My smart energy monitor isn’t working

My smart energy monitor is missing

If you’ve recently moved home and there isn’t a smart energy monitor or you’ve misplaced yours, you can track your energy usage in the app. You can also contact us and we may be able to replace it.

I have a blank screen/has lost connection or Wi-Fi signal

Blank screen

If the monitor is blank, switched itself off or isn’t working, it may have turned itself off to save power, please press a button to wake it up.

Alternatively you might need to replace the batteries or check it is properly plugged in to the mains adaptor.

If your smart energy monitor stops working check your power cable is inserted correctly and your power supply is switched on at the wall. Also check for any damage to the screen, cable and plug. If the device still isn’t working please contact us for more help.

Lost connection

If your smart energy monitor isn’t displaying your energy usage, it’s probably having trouble connecting to your smart meters. You may see a ‘connecting to smart meter’ or ‘network connection lost’ error message. First check that you are not receiving estimated bills, if you are this may be an issue with your smart meter, not the monitor.

If you are not receiving estimated bills, here’s how to fix your lost connection issue:

1. Unplug your monitor

2. Move it closer to your electricity meter

3. Plug your smart energy monitor back in

4. Wait seven days - most smart energy monitors re-start automatically within a week

5. If it’s still not working after seven days, please contact us

When your monitor turns back on, some models might display a red or orange triangle. It’s nothing to worry about – it just means you have unread alerts from us.

If your smart energy monitor has been off for longer than 70 minutes, you’ll need to wait another 70 minutes to see your gas data. This is because the smart energy monitor isn’t designed to show gas data more than 70 minutes old.

My monitor has lost Wi-Fi connection

If your monitor has lost Wi-Fi connection, you’ll see a red cross on the screen next to the Wi-Fi icon. Please check the Wi-Fi connection as this is usually a local issue. If you’re unable to solve it please contact us.

My monitor is damaged

If there is physical damage to your smart energy monitor screen or plug, please contact us. We may be able to replace your smart energy monitor.

It’s showing incorrect data

I’ve changed tariff

If you’ve switched tariffs or your tariff’s price has changed, it can take up to 7 days for your monitor to show a change in rate prices. If you log in to your account, you’ll be able to view the correct rate.

Also, if you’ve just joined us or recently had a smart meter installed, it may take up to 7 days for your usage rate to show on your monitor.

I can’t see any cost

If you cannot see any cost or you tariff on your smart energy monitor, or the tariff on your display is different to your bill, this may be because your tariff has not landed correctly on the monitor. This can happen when the price cap changes, or if you change tariff. Please contact us so we can fix this for you.

My usage isn’t right

If your smart energy monitor is showing incorrect usage and the amount is drastically wrong, this may be because the decimal point on your monitor is in the wrong place, don’t worry we can fix this – please contact us and let us know.

If your usage is different to your bill, the amount on your bill is the correct amount, as your meter sends us accurate readings. Sometimes, the reading on your smart energy monitor can take a bit longer to update. Smart energy monitors are designed to show where you use and waste electricity. They also show which appliances use the most energy.

Also, your energy costs include a standing charge. It's displayed on your monitor daily and added to your energy bill. This can explain why there may be cost displayed on your monitor, even when you are away from home.

My monitor is displaying errors

‘Gas supply service issue’ or ‘gas supply disconnected’

If your smart energy monitor is displaying a message which says ‘gas meter service issue’ or ‘gas supply disconnected’ on screen, there is usually no issue with gas supply, it just means that gas data is not showing on monitor yet. Please contact us as we may need to reset your monitor.

"Waiting for data"

If your smart energy monitor says ‘waiting for data’, this might be because your monitor is out of range and not able to communicate with your smart meter. Try moving your monitor closer to the smart electricity meter. If you’re still seeing this message please contact us.

”Not commissioned”

If your smart energy monitor is displaying a message saying "Not commissioned" or "Connecting to smart meter", it is because it hasn't successfully been joined to the smart meter network. Please contact us so we can fix this for you.

Cloud 41 error

If the ‘system status’ screen shows the cloud symbol in red or amber, this could mean one of the following:

• The monitor cannot access the cloud service; check your home broadband connection.

• The cloud service is temporarily offline.

If your monitor still isn’t working contact us and we can reset it.

Status codes

If your monitor is displaying a status code, this means there might be an issue with your smart energy monitor, read below to see what the code means.

For more information on smart energy monitors, please go to the citizens advice website.