MILLIONS rely on smart meters and in-home displays to track their energy usage but the rules around getting them fixed are complex.
Around 3.8million of the 30million smart meters in homes across the UK are operating in dummy mode, according to government data.
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This means that they aren’t as smart as advertised and don’t send energy suppliers’ automatic meter readings as they should.
Millions more have functional smart meters but inoperable in-home displays.
The gadgets were first introduced to homes in 2011 and initially, the government gave a target of having one in every home in the UK by 2020.
But the deadline has since been pushed back to 2025.
The benefits of a smart meter can be seen on your energy bill, which is increasingly important while gas and electricity costs remain high.
Smart meters can save households hundreds every year, as they give people a better visualisation of their energy use.
But having a faulty or dummy device means that you might not be able to take advantage of electric vehicle (EV) and solar energy tariffs which are only offered to those with working smart meters.
This could also mean that households miss out on taking part in the demand flexibility service tests from the National Grid, which pays households back for cutting their usage.
Complaints relating to faulty and inoperative smart meters are also rising, according to the Ombudsman Service.
An industry insider told The Sun that there’s a financial disincentive for suppliers when it comes to replacing dumb smart meters.
The insider said: “If a customer calls up their supplier and explains that their smart meter and in-home displays aren’t working correctly the energy supplier would have to pay around £300 per meter if they were to choose to replace them.
“This means there is a financial disincentive to upgrade these faulty meters.
“But this leaves millions without future-proofed meters and full smart functionality.”
While Ofgem told The Sun that suppliers must follow certain “licence conditions”, which include taking reasonable steps to operate smart meters.
However, the regulator sets little guidance on whether suppliers should bare the cost of replacing dummy smart meters and in-home displays if they’re over 12 months old.
We’ve rounded up each supplier’s policy on replacing faulty and dummy devices and explained how to complain if your device isn’t working as expected.
British Gas
If a British Gas customer reports a fault with their smart meter, the firm will attempt to fix it remotely or via a home visit with one of the company’s engineers.
If the meter cannot be repaired, British Gas will replace it for free.
The supplier will repair any inoperable in-home displays for free within the first 12 months of them being fitted – but only if they were originally installed by British Gas.
And if the device breaks outside of the warranty period, only vulnerable customers will be given a free replacement.
Customers can report a faulty smart meter and or in-home display by using the Live Chat on the British Gas website or by calling 0330 100 0056.
EDF Energy
If an EDF Energy customer reports a fault with their smart meter, the firm said it will “take every action” to fix it remotely.
Meters that can’t be repaired remotely or in person will be replaced by an engineer free of charge.
The supplier will repair any inoperable in-home displays for free within the first 12 months of them being fitted.
If an in-home display stops working outside this period, only selected vulnerable customers can get a free replacement.
All other customers are charged £49.99 to purchase a new in-home display.
EDF customers can report a faulty smart meter and or in-home display by WhatsApping their query to 07480 802 942 or by calling 0333 200 5100.
E.ON Next
If an E.ON Next customer reports a fault with their smart meter, the firm will attempt to fix it remotely or via a home visit with one of the company’s engineers.
If the meter cannot be repaired, E.ON Next will replace it for free.
The supplier will repair any inoperable in-home displays for free within the first 12 months of them being fitted.
But if the device breaks outside of the warranty period, only vulnerable customers will be given a free replacement.
Customers can report a faulty smart meter and or in-home display by emailing hi@eonnext.com or by calling 0808 501 5200.
Octopus Energy
Octopus Energy has said that it will never charge customers for replacing a faulty smart meter and in-home display.
This is the case even beyond the first 12 months after the devices were installed.
If a customer has a faulty meter or in-home display they should report it by emailing hello@octopus.energy or by calling 0808 164 1088.
Ovo Energy
Ovo Energy has said that it will never charge customers for replacing a faulty smart meter and in-home display.
This is the case even beyond the first 12 months after the devices were installed.
However, if you’ve damaged your in-home display, a new one will cost £33 plus any delivery fees.
If a customer has a faulty meter or in-home display they should report it by using the Live Chat on the Ovo Energy website or by calling 0330 303 5063.
Scottish Power
Scottish Power has said that it will never charge customers for replacing a faulty smart meter.
However, it will investigate why in-home displays might not be working and only issue free replacements on a case-by-case basis.
If a customer has a faulty meter or in-home display they should report it by using the Live Chat on the Scottish Power website or by calling 0345 058 0002.
Shell Energy
Shell Energy has said that it will never charge customers for replacing a faulty smart meter and in-home display.
This is the case even beyond the first 12 months after the devices were installed.
If a customer has a faulty meter or in-home display they should report it by using the Live Chat on the Shell Energy website or by calling 0330 094 5800.
So Energy
So Energy said all smart meters that develop a fault are replaced free of charge, regardless of how long they had been installed.
However, So Energy will charge customers for a new meter if a customer request one when no fault is found.
The supplier wouldn’t confirm how much this cost.
The supplier will repair any inoperable in-home displays for free within the first 12 months of them being fitted.
If an in-home display stops working outside this period, or if the device was provided by another supplier before switching, customers will be charged £44.99 for a replacement.
If a customer has a faulty meter or in-home display they should report it by emailing help@so.energy or by calling 0330 111 5050.
Utilita
Utilita has said that it will never charge customers for replacing a faulty smart meter and in-home display.
This is the case even beyond the first 12 months after the devices were installed.
If a customer has a faulty meter or in-home display they should report it by using the Live Chat on the Utilita website or by calling 0345 207 2000.
Should I complain to my energy supplier?
If you’ve reported that your smart meter and/or in-home display is faulty and your supplier is hesitant to fix it – submit a complaint.
Each energy company has their own complaints procedure for customers to follow.
When you make a complaint, make sure you follow this so they have the information they need to resolve the issue.
Simply explain what the problem is and what you want your supplier to do about it.
Check your energy supplier’s website for an explanation of how to launch a complaint.
Energy suppliers have eight weeks to respond and come to a decision.
If it doesn’t or you’re not happy with the response, you can take the firm to the Energy Ombudsman.
How do I take my complaint to the Energy Ombudsman?
The Energy Ombudsman may be able to help if you have a complaint about an energy or communications provider.
Before you can submit your complaint to it, you must have logged a formal complaint with your provider and worked with the firm to resolve it.
You must also have received a so-called deadlock letter, where the provider refers your complaint to the Energy Ombudsman.
You can also complain if you haven’t had a satisfactory solution to your problem within eight weeks.
The Energy Ombudsman then bases its decision on the evidence you and the company submit.
If you choose to accept its decision, your supplier then has 28 days to comply.
If it refuses to, it can be enforced in court.
