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Myth busting smart meter problems & issues

You will have heard about smart meters and the benefits they bring to the environment and Britain’s energy infrastructure. But if you do have concerns about getting a smart meter, you’re in the right place. Below, we set the record straight on your key concerns:

We believe that Octopus Energy is now responsible for Affect Energy customers. Therefore we are connecting you with Octopus Energy who will be responsible for taking your request forward.

We believe that Yu Energy are responsible for Ampower UK customers. Therefore we are connecting you with Yu Energy who will be responsible for taking your request forward.

We believe that British Gas is now responsible for Angelic Energy customers. Therefore we are connecting you with British Gas who will be responsible for taking your request forward.

We believe that SSE is now responsible for Atlantic Energy customers. Therefore we are connecting you with SSE who will be responsible for taking your request forward.

We believe that Nabuh Energy is now responsible for Avid Energy customers. Therefore we are connecting you with Nabuh Energy who will be responsible for taking your request forward.

We believe that Octopus Energy are responsible for Avro Energy customers. Therefore we are connecting you with Octopus Energy who will be responsible for taking your request forward.

We believe that British Gas is now responsible for Beam Energy customers. Therefore we are connecting you with British Gas who will be responsible for taking your request forward.

We believe that British Gas are responsible for Better Energy customers. Therefore we are connecting you with British Gas who will be responsible for taking your request forward.

We are connecting you to your supplier's website. They will take your request forward.

We believe that British Gas is now responsible for Breeze customers. Therefore we are connecting you with British Gas who will be responsible for taking your request forward.

We believe that SSE is now responsible for Brilliant Energy customers. Therefore we are connecting you with SSE who will be responsible for taking your request forward.

We believe that British Gas are responsible for Bristol Energy customers. Therefore we are connecting you with British Gas who will be responsible for taking your request forward.

You can continue your smart meter journey at your supplier's website. They will take your request forward.

We believe that British Gas are responsible for British Gas Evolve customers. Therefore we are connecting you with British Gas who will be responsible for taking your request forward.

We believe that Octopus Energy are responsible for Bulb customers. Therefore we are connecting you with Octopus who will be responsible for taking your request forward.

We believe that SSE are responsible for Cardiff Energy customers. Therefore we are connecting you with SSE who will be responsible for taking your request forward.

We believe that British Gas is now responsible for CitizEn Energy customers. Therefore we are connecting you with British Gas who will be responsible for taking your request forward.

We believe that Shell Energy are responsible for Colorado Energy customers. Therefore we are connecting you with Shell Energy who will be responsible for taking your request forward.

You can continue your smart meter journey at your supplier's website. They will take your request forward.

We believe that Scottish Power is now responsible for Daisy Energy customers. Therefore we are connecting you with Scottish Power who will be responsible for taking your request forward.

You can continue your smart meter journey at your supplier's website. They will take your request forward.

Eon have informed us that Eon Next are responsible for smart meter installations, so you'll be redirected there.

We are redirecting you to the E.ON Next smart meter webpage. You can continue your smart meter journey at their website. They will take your request forward.

We believe that OVO Energy are responsible for Economy Energy credit customers. Therefore we are connecting you with OVO Energy who will be responsible for taking your request forward. If you are a prepay customer you will need to visit Boost Energy at www.boostpower.co.uk/smart-meters. They will be responsible for taking you request forward.

We believe that Octopus Energy is now responsible for Engie customers. Therefore we are connecting you with Octopus Energy who will be responsible for taking your request forward.

We believe that E.ON Next is now responsible for Enstroga customers. Therefore we will connect you with E.ON Next who will be responsible for taking your request forward.

We believe that So Energy is now responsible for ESB customers. Therefore we are connecting you with So Energy who will be responsible for taking your request forward.

We believe that Utilita is now responsible for Eversmart customers. Therefore we are connecting you with Utilita who will be responsible for taking your request forward.

We believe that Scottish Power is now responsible for Extra Energy customers. Therefore we will connect you with Scottish Power who will be responsible for taking your request forward.

We believe that Shell Energy Retail is now responsible for First Utility customers. Therefore we are connecting you with Shell Energy Retail who will be responsible for taking your request forward.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We believe that British Gas is now responsible for Fosse Energy customers. Therefore we are connecting you with British Gas who will be responsible for taking your request forward.

We believe that Green Star Energy is now responsible for Future Energy customers. Therefore we are connecting you with Green Star Energy who will be responsible for taking your request forward.

We believe that Octopus Energy is now responsible for Gen4U customers. Therefore we are connecting you with Octopus Energy who will be responsible for taking your request forward.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We believe that Bulb Energy is now responsible for GnErgy customers. Therefore we will connect you with Bulb who will be responsible for taking your request forward.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We believe that Shell Energy is now responsible for Goto Energy customers. Therefore we will connect you with Shell energy who will be responsible for taking your request forward.

We believe that British Gas is now responsible for Great North Energy customers. Therefore we are connecting you with British Gas who will be responsible for taking your request forward.

We believe that Shell Energy is now responsible for Green Energy customers. Therefore we will connect you with Shell energy who will be responsible for taking your request forward.

We believe that EDF Energy is now responsible for Green Network Energy customers. Therefore we will connect you with EDF Energy who will be responsible for taking your request forward.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We believe that E.ON Next is now responsible for Hub Energy customers (formerly Gulf Gas and Power). Therefore we will connect you with E.ON Next who will be responsible for taking your request forward.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We believe that E.ON Next is now responsible for Hub Energy customers. Therefore we will connect you with E.ON Next who will be responsible for taking your request forward.

We believe that E.ON Next is now responsible for Igloo Energy customers. Therefore we will connect you with E.ON Next who will be responsible for taking your request forward.

We believe that Octopus Energy is now responsible for Iresa customers. Therefore we are connecting you with Octopus Energy who will be responsible for taking your request forward.

We believe that EDF Energy is now responsible for iSupply Energy customers. Therefore we are connecting you with EDF Energy who will be responsible for taking your request forward.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We believe that OVO Energy is now responsible for Lumo customers. Therefore we are connecting you with OVO Energy who will be responsible for taking your request forward.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We believe that British Gas is now responsible for MoneyPlus Energy customers. Therefore we will connect you with British Gas who will be responsible for taking your request forward.

We believe that British Gas is now responsible for Nabuh Energy customers. Therefore we will connect you with British Gas who will be responsible for taking your request forward.

We believe that British Gas is now responsible for Neon Reef Energy customers. Therefore we will connect you with British Gas who will be responsible for taking your request forward.

We believe that E.ON is now responsible for Npower Select customers. Therefore we will connect you with E.ON who will be responsible for taking your request forward.

We believe that E.ON Next is now responsible for Npower Select customers. Therefore we will connect you with E.ON Next who will be responsible for taking your request forward.

We believe that Utilita are responsible for Omni Energy customers. Therefore we are connecting you to Utilita who will be responsible for taking your request forward.

We beleive that Scottish Power is now responsible for Orbit Energy customers. Therefore we will connect you with Scottish Power who will be responsible with taking your request forward.

We believe that Utilita is now responsible for Our Power customers. Therefore we are connecting you with Utilita who will be responsible for taking your request forward.

We believe that British Gas is now responsible for People's Energy customers. Therefore we will connect you with British Gas who will be responsible for taking your request forward.

We believe that British Gas is now responsible for PFP Energy customers. Therefore we will connect you with British Gas who will be responsible for taking your request forward.

We believe that E.ON Next is now responsible for Powershop customers. Therefore we will connect you with E.ON Next who will be responsible for taking your request forward.

We believe that Shell Energy is now responsible for Pure Planet customers. Therefore we will connect you with Shell Energy who will be responsible for taking your request forward.

We believe that Octopus Energy is now responsible for Qwest Energy customers. Therefore we are connecting you with Octopus Energy who will be responsible for taking your request forward.

We believe that British Gas is now responsible for Ram Energy customers. Therefore we are connecting you with British Gas who will be responsible for taking your request forward.

We believe that British Gas is now responsible for Robin Hood Energy customers. Therefore we will connect you with British Gas who will be responsible for taking your request forward.

You can continue your smart meter journey at your supplier's website. They will take your request forward.

Scottish Gas have told us that British Gas is responsible for providing smart meters on their behalf. Therefore we are connecting you with British Gas who will be responsible for taking your request forward.

Scottish Hydro have told us that SSE is responsible for providing smart meters on their behalf. Therefore we are connecting you with SSE who will be responsible for taking your request forward.

We believe that Octopus Energy is now responsible for Shell Energy customers. Therefore we are connecting you with Octopus Energy who will be responsible for taking your request forward. If you are a former Shell customer and haven't seen an email from Octopus, please get in touch with them.

We believe that British Gas is now responsible for Simplicity Energy customers. Therefore we will connect you with British Gas who will be responsible for taking your request forward.

We believe that SSE is now responsible for Spark Energy customers. Therefore we will connect you with SSE who will be responsible for taking your request forward.

We believe that British Gas is now responsible for Southend Energy customers. Therefore we are connecting you with British Gas who will be responsible for taking your request forward.

We believe that Nabuh Energy is now responsible for Snowdrop Energy customers. Therefore we are connecting you with Nabuh Energy who will be responsible for taking your request forward.

We believe that British Gas is now responsible for Social Energy customers. Therefore we will connect you with British Gas who will be responsible for taking your request forward.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We believe that EDF are responsible for Solarplicity customers. Therefore we are connecting you with EDF who will be responsible for taking your request forward.

Swalec have told us that SSE is responsible for providing smart meters on their behalf. Therefore we are connecting you with SSE who will be responsible for taking your request forward.

Symbio Energy have told us that E.ON NEXT is responsible for providing smart meters on their behalf. Therefore we will connect you with E.ON NEXT who will be responsible for taking your request forward.

We believe that British Gas is now responsible for The Leccy customers. Therefore we are connecting you with British Gas who will be responsible for taking your request forward.

We believe that British Gas are responsible for Together Energy customers. Therefore we are connecting you with British Gas who will be responsible for taking your request forward.

We believe that Scottish Power is now responsible for Tonik Energy customers. Therefore we are connecting you with Scottish Power who will be responsible for taking your request forward.

We believe that EDF Energy are responsible for Toto Energy customers. Therefore we are connecting you with EDF Energy who will be responsible for taking your request forward.

We believe that Octopus Energy are responsible for UKEIH customers. Therefore we are connecting you with Octopus Energy who will be responsible for taking your request forward.

We believe that Shell Energy Retail is now responsible for Usio Energy customers. Therefore we are connecting you with Shell Energy Retail who will be responsible for taking your request forward.

We believe that EDF Energy is now responsible for Utility Point customers. Therefore we will connect you with EDF Energy who will be responsible for taking your request forward.

We believe that E.ON are responsible for Wasp Energy customers. Therefore we are connecting you with E.ON who will be responsible for taking your request forward.

We believe that British Gas is now responsible for White Rose Energy customers. Therefore we are connecting you with British Gas who will be responsible for taking your request forward.

We believe that E.ON are responsible for Wigan Warriors Energy customers. Therefore we are connecting you with E.ON who will be responsible for taking your request forward.

We beleive that Scottish Power is now responsible for Yorkshire Energy customers. Therefore we are connecting you with Scottish Power who will be responsible for taking your request forward.

We believe that British Gas is now responsible for Your Energy Sussex customers. Therefore we are connecting you with British Gas who will be responsible for taking your request forward.

We believe that British Gas is now responsible for Zebra Power customers. Therefore we are connecting you with British Gas who will be responsible for taking your request forward.

We believe that EDF is now responsible for Zog Energy customers. Therefore we are connecting you with EDF who will be responsible for taking your request forward.

  1. Can you switch supplier with a smart meter?

    You can switch energy supplier with a smart meter. And with a second-generation meter, you will be able to switch and keep all of your smart functions with no interruption.

    If you have a first-generation smart meter, there’s a chance it will lose some smart functionality, but this isn’t a barrier to switching energy supplier.

    These first-generation meters will either be migrated into the new smart data network or replaced with a second-generation meter by the end of the rollout.

    • Find out more: Switching supplier with a smart meter

  1. Do smart meters pose a radiation risk?

    Exposure to radio waves from smart meters is much lower than from other electronic appliances, such as mobile phones and wi-fi equipment.

    Public Health England (PHE) has carried out an extensive programme of research and found that smart metres are safe, and pose no risk to public health.

    • Find out more:  Smart meters and your health: the truth

     

    Watch the video below to see us put this to the test:

  1. Are smart meters safe?

    Smart meters are covered by strict UK product safety laws. This ensures that all smart meters have the same high quality and safety standards, regardless of your supplier.

    • Find out more:  Smart meters are safe

  1. Can smart meters spy on you?

    A smart meter neither sees nor hears; they can only measure the amount of gas and electricity you use. Personal details, such as your name, address and bank account details are not stored or transmitted by your smart meter.

    Smart meters were designed in consultation with the UK’s top security experts, so you can be sure your energy readings are protected.

    • Find out more:  Smart meters are safe

  1. Do smart meters work in low signal areas?

    Second-generation smart meters operate on a secure smart data network which isn’t reliant on mobile phone signals. This network will cover more than 99.25% of Great Britain by the end of rollout.

    If you have a first-generation smart meter, it will be enrolled onto this smart data network by the end of the rollout, or replaced by a second-generation smart meter.

    • Find out more:  Smart meters and wi-fi

    Pregnant woman looking at her phone on the couch.

  1. Will your smart meters affect your wi-fi?

    Smart meters do not use wi-fi to send your data; they use their own secure data network. Because of this, smart meters should not cause any delays or issues with your wi-fi connection. Any issues with your wi-fi connection should be dealt with by your internet provider directly.

    • Find out more: Smart meters and wi-fi

  1. Is there an accessible in-home display?

    If you’re blind, partially sighted, have difficulties with dexterity or memory loss, an accessible in-home display could make tracking your energy usage easier. This is thanks to the additional features they have, such as large buttons and text-to-speech functionality.

    • Find out more: The accessible in-home display

  1. Are smart meters hard to read?

    Smart meters use a secure smart data network to automatically and wirelessly send your meter readings to your supplier at least once a month. So, you don’t have to read your meters at all! Unlike with traditional meters…

    And on top of that, you’ll have an in-home display which will tell you what those numbers on a traditional meter really mean. The in-home display lets you know how much energy you’re using in near-real-time and how much it’s costing you in pounds and pence.

    • Find out more: How to read a smart meter

  1. Will your energy supplier get your meter readings with a smart meter?

    There could be a number of reasons why your energy company isn’t receiving your meter readings. Here are some potential problems:

    • Your supplier is having connectivity issues
    • If you have a first-generation smart meter, it may not be working in smart mode

    No matter what your issue, the best way to solve the problem is to contact your energy supplier and explain the situation.

  1. Will your in-home display work?

    There are a few reasons why your in-home display might not be working:

    • The in-home display might need charging
    • The in-home display might be faulty
    • There could be a connection issue between the in-home display and smart meter

    The best thing to do if your in-home display isn’t working is to contact your energy supplier. They could repair or replace the in-home display if it is still within the 12-month warranty. But if yours was installed over 12 months ago, your energy supplier may apply a charge.

    • Find out more: In-home display FAQs

  1. Will your bills be accurate with a smart meter?

    Yes! With a smart meter, you’ll receive accurate, not estimated bills.

    The first bill you receive after having your smart meter installed may still be estimated, but following this, you should have accurate bills. If you’re still receiving estimated bills after this, you should contact your energy supplier.

    If you still believe that your bills are inaccurate, contact your energy supplier. It could be because you were previously receiving low estimates from your energy supplier, and your smart meter is now tracking your energy use accurately.

  1. Can you get a smart meter if you rent?

    If you’re a tenant and pay the bills in your rental property, you’re entitled to ask for a smart meter. However, Ofgem recommends telling your landlord before getting one.

    • Find out more: Smart meters and rented property

  1. Can you get a smart meter if you have solar panels?

    If you have solar panels, or generate renewable electricity, you could still have a smart meter installed. But some energy suppliers aren’t ready to supply smart meters to customers with solar panels just yet. Your supplier should be able to give you a timeframe for when they can offer this.

    If you already have a smart meter and solar panels, your in-home display will currently only display the energy you’re using. It will not be able to show you how much power your solar panels are generating.

    Despite this, there are energy tariffs being offered that pay you for exporting your renewable energy to the smart energy system. These tariffs can be obtained by getting a smart meter installed.

    You should let your energy supplier know that you have solar panels when setting up your smart meter installation, so they can provide you with the more relevant advice.

  1. Can you get a prepay smart meter?

    All smart meters can be switched between prepay and credit mode. So if you’re eligible to receive a smart meter, you’re eligible to receive a prepay meter. The best way to find out if you’re eligible for a smart meter is to contact your energy supplier.

  1. Do you have to get a smart meter?

    Smart meters are not compulsory; it's entirely your choice whether you accept one. But there are many reasons to accept a smart meter, from helping you take control of your energy bills, to environmental benefits.

    If you’re unsure about your rights, click the link below.

    • Find out more: Do I have to get a smart meter?

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