Help for bills, PAYG, top-ups and meter stress
Get back in control
If smart meter problems are leading to estimated bills, top-up issues, payment confusion, or general stress, this section is here to help you make sense of what may be going wrong and what to do next.
Start with the issue that sounds most like yours
Smart meter faults can create confusion fast, especially when money, top-ups, or billing are involved.
I think my bills are based on wrong or missing readings
If your meter is not sending readings, your supplier may be relying on estimates or stale data.
Read guide →
My smart meter is not working properly
Your meter may be installed but not behaving properly, which can affect billing, top-ups, and peace of mind.
Read guide →
I think this is a signal or communication issue
Signal and connection faults can sit quietly behind supplier problems, missing reads, and delayed updates.
Read guide →
Not sure what the problem is?
Use the Health Check to work out what may be happening and where to focus first.
Run health check →
Why this matters
When the meter side goes wrong, the stress usually lands on the customer
Estimated bills, failed top-ups, confusion around usage, and long delays can all leave people feeling stuck. This section is here to simplify the problem and help people find a sensible next step.
Help topics in this section
Estimated bills and missing readings
Support for households trying to understand why bills do not look right and what may be happening in the background.
Coming soon
PAYG and top-up issues
Help for homes dealing with top-up failures, emergency credit confusion, or meter problems that make payment harder.
Coming soon
Debt, back-billing and long-running problems
Guidance for households dealing with unresolved issues that drag on and become harder to sort out over time.
Coming soon
Gas Meter Reading to kWh Calculator
A simple tool to help you understand your gas usage more clearly.
Open calculator →
What this section is here to do
Reduce confusion
Explain the problem in plain English so it feels more manageable.
Reduce panic
Help people work out whether the issue is likely to be the meter, supplier setup, or signal side.
Reduce delay
Point people toward the right next step faster so they do not keep going in circles.
Need to make sense of a smart meter problem fast?
Start with the Smart Meter Health Check and work through the issue step by step.