Smart meter not working: how to fix

If your smart meter isn't working as expected, it can be frustrating and leave you unsure about your energy usage and bills. This guide provides clear, step-by-step advice to help you diagnose common smart meter problems and understand when to contact your energy supplier.

Having trouble with your smart meter? Fuse Energy makes managing your energy simple with clear usage data and support when you need it. Click here to switch to Fuse Energy today.

Understanding why your smart meter might not be working

Smart meters are designed to automatically send your energy readings to your supplier, facilitating accurate billing and access to smart tariffs. However, like any technology, they can experience issues. Understanding the common causes can help you troubleshoot effectively. You can find out more about what a smart meter is.

Common causes of smart meter issues

Many problems stem from connectivity issues. Your smart meter communicates energy usage data to your supplier via the secure Data Communications Company (DCC) network. If this connection is interrupted, your meter might appear 'offline'. This doesn't always mean the meter itself is faulty; it could simply be a temporary communication problem. Issues can arise from network outages, interference, or the meter losing its connection to the national smart metering network.

Distinguishing between your smart meter and In-Home Display

A common pitfall is confusing an In-Home Display (IHD) issue with a smart meter malfunction. Your IHD is a separate device from the smart meter itself. Even if your IHD isn't working, your smart meter might still be sending readings to your supplier. This distinction is crucial for effective troubleshooting.

Initial troubleshooting steps

Before contacting your supplier, try these common troubleshooting steps:

Check your In-Home Display (IHD)

If your IHD is blank or unresponsive, try these steps first:

• Is it plugged in? Ensure your IHD is connected to a power source. If it's battery-powered, check the battery level.
• Restart it: Try turning your IHD off and on again. Unplug it from the mains, wait for a minute, and then plug it back in. This can often resolve minor glitches.
• Check its location: Your IHD communicates wirelessly with your smart meter. If it's too far away or there are thick walls in between, it might lose connection. Try moving it closer to your meter or communications hub to improve its signal.

Check for local power outages

Sometimes, a temporary power cut or network issue in your area can affect smart meter communication. Your smart meter relies on electricity to function, even gas meters communicate via the electricity meter's communications hub. Check with your Distribution Network Operator (DNO) for any known issues. You can find your DNO using the Energy Networks Association (ENA) postcode lookup tool.

Submit manual meter readings

If your smart meter isn't sending automatic readings, you can still submit manual readings to ensure your bills are accurate. This prevents estimated bills and gives you control over your usage information. Fuse Energy allows you to submit manual readings through the app. You can also learn how to read your meter manually if needed.

When to contact your energy supplier

If you've tried the troubleshooting steps above and your smart meter is still not working, it's time to contact your energy supplier. They have access to diagnostic tools and can investigate further.

Information to prepare before calling

To help your energy supplier resolve your issue quickly, please have the following information ready:

• Your meter serial number (MSN): This is a unique identifier printed on the physical meter casing. It can also be found on your energy bill.
• A clear description of the problem: For example, "my IHD is blank," "my meter is showing an error code," or "I haven't had automatic readings for a week."
• Any troubleshooting steps you've already taken.

What Fuse Energy does to diagnose issues

When you contact Fuse Energy about a smart meter issue, our human customer support team will guide you through the process. We will investigate the connectivity status of your meter, including its DCC service flag, to determine if there's a national database registration issue or a communication problem.

The DCC operates the national smart metering network for secure communication between smart meters and energy suppliers. Fuse Energy checks the DCC_SERVICE_FLAG, which indicates the meter's registration status on this national smart metering database. A flag value of "A" (Active) means the meter is active and registered, while "N" (Non-Active), "I" (Installed Not Commissioned), or null indicate a registration issue preventing remote reads.

If necessary, we can arrange for a meter exchange (replacement) if your meter is found to be faulty or irrecoverable. Please note that gas meters with a capacity of 10 m³ or above are not eligible for standard exchanges and require specialist handling.

Specific smart meter problems and solutions

Smart meter showing 'offline' or not sending readings

A smart meter's status can be ONLINE, OFFLINE, CONNECTING, or LOW_BATTERY, indicating its recent communication activity.

• ONLINE: The meter is actively communicating and sending readings.
• OFFLINE: The meter has not sent readings for over two days, possibly due to a temporary communication glitch or a persistent problem.
• CONNECTING: The meter is attempting to establish a connection, often seen after installation or a reset.
• LOW_BATTERY: This status applies specifically to gas smart meters, indicating their internal battery is running low.

A meter may be DCC-connected but still appear OFFLINE if no recent remote reads are received. If your meter is OFFLINE, you will likely receive estimated bills. Understanding these estimates is key to understanding your energy bill fully.

Blank or unresponsive In-Home Display

If your IHD is blank or unresponsive, but your smart meter itself appears to be working (e.g., its own display is active), the issue is likely with the IHD unit rather than your smart meter or energy supply. Even if the IHD screen doesn't appear to be working, your smart meter should continue to send automated meter readings to your supplier.

Radio Teleswitch service (RTS) meters and their phase-out

Radio Teleswitch Service (RTS) meters are a legacy meter type that uses a longwave radio signal to switch between peak and off-peak rates. The RTS signal began its industry-wide phase-out on 30 June 2025. These meters are being retired and replaced with smart meters.

If you have an RTS meter, your current supplier will replace it with a smart meter. This smart meter upgrade is free. Once your supplier has replaced your RTS meter with a smart meter, you can switch to Fuse Energy and get the latest smart meter technology and a digital-first experience.

Further support and meter exchanges

Understanding meter exchange eligibility

A meter exchange, or replacement, may be necessary if your meter is genuinely faulty or irrecoverable. For gas meters, the battery is sealed and not user-replaceable; a depleted battery requires a full meter exchange. There is no "battery replacement" service for gas meters. When the battery is depleted or failing, the entire gas meter must be replaced.

Regulatory bodies and consumer rights

Ofgem is the UK's energy regulator, responsible for overseeing gas and electricity markets and protecting consumers. If you have ongoing issues, these bodies can provide further guidance and support.

If your smart meter is giving you trouble, Fuse Energy is here to help. We offer clear pricing, real-time usage data through our app, and dedicated human support to assist with any meter issues. Switching to Fuse is quick and easy, helping you take control of your energy. Click here to switch to Fuse Energy today. You can also learn more about our mission to make energy simpler and greener by clicking here.