If your smart meter stops working or cannot send readings, your energy supplier may be required to fix the problem within a set time.
If they fail to do this, you may be entitled to automatic compensation.
These rules were introduced by the UK energy regulator OFGEM to protect customers when smart meters stop working.
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The 90-Day Rule
If your smart meter stops sending readings, your supplier must attempt to fix the problem.
They normally have 90 days to resolve the issue.
This may involve:
• diagnosing the communication problem
• sending commands to the meter remotely
• arranging an engineer visit
• replacing the communications hub
• replacing the meter if necessary
If the issue is not fixed within this timeframe, compensation may apply.
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The £40 Compensation Payment
If the smart meter problem is not resolved within the required timeframe, you may be entitled to a £40 compensation payment.
This payment is normally automatic.
It should be credited directly to your energy account.
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When Compensation Applies
Compensation may apply if:
• your smart meter has stopped sending readings
• your supplier cannot communicate with the meter
• the issue has not been fixed within the allowed timeframe
The compensation rules are designed to encourage suppliers to resolve smart meter problems quickly.
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When Compensation May Not Apply
There are situations where compensation may not be paid.
For example:
• the problem is caused by signal issues outside the supplier’s control
• the supplier is waiting for network infrastructure upgrades
• the customer has delayed an engineer appointment
Each situation is assessed individually.
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What You Should Do If Your Smart Meter Stops Working
If you believe your smart meter is not working properly:
1.Contact your energy supplier
2.Report the problem and ask them to investigate
3.Keep a record of the date you reported the issue
4.Allow the supplier time to diagnose and fix the problem
If the issue is not resolved within the required timeframe, you can ask your supplier about compensation eligibility.
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Why Many Smart Meter Issues Require Engineer Visits
Some smart meter problems cannot be fixed remotely.
For example:
• communications hub faults
• poor signal areas
• gas meters dropping off the network
• failed firmware updates
In these cases an engineer may need to attend your property to repair or replace the equipment.
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The Aim of the Compensation Rules
The compensation scheme is designed to ensure customers are not left with non-working smart meters for long periods.
It also encourages energy suppliers to resolve smart meter issues quickly and efficiently.