Why isn’t my smart meter working?

We’ve recently identified a number of issues that have impacted our second generation smart meters. This means that we’re currently unable to collect meter readings automatically from some of our gas and electricity smart meters. 

If this issue has impacted you, we’ll have sent you an email telling you that the meter has stopped sending us reads.

What should I do?

There’s no need for you to contact us. We’ll be in touch to let you know that we’ve managed to fix the meter remotely or, in some cases, we may need to organise a follow-up appointment. We expect that any necessary visits to reset your meter will be short and straightforward.

In the meantime, to ensure that you’re billed for your actual usage, please send us a reading through your online account or app. You may not have read your smart meter before, so here’s our easy guide on how to read your smart meter manually

Is the meter still safe?

It's really important to note that these issues don’t affect the safety or accuracy of the meters. They’ll continue to record the amount of gas or electricity that you’re using. The problem is only with the meters being able to send the reading information to us.

We apologise

We’re very sorry for any inconvenience caused, and we thank you for your patience. We’ll get your meter’s smart functionality up and running as soon as possible.

Emergencies

Smell gas? Call 0800 111 999 for the emergency gas service. Turn off the gas at the emergency valve, open all windows if the smell is within the house, and avoid naked flames.

Loss of supply? If multiple properties are affected, call 105 for electricity, and 0800 111 999 for gas. For more information, see our online help articles for electricity and gas.