Smart Pay As You Go Meter
I'm having trouble with...
I have a smart meter...
The problem is...
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Do I need to give a meter reading?
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My new smart meter isn't working yet
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My gas meter isn't giving readings yet – what can I do?
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My smart meter has stopped giving meter readings – what can I do about it?
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Faulty or damaged meter
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I didn't get an in-home display with my new smart meter – can I get one now?
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How do I set up my in-home display?
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Faulty or damaged in-home display
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What can I do if I've given you the wrong meter reading?
My smart meter has stopped giving meter readings – what can I do about it?
Just like your mobile phone, your smart meter can occasionally lose connection to the network. It usually sorts itself out, and starts sending your meter readings again.
But it could be something at home that's blocking the signal – so it's worth checking if you have:
- Put extra equipment in the cupboard where your smart meter is
- Moved any furniture that could block the signal
- Started parking a van outside your house
What happens next...
You don't need to do anything at the moment. Our smart meter team get an alert a week after your meter lost connection. They'll be working away in the background to get you reconnected.
Unfortunately, this can take a couple of months. It's sometimes tricky to work out what's blocking the signal.
While you wait...
Smart Pay As You Go
Even though your meter isn't connected yet, you can still top up. You just have to manually add the credit each time you top up.
Smart (credit)
Your meter will be recording your energy use in the normal way. If it's time for your meter reading, we'll ask you to submit your own meter reading.