justcallourcustomerservicesteamon
0800 121 6699 or get in touch.
Free services for Priority Services
Register customers
• Youcanagreeapasswordthatcanbe
used for you to identify any person working
for us or for your gas or electricity network
company.
• Youcansendyourbillorstatementtoany
person you nominate as long as that person
has agreed to receive it for you.
• Ifno-oneatyourhomeisabletoread
the meter your supplier can arrange for
a quarterly reading and inform you of the
reading.
• Ifyourmeterisdifculttoaccessandyou
can’treadorinsertyourpaymentcard/key,
we may be able to arrange for the meter to
be relocated.
If you’re visually or hearing impaired we also
provide support to help you manage your
account.
• Large print or Braille bills. You can choose
toreceiveyourelectricityand/orgasbillsand
statements in large print or in Braille, for free.
• Audio Bills. You can choose to receive your
electricityand/orgasbillsandstatementsin
audio format.
For customers who are deaf or have hearing
difficulties, RAM Energy are able to offer free
advice and support for those who have the
correct equipment installed.
Join our password scheme
For extra security, you can use our free password scheme. All you need to do is choose a
password (make sure it’s something no one else can guess) then call us on 0800 121 6699 and let
us know what it is and we will make sure anyone from RAM Energy visiting your home can confirm
it with you.
For further information, please visit the Our Service To You area of our website or call us on
0800 121 6699.
Helping you to feel safe
We take your safety seriously. The RAM Energy representative that visits your home will have the
necessaryskillstodothejobthattheyarevisitingyoufor.Theywillalsobeabletotellyouabout
where you can find help and advice on your energy supply.
Check their ID
Our representatives always carry identification cards. Don’t worry about asking to check their card
carefully as genuine representatives of RAM Energy won’t mind at all.
Call us
If you’re unsure that someone who’s come to your home really is a RAM Energy representative then
please call us on 0800 121 6699 before you let them in and we’ll be happy to check their details.
Finding the information you need
Gotaquestion?Needadviceorhelpwithyourenergyaccount?Youcanndtheanswersto
frequently asked questions on our website at www.ramenergy.co.uk
Page 9Page 8

5. Further help and support
We hope in the first instance you’ll come to us if
you need any help.
If you’re having difficulty paying your energy bills
then please let us know immediately and we’ll
do everything we can to help you. Together we
can look at the best payment options to suit
your circumstances.
You can call us free on 0800 121 6699.
Independent organisations that
offer support if you need it
Citizens Advice Bureau (CAB) Consumer
Helpline
It’s easy to get free, independent advice so that
you ‘know your rights’ as an energy consumer.
You might want to get a better deal, find out
how to make a complaint, get advice about the
quality of your electricity or gas supply, or ask
for help if you’re struggling to pay your bills.
To ‘know your rights’ visit
www.citizensadvice.org.uk/energy
To contact the Citizens Advice consumer
service in England call 03444 111 444.
StepChange
Free advice and help with overcoming debt
problems.
• Call,freephone:0800 138 1111
• Visit:www.stepchange.org
The Energy Saving Trust
Independent, free, expert advice to help you
save energy, find out about energy grants and
reduce your bills.
• CallEnergySavingTrustEnglandon
0300 123 1234. You will be charged at the
national rate.
• Visitwww.energysavingtrust.org.uk
6. Contact us
Getting in touch with RAM Energy is easy.
Phone: [phone]
Postal address:
RAM Energy
Customer Services Team
PO Box 10461
Nottingham NG1 9JS
Please include your name, address and account number on all correspondence that you send us.
Email: [e-mail]
Website: www.ramenergy.co.uk
If you have a gas or electricity emergency
Gas emergencies
If you smell gas, or think you have a gas leak, please call the Gas Emergency Services immediately
on 0800 111 999 (24 hour emergency line).
Electricity emergencies
Your electricity network operator looks after the safety and security of your electricity supply.
TondyourlocalElectricityDistributionNetworkvisitwww.energynetworks.org
Page 11Page 10

Page 13Page 12
7. Introduction to your smart meter
Your smart meter
This is your smart meter and it records how much electricity and gas you are using. Alternatively
you may have a new smart meter to monitor your electric use and your original gas meter. Your
smart meter sends data to an In Home Display (IHD) which is placed in a convenient location so
that you can view your energy use at any time.
Your In Home Display (IHD)
Your IHD sits inside your house in an easy to access place and will help you monitor your energy use.
Powering your IHD
We recommend that you use the mains power to power your IHD as it is much more economical than
batteries. Further information on fitting batteries in your IHD can be found in your Secure Quick Start
Guide included with your IHD installation pack.
How do I get my IHD working?
Don’t worry! Our meter installer will fit your meter and IHD at the same time. The installer will talk to
you about your new IHD and advise you of the best place for the IHD to sit.
Where should the IHD be placed in my home?
Your IHD needs to be a certain distance from the smart meter to ‘talk’ to it. When the icon
displaysthentheIHDisconnectedtotheHomeAreaNetwork(HAN).ThismeansthatyourIHD
is ‘talking’ to the smart meter. If your IHD displays the icon then it has disconnected from the
meter and will need moving nearer the meter or resetting.
8. Getting started with your In Home Display (IHD)
Electricity LED Gas LED

Page 14 Page 15
9. IHD Main Menu 10. IHD Home Screen
The IHD home screen shows your account status
Your account status shows as the default home screen when your IHD ‘wakes up’ after it has been
powered down.
Your IHD’s home screen will be different depending on if you’re a single or dual fuel customer.
Electricity
Menu 26.11.1414:25
Dual
Message History Tariff
£
Account Settings
Gas
DUAL
Check your balance and current
gas and electricity usage
DATE
TIME
SIGNAL
BATTERY
ON/OFFSWITCH MESSAGE ALERT
GAS
See your balance and how
much energy you’ve used today
SETTINGS
Change your targets, screen
brightness and sound
TARIFF
See how much
each unit of
energy’s costing
on your
current plan
HISTORY
See how much energy
you’ve used in the last
week, month or year
MESSAGEINBOX
Read important alerts
ELECTRICITY
Look at your balance and
how much energy you’ve
used today
ACCOUNT
Activate your emergency credit, view your past
top-ups and top-up manually
Waking up your IHD
Your IHD is set to backlight 24 hours a day but don’t worry it costs less than 20p a year to be lit all
thetime.IfyouwouldliketoprogramyourIHDtopowerdownwhenyou’renotusingitjustpopinto
the settings button Settings from the home screen and press ‘Backlight’.
Pressing ‘Backlight’ on the settings button means your screen will go dark after 60 seconds and light
up again when you tap the screen.
Is the display black? Just tap the display area to wake up your IHD.
Getting to the Main Menu
You can always get to the main menu by pressing Menu on any screen.
Energy usage information
Energy usage Information is updated approximately every 30 seconds from your electricity meter and
every minute from your gas meter while energy consumption is in progress.
Home screen of an IHD in dual-fuel
prepayment mode.
Home screen of an IHD in electricity only
prepayment mode.
Home screen of an IHD in dual-fuel
credit mode.
Home screen of an IHD in electricity only
credit mode.
Account Info 26.11.1414:25
Menu
A/C
Dual Fuel
P P
Balance: £25.00
Updated On: 26.11.14 00:22
Days Left: 25
Balance: £25.00
Updated On: 26.11.14 00:22
Days Left: 25
Account Info 26.11.1414:25
Menu
A/C
P
Balance: £25.00
Updated On: 26.11.14 00:22
Days Left: 25
Date Amount
22.09.14 £10.00 Cr
15.06.14 £15.00 Cr
17.03.14 £30.00 Cr
22.12.13 £20.00 Cr
18.09.13 £35.00 Cr
History
Account Info 26.11.1414:25
Menu
A/C
Dual Fuel
C C
Estimated Bill: £25.00
Updated On: 26.11.14 00:22
Estimated Bill: £25.00
Updated On: 26.11.14 00:22
Account Info 26.11.1414:25
Menu
A/C
C
Estimated Bill: £25.00
Updated On: 26.11.14 00:22 Data
History

11. Seeing your account status and real time energy use
Page 16 Page 17
Press the dual fuel button Dual or electricity button Electricity on the main menu to see your account
status.
Your account status screen
The A/C screen gives you a quick picture of your credit balance and recent top-ups.
Press the A/C button to scroll though different energy usage information
screens.
Press again to get the £/h information screen. This will tell you how much it
is costing per hour for the energy you are currently using in real time.
Press once to get the kWh information screen. This will tell you how many
kWh of energy you are using in real time.
Press once more to get the CO2/kg information screen. This screen will tell you
how many CO2 emissions your household is generating.
Pressing the
A/C button will
allow you to see the
energy demand
information dial.
Pressing this
button will allow you
to scroll through
these screens to see
how much energy or
credit you are using.
Account status screen
Energy demand information dial screen
12. How much energy are you using and how much does it cost?
Electricity
Menu 26.11.1414:25
Dual
Message History Tariff
£
Account Settings
Gas
Account Info 26.11.1414:25
Menu
A/C
P
Balance: £25.00
Updated On: 26.11.14 00:22
Days Left: 25
Date Amount
22.09.14 £10.00 Cr
15.06.14 £15.00 Cr
17.03.14 £30.00 Cr
22.12.13 £20.00 Cr
18.09.13 £35.00 Cr
History
Account Info 26.11.1414:25
Menu
A/C
P
Balance: £25.00
Updated On: 26.11.14 00:22
Days Left: 25
Date Amount
22.09.14 £10.00 Cr
15.06.14 £15.00 Cr
17.03.14 £30.00 Cr
22.12.13 £20.00 Cr
18.09.13 £35.00 Cr
History
Usage Now 26.11.1415:08
Menu
kWh
Dual Fuel
P C
ECO
1.45 kW
MED
1.62 kW
A/C
£/h
kWh
C
o
2/kg
Brief summary
of your most
recent top-ups
Your account
status will also
show as the
default screen
when your IHD
‘wakes up’ after it
has been powered
down.
Account Information scrolling button
P = Prepayment Mode
E = Emergency credit
This is approximately
how many days
your energy will last
depending on the
fuel type you have
selected. This is based
on your current usage
and may increase or
decrease depending
on your usage.
This is approximately
how much credit
you have left on your
meter (gas or electric
depending on the
fuel type you have
selected)
When on the ‘Default Screen’, the LED light will only relate to your credit
balance:
Green = plenty of credit
Orange = credit is half used
Red = low credit
You can set your ‘Low Credit Alert’ of choice via the ‘Settings Screen’

Page 18
13. Receiving messages on your IHD 14. History
Page 19
Your home menu screen contains a messages button.
We may send you messages about price changes or information you may need regarding your
credit levels.
Press this button to see if RAM Energy has sent you any messages.
Tap the View button to see the message in full.
Important messages will pop up as shown below. Press OK to close the message.
Your home menu screen contains a history button. Press this button to see how much energy you’ve
used in the past hour, day, week or month.
You can also see if you’re meeting any targets that you’ve programmed into the IHD. See page 22 -
23 for target setting.
Message
Messages 26.11.1414:25
This message is to advise you that
our new tariff prices will be effective
from tomorrow.
Tue 26.11.14 16:25
OK
Messages 26.11.14
2
14:25
Menu
Sun 26.11.14 16:30
Fri 21.11.14 11:00
Wed 19.11.14 09:00
Tue 18.11.14 17:10
Fri 14.11.14 18:00
View
View
View
View
View
History
Day of 26.11 26.11.1414:25
Menu HourkWh
Electricity
12
kWh
00:00 03:00 6:00 9:00 12:00
Total: 122 kWh
Pressing this
Hour button allows
you to see how
much energy you
have used over the
last hour, day, week
and month.
> > >
Pressing either the
Electricity button
or the Gas button
will allow you to
scroll through these
screens to see how
much energy or credit
you are using.
Day
Week
Month

Page 20
15. Tariffs
Your home menu screen contains a tariffs button. The tariff screen will tell you what tariffs you are
currently on for either your electricity or gas.
Press this button to see information on your tariff including the name and rates. The rate you are
currently being charged appears in bold at the top of the information list.
Press the Tariff Tariff
£
button
Then press the Electricity or Gas buttons to move between your tariff information.
16. Settings
Page 21
Your home menu screen contains a settings button. Press this button to see information on your
IHD settings.
This screen will allow you to change your display settings and set targets that will help you stick to
your budget or stick to your eco promises!
Tariff 26.11.1414:25
Menu Electricity
- Eco 5 -
• £0.05 for first 10 kWh
£0.10 thereafter
£0.12 for first 15 kWh
£0.18 thereafter
£0.15 for first 10 kWh
17:00
18:00
Tariff 26.11.1414:25
Menu Gas
- Eco 5 -
• £0.05 for first 10 kWh
£0.10 thereafter
£0.12 for first 15 kWh
£0.18 thereafter
£0.15 for first 10 kWh
17:00
CV: 38.6 MJ/m3
CF: 1.02264
18:00
Electricity Gas
Settings
Settings 26.11.1414:25
Menu Info
Target
Sound
LEDs
Credit Alert
DST
Backlight
Network
Contrast
Erase
On
On
- - -
i
!
Min
Off
1Min
Credit Alert
Target
Network
Daylight
Savings Time
Info - here you can view
your meter serial number
Backlight - press to select whether you want the
display lit up all the time or if you prefer it to switch
off after 1 minute. The light comes back on if you
tap the screen.
Sound - Press to
switchon/off
Contrast - Press to
lighten/darkenscreen
LEDs - Press to
switchon/off
Erase

Page 22
18. Setting a cost target (£) 17. Manage your energy with target setting
Page 23
To set targets tap the target option on the settings menu.
Select the type of energy that you would like to set a target for (Gas or Electricity). Use the top right
option box to set targets for cost or consumption.
Settings 26.11.1414:25
Menu Info
Target
Sound
LEDs
Credit Alert
DST
Backlight
Network
Contrast
Erase
On
On
- - -
i
!
Min
Off
1Min
Tap - - - button
Tap the £
top right option
box to set targets
for cost or energy
consumption
Settings
Targets
Please set your daily targets
per day
per day
26.11.1414:25
Back £
OK
2.50
4.50
Settings
Targets
Please set your daily targets
per day
per day
26.11.1414:25
Back £
OK
2.50
4.50
Settings
Targets
Please set your daily targets
per day
per day
26.11.1414:25
Back £
OK
2.50
4.50
Settings
Daily Target:
2.50
£ per day
26.11.1414:25
Ok Cancel
1 2 3
4 5 6
7 8 9
Delete 0 .
Settings 26.11.1414:25
Targets Set
£5.00/day = £150.00/month
2.50 kWh/day = 75.00 kWh/month
3.00 Co2kg/day = 90.00 Co2kg/month
Edit Confirm
Step 1.
Tap the top right option box
until it shows £
Step 3.
Enter the limit that you would like to
spend in a day and Press OK
Step 2.
Tap the Electricity or Gas buttons to
set targetsfor each energy type
Step 4.
Press Confirm to confirm that the
amount you have inputted is correct

Page 24
20. Payment and topping up 19. Setting energy and eco targets
Page 25
Minimum top-up
Remember
Your minimum top-up per fuel is £5 so you’ll need to top-up £5 on gas and £5 on electricity to get started.
Top-up methods
To top-up using any of the methods below you will need the 19 digit number shown on your smart
meter top-up card.
Top-up in person
Take your top-up card to any PayPoint outlet. It is very important that you keep your receipt from
your top-up at the PayPoint outlet.
Top-up online
To top-up go online to www.ramenergy.co.uk/smart-payments and follow the instructions
on screen.
Top-up over the phone
Call our freephone number on 0800 121 6699 to make a payment .
Manual Top-ups
PayPoint Receipts
If you top-up at a PayPoint outlet or online but the money
does not go onto your meter you can manually top-up your
meter using your PayPoint receipt or PayPoint confirmation
e-mail. Go to page 26 for guidance on manually topping up
your meter.
It is very important that you keep your top-up receipt. In case
of any meter top-up problems you will need the Vend Code
number on your receipt to manually top-up your meter.
Settings
Targets
Please set your daily targets
per day
per day
26.11.1414:25
Back kWh
OK
2.50
4.50
Settings
Targets
Please set your daily targets
per day
per day
26.11.1414:25
Back Co2kg
OK
2.50
4.50
Tap the top right option box on the
targets screen until it shows kWh
Follow steps 2-4.
Setting an energy consumption target (kWh)
Setting a CO2 consumption target (CO2Kg)
How do I know if I’m hitting my targets?
Your IHD has three LED lights on top of it. The colours will tell you if you are getting close to or going
over a set target.
Green Light = You are below 60% of your set target .
Orange Light = You are above 60% of your target but below 100% so its time to check what
appliances are guzzling energy.
Red Light = Oops ! You’ve hit 100% of the target that you set. Best check your heating settings and
appliances and see if there’s anything you can turn off or turn down.
Tap the top right option box on the
targets screen until it shows CO2/kg
Follow steps 2-4.

Page 26
21. Manually topping up your meter
Page 27
Topping up your meter using your IHD
1. Go to the Main Menu
2. Press the Account button Account
3. Select the fuel type that you wish to top up
4. You will see the screen to the right
5. Type in your vending code which you
can find on your PayPoint purchase
e-mail or receipt.
6. Once your top up is successful the screen
will read ‘Transaction Successful’
Unsuccessful top up
If your top up is unsuccessful then the screen will read ‘Transaction failed’
• Youmayhaveinputtedyourcodeincorrectly–ifyouhave,thescreenwilldisplayamessagethat
reads ‘Transaction Failed. Code is incorrect’. If this happens then try to top up again.
If you still can’t top up then call our call centre staff who will be happy to help 0800 121 6699.
Transaction 26.11.1414:25
Menu
Electricity Gas
Account
Type in your
vend code. Press
‘Delete’ to correct.
Press ‘Enter’ to
send.
26.11.1414:25
Back
1 2 3
4 5 6
7 8 9
Delete 0 Enter
Account
Type in your
vend code. Press
‘Delete’ to correct.
Press ‘Enter’ to
send.
23145 - 67893 - 11243 - 99678
26.11.1414:25
Back
E-Credit
Debt
123
456
789
Delete 0 Enter
Warning
LOW CREDIT = £1.00
Press ‘E-Credit’ to use Emergency Credit,
‘Ignore’ to continue
26.11.1414:25
E-Credit Ignore
!
Warning
FRIENDLY CREDIT IS ON
AND WILL END AT 00:00 ON 27.11.14
26.11.1414:25
E-Credit Ignore
!
Warning
FRIENDLY CREDIT PERIOD OVER!
Your supply will be switched off at 15:00
Minimum Top up: £6.00
26.11.1414:25
E-Credit Ignore
!
22. Emergency Credit and Friendly Credit
If the unexpected happens and you can’t top up then you will have the option to use £5 emergency
credit. Your IHD will display the message below.
When you are in Emergency Credit your home
display will show “E” in the bottom left hand
corner of the screen.
Friendly Credit
Ram Energy want to make sure that our customers stay safe and so we offer Friendly Credit. Friendly
Credit is a smart meter function which prevents customers from losing power at vulnerable times. If
your emergency credit runs out after our working hours finish then your supply will not shut off until
9am on the morning of the next working day. This policy gives you the time you need to either get
your meter topped up or restore your supply during business hours.
If you move into Friendly Credit you will see the screen below.
Once the Friendly Credit period ends your IHD will warn you that your supply is due to shut off. At this point
you will need to either top up or contact our customer service centre for further support.
How will you pay back your Emergency Credit and Friendly Credit?
After being in Friendly Credit or Emergency Credit you will need to pay these amounts back when you
top up again. Make sure that you top up enough to pay back any Emergency Credit, Friendly Credit
and weekly collection that you owe as well as enough to give you the energy you need to run your
household.

Page 28 Page 29
23. How to manually top up if your IHD is missing or broken
If there is a problem with your IHD you will need to manually input your Vend Code into your smart
meter. Go to your gas or electricity meters and locate the keypad.
Problems topping up?
2. WiththemeterinVENDMODEyoucaninputthe20digitVendCode
that you will find on your PayPoint receipt.
 WhenyouareinVENDMODEyour‘A’ button becomes a delete
button so if you do get anything in wrong you can delete it and re input.
VEND MODE
REJECTED
DUPLICATE
INCORRECT
INCOMPLETE
ADDED 3. Once you’ve put in all your 20 digits press the red ‘B’ button. The screen
should then show you the amount you topped up by followed by the
message ADDED. Your meter is now topped up.
If you see any of these messages then you should re input your Vend
Code, you may have put in a wrong number.
If you continue to see any of these messages then get in touch with our
customer service staff who will be happy to help.
Keypads for manual input
Keypads for manual input
1. Using the meter keypad, give the blue key ‘A’ a quick press.
 ThiswilltellthemeterthatyouwanttotopupinVENDMODE.
123
456
789
A 0 B
24. Taking a meter reading
To access your meter reading start by pressing on the keypad.
123
456
789
A 0 B
Taking your electricity reading
Taking your gas reading
After pressing wait two seconds.
You will see the letters IMP KWH.
Wait two seconds.
IMP KWH
00000 15.6
kWh
After two seconds you will see your meter reading.
In this example 15.6 kWh have been recorded as a meter reading.
volume After pressing wait two seconds.
You will see the word VOLUME.
Wait two seconds.
02554.0 After two seconds you will see a M3symbol followed by a number.
This number is your gas reading.
m3
ON HAN
E1
ON HAN
E1
ON HAN
ON HAN
Your smart electricity and gas meters both have 10 digit key pads.
See page 28 to locate your keypad.

25. Problems with your smart meter?
Smart meter installation
Things can sometimes go wrong when installing your smart meter. If this happens our engineers will
let you know what will happen next. We will fix any problems identified as soon as possible.
Reporting repairs to your meter
If you’d like to report any issues with your smart meter or IHD you can contact us via our freephone
number 0800 121 6699 or email [e-mail]
Checking the progress of your meter repair
If you’d like further details on the progress of your repair you can get in touch using the contact details
above.
Repair Charges
If your smart meter or IHD are faulty then they will be repaired or replaced free of charge.
Deliberate damage to your smart meter or IHD will result in charges being applied to your account
as stated in our Terms and Conditions.
Page 30