We’re aware of certain issues affecting SMETS2 smart meters. A small number aren’t sending readings, which means that bills are being based on estimated reads. We’re working hard to resolve this and appreciate your patience.

How do I know if there’s an issue with my smart meter?

You may receive a request to submit your reading online. Or you might notice that your bill has used estimated readings. 

What’s the problem? 

The issues affecting SMETS2 smart meters are industry-wide. This means that other energy suppliers are experiencing similar challenges. 

Can’t you just change my meter?

If we changed your smart meter, there’s no guarantee it would resolve the issue. But we’re working hard to find a solution and will keep you posted. 

I recently switched to Shell Energy and my smart meter no longer works

When you switch to us from another supplier, you may find that your smart meter stops sending automatic meter readings. 

We’ll try to connect to your meter on or around the date your supply moves to us, but sometimes the service request we send times out or fails. We’ll keep on trying, but if it continues to fail, your smart meter will become a standard meter and you’ll need to submit monthly readings for an accurate bill. 

My meter was working fine, but has stopped sending readings

There are a few reasons this can happen, including network coverage problems, a fault with the meter, or a change at home interfering with the signal. We’ll check for any issues, but sometimes these can’t be resolved. 

If this is the case, your smart meter will become a standard meter and you’ll need to submit monthly readings for an accurate bill. 

My smart meter has been installed but can’t start the joining process

Your engineer might install your SMETS2 smart meter only to find that it can’t start the joining process. If this happens to you, our partner SMS plc will contact you three times (by phone, email and text) to arrange a new appointment to complete your meter setup. 

My meter joined but couldn’t complete the commissioning process

It may be that your SMETS2 smart meter is successfully installed and joined, but can’t complete the commissioning process. This is where we set the meter up to make sure it operates as a smart meter. 

Setting up a smart meter is a complex process. We’ll retry the step that failed up to three times, which, in most cases, will resolve the issue. But if we can’t complete the setup, your smart meter will become a standard meter and you’ll need to submit monthly readings for an accurate bill. 

There’s no signal at my house

The engineer might arrive at your home to find there’s no mobile connectivity – known as WAN – so the meter can’t connect to the network. Your engineer will let you know if this is the case. 

The Data Communications Company (DCC) is responsible for making sure your home has the connectivity to operate a smart meter. If the mobile connectivity isn’t available, we raise an incident to the DCC so they can fix the issue. This normally happens within 90 days. 

Once that’s done, we can arrange a new appointment to complete the setup. Sometimes the DCC may tell us we need to install an aerial to communicate with your meter. 

Occasionally, they can’t establish connectivity. If that happens, your meter will operate as a standard meter and you’ll have to submit monthly readings for an accurate bill.