Smart Gas Meter Problems Explained
If your smart gas meter is not sending readings, your gas bill looks wrong, your meter display is blank, or your supplier keeps estimating your usage, this page will help you work out what might be happening and what to do next.
Start here if your gas smart meter is not working properly
A smart gas meter does not usually send readings directly to your supplier on its own. In most homes, it talks to the electricity meter and communications hub using the home area network, often called HAN.
What gas meter problem are you having?
Choose the closest option below and follow the guide.
My gas smart meter has stopped working
Your meter may still be recording gas use, but it might not be sending readings automatically.
Read the stopped working guide →My gas meter is not connecting
Gas meters normally connect through the electricity meter and communications hub using HAN.
Read the connection guide →My gas readings look wrong
Your meter and your bill may show different figures because gas is converted into kWh.
Check why readings look wrong →My gas bill is higher than expected
High gas bills can be caused by estimates, catch-up billing, tariff changes or genuine higher usage.
Read the high bill guide →My gas meter shows an error, blank screen or dashes
Error codes, blank screens and dashes can mean different things depending on the meter type.
Check gas meter errors →My gas meter was replaced and my bill changed
Meter exchanges can cause billing issues if closing reads, opening reads or units are handled wrongly.
Read the replacement billing guide →If you smell gas, treat it as an emergency
If you smell gas near your meter, think there is a gas leak, or feel unsafe, do not troubleshoot the meter first.
Call the National Gas Emergency Service on 0800 111 999. It is free to call and available 24 hours a day.
Do not just accept estimated gas bills forever
If your smart gas meter is not sending readings, ask your supplier what part of the smart system has failed. Is the issue with the gas meter, the HAN connection, the electricity meter, the communications hub, or their own billing system?
If your supplier keeps estimating your bill and does not give you a clear fix plan, use the complaint letter generator to put the issue in writing.
Not sure what is wrong?
Use one of the free tools below.
1. Smart Meter Health Check
Answer a few simple questions and get pointed to the most likely cause.
Start health check →2. Bill Checker
Use this if your gas bill looks too high, estimated, or difficult to understand.
Check your bill →3. Complaint Letter Generator
Create a plain-English complaint letter if your supplier has not fixed the issue.
Create letter →Gas meter guides and tools
Use these guides to narrow down the problem.
Gas meter not working or not connecting
Gas readings and bills
Safety, replacement and meter condition
Why gas smart meters often cause confusion
Gas smart meter problems can be confusing because the fault is not always inside the gas meter itself. Sometimes the gas meter is working, but it has lost its connection to the electricity meter. Sometimes the meter sends readings, but the supplier’s billing system does not use them correctly. Sometimes the issue is not communication at all — it is simply that gas units have been converted into kWh on the bill.
To narrow it down, ask three questions:
- Is the gas meter display working?
- Is the gas meter communicating with the electricity meter and comms hub?
- Is your supplier actually billing you from real readings?
Has your gas meter problem been going on for weeks?
If your supplier keeps estimating your gas bills, your smart gas meter is not sending readings, or you have had repeated contact without a clear fix, you can take action.