Frequently Asked Questions

  • What do I do if I have lost my top-up card?

If you have lost or reported stolen your Enviroenergy top-up card, please call us on 0115 9556677 to discuss alternate methods of payment.

  • My top-up card is faulty and not working at the shop? 

Please call us on 0115 9556677 to discuss alternative methods of payment.

  • My credit is not loading on to the meter?
  1. Keep your receipt
  2. Contact Enviroenergy on 0115 955 6677, who will check if an engineer needs to attend.
  3. You may have a faulty card or credit was not loaded correctly in the shop.
  • Frozen display? I.e. credit is staying the same amount.
  1. Contact Enviroenergy on 0115 955 6677, who will check if an engineer needs to attend.
  • Meter display issues?
  1. Check to see if both top and bottom displays are working:
  2. If one is not working contact Enviroenergy on 0115 955 6677 and who will check if an engineer needs to attend..

How to do a Black Button Reset on your Danfoss programmer: Please see below

Starting and re-setting the unit:

  1. Move the slider switch to ‘Right’ using a non-metallic object i.e. a matchstick.
  2. Gently use a pen to press the black button that is under the slider.
  3. IMPORTANT Return the ‘slider switch’ to the run position.
  • I have heating but no hot water or I have hot water but no heating:
  • If Heating/Hot water switches are off and still having heating and hot water:
  • If Heating/Hot water switches are off and the RED light still on:
  1. You will need to do a Black Button Reset.
  2. If that does not work, contact Enviroenergy on 0115 955 6677, who will check if an engineer needs to attend.
  3. If only the heating or hot water has stopped working, then contact your property owner MHT/NCH/private property owner for them to arrange for an engineer to attend as it could be a plumbing issue.

How to reset your Secure programmer; please see below

If you have no heating or hot water, please try a reset of the programmer first before calling us.

Reset Procedure:

WARNING: Resetting the programmer will change all of the custom On/Off times you have setup back to their default settings. Further instructions on how to set this up again are below.

  • Lower the flap of the unit, by pushing down the ends of both sides of the bottom of the programmer.
  • On the Channel, press the ADVANCE and BLUE button together at the same time.
  • Release and the programmer has reset.
  • Close the flap.

Setting the timer:

The BOOST button will put the heating/hot water on for 1 or 2 hours.

  1. [BOOST] If pressed once, will give an hour of heating or hot water, then switch off automatically.

 

  1. [BOOST] If pressed again in quick succession, will activate for two hours and then switch off automatically.

 

  1. [BOOST] If pressed three times in quick succession, the heating or hot water will switch off.

Note: To indicate the boost is active the [BOOST] button under the selected channel will stay illuminated for the duration of the boost/extension period. The display will also show the updated time when it will switch off or on.

The [ADVANCE] button does the opposite of the [BOOST] button – it brings forward the next on/off timings. The advance button will bring a timer setting ‘ON’ which is currently ‘OFF’ or switch the timed session ’OFF’ which is currently ‘ON’.

Switching on/off the heating and hot water – press the BLUE button. The left is hot water, the right is heating.

  • Press once to switch on heating/hot water.
  • Press a second time to switch it off
  • Press a third time to switch off until 16:30
  • Press a fourth time to switch on until 22:30.
  • Poor heating/Hot water:
  1. Contact your landlord MHT/NCH/private landlord for an engineer as it could be a plumbing issue.
  • Noise coming from HIU/Boiler; but, meter is working.
  1. Contact your landlord MHT/NCH/private landlord for an engineer as it could be a plumbing issue.
  • How many types of meters in your property?

There are two types of meter.

One is your prepayment where you top up (Left picture) and the second KWH meter for your energy use, which is what you need to read and provide to us if you want a statement producing.

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  • Do you want an up to date statement or invoice?

Please provide a KWH read and the credit on the prepayment meter.

  • Where can you find a KWH meter read?
  1. KWH meter reading is located in your Heat Interface Unit.