If you’re having problems with your smart meter

If you think your smart meter isn’t working properly or sending readings, there are checks you can make before contacting your supplier for help.

If you're having problems with the small portable screen that shows how much energy you’re using, you might be able to fix it yourself. Find out about fixing problems with your in-home display (IHD).

Check if your smart meter is sending automatic readings

Smart meters will usually send readings to your energy supplier automatically. This means your supplier can give you accurate bills. If there’s a problem sending readings, your bills will be estimated.

Your bill will have at least 2 meter readings. Look at your bill to check if the final reading or all readings are estimated. If you see the word ‘estimated’ or an ‘E’ close to the readings, it’s likely your supplier isn’t getting automatic readings.

If you've just had a smart meter installed or recently switched energy suppliers, it can take a few weeks for your account to be set up. Your readings should start to show on your bill when your account is set up.

If your supplier isn't getting automatic readings

If you aren’t waiting for your account to be set up, you might be getting estimated bills because:

• your supplier can’t read your type of smart meter

• your meter isn’t connecting to the ‘smart meter network’

• your smart meter needs a new battery or has a fault

• your meter has smart mode turned off

• your meter isn’t a smart meter

Check if your supplier can’t read your type of smart meter

This can happen when you switch suppliers or move into a new home. 

If you’ve switched supplier, you might have to wait a few weeks for your account to be set up. If your supplier can read your type of meter, readings should show on your bill after your account is set up.

Your supplier might not be able to get your energy readings if you have a first-generation smart meter. If you’ve moved, you might find this type of smart meter in your new home. Check if you have a first-generation smart meter.

Check if your meter isn’t connecting to the smart meter network

Your smart meter needs to connect to the ‘Wide Area Network’ (WAN) to send readings to your supplier. The WAN is the smart meter network that sends meter readings to your supplier. It does this using mobile phone or radio signals. 

You can find out if your meter should work in smart mode. If it should, then it must be connected to the WAN. Check if your smart meter should work in smart mode.

Your supplier shouldn’t try to install a smart meter unless the Data Communications Company (DCC) says you have a WAN signal. The DCC is in charge of the WAN.

If your supplier installs a smart meter and it doesn’t connect to the WAN, it’s the responsibility of the DCC. The DCC has to connect you within 90 days.  If it’s been more than 90 days since the installation and your smart meter isn’t connecting to the WAN, tell your supplier.

Check if your smart meter needs a new battery or has a fault 

If the display on your smart meter has gone blank, it might need resetting or a new battery. 

If the screen has a message such as ‘error’, ‘call help’ or ‘battery’, there’s probably a fault with the meter.

It's rare for a smart meter to stop working. If you think it has a fault or needs a new battery, ask your supplier to send an engineer - don't try to fix it yourself.   If your smart meter is in prepayment mode, you should contact your supplier as soon as possible. You might be left with no energy. Check if your prepayment meter isn't working properly.

Check if your smart meter has smart mode turned off

If you have a smart meter, it's usually set up to work in smart mode. Smart mode means your meter should send readings to your supplier. If you’re a prepayment customer, smart mode means you can top up online.

You can ask your supplier if smart mode is on. If smart mode is off, you can ask them to turn it on. They might be able to turn it on without a visit. If they can’t, ask them to send an engineer.

If your supplier won’t turn on smart mode, remind them they must ‘take all reasonable steps’ to get smart mode working. 

If your supplier won’t set up smart mode on your meter

Ask your supplier why they won’t make your smart meter work in smart mode. They might say it’s because of something they can’t control - for example, a weak smart meter network signal in your area.

If your supplier doesn’t give you a good reason why they can’t get your smart meter to work in smart mode, you should complain. Tell them they must ‘take all reasonable steps’ to get smart mode working. 

Check how to complain to your energy supplier.

If you still aren’t satisfied with the reason your supplier gives, you can complain to the Energy Ombudsman.

Check your meter is a smart meter

Smart meters usually come with a portable display that shows how much energy you’re using.

You can use our smart meter checker to see if your meter should be on the smart meter network. If it doesn’t recognise your meter, it’s probably not a smart meter.

Check if your energy meter should work in smart mode. 

If you want a smart meter, you can check how to get a smart meter installed. 

If you’ve been getting estimated bills for a while

You should check how long you’ve been getting estimated bills. Your supplier might not have charged you enough when they estimated your bills. It’s also possible your supplier charged you too much.

The difference between your estimated reading and your actual meter reading can grow over time. It can add up to a lot of money.

If your estimated bills have been too low, check what to do if you haven't had an accurate bill for a while.

If your estimated bills have been too high, check how to claim back credit from your supplier.

Get accurate bills if your supplier can’t take automatic meter readings

You should take readings yourself. Send them to your supplier once a month. Submit your readings on their website or app - if you can’t, call your supplier. 

Check how to read your smart electricity meter.

Check how to read your smart gas meter.

If you can't get to your meter, or you struggle to take the readings, you can apply to go on your supplier's ‘priority services register’. This is a list of customers who need extra support, which can include regular visits to read your meter.

You can sign up if you're either:

• of State Pension age

• disabled or have a long-term health condition

• considered ‘vulnerable’ by your energy network

Check how to apply to the priority services register.

If you think the readings on your bill are wrong

If you’re getting estimated bills, check the section above called “Get accurate bills if your supplier can’t take automatic meter readings”.

If you think your meter isn’t accurate, check what to do if you think you’ve been charged the wrong amount for your energy. 

If you think your supplier is charging you for the wrong property

You can check if your supplier has taken the meter readings on your bill from the correct meter. You can compare your meter’s identification number to the meter identification number on your bill. 

Check if the bill is for the wrong meter. You'll need to go to the section called 'Check if the bill is for the wrong meter’ 

If you switched supplier recently

It can take a few weeks for your account to be set up and your readings to appear on your bill.

If you continue to get estimated bills, you should check if you have a first-generation smart meter. Your new supplier might not be able to read it.

You can check if you have a first-generation smart meter.

If you have a first-generation smart meter that your supplier can't read, you might have to wait for the Data Communications Company (DCC) to upgrade your meter - this is done automatically.

You might be able to switch back to the supplier that installed your meter. That supplier will be able to read your meter automatically. Check the contract of your new supplier before you switch back - you might be charged a cancellation fee.

If you have a second-generation smart meter or a compatible first-generation smart meter, contact your supplier. Ask them to look into why they aren’t getting readings from your smart meter.

If you're waiting for an upgrade to your first-generation smart meter

If you have a first-generation smart meter, the Data Communications Company (DCC) should upgrade it. The DCC is in charge of upgrading all first-generation smart meters in the country. 

The upgrade should happen automatically - you don't need to do anything. As it’s a software update that can be done over the network, you shouldn’t need a visit from an engineer. 

If there's a problem with the upgrade, the DCC will talk to your supplier. Your supplier might need to install a second-generation smart meter. Your supplier will contact you to let you know.

There's no need to contact the DCC or your supplier. Neither the supplier nor the DCC can make the upgrade happen sooner. You can find out more about upgrading first-generation smart meters on the DCC website.

If another appliance has stopped working after a smart meter installation

You might find an appliance's clock or timer goes wrong after you have a smart meter installed. For example, this might happen to your storage heater or oven. This is usually related to the engineer turning your power off during installation. You should use the appliance’s instruction manual to find out how to reset the clock or timer.

If you can't get the clock or timer to work, or you have a different problem, contact the company that made the appliance for help.

If you had a radio teleswitch (RTS) meter or a dynamically teleswitched (DTS) meter replaced with a smart meter, you might find some problems with appliances on timers. Contact your supplier for advice.

If you’re not sure if you had an RTS or DTS meter, you can check what RTS and DTS meters look like.

Further help

You can find out how to save money on your gas and electricity to keep your bills down.

Contact the Citizens Advice consumer service if you need more help - a trained adviser can give you advice over the phone or online chat.

If you’re struggling with living costs

If you’re struggling with money, there are things you can do to save on your regular living costs. Check what to do if you need help with living costs.

If you’re finding it hard to pay your bills, you can get help. Find out more about getting help with your bills.

You can also get help with debts.

If you're struggling to pay for food, find out how to get help from a food bank.