We know some of our customers are currently experiencing technical issues with their SMETS2 smart meters.
Rest assured, your smart meter is still safe to use and is still working – it’s just not communicating with us for the moment.
We’re working hard to resolve these issues. If this has affected you, we appreciate your patience. We’ll be in touch as soon as we can to get the problem fixed.
In the meantime, please send us your meter readings by webchat or using our automated phone line: 0330 094 5800. We’re sorry but, for now, you can't submit your smart meter reading online or in the app.
Why can’t you just exchange my meter?
Unfortunately, smart meters – and the network that connects them – are so complicated we can’t just resolve the issues by replacing your meter. This wouldn’t always fix the problem. Instead we’re working to find a solution to all the SMETS2 smart meter issues we’re facing.
Would switching supplier fix the problem?
These issues are industry-wide, so other energy suppliers are experiencing similar challenges.