Page last updated on 21st October 2024
Get the facts about smart meter issues and smart meters not working
Like traditional meters, smart meters in credit mode measure your energy usage. They send this data to your supplier automatically. At the moment, the vast majority of smart meters are connected and automatically sending data to energy suppliers as they should.
If you have questions about smart meters not working, or how problems with smart meters might affect you, read on to get all the facts.
Do smart meters work?
Yes. Smart meters measure your energy usage and send this data to your supplier. Currently, the vast majority of smart meters are operating as they should. Of those that aren't, these smart meters still accurately measure energy usage. They are effectively working in the same way as a traditional meter.
This means that those smart meters are not automatically sending meter readings to the supplier. So, meter readings would have to be manually taken and shared with the energy supplier.
If your meter isn’t currently sending readings automatically, it should still be recording your energy use. And you shouldn’t be paying more for your energy. It’s likely to be a temporary connection issue and your energy supplier will fix it remotely.
Smart meters have many benefits beyond automatic meter readings. These include better visibility of energy usage through an in-home display (IHD). And some suppliers offer specific energy tariffs to their customers with smart meters, which could help save money.
Don’t take our word for it – check out these reviews from smart meter owners:
Hear what smart meter owners have to say...
"I've got smart meters at home and in businesses. No more estimated bills, just pay for what I use! It's a great system."
Billy
"My smart meter has helped me access cheaper energy rates; now I charge the car and run the washing machine for less."
Alan
"I simply can't see what's not to like about smart meters! They certainly help my family keep a check on our energy spend."
David
"I don't get estimated bills! My smart meter is spot on with what I pay."
Steve
"Best thing I ever installed was my smart meter. At 71, I don’t have to climb a step ladder to read the meter and send readings."
Joy
Is my smart meter working? How do I know if my smart meter is working properly?
If you have a smart meter in credit mode and you’re not sure if it is currently sending automatic readings, you can check by looking at your bill. If there is an ‘S’ next to your meter reading on your bill, then it means the reading is directly from your smart meter. If it has an ‘E’ next to it, then it means the reading has been estimated. If this is the case, your meter may not currently be operating in smart mode.
If your smart meter is not sending automatic readings to your energy supplier, it should still be recording your energy use correctly. It is likely to be a temporary connection issue and will be fixed remotely.
Smart meters come with an in-home display (IHD), which shows how much energy you’re using in near real-time. Even if your IHD is not connected, or if the data on the display looks wrong, your smart meter might still be working.
If this is the case, you can check if your smart meter is working by looking at your energy bill. See whether your bill is based on estimated energy usage or smart meter readings. If your bill is based on smart meter readings, but your in-home display doesn’t look right, it’s likely that the issue is with the display. For more information on what to do if your IHD isn’t working, see our guide to troubleshooting smart meter issues.
Smart meter problems you may have heard about in the media
You might have heard or seen smart meter news about a minority of smart meters not working. Or you might have seen smart meters being described as working in 'dumb mode' by some news outlets. You might be wondering what the reasons are why some people may say no to smart meters. But it’s important to know that the vast majority of smart meters are operating as they should.
Smart meter owners benefit from being able to easily track their energy usage with an in-home display, making energy bills easier to predict. Having a smart meter also means they could have be rewarded for using energy flexibly. According to Citizens Advice, meter faults are rare.
What does it mean when smart meters don’t work?
Smart meters automatically send regular meter readings to your energy supplier. If a smart meter isn't working, that means it isn't sending regular meter readings. This is sometimes described as operating in ‘dumb mode’. But a smart meter in ‘dumb mode’ should still be recording energy use, like a traditional meter.
If you have a smart meter that is working in ‘dumb mode’, you will have to manually take and send meter readings to get accurate bills. Just like you would with a traditional meter.
If your smart meter is not automatically sending readings, this should not affect the price that you pay for energy. The meter will still record energy usage. This energy usage data can be shared with the energy supplier to get accurate energy bills. The cost per unit of energy will not change if your smart meter temporarily stops working.
The price you pay for energy should not change with a smart meter, whether it is functioning in ‘smart’ or ‘dumb’ mode.
The price you pay for energy is decided by your energy supplier and the tariff you are signed up to. There are some tariffs that are only available to people with smart meters. But, even if you have a smart meter, it’s still your choice whether you sign up to those tariffs or not.
What is ‘dumb mode’ in smart meters?
‘Dumb mode' is sometimes used to describe when smart meters are not automatically sending meter readings. In this case, they will simply work like a traditional analogue energy meter. They will still record energy usage as normal.
Why are some smart meters in ‘dumb mode’?
There are various reasons why some smart meters might not be automatically sending meter readings. Often it is a connection issue, which is likely to be temporary, and can often be solved remotely. A minority of people also choose to have their smart meter operating in ‘dumb mode’, even if it can function in smart mode.
For more information, see our page on troubleshooting smart meter issues.
What does it mean if my smart meter is in ‘dumb mode’?
If your smart meter is in ‘dumb mode’ or isn’t sending regular meter readings, it will still be measuring your energy use. But it won’t send that information automatically to your energy supplier.
To get accurate bills, you will need to take manual readings and share them with your supplier. You will need to take regular readings until the issue is solved, and your smart meter can send readings automatically again.
What do I do if my smart meter isn’t working?
If there's a problem with your smart meter, or if you think your smart meter is broken, as a first step, you can visit our trouble-shooting page. See if you can resolve the issue yourself. If you can't, then the next step would be to contact your energy supplier.
It’s likely that a temporary connection issue caused the smart meter fault, and it will be fixed remotely. Your energy supplier should be able to help you fix the problem.
If you think your supplier has not met its obligations for fixing your smart meter, you should let your supplier know. If you've complained to your supplier and still haven’t found a resolution, seek further support. You can contact Citizens Advice and the Energy Ombudsman. See our guide to the complaints process for more information.
If my smart meter isn’t working, will I get higher energy bills?
No. Having a smart meter should not change the price you pay for your energy. According to Citizens Advice, meter faults are rare, and if your bill is higher than expected, it’s usually caused by something else.
If your bill is higher than expected, you should contact your energy supplier to discuss this. It is very unlikely that your smart meter has anything to do with this. The Energy Ombudsman says that estimated bills are a common reason for complaints. They also say that they expect smart meters to reduce issues from estimated billing in the long term.
An energy bill could be higher than expected for a few reasons. For example, you may have been sent an estimated bill, rather than an accurate bill. Or your energy supplier may have increased its prices. Or, they could have accidentally overcharged you. If you have a question about your bill, contact your energy supplier.
So, should I say no to smart meters and getting them for my home?
Worries about smart meter faults should not put you off getting a smart meter. The majority of smart meters work as they should, and smart meter errors are rare. Even smart meters that are not connected still accurately measure energy usage.
It is still your choice to get a smart meter. But, without a smart meter, you will not be able to access flexible energy tariffs or schemes, which could help lower your energy bills.
Smart meters have many other benefits. They could help you track your energy use and find more ways to save money on energy. They could also help Britain tackle climate change and are expected to save Britain money overall.
If you want to get a smart meter, enter your energy supplier’s name into the box below.
Or, if you still have questions, take a look at some of our other pages:
