How do I cancel or change my smart meter installation appointment?

Go to Smart meters in MyAccount to change or cancel your smart meter installation appointment.

You can reschedule your appointment up to 48 hours in advance.

If you can't use MyAccount for any reason, please call us on 0333 200 5104(1).

What happens at my smart meter installation?

  • On the day of your appointment, your installer will call to let you know they're on the way
  • Each meter will take about an hour to replace. You'll need to be at home throughout, so please allow yourself enough time
  • Your electricity and gas will be switched off for about half an hour during each meter change
  • Your installer will tidy up when the installation is finished, and show you how to use your smart meter before they go

When do I get my in-home display?

You can get your free in-home display when your new smart meter is connected to the network. If that happens on the day of your installation, your installer will give you the in-home display.

Didn't happen on the day? Our smart meter team will be working away in the background to get your smart meter connected.

As soon you're connected, we'll let you know how to order your in-home display. This will usually be within three weeks of your installation.

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  1. Calls may be monitored and recorded as part of our customer care programme. Calls to 0800 numbers are free from BT landlines; other network operators' charges may vary. Lines are open Mon-Fri 8am to 6pm and Saturday 8am to 2pm

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