Separate the meter, display and account
A smart-meter problem can mean a blank in-home display, a communication issue, an estimate on the bill or a meter display showing an error. Identify which part is affected before choosing a support route.
Check the billed reading safely
Compare the bill’s reading, date and reading type with what you can see on the meter. Do not open, move or interfere with the meter, its seals or wiring.
Record the symptom and timing
Note the display message, whether the in-home display has power, when readings stopped appearing and whether the supplier is receiving data. This gives the supplier a clearer fault description.
Choose the focused guide
Use the not-working guide for display or communications symptoms, the wrong-reading guide for a billed value that does not match, or the estimated-bill guide when the account is using estimates.