Urgent signs your smart meter is overcharging you as millions of Brits 'suffer'

04 December 2023 , 10:27

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Millions of smart meters aren't working properly - here's how to make sure yours is (Image: Getty Images/iStockphoto)

As energy bills continue to soar - many of us are watching our spend carefully.

Smart meters are a great way to track exactly how much energy you're using - but when happens when technology fails us? According to stats from the Department for Energy Security and Net Zero (DESNZ), a whopping 2.7 million smart meters in Britain aren't working properly.

The government body said the vast majority of meters were 'modernising energy for millions' - as it aims for 100 percent smart coverage in GB by the end of 2025. However, it recognised a 'small proportion are suffering from technical issues'

"We are working with Ofgem, energy suppliers and data experts to solve these issues," the DESNZ added. But for many, this has already caused chaos.

Paula McCracken is a 48-year-old living in East Yorkshire. Talking to the BBC, she said that her smart meter had never worked as it should. Despite taking regular manual readings as advised, McMcracken was still overcharged and had more than £900 taken out of her account on two occasions, without warning.

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"I went to buy some food shopping and my card was declined and I was like 'what on earth's going on?' I just broke down into tears," she told the publication. "If I had no family and friends around me to lend me a bit of money for shopping and things, I would have been completely penniless with two children for a week."

McCracken said she was refunded by EDF Energy both times, but not immediately, which mentally took her into the 'darkest of places'. EDF Energy said it was sorry to hear about the problems , accepting it 'fell short in finding a solution'.

Citizens Advice has plenty of tips to help people who think their smart meters - as well as traditional meters - aren't working properly. If you're renting and your landlord pays the energy bills, you should contact them as soon as you think there is an issue with your meter, as they are responsible for contacting the energy supplier and sorting out the issue.

Signs your energy meter is faulty include:

You've received an unexpected bill
You're paying more than usual
Your meter is showing an error message

"If the screen is blank or showing a message such as 'error', 'call help' or 'battery', there's probably a fault with the meter," the organisation states. "Tell your supplier straight away or you could be left with no energy.

"If your electricity or gas has already stopped, your supplier has to send someone to repair or replace the meter. They have to arrive at your home within three hours - or within four hours on a weekend or bank holiday."

Even if your power supply is still working, your supplier still has to take 'appropriate action' within three hours - or four hours on a weekend or bank holiday.

Citizens Advice says failure to act within this time frame means the supplier has to pay £30 in compensation within 10 working days. If they don't pay you on time they also have to pay an extra £30 for the delay.

It's important your smart meter is working in smart mode. This means it will automatically send reads to your supplier, so you don't have to manually upload them. Follow this simple guide to make sure your smart meter is working in smart mode.

If you're struggling to pay your gas or electricity, Citizens Advice recommends contacting your supplier to discuss payment options - as they are obliged to help you find a solution. Extra financial help is also available for those who need it. You can find out if you're eligible here.