Smart meter help explained - what to do if yours doesn't listen to you

10 December 2023 , 07:00

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Smart meters don't always do what they're supposed to do (Image: Getty Images/iStockphoto)

Sometimes, a statistic comes along that’s so shocking it actually silences me (no, really!)

According to figures from the Department for Energy Security and Net Zero (DESNZ) 2.7 million smart energy meters are not in "smart mode". That’s Government speak for "not working properly" – in this case, not transmitting data to the energy provider.

There are 33 million smart meters out there in the UK, but even still, that’s a HUGE percentage of smart meters that aren’t very smart at all. Smart meters were supposed to be a good thing.

By helping us understand more about our energy consumption, we would be able to keep our bills lower, troubleshoot problems and the energy firms should be able to identify when more vulnerable people need help. I’m all for them… in theory…

Sadly, the rollout of the smart meters was rushed and, in many cases, botched, which is why so many meters aren’t working properly. The good news is the second generation of energy smart meters seem to be performing much better – and vitally, are compatible with other energy providers.

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This is something that many first-generation meters weren’t able to do, which stopped people from switching. Here's my guide to smart meter problems and how to solve them.

What if my smart meter isn’t transmitting data?

It’s important to bear in mind that the "smart" part of a smart part of a meter is simply the way it transmits data. Your gas and energy bills are calculated in the same way as with your old meter. You may have a flashier display (itself an unnecessary complication), but the amount of energy you use per unit should be more or less the same.

When in smart mode, your smart meter sends data about your energy usage to the energy supplier. Contrary to what you might think, this isn’t using your Wi-Fi network at home though if you are in a poor signal area it can make a difference. The "hub" transmits data to your meter then on to the Data Communications Company (DCC) network via phone or radio masts, then on to your energy supplier.

However, the signal can be affected by poor installation, problems with the network in your area or technical errors with the meter itself. It’s often exceptionally hard to work out where this error is occurring, so you’ll need to call out the energy supplier engineers.

Now in many cases, you may find that the hub is transmitting data to the actual meter, which means you can take manual readings while the problem is sorted out. As with a traditional meter, I recommend taking a photo of the meter display every month regardless, just in case a problem emerges at a later date.

If the meter readings don’t seem right or the meter’s gone wacky, then you’ll need to call out an engineer (more below).

What if my smart meter bill is suspiciously high?

According to the Energy Ombudsman, smart meter problems are the second most complained about energy problem after billing issues. However, even a functioning meter can result in suspiciously high bills, suggesting a problem

To my immense disappointment, I’m constantly being told of energy firms who refuse to believe that their meters are playing up or – outrageously – threaten to charge people for engineer visits. Stick to your guns and put a case to the business as to why your bills aren’t right.

Dig out your previous bills and look at the average unit consumption for gas/electricity through the year. Prices have gone up dramatically, but if your usage has increased significantly despite your lifestyle not really changing, you can argue something is up.

Don’t forget that even smart meters that seem to be working are transmitting data wirelessly so things like power failures, rural locations, thick walls, poor signals and more can affect the data that ultimately finds its way to your bill. It’s also been established that some meters can also lose functionality for short or protracted periods of time.

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What can I expect if my meter isn’t working?

Energy companies will ask you to do a bit of testing and troubleshooting so they can work out what the problem might be. In the first instance, you’ll be asked to take a few readings over a short period – usually seven days – where possible. If your meter is ‘dead or dumb’ then we can skip to the next bit!

Some errors will be obvious. Smart meter displays can flash "error", "help", "battery" or other warning messages. If the problem can’t be identified or the meter is damaged, an engineer will need to visit.

I find it helps to give the energy business as much information as you can do before this visit takes place. You can ask if you can email in the information too, and ask the staff member on the phone to pass it on to the engineer. Lots of complaints come from a lack of communication between the call centres and specialists.

There are lots of things that could happen next, from technical tests on the meter to removing it, fitting a replacement and sending the original off for testing. Make sure you understand what’s happening and don’t let the engineer leave without checking that the gas and electricity are working. Don’t hold them hostage, of course. That would be wrong.

If the problem isn’t sorted out then make a formal complaint. The business has a maximum of eight weeks to sort out the problem. Failing that you can go to the Energy Ombudsman who will look at your complaint for you. The Ombudsman is a free and impartial alternative to the courts and as I mentioned earlier, they are very much aware of these complaints.

Should I have to pay to repair a meter?

Absolutely not! I’ve heard numerous complaints from people who have allegedly been told they have to pay to have their smart meters repaired. Your meter is the property of the energy firm and they are responsible for repairing the meter if it’s playing up.

Some businesses seem to have told some readers that if there’s nothing wrong with the meter you should pay for the engineer callout. I disagree. If you report a problem and the energy firm can’t figure it out, the business should pay the costs for their own engineer to inspect the meter.

If a problem still can’t be identified then you can make a formal complaint to the business and take it to the free Energy Ombudsman if it isn’t resolved. You can also vote with your feet and go to a new energy supplier too.

However, I’ve been flooded with complaints from readers this week who tell me that their energy company has told them that they are ‘out of warranty’ and they have to pay for a new display or even a replacement meter.

I’ve done quite a bit of digging on this and I believe that much of the confusion here comes from the distinction between problems with the meter itself (free to sort out) and problems with the In-Home Display (IHD) – a smart energy monitor that shows how much your energy consumption is costing you.

If your IHD packs in after a year then you may have to pay for a replacement (alternatives are available online) but you should still be able to get your meter fixed for free. If your hub is sending correct readings to the meter, you should be able to get those without the IHD too

I spoke to regulator Ofgem, who told me: “The way we use energy will look very different in the future, and the smart meter roll out is an integral part of moving to a cleaner, more efficient energy system, and empowering consumers to understand their energy use, and access innovative smart tariffs that could save them money.

“Our licence conditions are clear that suppliers have to make sure meters are safe and accurate. We expect suppliers to communicate with their customers clearly if there are any issues with their meter or if it needs to be replaced. If customers have concerns about the way this is handled, they can complain to their supplier, and if the issue is not resolved to their satisfaction, they should raise it with the ombudsman.”