Smart Meter Signal Problems: WAN, HAN and Comms Hub Issues
If your smart meter is not sending readings, your gas meter is not connecting, your in-home display has lost connection, or your communications hub lights look wrong, this page will help you work out what might be happening and what to do next.
Start here if your smart meter has stopped communicating
Smart meters use different types of connection. WAN connects your smart meter system to the wider smart meter network so your supplier can receive readings. HAN connects the devices inside your home, such as your electricity meter, gas meter and in-home display.
What signal problem are you having?
Choose the closest option below and follow the guide.
My smart meter is not sending readings
Your meter may be recording usage, but the readings may not be reaching your supplier.
Read the not sending readings guide →My smart meter has no signal
No signal can be caused by coverage, property type, comms hub position or supplier system issues.
Read the no signal guide →My WAN light is flashing
The WAN light can tell you whether your meter is trying to connect, connected, or in distress.
Check WAN light flashing →My HAN light is solid green
A solid green HAN light can point to a pairing or commissioning issue inside the home network.
Read the HAN light guide →My in-home display has lost connection
Your IHD may lose connection even when the meter itself is still recording energy usage.
Fix display connection issues →My communications hub has failed
If the comms hub fails, your meter may stop sending readings and may need supplier action.
Read the comms hub failure guide →My gas meter is not connecting
Gas meters normally connect through the electricity meter and comms hub using the HAN network.
Read the gas connection guide →I think my area has poor coverage
Some homes and areas are harder for smart meter signals, especially rural or thick-walled properties.
Check coverage problems →I want to know what my supplier must do
If the WAN signal has failed, your supplier should explain the issue and give you a clear plan.
Read supplier obligations →Do not just accept estimated bills forever
If your smart meter is not sending readings, ask your supplier what part of the system has failed. Is it the WAN signal, the HAN connection, the communications hub, the meter commissioning, or their own billing system?
If they cannot explain the problem clearly or give you a proper fix plan, use the complaint letter generator to put the issue in writing.
Not sure what is wrong?
Use one of the free tools below.
1. Smart Meter Health Check
Answer a few simple questions and get pointed to the most likely cause.
Start health check →2. Complaint Letter Generator
Create a plain-English complaint letter if your supplier has not fixed the issue.
Create letter →3. Issue Timeline
Build a simple timeline of what happened, when you reported it, and how long it has taken.
Create an Issue Timeline →Smart meter signal and connectivity guides
Use these guides to narrow down the problem.
Understand WAN, HAN and signal
- How smart meters communicate — WAN vs HAN explained
- Smart meter no signal — what it means and what to do
- How to check if your area has coverage problems
- Smart meter signal problems in old and new homes
- Smart meter fly lead — what it is and why engineers use one
- Why moving a smart meter comms hub can fix a signal problem
WAN problems and readings
HAN, display and gas connection
Why smart meter signal problems are confusing
Smart meter signal problems can be confusing because the fault is not always inside the meter itself. Sometimes the meter is recording usage, but the readings are not reaching your supplier. Sometimes the gas meter or display has lost its home connection. Sometimes the communications hub is in distress or needs replacing.
To narrow it down, ask three questions:
- Is the meter still recording usage?
- Is the issue with WAN, HAN, the display, gas connection or comms hub?
- Is your supplier actually receiving real readings?
Has your smart meter signal problem been going on for weeks?
If your supplier keeps estimating your bills, your smart meter is not sending readings, or you have had repeated contact without a clear fix, you can start building a simple issue timeline.