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Smart meter not sending readings: what to do

When a smart meter stops sending readings, the main risk is not the meter technology itself — it is that the supplier goes back to estimates, then later catches up with a large actual bill. The fix is to control the evidence trail while the technical issue is being resolved.

Reviewed: 26 March 2026Focus: UK household energy billingType: Information, not legal advice
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The safest workflow while it is broken

  1. Send regular manual readings.
  2. Store the submission confirmation each time.
  3. Check each new statement to see whether it says actual or estimated.
  4. If you keep getting estimates, ask the supplier to rebill after enough actual reads are on file.

This protects you from the most common bad outcome: a long stretch of low or random estimates followed by a painful correction.

Related guides

Smart meters hubEstimated bill too highWrong meter readingClock-change overcharging guideBill dispute guideFaulty meter guide

What to ask the supplier

  • Is the meter currently operating in smart mode?
  • Do you have a communications fault open on the account?
  • What readings were used on the latest bill?
  • When will you correct the estimated bills once the issue is fixed?
If the supplier acknowledges the smart-meter problem but keeps billing on estimates without a plan to correct them, keep that written response. It matters later if the balance grows.

When to escalate

Escalate when the supplier ignores manual readings, keeps re-estimating after you have provided real reads, or cannot explain how it will correct the account once the fault is resolved.

For some smart-meter failures there may also be compensation rules or service commitments worth checking through Citizens Advice.

Official and reference sources

Frequently asked questions

Can I rely on manual readings while the smart meter is broken?

Yes. In a dispute, manual reads with confirmations are often your best protection.

Does a smart meter not sending readings always cause a high bill?

Not immediately. Often it causes inaccurate estimates first, then a later catch-up bill when actual readings arrive.

What if my online account says smart but my bill is still estimated?

Use the bill itself as the source of truth and challenge the supplier with the bill wording plus your manual readings.