If your smart meter has a WAN signal problem, your supplier should not just leave you on estimated bills with vague updates. This guide explains what your supplier should do, the timescales that matter, and when compensation may be worth asking about.

What Your Supplier Must Do If Your WAN Signal Fails

If your smart meter has a WAN signal problem, the issue is not just technical — it is also about how your supplier responds once you report it.

A weak or failed WAN connection can stop your supplier receiving readings, leave you on estimated bills, and break smart functions that you should be able to rely on.

That is why it matters what your supplier does after you report the fault.

What the live Ofgem rule actually says

Smart meter operational issues are covered by Ofgem’s newer smart meter Guaranteed Standards.

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

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

Important: this is not the same as saying every WAN problem must be fully fixed within 5 working days. It means the supplier should begin proper investigation and communication, not just leave the case drifting. [oai_citation:1‡Ofgem .pdf](sediment://file_00000000c2b47243b7ec4fc645bcef30)

What a useful supplier response should include

If the supplier is dealing with the issue properly, you would usually expect it to tell you things like:

what it believes may be affecting the WAN side of the system
what checks or diagnostics it has completed so far
whether it thinks the issue is signal, comms hub, commissioning, or supplier-side
what the next step is likely to be

A vague reply like “we’re looking into it” may not be enough if there is no sign of actual assessment or action.

What your supplier may need to do for a WAN fault

Depending on the cause, the supplier may need to do one or more of the following:

Remote diagnostics

The supplier should first check what it can see remotely — for example whether the WAN side looks down, unstable, or inconsistent.

Communications hub replacement or upgrade

If the issue appears to be hub-related, the fix may involve replacing the communications hub or fitting a more suitable type of hub.

Engineer visit to reposition equipment

In some properties, signal improves if equipment is repositioned or a different arrangement is used.

Further communications investigation

If the issue appears to be area signal or communications related rather than a simple equipment failure, the supplier should still investigate the case properly and explain what it is doing next.

How to report the issue clearly

When you contact the supplier, be specific. You could say:

“My smart meter is not sending readings and I believe there may be a WAN signal or communications issue. Please confirm what initial assessment has been completed, what action has been taken so far, and what the next step is.”

It is also sensible to ask for a case, complaint or reference number so you have a record of when the issue was reported.

You do not need to get hung up on the exact label the supplier uses on the call. What matters most is that the issue is clearly reported and recorded.

Could compensation apply?

If your supplier fails to meet one of the live smart meter obligations after you report the problem, compensation may apply in some cases.

For example, if the supplier does not carry out the required early assessment/action process properly within 5 working days, it may be worth asking whether a payment is due under the live Guaranteed Standards. [oai_citation:2‡Ofgem .pdf](sediment://file_00000000c2b47243b7ec4fc645bcef30)

Be careful though: not every long-running WAN issue automatically means compensation is already owed. The key question is whether the supplier has breached a live obligation.

If 5 working days pass without a proper response

If the supplier still has not given you any meaningful sign of assessment or action, put it in writing.

Keep a record of:

the date you first reported the fault
any case or complaint reference numbers
what the supplier actually said it had done
whether your bills have become estimated

That record makes it much easier to challenge the supplier properly.

If the problem drags on

If the WAN issue is still unresolved after weeks of vague replies, repeated failed attempts, or no clear next step, escalate it as a formal complaint in writing.

If it is still not resolved after 8 weeks — or you receive a deadlock letter sooner — you can usually take it to the Energy Ombudsman.