Smart Meter Not Sending Readings (UK Guide & Fixes)

If your smart meter is not sending readings to your supplier, your bills may be estimated or incorrect.

This is a common issue across the UK. Many customers assume their smart meter is working because it is installed, but behind the scenes the readings are not reaching the supplier properly.

This guide explains what’s happening and what you should do next.

What’s actually happening?

A smart meter relies on a communications hub to send your readings to your energy supplier using the WAN (Wide Area Network).

If that connection fails or becomes unreliable, your supplier will stop receiving readings — even though your meter may still appear to be working inside your home.

What you might notice

Your bills say “estimated” instead of actual readings
Your usage on your display does not match your bill
Your bills suddenly increase or drop without explanation
Your gas readings are missing but electric is fine
Your supplier asks you to provide manual readings

What should you check first?

Check your latest bill — does it say estimated?
Check your In-Home Display — is it showing both gas and electric?
Check if only one fuel (gas or electric) is affected
Think about when the issue started (after install, supplier change, or recently)
Take a manual reading if possible

Providing a manual reading can help correct your bill temporarily while the issue is being investigated.

Common causes of smart meters not sending readings

Weak or failed WAN signal
Comms hub fault or failure
Gas meter not connected to the system properly
Smart meter not fully commissioned during installation
Supplier system not receiving or using readings correctly

In many homes, electric readings may still work while gas does not — which can make the problem harder to spot.

When do you need an engineer?

You may need a visit if:

Your meter has not sent readings for a long time
Your supplier confirms they are not receiving data
Your gas readings have never worked
The issue started after installation and never resolved

Some issues can only be fixed by reconnecting or replacing parts of the system.

What’s happening behind the scenes

The comms hub is not connecting to the WAN network
The meter is not sending data to the hub properly
The gas meter is not paired correctly with the electric meter
The supplier system is not pulling readings correctly

This is why your smart meter can look like it is working — but your supplier still receives no data.

What the engineer (squad) would check

WAN signal strength and comms hub status
Whether the meter is communicating correctly
If the gas meter is connected via the HAN network
Installation and commissioning status
Whether the issue is meter-side or supplier-side

What usually fixes it

Recommissioning the smart meter system
Replacing or upgrading the comms hub
Reconnecting the gas meter
Fixing WAN signal issues
Supplier correcting data flow once communication is restored

Could you be owed compensation?

If your smart meter has not been working properly and the issue has not been resolved within a reasonable timeframe, it is worth asking your supplier about compensation.

Many customers are not told unless they ask directly.

Still not sending readings?

If your smart meter is not sending readings, it usually points to a communication issue rather than something you have done wrong.

👉 Back to Smart Meter Problems Guide