A wireless update in 2022 was intended to fix older smart meters that cannot send automatic meter readings after a household switches gas or electricity supplier, according to the Centre for Sustainable Energy. The charity, which reviewed its meter-reading guidance in August 2026, states that some problems may remain despite that update1.
The underlying fault affects only some older devices. Millions of UK homes now have smart meters that send readings to suppliers automatically, but the charity says some older smart meters cannot do so once the household changes supplier1. Where automatic readings do not arrive, suppliers estimate bills based on how much energy they think has been used, which the charity says can mean paying more than needed or not enough, with underpayment more commonly pursued and the amounts sometimes very large1.
"This was supposed to be fixed by a wireless update in 2022, but some problems may remain."
The charity's guidance sets out how a household can read a smart meter directly. On a keypad model, pressing 9 reaches the reading screens; on meters with only A and B buttons, pressing A repeatedly does the same. An electricity reading appears with the word IMP or IMPORT and a number in kWh, while a gas reading shows VOLUME or METER INDEX with a number in M31. An in-home display can also show the figures, though the charity notes there can sometimes be a slight delay, so the numbers may not exactly match the meter1.
For traditional meters, the same page gives the reading conventions. Electricity meters measure kilowatt hours (kWh), and the guidance is to read the first five numbers and ignore any red numbers after the decimal point or comma; the example meter reads 173191. Gas meters measure in cubic metres or cubic feet, with the supplier converting to kWh for billing, and the reading has either four or five numbers, again ignoring red numbers1. Economy 7 meters show two readings, one for on-peak hours (marked normal or day) and one for off-peak (low or night), sometimes on separate screens marked Rate 1 and Rate 2, or R1 and R2; the charity says it is important that the on-peak and off-peak hours are recorded the right way round, and that a supplier can confirm this1.
| Meter type | What to read | Example given |
|---|---|---|
| Electricity, standard | First five numbers, ignore red digits | 17319 |
| Electricity, Economy 7 | Two readings: on-peak and off-peak | Rate 1 and Rate 2 screens |
| Gas | Four or five numbers, ignore red digits | Converted to kWh by supplier |
| Dial meter, electricity | Five dials, start at the left | 05846 |
| Dial meter, gas | Start at the left, check the next dial | 7120 |
| Smart meter, electricity | Screen showing IMP or IMPORT, in kWh | Flashing screen |
| Smart meter, gas | Screen showing VOLUME or METER INDEX, in M3 | Flashing screen |
Why it matters for households
A smart meter that stops sending readings after a supplier switch behaves much like an older meter: the household is billed on estimates rather than actual use. That weakens the main practical benefit of a smart meter, which is accurate billing without manual reads, and it puts the household back in the position of checking and submitting figures itself. The charity's guidance notes that households can contact their supplier and ask it to connect to the meter, which can sometimes be done remotely and may restart the automatic facility, though it says this can be more complicated and may need more than one contact1. For a home's energy independence, the difference is between a meter that reports for itself and one that depends on the household to keep the record straight.
What happens next
No further fix, timetable or programme has been reported beyond the 2022 wireless update and the charity's statement that some problems may remain1. The guidance advises contacting the supplier, sometimes more than once, where automatic readings are not arriving1.