If your smart meter is not sending readings, weak signal coverage in your area could be part of the problem. This guide explains how coverage affects smart meters, how to sense-check whether it may be the cause, and what your supplier should do next.

How To Check If Your Area Has Smart Meter Coverage Problems

If your smart meter has stopped sending readings, one possible cause is weak or unstable signal coverage where you live.

This is more common than many customers realise, especially in rural areas, older buildings, basements, valleys, and places where the meter location makes signal difficult.

Important: if coverage is the problem, that is not your fault — and it is not something you are expected to fix yourself.

Why signal coverage matters for your smart meter

Your smart meter system sends readings back to your supplier over the WAN — the Wide Area Network.

If the WAN connection is weak, unstable or missing, the readings may not get through properly. That can lead to:

your supplier not receiving readings
estimated bills instead of actual ones
the meter appearing “offline” on supplier systems
smart features becoming unreliable

That does not always mean the meter itself is faulty. Sometimes the meter is working, but the communications path out of the property is poor.

How to sense-check whether coverage may be the problem

1. Look at the type of location you live in

Coverage-related problems are more common in places like:

rural areas and villages
properties in valleys or surrounded by hills
older homes with thick stone or brick walls
basement or below-ground meter locations
external meter boxes in awkward positions

If your property fits that pattern, signal becomes a stronger possibility.

2. Ask your supplier what it can see remotely

Ask a direct question like:

“Can you check the WAN status or communications status on my smart meter and confirm whether there appears to be a coverage or signal problem at my address?”

They may not explain it well straight away, but they should be able to investigate whether the issue looks like a signal problem or something else.

3. Check the WAN light if visible

If the WAN light is persistently red, flashing unusually, or dropping in and out, that can suggest an ongoing communications problem.

If the WAN side looks stable, coverage may be less likely and the fault may sit elsewhere in the system.

4. Compare with nearby homes if relevant

If neighbours with smart meters in similar properties are seeing the same kind of no-readings problem, that makes a local signal or coverage issue more believable.

That is not proof on its own, but it is useful context when reporting the problem.

Known situations where coverage problems are more likely

rural and remote properties
highland, island or valley locations
thick stone, brick or metal-heavy buildings
basement or cellar meter positions
awkward external box locations
areas where older communications technology has struggled historically

In these cases, the smart meter may need better positioning, different communications equipment, or a more tailored fix than a basic remote reset.

What your supplier should do if coverage is the issue

A signal or coverage problem does not remove your supplier’s responsibility to investigate the fault properly.

Depending on the case, the supplier may look at options such as:

checking whether the communications hub is the right type for the location
repositioning equipment or using a fly lead arrangement
upgrading communications equipment where appropriate
arranging an engineer visit if remote actions are not enough

The exact fix depends on what is actually causing the no-readings problem. Coverage is one possibility, but it still needs diagnosing properly.

What should happen when you report the fault?

Once you formally report that your smart meter is not sending readings, your supplier should not just leave the case drifting.

Under Ofgem’s live smart meter rules, the supplier should carry out an initial assessment, take action that helps identify the issue, and offer written confirmation of what it found and what it did within 5 working days. [oai_citation:0‡Ofgem .pdf](sediment://file_00000000c2b47243b7ec4fc645bcef30)

Important: that does not mean the full problem must always be fixed within 5 working days. It means the supplier should start properly investigating the issue and not just send a vague acknowledgement. [oai_citation:1‡Ofgem .pdf](sediment://file_00000000c2b47243b7ec4fc645bcef30)

When you contact them, you could say:

“My smart meter is not sending readings and I believe there may be a signal or coverage issue affecting the communications side of the system. Please confirm what checks you have carried out, whether this appears to be a WAN or coverage problem, and what action you are taking next.”

It is still sensible to ask for a case or complaint reference number so you have a written record of when the issue was reported.