Troubleshooting a non-working gas smart meter

A non-working gas smart meter can be frustrating, leading to concerns about accurate billing and continued energy supply. While your gas supply should generally not be affected, a fully depleted battery on an older smart meter model (SMETS1) can cut off supply. You may also receive estimated bills until any issues are resolved. This guide provides clear steps to troubleshoot common problems and explains when and how to contact your energy supplier.

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Understanding your gas smart meter and its display

Smart meters are designed to simplify energy management by automatically sending meter readings to your energy supplier. This ensures accurate billing and removes the need for manual submissions, giving you a clearer picture of your energy use.

How a smart meter works

Your gas smart meter records your energy consumption digitally. Unlike traditional meters that require manual checks, smart meters are designed to communicate this data directly and securely to your energy supplier. This automated process helps to ensure your bills reflect your actual usage, rather than estimates. To learn more about how these devices operate, you can read our article on what is a smart meter.

What your In-Home display (IHD) shows

Your In-Home Display (IHD) is a portable screen that connects wirelessly to your smart meter. It shows near real-time information about your energy consumption, including how much gas you're using and its cost. While the IHD provides a convenient way to monitor your usage, its display not working doesn't necessarily mean your smart meter itself is faulty. The meter and the IHD are separate devices; the meter continues to record usage even if the IHD is blank. If you're experiencing issues with your IHD, you might find our guide on In-Home display (IHD) not working helpful.

Common signs of a problem

Signs that your gas smart meter might not be working correctly include error messages on the meter itself, or a noticeable discrepancy between your actual usage and what's shown on your IHD. A blank or frozen IHD screen usually indicates an IHD issue, not necessarily a meter fault. If you've been submitting manual readings after having a smart meter installed, this also indicates a communication issue.

Initial troubleshooting steps for a non-working gas smart meter

Before contacting your energy supplier, there are a few simple checks you can perform to diagnose and potentially resolve the issue.

Check the meter itself

Go directly to your gas smart meter, usually located outside your property in a meter box, or sometimes inside near the entry point of your gas supply. Look for any lights or messages on the meter's display. A green light typically indicates it's working correctly, while a red or amber light, or an error code, could signal a problem. Note down any specific error messages or codes you see. Gas meter displays often go to sleep to preserve battery; pressing and holding a button for about 10 seconds typically wakes the display.

Reboot your In-Home display (IHD)

If your IHD is blank or unresponsive, try rebooting it. This usually involves unplugging it from the mains, waiting for a few minutes, and then plugging it back in. For battery-operated IHDs, you might need to remove and reinsert the batteries. Rebooting the IHD can often resolve minor display glitches without affecting the meter's operation.

Look for power issues or error codes

Ensure your IHD is properly plugged into a working power socket if it's mains-powered. If your meter has an error code, consult its manual or search online for what that specific code means. This can provide valuable information when you speak to your supplier.

Common reasons why your gas smart meter might not be working

Several factors can cause a gas smart meter to stop communicating or display incorrect information. Understanding these can help you explain the situation to your energy supplier.

Loss of communication

Smart meters rely on a secure network to send readings. If your meter loses connection to this network, it won't be able to send automatic readings. This can happen due to network outages, changes in your property (such as new building work blocking the signal), or issues with the meter's internal communication module.

Battery issues (for gas meters)

Unlike electricity smart meters, which are typically mains-powered, gas smart meters are battery-powered. If the battery is low or has run out, the meter may stop transmitting data or its display could go blank. A depleted or dead battery requires the entire gas meter to be exchanged, not just the battery. This is because the battery in a gas meter is not a user or engineer-replaceable part; it is sealed inside the meter. For SMETS1 gas meters, a fully dead battery will also close an internal safety valve, cutting off your gas supply until the meter is replaced.

Software glitches or updates

Like any electronic device, smart meters can experience temporary software glitches. Sometimes, an automatic software update can also cause a temporary disruption in service or display issues. These issues are usually resolved remotely by your supplier.

Meter fault or damage

In some cases, the meter itself may have developed a fault or sustained damage. This could be due to manufacturing defects, wear and tear, or external factors. If you suspect physical damage, do not attempt to repair it yourself; contact your energy supplier immediately.

When to contact your energy supplier

If you've tried the initial troubleshooting steps and your gas smart meter is still not working, it's time to contact your energy supplier. They are responsible for maintaining and repairing your smart meter.

Gathering necessary information

Before you call, have your account number, address, and any specific details about the issue ready. This includes any error codes you've noted, when the problem started, and what troubleshooting steps you've already taken. This information will help your supplier diagnose the problem more quickly.

Understanding supplier responsibility

Ofgem, the energy regulator in Great Britain, sets standards for smart meter installation and maintenance. Your energy supplier is obligated to replace faulty smart meters at no direct cost to you. From 23 February 2026, new smart meter Guaranteed Standards of Performance came into effect. If your supplier fails to meet certain service benchmarks, they may owe you £40 in automatic compensation. For example, if you report a smart meter problem, your supplier must carry out an initial assessment and provide a resolution plan within five working days. Additionally, energy suppliers will soon have up to 90 days to fix a faulty smart meter that isn't sending readings, or they could face enforcement action from Ofgem.

What to expect when you call

When you contact your supplier, they will typically guide you through further troubleshooting steps over the phone. If the issue cannot be resolved remotely, they will arrange for an engineer to visit your property.

Ensuring accurate billing and continued supply

A non-working smart meter can raise concerns about billing accuracy. Here's how to ensure you're still billed correctly and maintain peace of mind.

Submitting manual meter readings

If your smart meter isn't sending automatic readings, your energy supplier may ask you to submit manual meter readings. This is crucial for ensuring your bills remain accurate and don't rely on estimates. Make a note of your readings and the date you take them. You can usually submit these through your supplier's website, app, or over the phone. For guidance on how to read your meter, you can refer to our article on how to read your smart meter.

What happens with estimated bills

If you cannot provide manual readings, your supplier will issue estimated bills based on your past usage. While your supply will continue, estimated bills can sometimes be inaccurate, leading to under or overpayments. Once your smart meter is fixed and starts sending readings again, your account will be adjusted to reflect your actual usage, and any discrepancies will be corrected.

Your rights as a customer

As an energy customer, you have rights regarding your smart meter. Ofgem regulates energy suppliers to ensure they meet their obligations, including maintaining smart meters. If you feel your supplier is not addressing your smart meter issue adequately, you can raise a complaint with them. If you're not satisfied with their response, you can escalate your complaint to the Energy Ombudsman. If you smell gas, you should immediately call the National Gas Emergency Service on 0800 111 999.

Don't let a faulty smart meter add stress to your home. Fuse Energy is committed to making energy simple and transparent. Switch to Fuse Energy for clear pricing, in-app usage data, and dedicated support that helps you manage your energy effectively. Our online sign-up process is quick and easy, getting you started on a smarter energy journey in minutes.

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