Smart meters were introduced to help households and businesses take control of their energy usage, leading to greater efficiency and cost savings. However, millions of smart meters in the UK are believed to be faulty, creating challenges for consumers.

How do Smart Meters Work?

Smart energy meters are designed to accurately measure a consumer's use of gas and electricity and calculate the cost in near real-time.

Some smart meters also send readings to suppliers via a remote connection called 'smart mode’.' If this connection is lost, suppliers rely on an estimated bill until the consumer provides their meter readings.

How Many Smart Meters Are Faulty?

According to Smart Energy GB, a non-profit organisation focusing on the benefits of smart meters, there are now almost 35 million smart meters in Great Britain, and the 'vast majority' are operating as intended.

As of June 2023, the Department for Energy Security and Net Zero (DESNZ) estimated that 4.31 million smart meters in Great Britain were not working properly. This includes devices that are not operating in "smart mode," failing to send automatic readings to energy suppliers. Below, we explore the most common issues with smart meters and how they may affect users.

How are Smart Meters Faulty?

Failed Communication:

A significant proportion of smart meters are defective, often leading to a lack of communicating with energy suppliers, and forcing customers to submit manual readings or risk receiving inaccurate bills. If your smart meter has stopped functioning as expected, you should contact your energy supplier immediately to avoid billing errors.

Incorrect Readings:

While smart meters are designed to generate accurate energy bills, faulty meters can produce incorrect readings. This can lead to overcharging or undercharging, resulting in financial strain. Ensuring your meter is calibrated correctly can prevent these issues. If you notice discrepancies, notify your provider and keep track of your manual readings for reference.

In-Home Display (IHD) Issues:

Many customers report problems with the in-home displays that accompany smart meters. Common issues include the display failing to sync with the meter or showing outdated information. Without a reliable IHD, customers may struggle to monitor their real-time energy usage, defeating the purpose of the device.

Network Issues:

Smart meters rely on a wireless network to send data to suppliers. However, connectivity issues can cause significant disruptions. For example, if the signal strength in your area is poor or the network is temporarily down, your meter may not be able to send readings, leading to estimated bills.

Hardware Upgrades:

The UK's ongoing transition away from 2G and 3G mobile networks is also impacting smart meter functionality. In central and southern England, older hardware associated with smart meters may need to be upgraded. If your meter stops working due to outdated hardware, your energy supplier should provide a replacement at no cost.

What Should You Do If Your Smart Meter Is Faulty?

If you believe your smart meter is not functioning correctly, follow these steps:

Contact your energy supplier: Report the fault and ask for guidance. In many cases, suppliers can resolve issues remotely or send a technician to inspect the device. From the day you report any issues, your supplier should update you within five working days.

Reach out to Citizens Advice: For impartial advice on resolving smart meter problems, Citizens Advice is a valuable resource. They can guide you through your rights and options.

Keep manual readings: Until the issue is resolved, regularly record your energy usage to ensure your bills are accurate.

Why These Issues Matter

The widespread problems with smart meters highlight the challenges of transitioning to modern energy management systems. While these devices have the potential to revolutionise how we monitor and control energy usage, unresolved technical issues undermine their effectiveness. Understanding these challenges and gaining better support from energy suppliers is key to ensuring the smart meter programme achieves its goals.

For expert advice on energy solutions and strategies to optimise your energy usage, contact Direct Business Solutions, a leading energy consultancy committed to empowering businesses across the UK.

What Experts Say:

DESNZ says:

"vast majority" of smart meters are working correctly, but "reporting errors by a minority of suppliers have uncovered more meters not operating in smart mode than previously thought."

Lord Callanan, Minister for Energy Efficiency and Green Finance, has written to Ofgem, urging,

"action to ensure suppliers are held to account if they are not supporting customers with issues as they should be."

Energy regulator Ofgem said it had asked suppliers to provide more detail on how they plan to tackle connectivity issues.

"If customers have concerns about the way this is handled, they can complain to their supplier, and if the issue is not resolved to their satisfaction, they should raise it with the ombudsman," it said.