Frequently asked questions

Smart Meters

Want to know where you can top up your Smart Meter over the counter?
Find your local PayPoint or Payzone retailer that support smart.

Category: Smart Meters

The installer who fits your smart meter will show you how to use your new meter and in-home display. They’ll check it’s working and answer any questions you may have, so you’ll get the benefits of your new smart meter straight away.
Your in-home display has all sorts of features to help you control your energy use and lower your bills. You can see:
how much energy you’re using in near real time and what it’s costing you in pounds and pence (as well as kilowatt hours)
how much energy you’ve used in the last day, week, month, or year (if you’ve had your contract that long)
Your in-home display shows your energy use information and you’ll still receive energy bills, but now they will be accurate without you needing to submit meter readings.
If you’re on prepay, your in-home display will also show how much credit you have.

Category: Smart Meters

Smart meters can help us to identify situations where we’re using a lot of energy and might want to make changes to this. If you use the information shown on your smart meter in-home display to reduce your energy use, you could cut your energy costs.
Smart meters also mean accurate bills as they bring an end to estimates, so you can be confident that you’re only paying for what you’ve actually used.

Category: Smart Meters

Yes. People with a smart meter can switch energy supplier and tariff in exactly the same way as anyone with a traditional meter can. Smart meters should make switching easier, as you’ll have the information you need to make an informed decision and choose the best tariff and supplier for you.

Category: Smart Meters

No. Your smart meter will continue to accurately record your gas and electricity usage. However, if you’re considering changing energy supplier, it’s best to check if your new supplier can support smart metering technology before you agree to switch.
In this early stage of the rollout, some people with SMETS1 type meters may find that if they switch supplier, they need to start sending meter readings again in order to get an accurate bill.
This is just a temporary situation. A secure national communications network for smart meters is being set up. Once SMETS1 meters have been enrolled into this network they will become interoperable between suppliers and will once again deliver their full benefits.

Category: Smart Meters

At the moment, your smart meter and in-home display come as a set, so you can’t connect other types of smart meter or display. As smart technology continues to evolve, new display types may be developed that can, but you should never need to replace your meter if you’re changing your display.

Category: Smart Meters

Consumers wishing to use an accessible in-home display should contact their energy supplier to see if they will be offering these to their customers in due course.

Category: Smart Meters

The majority of consumers put the in-home display in their kitchen, where they can easily see it at a glance. You can put it wherever is most convenient for you as long as it is equally spaced between the gas and electric meter. Just make sure it’s somewhere that it won’t get wet, that’s near a plug socket and where everyone in the household can see it.

Category: Smart Meters

You can choose how often your smart meter sends data to your gas and electricity supplier. Monthly is minimum, daily or half-hourly are optional. You can change your preference for how often you share this information at any point by getting in contact with your supplier directly.

Category: Smart Meters

As with all wireless technology, smart meters may occasionally experience connectivity issues. Just like a mobile phone or Wi-Fi networks, these problems can be caused by a number of issues that can usually be resolved quickly. If your smart meter cannot communicate with your energy supplier via the designated wireless network, they may ask you for a temporary manual reading so that your bills will remain accurate, until the problem is resolved.

Category: Smart Meters

The first bill you receive after having your smart meter installed may still be estimated. If you are still receiving estimated statements after this, you should contact your energy supplier.

Category: Smart Meters

Yes, we can now support some smart meters depending on the meter type.

We are currently rolling out Smart Meters, please complete our Smart Meter Interest Form Here and we will contact you when we are fitting in your area.

Category: Smart Meters


Sometimes the credit for your smart meter may not hit your smart meter straight away. Please allow 60 minutes for your credit to appear and press the B button on your meter to ensure that the meter is not in Vend Mode. If your meter is in Vend Mode, it can delay your credit hitting your meter.

We appreciate this can be frustrating and have a few handy steps that can speed up the process of it showing on your meter.

We recommend that you always keep your top-up receipt from the shop. This receipt will have your UTRN/Vend code on it which will look something like this: 41951-13009-20081-87302

Ensure you correctly enter the code into your meter by pressing the A button (the blue button in the bottom left of the keypad). When you press the A button, the screen should say “VEND MODE”. You should then type in the vend code which shows on the receipt.

Continue by pressing B (the red button at the bottom right of the keypad). Your meter should then show “ACCEPTED”. If it says rejected it could be a case you have inputted the code in incorrectly and you should try again. ** Please do not try to enter your code repeatedly if your meter is showing “REJECTED” as this can lock your keypad for a period of time.

If your meter does keep rejecting please do not hesitate to contact our customer service team on 03300414902.

If you have topped up over the website or our mobile app and haven’t received a vend code you should contact our customer service team who can find your payment vend code or generate one for you.

Need more help on how to use your smart meter?

Take a look at our SMETS1 smart meter guide for more detail on what the buttons do and how to top up.

Categories: Meters, Smart Meters

Your In-Home Display differs from your smart meter.

For more information on how to use your In-Home Display click here



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