Meters and meter readings.

The quickest and easiest way to give us a meter reading is through your online account.

It’s really easy to get started online and set up your account - if you’re already getting emails from us, you just need to reset your password.

If not, then register now and we'll get things sorted for next time. In the meantime you can still tell us your meter reading and we'll add this for you.

Need help getting the meter reading from your smart meter? Check out our smart meter reading guide.

Your electricity and gas meter readings tell us how much energy you've used over a period of time. We can estimate your meter readings using previous readings at your property, but it's always best to send them in if you can.

So you know where you are with your energy, we prefer to create your bills based on actual meter readings. And to make it easier, we’ll email you every month to remind you. Don’t worry if you can’t send us a reading now and again.

If you pay a fixed amount by Direct Debit every month, if we haven’t received a meter reading in three months we’ll send you an estimated bill. And if you usually pay when you get your bill, we’ll send you an estimated one every month if we haven’t received a meter reading from you.

Smart meters are the next generation of metering technology, and are paving the way forward in helping customers become more savvy with their energy use. You’ll get an in-home display, when your smart meter is fitted, which shows you how much energy you’re using in pounds and pence.

Then it’s easier to see where you could save energy – and money. And a smart meter automatically sends readings to us so you don’t have to, which means - more accurate bills for you.

You can book a smart meter appointment through your online account.

Sometimes we have trouble getting your meter readings due to temporary issues, such as signal problems or IT issues. However if it's continuing then it could be because you have an older style smart meter or due to signal issues in your area. If it's because of an older smart meter then we'll be in touch to get it replaced when we're in your area.

When your supply moves over to us we can temporarily lose connectivity with your smart meter. This connection is re-established within a few weeks of your switch but sometimes this could mean you get an estimated bill from us.

The off-peak electricity times, or night rate as you might know it, for your economy 7 meter will vary on where you live and who provides your electricity. Usually you'll get 7 hours of off-peak electricity between 11pm and 8am. For example, 11pm - 6am or 1am - 8am. Get in touch with us if you're not sure when your economy 7 hours are.

We’ll send an engineer to collect a reading from your meter if you can’t take your own meter readings, or you haven't given us one in a while.

Our meter readers will be wearing branded clothing and have identification to show they’re from E.ON or Morrison Utility Services. Please ask and they’ll be happy to show you.

It’s really important for us to ensure your account is in good health - never overpaying for your energy or underpaying that you’re then surprised with a debt.

We’ll send you an email every month to remind you to send us a meter reading, but if we don’t receive a reading for a long time - and we mean a very long time - we'll send a meter reader to take one. We need at the very least, one actual meter reading every year.

Faulty electricity and gas meters are rare, but like anything in life hiccups can happen.

Here's our quick guide to things you can check yourself if you think there’s a problem with your credit meter:

1. Switch off all the appliances that are currently have on in your home, this will also include any pilot lights if you’re checking your gas meter.

2. Check if the numbers on your meter’s display are still moving. You may need to be patient, as while before checking this, as it can take up to 30 minutes for all energy use to record on your meter.

What you do next will depend on what your meter does:

• If the numbers on your meter are still moving after you’ve turned off all your appliances and waited, you may have a faulty meter. But don’t panic, whatever the fault may be, we’ll be able to help. Just get in touch so we can work out what the problem is. We may need to test your meter, and if we find your meter is working normally you may have to pay for the tests.

• If the numbers on the meter stop moving, start to turn on one appliance at a time. Each time you turn on another appliance, check your meter to see if it begins to move very quickly. If it does. It may mean that you have a faulty appliance. Depending on the type of appliance you may want to get this check by a qualified electrician or Gas Safe engineer.

Just be mindful that a higher bill doesn’t always mean that your meter is faulty. A simple lifestyle change, new appliances or an extra person living in your home could also increase your energy use. But if you’re still unsure please get in touch, and we’ll happily help.

If you need more support, our interactive troubleshooter can give you clear, helpful guidance in a few simple steps.

If you're having issues with your smart in-home display, then resetting it will usually solve the problem. You can do this by:

• Unplugging the device from the mains and switching it off. (There is a small on/off button on the device, press and hold this until it is off).

• Take the device near to your electricity meter.

• Switch the device back on (hold the on/off button down). The device should come back on and resync.

If you need more support, our interactive troubleshooter can give you clear, helpful guidance in a few simple steps. Alternatively, get in touch with us and we'll do our best to sort your issue.

All energy companies have a licence obligation to check your meter at least once every two years.

If your meter is located outside and is easily accessible, you won’t even need to be there while we inspect your meter and take a reading. But if your meter is located within your property, we will contact you to arrange an appointment so you can be there.

It’s just to make sure your meter is behaving how it should be, and if we spot something a-miss we can get this sorted for you.

The Radio Teleswitch Service (RTS) is closing soon and if your meter is managed by an RTS signal, it will need to be replaced. We'll be in touch with all affected customers to let them know what's happening.

Find out more about the Radio Teleswitch Service closure.

Have you ever wanted to connect your smart meter to other apps that give you more details about your energy use, like tracking your carbon footprint or getting a deeper look at your energy habits? To do this, you'll need a special code called the Technical Device ID (sometimes called a GUID, MAC, or EUI address). Think of it as your smart meter's unique fingerprint.

The good news is you can usually find this ID right on your smart meter equipment at home. The two easiest places to look are your In-Home Display (IHD) and the Communications Hub that's often attached to your electricity meter.

On Your In-Home Display (IHD).

Your IHD is that handy screen you use to see your energy usage. Here's where to find the ID:

• Check the labels: Flip your IHD over or look underneath. There might be a sticker with the Device ID printed on it. It's usually a long code of 16 letters and numbers, like 0C-A2-F4-00-00-00-00-00.

• Inside the battery compartment: If you don't see it on the outside, carefully remove the battery cover. The label might be hidden inside.

• Through the menu: You can often find the ID in the IHD's settings. Look for menu options like "Settings," "About," "IHD Info," or "Device Info."

• For Chameleon (IHD3, IHD6, IHD7): Go through the menu to "IHD Info" to see the GUID.

• For Geo: Navigate to "Menu" > "Settings" > "Advanced" > "Device Info" to find your GUID.

On the Communications Hub.

This is the device usually found on top of your electricity meter. It helps your meters talk to your IHD and the wider network.

• Look on the front: By UK rules, the ID (called the Zigbee MAC address here) should be easy to read on the front of the Communications Hub itself.

Why You Might Need This ID.

While your energy company uses different numbers (like MPAN and MPRN) to identify your energy supply, the Technical Device ID is used for a different, exciting purpose:

It allows trusted third-party apps and services to securely connect with your smart meter and access your real-time energy data. This means you can use specialized apps to get more detailed insights into your energy consumption than what your supplier typically provides. When you set up these apps, they'll often ask for this ID to link to your smart meter.

Important note: Always be cautious and only share this Device ID with applications that you trust and have specifically chosen to use.