A smart meter with a blank screen can worry customers. Many people assume their energy is not being recorded, but that is not always the case.
In most situations, the meter is still supplying electricity or gas to the property. The issue is usually with the display rather than the measuring system itself.
However, when the screen cannot be read, suppliers often have to rely on estimates to produce bills.
How suppliers estimate usage
If a meter cannot display readings, the supplier will normally estimate energy usage using:
• previous meter readings
• historical usage for the property
• average consumption for similar homes
This means the bills during this period may not be based on actual readings.
What happens when the meter is replaced
When an engineer replaces a faulty meter, the supplier may review the account.
They may compare previous estimates with the new meter readings and adjust the account if necessary.
Sometimes this results in a corrected bill.
The UK back-billing rule
In the UK, suppliers must follow rules set by Ofgem regarding billing errors.
If a supplier fails to bill a customer correctly, they normally cannot charge for energy used more than 12 months ago.
This means if a meter has been faulty for a long time, some older charges may not be recoverable.
When the rule may not apply
The rule may not apply if:
• the customer prevented access to the meter
• the supplier repeatedly requested readings but did not receive them
• there is evidence of tampering
In these situations, suppliers may attempt to recover a longer period of energy usage.
What customers should do
If your smart meter display stops working:
1.Report the fault to your energy supplier as soon as possible.
2.Keep copies of any bills received during the fault period.
3.Take photos of the meter if possible.
4.Request a meter inspection or replacement.
Reporting the issue early helps prevent future billing disputes.