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A hand switching off a light switch on a graphic backgroundA hand switching off a light switch with a graphic background and repeated text that reads 'smart facts'

Smart meters and disconnection: can smart meters cut off power?

Strict regulations protect you against your energy supplier switching off your energy supply. This protection remains as strong with smart meters as it is with traditional meters. There are strict rules set by Ofgem relating to disconnection and remote cut-off.

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Smart meters are the next generation of energy meters. They are part of upgrading our energy system in Great Britain. Smart meters can also help people to manage their energy bills.

Consumer protections are the same for people with smart meters and traditional meters.

Read on to find out more about smart meters and remote disconnection. Learn about your rights and what the process should be if you have a smart meter and switch to a prepayment meter.

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Can a smart meter cut off power?

A smart meter cannot cut off power by itself. In some rare instances, energy suppliers can switch off energy supply. But only under very strict circumstances. This is true no matter what type of meter you have.

Strict regulations protect you against your energy supplier disconnecting your gas or electricity. This protection is as strong with smart meters as it is with traditional meters. There is no difference between the regulation of energy supply for smart and traditional meters.

Getting a smart meter does not change your energy contract.

Can a smart meter change from a credit meter to prepayment?

If a consumer falls into debt with a traditional meter, their energy supplier could charge to install a new prepayment meter. With smart meters, consumers can be switched from credit to prepayment mode without the cost of a new meter being added to their existing debt.

So, yes, a smart meter can be switched to prepayment, without a new meter needing to be installed. This reduces the cost to the consumer. Consumer protections for the switch to prepayment meters remains the same, whether you have a smart meter or not. There are specific conditions that suppliers need to meet when switching people to prepayment meters. This is true whether they have smart meters or traditional meters. For more information, see Ofgem’s prepayment meter support guide.

Approved Prepay IHD March 2022
An example of an in-home display in prepayment mode
Smart Meter In Home Display In Credit Mode
An example of an in-home display in credit mode
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Changing from prepayment to a credit meter with a smart meter

All smart meters can operate in prepayment or credit mode. This allows for more flexibility. If you have a smart meter, you can switch from prepayment to credit without needing a new meter installed. The same as when switching from credit to prepayment. This means that having a smart meter reduces the cost to consumers when switching between prepayment and credit.

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How does a smart meter turn off power?

Suppliers are able to remotely switch off energy supply with smart meters, but only under very strict circumstances. Consumer protections against energy supply being cut off are the same for smart meters and traditional meters.

The only difference is that suppliers would need to apply for a warrant to switch off supply for a customer with a traditional meter.

You can learn more about this by reading Ofgem’s rules for prepayment meters.

Can your energy supplier cut you off with a smart meter?

Energy companies must not disconnect customers without trying to help them pay their debts through a payment plan first. Energy companies have to take all reasonable steps to recover their charges through a payment plan. And there are some circumstances where suppliers must not ever cut off energy supply.

The process of turning off supply to a smart meter may be different to a traditional meter, but consumer protections remain the same.

If you need support with energy supply disconnection

If you’re worried about not being able to top up your prepayment meter, or your supplier disconnecting you, refer to Ofgem’s prepayment meter guide. You can also contact Citizen’s Advice if you aren’t sure about your options and need more support. If you are in a vulnerable situation, someone at their Extra Help Unit could take on your case. 

If you’re worried about being able to pay your energy bills, please refer to our energy bill support guide. We also have instructions if need additional support to contact your energy supplier.

If you experience temporary disconnection because of a power cut, dial 105, the free power cut line. If your energy is cut off remotely, you may be able to access compensation from your network operator under the Guaranteed Standards.

Find out more about your rights when it comes to disconnecting energy supply on the Ofgem and Citizens Advice websites.

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