Smart meter installation process and troubleshooting

As with any change – even a change for the better – it’s normal that you might experience one or two teething issues with your smart meter.

If you spot anything that’s not working as it should be – we’re here to help.

 

You have a smart meter! Now here’s how to use it.

Everything will carry on as normal with your original energy supplier once your smart meter has been installed. Your installer will give you the option to have a smart meter in-home display (also known as smart meter monitor) and show you how to use it. Sometimes, your installer might have an issue when installing your smart meter. This could be because the meter has trouble connecting to the network. If your installer can’t set up your smart meter while at your home, we will attempt to connect it remotely and then write to you to confirm the outcome. Any questions you might have about this can be answered quickly by our live chat service.

If your smart meter is working fine but your installer said they couldn’t get the gas meter set up, that’s normal at the moment. We’re temporarily unable to connect gas meters to the smart network. We’re working hard to get gas meters connected. In the meantime, you will have to give manual readings for gas. To submit a manual gas reading, visit MyAccount.

During the smart meter installation process, your installer should show you how to read your smart meter monitor. If you’re having trouble reading it visit our page on how to read your smart meter monitor. You’ll be able to see how much energy you’re using in pounds and pence and you can change your settings to submit readings as regularly as you like.

 

Troubleshooting

If the screen of your smart meter monitor is blank, it’s probably just asleep or needs to be plugged in. To wake it up, press any button and it should spring into life. You can also try resetting it. Have a look at our using your smart meter page and pick the relevant in-home display. 

If your smart meter monitor is showing an error code, it’s best to give us a call on 0333 009 7000(1) (we're open Monday to Friday from 8am to 8pm, and on Saturday from 8am to 2pm). Have your account number ready for us to help you. You can also visit our handy page on using your smart meter.

Smart meters should send us their readings automatically. Occasionally, your smart meter might be unable to send us automatic readings (for example, when the signal is weak or interrupted).

If your smart meter has stopped being ‘smart’, it will still work like a traditional meter. It won’t cause any disruption to your supply, or cost you any more or less money. It just means it’s not sending us readings automatically and wirelessly. If that's the case, you’ll have to send a manual reading so we can bill you more accurately.

As the national infrastructure improves over time, this problem should become less and less common. But until then, if you do need to submit a manual reading, you can do that by visiting MyAccount.

If you’re having problems accessing your online account after switching from a prepayment meter to a smart meter, it’s because your account number will have changed. You’ll need to reset your online account. Get in touch over Live Chat and we’ll send you a link to reset your details.

After you’ve switched to a smart meter, you still need to keep an eye on the safety of your energy supply. If your gas smart meter isn't displaying any information, this might be a sign of a gas leak. If you smell gas or think you have a gas leak, call the National Gas Emergency Services immediately on their free emergency number – 0800 111 999. Lines are open 24 hours a day, every day, including bank holidays.