My smart meter isn't sending readings automatically.
Sometimes smart meters stop working correctly for a variety of reasons including losing connection to the network. Depending on the issue, we’ll let you know whether it’s a simple fix you can do yourself or whether you need to get in touch.
How do I know my smart meter isn’t sending readings?
There are a couple of ways you can find out:
You get an estimated bill rather than an accurate one.
Your online account lets you know that your meter isn’t sending us readings.
You get a communication from us (an email for example) that lets you know your meter isn’t sending us readings.
Your in-home display (IHD) isn't updating.
Why is my smart meter not sending readings?
Here are the most likely reasons why the readings are not getting through to us:
You're a new customer from another supplier. It can take a little while for your meter connect when you join us.
You have an older version of meter (SMETS1). It means you won't benefit from a smart meter for now, but we may be able to connect it in the future.
You've just had a new smart meter and we're still connecting it. It can take up to 6 weeks to get everything sorted.
We may have lost connection. The network in your home or area may have dropped.
What do I do if my smart meter isn’t sending readings?
Depending on the problem, here’s what you need to do:
We’re remotely upgrading SMETS1 meters to solve the issue. If yours isn’t upgraded yet you’ll need to send us readings yourself.
If your meter has been recently installed then it should start working after 6 weeks of the installation date.
If it’s a different issue then you’ll need to get in touch with us so that we can diagnose the issue and talk you through the fixes. We may need to send out a technician to solve the issue.
If your meter isn’t sending us readings then you’ll need to take them yourself so you don’t get an estimated bill. Once you’ve got your readings you can send them in on your online account.
If you don’t have an online account we suggest you register for one or email us your readings at hi@eonnext.com.
How to read a smart meter.
Here’s how you can get your meter readings manually:
If you have an electricity single rate meter, the display will automatically show the reading.
If you have an electricity dual rate meter your meter will show your rate 1 or day rate automatically. Press and release the blue display button and this will show your rate 2 or night rate.
For gas meters, press and hold the red button A for 5-10 seconds. This will then display ‘Credit ON’. Press and release button A, and the meter will display the reading.
Having trouble with your smart in-home display (IHD)?
Along with the meter you have in your cupboard, your in-home display can sometimes play up too. If it’s lost connection with your smart meter or isn’t showing both of your fuels then you can get help with your IHD.
We also have guides for the different types of in-home display including the Smartview3 and 4 as well as the Chameleon IHD.
Smart meter customers have their say.
See what our smart meter customers say about their experience with smart meters. Meet Yannick & Ellie who explain how they use their smart meter to understand better who is using the most energy in their household.
Frequently asked questions
Not able to see your latest electricity or gas use online?
Whether you can’t see your energy use on the website or the app, this is normally due to our systems still updating with the info from your meter. We normally recommend trying again in an hour or so.
To get the most accurate energy use make sure you set your meter to send us half hourly data. You can do this through your online account.
Will my smart meter work if I change supplier?
Your smart meter might start acting like a normal meter if you change suppliers. If this happens, your supply won't be affected, however you'll need to give meter readings as your smart meter won't send them.
Smart billing information.
If you currently choose to pay on receipt of your bill this will change once we’ve started to receive readings remotely from your smart meter.
Once you have a smart meter, you’ll start to benefit from monthly billing as we receive your meter readings once a month. The shorter and more regular bill period makes it easier for you to budget and stay on top of what you use.
You can use your in-home display to see how you’re using your energy and if you’re struggling with your bills then we can offer you extra support.