How to fix your dumb smart meter
smart meter
Smart meters are designed to show in almost real time how much gas and electricity are being used in a household and how much it costs.
They automatically send readings to energy suppliers to cut out the need for households to provide regular meter readings.
The information should also make it easier to compare tariffs between suppliers, as you’ll have accurate data on your energy usage, and when you use it.
However, there are two generations of smart meter: SMETS1 and SMETS2. Suppliers should now only be installing second generation (SMETS2) meters.
About 11pc of the 35 million smart meters in the UK aren’t working as they should be, with many of them in “dumb” mode where they don’t communicate with suppliers. Bill payers are routinely left without help when problems arise with the technology.
Here, Telegraph Money explains what to do if your smart meter stops working.
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What to do if your smart meter goes dumb
Switching suppliers can trigger some first-generation meters to go into dumb mode, which means they won’t send energy use readings to your new supplier. It can also mean that the usage data can be inaccurate.
This can be problematic if you’re trying to make sure you’re always on the best tariff and switch regularly.
Gareth Kloet, energy spokesman at comparison site Go Compare said: “Where a smart meter might go dumb is when the different supplier gateways are not integrated, and if this is the case you will need to contact your supplier to find out the next steps.
“It’s up to your energy supplier to fix any issues, but if the meter does go into dumb mode they might not replace it and may be happy to keep it in dumb mode as the meter will continue to record consumption, but it won’t be able to communicate those readings electronically.
“You won’t be asked to pay for a replacement meter if that’s the next move. But if the meter does not get replaced, your energy provider will either make arrangements to read it (like other meters) or ask you to read it and supply readings on a regular basis.”
Mr Kloet warned not to try to fix the meter yourself. He added: “The meter is connected to a mains electric supply and should not be tampered with.”
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What does it mean for my bills if my meter goes into dumb mode?
When smart meters go wrong it means relying on estimated bills. This has led to problems for some customers who have either been underpaying and been billed for large sums, or overpaid and struggled to get the money returned.
Experts suggest that if your smart meter is on the blink, make sure you receive accurate rather than estimated bills until all of the features of your smart meter are working again by submitting accurate meter readings manually.
Citizens Advice published a damning report earlier this year, spelling out the impact of smart meters going dumb. It said one man was left with arrears of almost £5,000 after his smart meter failed to provide accurate readings of his energy usage – meaning his bills had been significantly underestimated.
Current rules allow energy suppliers to bill customers retrospectively for up to a year’s worth of energy bills if, for example, a meter is not providing readings correctly.
Some well-known consumers have been affected. In December, artist Grayson Perry complained of a £39,000 bill he received on a smart meter. In the same month, broadcaster Jon Sopel revealed his device handed him a £19,274 bill. It is understood both issues have now been resolved.
Last year, official figures showed that 10pc of smart meters were not working properly but Citizens Advice said it was likely to be the “tip of the iceberg”.
Do I have to get a smart meter?
If you don’t yet have a smart meter then you’ve probably received correspondence from your energy supplier to get one installed.
You can say no to getting a smart meter, as they are not compulsory.
If your traditional, standard meter has come to the end of its life, it is likely you will have to have a smart meter installed as many manufacturers no longer produce standard meters, so they’re harder to come by.
If you object to having your energy usage monitored then some suppliers allow you to deliberately set up your smart meter in dumb mode, which switches the smart functionality off.
Energy companies have government targets to meet for installing the new-style meters, with about four-fifths of households in England, Scotland and Wales expected to have them by the end of 2025.
What are the benefits of a smart meter?
The advertised benefits of a smart meter include that you no longer have to bother with sending in meter readings or paying estimated bills only to have a shock bill further down the line if the estimates are wrong.
The meters come with a dedicated display screen to show how much energy you’re using in pounds and pence. The theory is that you can use this detailed information to encourage more energy efficient behaviour. For example, if you can track how much it costs to have a 10 minute daily shower, it might prompt you to shower more quickly.
One clear advantage is that they provide access to some of the better fixed-rate energy tariffs available, as some energy suppliers will only offer certain tariffs to households with a smart meter.
Mr Kloet said: “Some suppliers offer cheaper tariffs for customers on a smart meter. This has been less common since the energy crisis, but was a benefit that we’ve seen historically.”
He added that the issues of machines going dumb isn’t something those with newly installed meters will need to worry about. “There are no such issues with the second generation of smart meters, or SMETS2,” he said. “These meters will continue to work properly if you switch suppliers.”
You do not have to pay your energy supplier for a smart meter – or to have it installed.
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