My smart meter isn’t working

My smart meter has lost connection

If your smart meter has lost connection and is displaying a message saying 'waiting for data':

• Check that you haven’t had a power cut by testing your appliances and light switches or asking a neighbour if they have power

• If you have a prepayment meter, check that it doesn't need topping up - there may be lights flashing on your meter to show that you are out of credit

• If you have a credit meter and nothing is working in the house check the trip switches in the fuse box to see if they are in the ‘on’ position

• If you’ve checked all of the above please contact us so we can investigate further.

My smart meter is showing a blank screen

You meter might be in 'sleep mode'. Try pressing the 'A' button on the front of your electric meter or the bed button on your gas meter to get it running again.

If it's not in sleep mode, please check for a power cut. If there isn't one, please get in touch with us and we will look into the problem for you.

I’ve recently switched to British Gas

If you have a first-generation smart meter, it may have lost some functionality when you switched to us. We will contact you about upgrading your meter. In the meantime you might need to temporarily send us manual meter readings.

I’m getting estimated bills

If you recently had a smart meter installed, we might estimate your first bill. Don’t worry - we’ll correct this on your next bill. If this is not the case, you may have an issue with your meter, please get in touch.

What is a first generation smart meter?

You will have a first generation smart meter if your meter was installed before summer 2019 or if you have a trilliant hub. A trilliant hub is a white, mobile phone sized box attached to your electricity meter.

We are currently enrolling and transferring first generation smart meters to the new system so they are fully functional. Learn more about enrolment here.

Other reasons why your smart meter might not be working

• The network may be down for a systems upgrade

• Bad weather is interfering with your connection

• Your smart meter may be a non-communicating first generation smart meter and may need to be upgraded. Learn more about this here.

If you need to book an engineer visit

If your smart meter still isn't working please contact us and we may need to book an engineer to come and visit you. Your engineer may call you ahead of your appointment and may be from one of our trusted service partners - Calisen, M Group Services or SMS Smarter Metering Services.