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.
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?
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