Why has my smart meter stopped sending readings?

Usually a weak WAN signal, a meter still being commissioned, or an older SMETS1 meter awaiting migration to the national DCC network. Check your in-home display still shows usage — if it does, the meter works and it's a communications issue. Submit manual readings and contact your supplier if it persists beyond six weeks.

My in-home display is blank — is my meter broken?

No. The display is a separate device from the meter. Even if the display is blank, frozen or lost, your meter keeps recording and billing your usage correctly. Plug the display into the mains, restart it and move it closer to the meter. Ask your supplier for a free replacement if it won't recover.

What does 'no signal' mean on my smart meter?

It means the communications hub can't reach the mobile network that sends data to your supplier. This is controlled by the meter network, not your home Wi-Fi, so you can't fix the signal yourself. Report a persistent red or no-signal indicator to your supplier.

Why is my smart meter still giving estimated bills?

Your meter isn't sending automatic readings to your supplier, or your account is set to estimate. Submit an accurate manual reading to replace the estimate, then ask your supplier to check why readings aren't arriving.

What is a 'dumb' smart meter?

A smart meter that has lost its smart features and behaves like a traditional meter — no automatic readings. This most often happened to older SMETS1 meters after switching supplier. Most are being upgraded remotely so they regain smart functionality.

Will my smart meter stop working if I switch supplier?

Modern SMETS2 meters (installed since 2019) work across all suppliers via the DCC network. Older SMETS1 meters may temporarily lose smart features when switching, but they're being enrolled onto the DCC so functionality returns.

How long does a smart meter take to start working after installation?

It should work immediately for local display, but commissioning the connection to your supplier can take anywhere from a few hours to six weeks. Submit manual readings during this period.

What's the difference between WAN and HAN?

WAN (wide area network) is the link from your communications hub to your supplier over the mobile network. HAN (home area network) is the short-range link between your meter, hub and in-home display. WAN problems stop readings reaching your supplier; HAN problems stop your display updating.

Can I fix a smart meter myself?

You can safely restart or move the in-home display, press buttons to wake the meter, check your fuse box and submit manual readings. You should never open the meter, touch damaged equipment or attempt to change a gas meter battery — always call your supplier for those.

Why has my gas smart meter stopped communicating but electricity is fine?

Gas meters run on an internal battery and use a low-power radio that goes into deep sleep to save energy. Press a button on the gas meter to wake it, and make sure the display is within range. Report persistent drop-outs or low-battery warnings to your supplier.

My smart meter reading looks too high — what should I do?

Take a manual reading from the meter and compare it with your bill. Check whether recent charges are estimated. Rule out high-consumption appliances, then use our Energy Bill Calculator to sanity-check the cost. If actual readings don't match your bill, request a meter accuracy check.

What should I do if my meter shows an error code?

Note the exact code, press a button to wake the meter and allow a few hours in case a firmware update is running. Check our error code table for the meaning and recommended action, and contact your supplier if it persists.

Do I still need to submit meter readings with a smart meter?

Not when it's sending automatically. But if it stops communicating, submitting manual readings keeps your bills accurate and avoids estimates until the connection is restored.

Who do I contact about a smart meter problem?

Your energy supplier is responsible for your smart meter, the communications hub and the in-home display. For a power cut call 105, and for a gas emergency call 0800 111 999.

Is a blank meter screen a sign of a power cut?

Not necessarily — electricity meter screens sleep to save power, so press a button first. If the whole area is dark and you have no power elsewhere, it's likely a power cut. Call 105 and check our Power Cut Risk Checker.

Can a smart meter overcharge me?

Smart meters are certified for accuracy and rarely overcharge. Apparent overcharging usually comes from estimated readings, a wrong tariff on your account, or genuinely higher usage. Compare manual readings with your bill and challenge any mismatch.

What happens to my smart meter in a power cut?

Your electricity meter loses power like everything else, but it retains your data and resumes when power returns. The gas meter keeps working on its battery. Call 105 to report a power cut.

Why does my smart meter say 'battery low'?

Gas smart meters and in-home displays have batteries. Keep the display plugged in. A gas meter battery must be replaced by an engineer — report the warning to your supplier and never open the meter.

How do I reset my smart meter in-home display?

Unplug it, wait 30 seconds and plug it back in, or use the reset pinhole if it has one. Place it near the meter while it re-pairs. This resets only the display, not the meter.

Why has my smart meter stopped showing live updates?

Usually the display has lost its HAN link to the meter. Restart the display and move it closer to the meter. If the meter face itself has stopped counting, contact your supplier.

Can my supplier read my meter remotely if it's not communicating?

No — if the connection is down they can't pull readings and will fall back to estimates or ask for manual readings. Provide readings and ask them to raise a connection fault.

Are smart meter problems common?

Most smart meters work reliably. The most common issues are display connection drops and communications problems in poor-signal areas — both of which usually don't affect billing accuracy as long as you submit occasional manual readings.

Will a smart meter fault affect my bill?

Only indirectly. If it stops sending readings you may get estimated bills, but you can correct these with manual readings. The meter itself continues to record your actual usage accurately.

Can I refuse a smart meter or have mine switched off?

Yes. Smart meters aren't compulsory. You can decline one, or ask for an existing one to run in 'dumb' (non-smart) mode at any time.

What is DCC and why does it matter for smart meter problems?

The Data Communications Company (DCC) runs the national network that connects smart meters to suppliers. Migrating older SMETS1 meters onto the DCC is what restores smart features lost after switching supplier.

How do I know if my problem is with the meter or my supplier?

If the meter and display show correct live usage, the meter is fine and the issue is communications or your supplier's records. If the meter face itself is blank or frozen (and it's not a power cut), it's more likely a meter fault needing an engineer.

My electricity meter has stopped updating — what now?

Press a button to confirm the meter face is still counting. Restart the display to rule out a display-only issue. If the meter genuinely isn't recording usage, contact your supplier to arrange an engineer.

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Smart Meters Hub

Smart Meter Problems Explained

Smart meters are generally reliable, but communication problems, installation issues and billing errors can still happen. This is PowerGuardian's definitive troubleshooting centre — find your symptom, understand the cause and fix it.

Find my meter problem Smart Meters Hub

14 min read Last updated 1 July 2026

An older man and a younger woman looking at a tablet screen together at home — Illustrative household scene · AI-generated

Common Smart Meter Problems

Tap a problem to see the symptoms, likely causes, step-by-step fixes and when to call your supplier.

Why Smart Meters Fail

Most problems trace back to one of these six causes — and most are communications issues, not the meter itself.

Mobile network coverage

Most smart meters send data over a long-range mobile/radio network. In rural areas, basements or shielded meter cupboards, weak coverage stops readings reaching your supplier.

Communications hub faults

The communications hub that sits on your electricity meter links everything together. If it fails, both the WAN (to your supplier) and HAN (to your display) can drop.

Firmware issues

Smart meters receive over-the-air firmware updates. Occasionally an update leaves a meter or display in a temporary error state until it re-syncs.

Meter hardware failures

Like any electronics, meters can develop hardware faults — frozen screens, dead batteries or component failures — though this is relatively rare.

Installation problems

Meters can be left incorrectly commissioned, with the wrong tariff loaded or a poorly positioned communications hub, causing problems from day one.

Supplier database errors

Sometimes the meter works perfectly but your supplier's records are wrong — mismatched serial numbers, MPANs or tariffs — so readings don't get matched to your account.

Can You Fix It Yourself?

Use this traffic-light guide before you touch anything. When in doubt, stop and call your supplier.

🟢 Safe to try yourself

•Restarting or moving the in-home display
•Pressing a button to wake the meter screen
•Submitting a manual reading
•Checking your fuse box for a tripped switch
•Waking a gas meter by pressing its button

🟠 Contact your supplier

•Readings not sending after six weeks
•Persistent red WAN/no-signal indicator
•Estimated bills that won't correct
•Gas or electricity battery warnings
•Meter face that has stopped counting usage

🔴 Emergency — do not touch

•Burning smell, sparks or scorch marks on the meter
•Exposed wiring or a damaged meter box
•A gas smell (call the National Gas Emergency line: 0800 111 999)
•A power cut affecting your area (call 105)

Safety first: never touch a damaged, scorched or sparking meter. For a power cut call 105; for a gas smell call the National Gas Emergency line on 0800 111 999. If your meter is dark, check our Power Cut Risk Checker.

Smart Meter Error Codes

Search for the message shown on your meter or display to find its meaning and what to do.

Code / message	Meaning	Severity	Recommended action
No Signal	Communications hub can't reach the mobile/WAN network.	Medium	Confirm the meter still counts usage, submit manual readings, and report a persistent red light to your supplier.
Lost Connection	In-home display has lost its HAN link to the meter.	Low	Move the display closer to the meter and restart it.
Call 105 / Power Cut	Loss of electricity supply detected.	High	Call 105 (free UK power cut line). Do not touch damaged equipment.
Battery Low	Gas meter or display battery is running low.	Medium	Keep the display plugged in; report a gas meter battery warning to your supplier.
E01 / E02	Generic internal meter error / self-test fault.	Medium	Press a button to wake the meter, wait a few hours, then contact your supplier if it persists.
Err / Error	Meter or display in a temporary fault state, often mid-update.	Low	Restart the display and allow time for firmware updates to finish.
Emergency Credit	Prepayment balance is low and emergency credit is in use.	Medium	Top up as soon as possible to avoid disconnection.
No Comms	Meter can't communicate with the supplier network.	Medium	Submit manual readings and ask your supplier to check the connection remotely.
Waiting for Data	Display is trying to pull the latest usage/tariff data.	Low	Leave the display powered near the meter for a few hours.

Interactive Troubleshooting Guide

Answer a few questions and we'll walk you to the right fix.

What's happening with your smart meter?