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Faulty or damaged meter

Why has my smart meter stopped giving meter readings?

Just like your mobile phone, your smart meter can sometimes lose connection to the network.

Your meter should reconnect automatically and update your readings once the connection to the network is back up and running.

What happens next...

If your meter loses connection for more than a week, our smart meter team will automatically start trying to get you reconnected.

This can take a couple of months, as it can be tricky to work out what's blocking the connection.

You can do a few simple checks to see if anything at home might have blocked the connection:

  • Have you put extra equipment in the cupboard along side your smart meter?
  • Have you moved any furniture that could block the signal?
  • Have you recently parked a van outside your house?

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.