A smart meter that is not working can be frustrating, often leading to estimated bills and a lack of real-time energy usage data. This guide helps you understand common issues, troubleshoot them yourself, and know when and how to contact your energy supplier for a quick resolution.
If you are experiencing issues with your smart meter, Fuse Energy is here to help. We offer clear pricing and 24/7 human customer support to help you manage your energy. Click here to switch to Fuse Energy today.
Smart meters are designed to automatically send energy readings to your supplier, but several factors can interrupt this process.
Common smart meter issues
One of the most frequent reasons a smart meter appears not to be working is a loss of communication. If your smart meter has not sent readings for over two days, it can be marked as 'OFFLINE' by your energy supplier. This does not necessarily mean the meter is broken, but rather that it is not communicating as it should. Other issues can include a blank display, incorrect readings, or the meter not switching between peak and off-peak rates if you are on a multi-rate tariff.
In-home display (IHD) problems
It is easy to confuse an issue with your in-home display (IHD) for a problem with the smart meter itself. Your IHD is a separate device that shows your energy usage; if it is blank or not updating, the meter might still be sending readings to your supplier. Often, IHD problems are simpler to fix than meter faults. You can learn more about these devices in our guide to in-home displays.
Connectivity and signal loss
Smart meters rely on a secure network to send data. Just like your mobile phone, they can experience connectivity or signal loss, especially in areas with poor network coverage or if something is obstructing the signal. This can prevent readings from reaching your supplier.
Before contacting your energy supplier, there are a few basic checks you can perform to identify or resolve the issue.
Check for power cuts
The first step is to rule out a wider power cut in your area. If there is a power outage, your smart meter's display will likely be blank, but this is due to a network issue, not a fault with the meter itself.
Restart your in-home display
If your IHD is blank or frozen, try restarting it. Most IHDs have a power button or can be reset by unplugging them for a few minutes and then plugging them back in. This often resolves display-related glitches without affecting the meter's functionality.
Inspect your meter for visible faults
Carefully check your smart meter for any obvious signs of damage, such as loose wires, a blank screen, or error messages. Do not attempt any repairs yourself, but note down anything unusual to report to your supplier.
If your smart meter is not working, it is crucial to determine if the problem is isolated to your meter or part of a larger network issue.
How to check for a power cut in your area
You can usually check for power cuts in your area by visiting your local Distribution Network Operator's (DNO) website or calling their helpline. Your DNO is responsible for the electricity cables and power lines in your region. You can find out who your DNO is by entering your postcode on the Energy Networks Association (ENA) website. This is a quick way to see if the problem extends beyond your home.
Understanding National Grid and UK Power Networks
The National Grid ESO (Electricity System Operator) manages the flow of electricity across Great Britain, ensuring supply meets demand. However, local power cuts are typically handled by DNOs like UK Power Networks, Western Power Distribution, or Scottish Power Energy Networks, depending on your region. These companies maintain the local electricity infrastructure, so they are the ones to contact for local power outage information.
A common concern when a smart meter is not sending readings is how it will affect your energy bills.
Estimated billing explained
If your smart meter is not sending readings, your energy bills may be estimated based on your previous usage patterns. While these estimates aim to be accurate, they can sometimes lead to over or undercharging. This is why it is important to resolve meter issues promptly.
Submitting manual readings
To avoid prolonged estimated billing, you can often submit manual readings to your energy supplier. Many suppliers, including Fuse Energy, offer this option through their app or online account. The Fuse app, for instance, empowers users to check their meter status and submit manual readings if needed, providing immediate control over their energy data. For more detailed instructions, you can refer to our guide on how to read your meter.
Fuse Energy's billing approach
Fuse Energy aims to ensure accurate billing even with a non-functional meter. When a smart meter is offline, billing will be based on estimated usage, which is then corrected once accurate readings are available. This approach helps manage the anxiety of estimated bills, aligning with Fuse's vision of providing "power to play with" and ensuring customers feel in control of their energy.
If basic troubleshooting does not resolve the issue, it is time to contact your energy supplier.
Gathering meter details (meter Serial Number)
Before you call, gather essential meter details, particularly your Meter Serial Number (MSN). This unique identifier helps your supplier quickly locate your meter's records and diagnose the problem. Your MSN can usually be found on the meter itself or on a previous energy bill.
Contacting Fuse Energy's 24/7 human support
For Fuse Energy customers, 24/7 human customer support provides a reliable safety net for complex smart meter issues. This commitment to always-available assistance demonstrates a focus on customer peace of mind, ensuring you can get help whenever you need it.
What to expect when you call
When you contact your supplier, they will likely ask for your meter details and the troubleshooting steps you have already taken. They can then diagnose the problem, advise on next steps, and arrange for an engineer visit if necessary. Energy suppliers are responsible for replacing faulty smart meters at no cost to the customer.
Some older meter types require specific attention due to an industry-wide phase-out.
Understanding RTS meters
Radio Teleswitch Service (RTS) meters are a legacy meter type that uses a longwave radio signal to switch between peak and off-peak electricity rates. These meters are typically found in homes with older multi-rate tariffs, such as Economy 7 or Economy 10.
The RTS phase-out and your options
The RTS signal began to be phased out across the UK from 30 June 2025. This means that RTS meters will stop functioning as intended, and customers with these meters will need to have them replaced.
Upgrading your legacy meter
If you have an RTS meter, your current energy supplier is responsible for replacing it with a smart meter. This upgrade is provided at no cost to you. Once your RTS meter has been replaced with a smart meter, you will be able to benefit from modern energy management tools and accurate billing. You can find out more about the process in our guide to smart meter installation.
Managing your home energy should be simple and stress-free. Fuse Energy offers straightforward pricing, real-time usage data through our app, and 24/7 human customer support to help you stay in control. We are building the energy company of the future, designed around your needs. Click here to switch to Fuse Energy today, or learn more about our mission here.
