Smart Meter Not Working? How to Check and Fix It

Check whether your smart meter is actually sending readings

Having a working in-home display (IHD) does not necessarily mean your energy supplier is receiving your automatic meter readings. The IHD and your supplier rely on separate communication connections, which means the display can continue showing your electricity or gas usage even if the meter has stopped sending data to your supplier.

The quickest way to check is through your supplier’s account rather than relying on the display in your home.

1. Open your energy supplier’s app or online account and check the latest information they have for your meter.
2. Go to the account, bills or meter readings section and find your most recent reading.
3. Check whether the reading is labelled “Actual” or “Estimated”. An actual reading indicates that your supplier has received a meter reading, while an estimated reading means it has used a calculated figure instead.
4. If your latest reading is “Estimated”, check the date and look at previous readings. If estimates are appearing repeatedly despite having a functioning automatic meter, it may indicate a communication problem that is preventing readings from reaching your supplier.

One estimated reading does not automatically mean there is a fault. Suppliers may occasionally use estimated readings for other reasons, so check several recent bills or readings to identify a pattern. If automatic readings have stopped for an extended period, contact your supplier and ask them to check the meter’s communication status.