Meter faults

A meter fault refers to any issue where an electricity meter is not functioning as intended. These faults can range from minor performance problems to serious safety hazards and are typically categorised as either urgent or non-urgent

If there is an immediate danger, such as fire, please call 111. 

If you have no power and are Medically Dependent, please ensure you utilise your back-up plan.

These may pose immediate safety risks and require prompt attention. Examples include:

• Fire or smoke
• Sparking
• Flooding
• Exposed wiring
• Electric shocks
• No hot water (Relay issue)

These affect meter performance but don’t pose immediate danger. Examples include:

• Blank screens
• Noisy meters
• Meter recording backwards
• Readings have stopped

If you have a smart meter and notice that your bills have been estimated lately, or your usage data isn't showing correctly on the app, this may mean your readings have stopped coming through.

If you suspect a communication fault, fill in the form at the base of this page and we will open an investigation. We suggest first checking:

• Nothing is blocking the meter
• Power is not turned off at the mains switch

If we believe there is a fault with your smart meter’s communication, we’ll then arrange for a technician to fix the issue. In some cases, the meter may need to be replaced. If that happens, your power will be temporarily turned off during the replacement process - usually for around 45 minutes.

Our contractor will arrange an appointment with you, so you will know when they are coming. We suggest turning off any sensitive electrical equipment before power is turned off

Note: If your mains switch is turned off, this is likely why your smart meter has stopped sending readings. To enable remote readings and avoid estimated bills, the mains switch must be on. Until it's switched back on, your bills will continue to be estimated as we won’t be able to retrieve accurate usage data.

• Urgent meter fault: 2-4 hours
• Non-urgent meter fault: up to 5 business days
• Smart meter communications fault: up to 2 months
• Fees: false fault fee applies if no fault is found, or the fault is your responsibility. See our fees page

Note: Only urgent faults, including no hot water (relay fault), are attended to after hours. All other faults will be handled during standard business hours.

Please visit our contact us page. For urgent meter faults, please call us on 0800 496 777 and ensure you select the option for faults. 

For smart meter communications faults, fill in the form below.