A smart meter that isn't working can lead to estimated bills and a lack of real-time energy data, making it difficult to manage your energy usage. This guide explains common smart meter problems, how to troubleshoot them, and who to contact for support, helping you regain control over your energy monitoring and billing.
A non-working smart meter can feel like it takes away your power to manage your energy. Fuse Energy helps you fix these issues with clear guidance and 24/7 human support, ensuring you quickly regain control and peace of mind. Click here to switch to Fuse Energy today.
Smart meters are designed to automatically send readings to your energy supplier, removing the need for manual submissions. However, problems can disrupt this process, leading to frustration and inaccurate billing. If your smart meter isn't sending readings, your energy bills may be estimated based on past usage, which can be inaccurate. Energy suppliers are responsible for ensuring your smart meter works correctly and for replacing faulty devices.
Common communication issues
The most common issue with smart meters is a loss of communication with your energy supplier, preventing automatic data transmission. This can be caused by weak signal strength, temporary network problems, or a meter fault.
Understanding your In-Home Display (IHD)
Your In-Home Display (IHD) shows your energy usage in near real-time and displays your current balance. It communicates directly with your smart meter. If your IHD isn't working, it doesn't necessarily mean your smart meter isn't sending readings to your supplier. The IHD might have lost connection, or its battery could be low. Check for error messages or a blank screen on your IHD.
SMETS1 vs SMETS2 meters
First-generation smart meters (SMETS1) can sometimes lose smart functionality when a customer switches energy suppliers. This means they might stop sending automatic readings, effectively becoming "dumb" meters. However, a technical upgrade is addressing this problem, allowing first-generation smart meters to be enrolled and connected to the national network. Second-generation smart meters (SMETS2) are designed to maintain their smart functionality even after a supplier switch, offering more reliable communication.
Before contacting your energy supplier, there are a few basic checks you can perform to identify or resolve the issue.
Checking for power cuts in your area
A power cut will affect your smart meter's functionality. It's crucial to first determine if the problem is a wider power outage rather than an issue with your meter. You can check for power cuts in your area by calling 105, visiting your Distribution Network Operator's (DNO) website, or using the Energy Networks Association's 'Find my network operator' tool. Your DNO is responsible for the electricity cables and power lines in your region.
In-Home Display issues
If your IHD isn't showing data, contact your energy supplier for assistance.
Inspecting connections and cables
Do not attempt to open or tamper with the smart meter itself. If you have concerns about the connections or cables, contact your energy supplier.
A non-working smart meter can directly affect how you're billed and your ability to monitor energy usage.
Estimated bills explained
If your smart meter isn't sending readings, your energy supplier will estimate your bills based on your past usage. While these estimates aim to be accurate, they can sometimes be too high or too low, leading to unexpected costs or credit build-up over time.
Submitting manual readings
To avoid estimated bills, you can usually submit manual meter readings to your energy supplier. This ensures your bills are based on actual consumption. Check your supplier's website or app for instructions on how to do this.
What to do about billing discrepancies
If you receive an estimated bill that you believe is incorrect, contact your energy supplier immediately. Provide them with a manual reading and explain the issue with your smart meter. Keep a record of all communications and readings.
Certain meter types have specific considerations when it comes to smart meter functionality.
Radio Teleswitch service (RTS) meters
The Radio Teleswitch Service (RTS) is a legacy meter type that uses a longwave radio signal to switch between peak and off-peak electricity rates. The RTS signal phase-out began on 30 June 2025. If you have an RTS meter, your current supplier is responsible for replacing it with a smart meter, typically at no direct cost to you. You cannot complete a switch to Fuse while you still have an RTS meter, as they are unsupported for switching. Once your supplier has replaced yours with a smart meter, you can switch to Fuse and get the latest smart meter technology and a digital-first experience.
When your smart meter goes 'dumb'
A smart meter that loses its ability to communicate with your energy supplier is often referred to as having gone "dumb". This is particularly common with older SMETS1 meters when you switch suppliers. While the meter still records your usage, it reverts to functioning like a traditional meter, requiring manual readings. Your energy supplier is responsible for restoring its smart functionality or replacing it.
If troubleshooting steps don't resolve the issue, contacting your energy supplier is the next crucial step.
What information to provide
When you contact your supplier, be prepared to provide:
- Your account number and address.
- Details of the problem, including any error messages on your IHD.
- Any troubleshooting steps you've already taken.
- Recent meter readings if you've been taking them manually.
Your supplier's responsibilities
Energy suppliers are responsible for ensuring your smart meter works correctly. This includes diagnosing faults, arranging repairs, or replacing faulty meters. Ofgem regulates energy suppliers in Great Britain and sets standards for smart meter functionality and customer service.
Fuse Energy's 24/7 human support
Dealing with a non-working smart meter can be frustrating. Fuse Energy offers 24/7 human customer support to help resolve these issues quickly and effectively. Our dedicated team can guide you through troubleshooting or arrange for further assistance, ensuring you regain control and peace of mind over your home energy.
If your energy supplier fails to resolve your smart meter issue satisfactorily, you have further avenues for support.
When to escalate a complaint
If you've followed your energy supplier's complaints procedure and 8 weeks have passed, or you've received a "deadlock letter" stating they can't resolve your complaint, you can escalate the issue.
The energy Ombudsman
The Energy Ombudsman provides an independent service for resolving unresolved complaints between consumers and energy suppliers. They can investigate your case and make a decision that is binding on your energy supplier. This service is free for consumers.
Managing your energy bills should be clear and easy to understand. Fuse Energy focuses on straightforward pricing, so you can see exactly what you're paying without unnecessary complexity. If you have a smart meter, you can view detailed usage data through the app or website, helping you understand how you can lower your bills. Our 24/7 human support team is always on hand with fast response times whenever you need help. Click here to switch to Fuse Energy today. Find out about our mission by clicking here.
