Smart Meter Problems After Switching Supplier

Smart Meter Switching Problems: Lost Smart Functions, Estimated Bills and Wrong Tariffs

Switched energy supplier and your smart meter stopped working? If your meter stopped sending readings, lost smart functions, gave you estimated bills or your new tariff is not working properly, this page will help you work out what might be happening and what to do next.

Simple rule: if the switch completed but your new supplier is not getting readings, your bills become estimated, your smart tariff stops behaving properly or your display no longer makes sense, the meter itself may not be broken. In many cases, the handover, commissioning, supplier setup or communications path after the switch is what has failed.

My smart meter stopped working after switching

The meter was working before. Then you changed supplier and the readings stopped flowing, the IHD went blank or the supplier started estimating bills.

My bills are estimated after switching

If your new supplier is billing you on estimates even though you have a smart meter, there is a good chance the meter has not been properly set up on the new supplier’s side.

The supplier says it is a signal problem

Sometimes the supplier blames signal when the real issue is that the meter has not been properly recommissioned or the communications side has not been re-established cleanly.

I have an older SMETS1 meter

Older first-generation smart meters were well known for losing smart functions after switching. Many have now been migrated, but some customers still run into problems.

My tariff looks wrong after switching

If your new supplier applied the wrong tariff, failed to apply your agreed tariff, or your time-of-use setup stopped working properly after the switch, that is a supplier issue that needs raising clearly and in writing.

My final bill or credit balance is wrong

Sometimes the handover goes wrong financially instead. Final bills look wrong, readings do not line up, or credit is not returned when it should be.

Do not just accept estimated bills forever

If your smart meter is not sending readings after a switch, ask your supplier what part of the system has failed. Is it the commissioning, the communications path, the WAN/HAN side, the tariff setup, or their own billing system?

If they cannot explain the problem clearly or give you a proper next step, use the complaint letter generator to put the issue in writing.

What your new supplier must do when you report the problem

From 23 February 2026, Ofgem’s new smart meter Guaranteed Standards started applying to suppliers.

If you report a smart meter problem, your supplier should:

1. carry out an initial assessment
2. take action that helps identify the issue
3. offer written confirmation of what it found and what it did
4. do this within 5 working days

This is important: the 5 working day rule is about proper early action and assessment. It does not mean the supplier must fully fix every switching problem within 5 working days.

A weak reply to watch for is: “Thanks for contacting us. We’ve logged your issue and will be in touch.” That on its own may not be enough if there is no sign of a real assessment or action.

What compensation might apply?

If your supplier breaches one of the live smart meter Guaranteed Standards, you may be owed £40 automatic compensation.

Examples may include:

• failing to offer a first-time installation appointment within the required time
• a failed installation caused by something within the supplier’s control
• failing to carry out the required early assessment/action process after you formally report a smart meter problem

Be careful though: not every switching issue automatically triggers compensation just because it is frustrating or has lasted a while.

Also, the proposed future rule for meters stuck out of smart mode for more than 90 days, often referred to as GSOP 4, is not live yet.

Not sure what is actually causing the problem?

Some switching problems are really commissioning problems. Some are signal problems. Some are billing problems. Some are tariff setup problems.

Has your switching problem been dragging 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, start building a simple issue timeline.