What to do if your gas smart meter is not working

A gas smart meter that isn't working usually comes down to one of three things: a lost connection to the smart meter network, a depleted meter battery, or a fault with the in-home display rather than the meter itself. Most of these can be diagnosed at home in minutes, and if your supplier fails to provide a plan to fix a reported fault within five working days, you're entitled to £40 compensation. Here's how to troubleshoot, and when to escalate.

If you're experiencing issues with your gas smart meter, getting clear information about your energy usage is even more important. Fuse Energy provides transparent pricing and an intuitive app to help you understand and manage your energy consumption. Click here to switch to Fuse Energy today.

Why your gas smart meter might not be working

Smart meters, while convenient, can encounter various issues that prevent them from functioning correctly. Understanding these common problems is the first step towards resolving them.

Common causes of malfunction

Several factors can cause a gas smart meter to malfunction. These often include a loss of connection to the smart meter network, a depleted battery (for gas meters, which are battery-powered), or a fault with the meter itself. Sometimes, issues with your in-home display (IHD) might make it seem like the smart meter is faulty, even if it's working correctly.

Understanding your in-home display (IHD)

Your in-home display (IHD) is a portable device that shows your energy usage in near real-time, connecting wirelessly to your smart meters. An IHD is optional and not required for billing or the meter's operation. If your IHD isn't working, it doesn't automatically mean your smart meter is faulty. Common IHD issues include being too far from the meter, needing a reboot, or a low battery. The Fuse app can also act as a remote IHD, showing your hourly, daily, monthly, and annual usage.

Initial troubleshooting steps for your gas smart meter

Before contacting your energy supplier, performing a few basic checks can often resolve common smart meter issues.

Checking the power supply and connections

For your gas smart meter, check if its display is completely blank or showing an error message. Gas meter displays often go to sleep to preserve battery, which is normal and not a fault in itself. Pressing and holding a button on the meter for about 10 seconds typically wakes the display. If your IHD is not working, try moving it closer to your smart meter, plugging it into a different socket, or restarting it. Ensure any cables are securely connected if your IHD is mains-powered.

Performing a safe reboot

Sometimes, a simple reboot can restore functionality. For your IHD, you can usually reboot it by unplugging it, waiting a few minutes, and then plugging it back in. For the gas smart meter itself, you should generally not attempt to tamper with it. If a reboot is required for the meter, your energy supplier will provide specific, safe instructions.

What to do if your gas supply is off

If your gas supply is completely off, contact your energy supplier for assistance. This is distinct from a gas leak, which is an immediate safety risk. Do not attempt to fix the meter yourself. Your supplier should help investigate and resolve the loss of supply.

When to contact your energy supplier

If basic troubleshooting doesn't resolve the issue, it's time to contact your energy supplier. They coordinate with meter operators and network operators to ensure your smart meter works correctly.

Gathering necessary information

Before calling, have your account number, meter serial number (MSN), and a description of the problem ready. Note down any troubleshooting steps you've already taken. This information will help your supplier diagnose the issue more quickly.

Contacting your provider

Your energy supplier's customer service team is your first point of contact. Explain the problem clearly and mention any error codes or unusual behaviour from your meter or IHD. Energy suppliers are responsible for coordinating the installation and maintenance of smart meters.

Understanding contact numbers

Most energy suppliers provide various contact methods, including phone numbers, online chat, and email. Look for their dedicated customer service or smart meter support lines. Many suppliers offer 0333 numbers, which are typically charged at standard national rates, similar to 01 or 02 numbers, and are often included in mobile phone minute bundles.

Your rights and estimated bills

A non-functional smart meter can lead to estimated bills, which might not accurately reflect your usage. Understanding your consumer rights is crucial in these situations.

Dealing with estimated bills

If your smart meter isn't sending readings, your supplier may issue estimated bills. You have the right to accurate bills based on your actual energy consumption. If you receive an estimated bill that seems incorrect, contact your supplier to provide a manual reading (if possible) or request an engineer visit to resolve the meter fault. Meter problems can lead to unexpected catch-up bills if not addressed promptly.

Compensation for smart meter issues

Ofgem, the energy regulator, sets standards for smart meter performance and customer service. Under rules in force since 23 February 2026, if your supplier fails to provide a resolution plan for a reported smart meter issue within five working days, you are entitled to an automatic £40 compensation payment. The same £40 applies if you wait more than six weeks for a smart meter installation appointment, or if an appointment fails through the supplier's own fault. Ofgem continues to introduce new rules to boost smart meter standards, though a further proposed standard, compensation for smart meters not operating in smart mode after 90 days, is not yet in force.

Escalating a complaint

If you're not satisfied with how your energy supplier is handling your smart meter issue, you can escalate your complaint. First, follow your supplier's formal complaints procedure. If the issue remains unresolved after eight weeks, or if you receive a 'deadlock letter', you can take your complaint to the Energy Ombudsman. They are an independent body that can investigate and make a binding decision.

Regaining control with Fuse Energy

A malfunctioning gas smart meter can be frustrating, but Fuse Energy is committed to empowering customers and providing support.

The Fuse app: transparency and control

Even when a meter issue causes concern, the Fuse app provides clear usage data and transparency, helping you regain control. While a smart meter issue might temporarily affect real-time data, the app helps you understand your energy patterns and manage your account.

Dedicated human support for peace of mind

Fuse Energy offers dedicated human support when self-troubleshooting a gas smart meter issue isn't enough, so you have access to assistance whenever you need it.

Don't let a malfunctioning gas smart meter add to your energy worries. Fuse Energy is committed to making energy management clear and simple. We offer straightforward pricing and an intuitive app that provides detailed usage data, helping you understand and control your energy consumption. Our dedicated human support team is always on hand to assist you. Click here to switch to Fuse Energy today and experience a smarter way to manage your home's energy. You can also find out more about our mission here.