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New gas meter isn't giving readings

Sorry we couldn't get your new smart gas meter up and running straight away. During the installation, one of two connection issues caused the problem:

  1. We couldn't connect your electricity and gas meters to the national smart meter network. Low signal strength, a systems update or even bad weather could have blocked the connection at the time of your installation.
  2. We couldn't connect your gas meter to your electricity meter. This needs to happen as your gas meter sends its readings via your electricity meter.

What happens next...

You don't need to do anything at the moment, as our smart meter team will be working away in the background to get you connected. We'll be in touch within three weeks of your installation to let you know the next steps.

While you wait...

Smart Pay As You Go: You can still top up when your meter isn't connected – but you'll need to use the UTRN you get after each top up to add the credit to your meter manually. How do I use my UTRN to add credit manually?

Smart (credit): Your meter will be recording your energy use in the normal way, but you might have to submit your own meter reading (only if we ask). How to read your smart meter >