Frustrated and fobbed-off: why smart meter customer service is falling short

Around 10% of the smart electricity and gas meters in homes in England, Scotland and Wales aren't working as they should, according to government data. On top of that, an unknown number of customers are having problems with their smart meter monitors.

If this sounds familiar, you'll be no stranger to the frustration of having to send your supplier meter readings again, getting estimated bills or being unclear about how much energy you're using. 

With a working smart meter, these should be complaints of the past – but too often energy customers are finding themselves left in the dark.

Our latest investigation found that those having problems with their smart meters or smart meter monitors are often left having to deal with substandard customer service to try to get them fixed.

It's important to note that a smart meter that isn't sending automatic readings should still be operating correctly as a meter – that is, measuring how much energy you're using. You might find that you need to submit manual readings until it's fixed, but it shouldn't stop you from getting accurate bills if you're on a single-rate tariff.  

If you think that your bills are inaccurate even with submitted readings (whether they are smart or manual), you should let your supplier know as soon as possible. 

Read more on: smart meter problems and how to solve them.

Which? Get Answers podcast: how to ensure your smart meter is working properly

Smart meter problems not solved

For our most recent smart meter research, as well as asking customers about the technical smart meter problems that arise, we wanted to investigate what happens next: how do energy companies respond when you report a smart meter problem?

We asked 10,193 members of the Which? Connect panel with smart meters to get in touch if they'd had a problem. Then we surveyed 325 of them who'd had an issue in the past six months and contacted their supplier about it, to ask more about the customer service process.*

More than two fifths said that their problem was ongoing. Just under two fifths said it was resolved. 

But, worryingly, one in 10 told us that their problem wasn't solved and their supplier couldn't fix it.

'The issue has occurred intermittently since my smart meters were installed and customer service seems unable to resolve it.' Octopus Energy customer

Those customers were often waiting weeks or months for their supplier to look into it.

See the best energy suppliers for 2024.

Dissatisfied energy customers

Nearly half of the customers we asked were dissatisfied with how long it took to get an answer to their smart meter query.

More than four in 10 were dissatisfied with how long it took to get in touch with someone who could help.

'There were huge delays in replying to my emails [...] I used a Facebook page to try to get them to reply. I got loads of automatic replies. I was promised a resolution after a delay, but nothing happened. It took at least two months before I finally found someone who identified the problem with my gas smart meter and sorted it out.' Eon Next customer

Customers often complained to us that:

• There was a lack of action by their supplier to fix the problem
• Advisors they spoke to lacked understanding of smart meter issues
• The attitude of advisors was poor
• They were given contradictory advice by different people
• Advisers were limited by a script that they had to follow.

'I felt frustrated because my distinct impression was that those I spoke to had no idea how to fix the problem.' Scottish Power customer

Overall, nearly half were dissatisfied with the overall customer service they received.

How to check if there's a problem with your smart meter or smart meter monitor

Look for these signs that your smart meter isn't working as it should be:

• You get an estimated bill Smart meters send automatic meter readings at least monthly (and as frequently as every half hour if you've agreed to it), so your bills should be based on actual meter readings.
• A reading on your statement, or in your online account, is marked as 'estimated' (or 'E') Smart meter readings should be marked as such.
• Missing smart meter data in your energy supplier's online account or app Many providers show you a breakdown of your usage and spend by day, week and month.

If you spot one of these, it suggests that your smart meter isn't sending automatic meter readings to your energy supplier as it should be.

Here's what to do if your energy supplier isn't getting smart meter readings.

Your smart meter monitor isn't the smart meter itself, but the device you were given to use to see your energy use in real time. Look for these signs that the monitor has a problem:

• The screen goes blank
• It doesn't show data for one or both fuels
• The cost information shown doesn't seem right.

These can be caused by your monitor losing connection with your smart meter, running out of battery or not receiving updates from your supplier about your current tariff.

Read our tips if your smart meter monitor isn't working.

Should I get a smart meter?

We still think the answer is yes. 90% of smart meters are working as they should, and it's important to note that even the ones that aren't sending automatic readings to your provider are more often than not still accurately measuring how much energy is coming into your home. While you may need to submit manual readings until it's fixed, you won't be charged incorrectly for the energy you've used as long as you are submitting readings.

When they're up and running, they're a useful tool and crucial part of the energy transition.

Plus, when installed and used correctly, they can save you, your supplier and the wider energy system money and carbon.

Key benefits include:

• No more meter readings
• More accurate bills
• Easy monitoring of your energy use and spend
• Access to smart tariffs that could save you money.

If you're yet to get one installed, here's what you need to know about smart meters.

Our customer service campaign

Energy companies' customer service problems are much broader than solving smart meter issues.

That's why we launched our Customer Service Counts campaign. Recently we've written to the chief executives of Scottish Power, British Gas and Virgin Media asking them to deliver the customer service you deserve and clearly communicate the steps they're taking to improve.

Find out about our customer service campaign and tell us about your poor customer service experience.

* Online surveys in June 2024 and July 2024, respectively.