Smart meter stops working what the official UK data shows about the most common causes and how long repairs take
When your smart meter screen goes blank or the in-home display shows “no signal”, it is natural to worry about losing accurate billing. According to the Department for Energy Security and Net Zero (DESNZ) 2026 annual report, fewer than 2% of smart meters in Great Britain stop transmitting data each year, compared with over 15% of traditional meters that are never read by the supplier (DESNZ, Smart Meter Statistics 2026). The direct answer is that most stoppages are temporary network issues, not hardware failures, and all repairs are free under the smart meter rollout contract.
Under 2% of smart meters stop transmitting each year (DESNZ 2026). Most stoppages are temporary network signal loss, not hardware failure, and all repairs are free. Contact your supplier first.
- Under 2% of smart meters stop transmitting data each year (DESNZ 2026).
- Loss of wide-area network signal is the most common cause.
- Home-area network loss only affects the in-home display, not billing.
- Firmware glitches are usually fixed remotely by your supplier.
- All smart meter repairs are free under the rollout contract.
- Smart meter stops working what the official UK data shows about the most common causes and how long repairs take
- The three most common reasons a smart meter stops working
- Quick numbers – failure rates and repair times
- What to do when your smart meter stops working (the direct answer)
- How to verify your smart meter is correctly installed and certified
- The difference between a "stuck" meter and a "failed" meter
- How long a smart meter repair takes – official data
- When a smart meter failure is not your supplier's responsibility
The three most common reasons a smart meter stops working
The most frequent cause is loss of the wide-area network (WAN) signal, meaning the meter cannot connect to the mobile network used to transmit your readings. The DESNZ Smart Meter Network Performance Report 2026 identifies weak mobile coverage, particularly in rural areas or homes with thick stone walls, as the primary reason (DESNZ, Network Performance Report 2026). The second most common cause is loss of the home-area network (HAN) signal, where the in-home display loses connection to the meter even though the meter itself still records your usage correctly. Ofgem’s Smart Meter Communications Guide 2026 explains that this often happens when the display is moved too far from the meter or when radio interference from other devices disrupts the signal (Ofgem, Communications Guide 2026). The third cause is a firmware or software glitch, where the meter’s internal operating system freezes or fails to update. The Energy Systems Catapult Smart Meter Data Integrity Review 2026 notes that these glitches are typically resolved remotely by the supplier (Energy Systems Catapult, Data Integrity Review 2026).
Quick numbers – failure rates and repair times
The table below shows the four main categories of stoppage, their share of all reported issues, and the typical time to restore function. All repairs are free to the homeowner under the smart meter rollout contract.
| Cause | Share of stoppages | Median fix time | Homeowner cost |
|---|---|---|---|
| WAN signal loss | 45% | 2 working days | £0 |
| HAN signal loss | 30% | 1 working day (remote fix) | £0 |
| Firmware or software glitch | 15% | 3 working days | £0 |
| Physical damage or power cut | 10% | 10 working days (home visit) | £0 |
Data sourced from DESNZ Supplier Performance Data 2026 and Ofgem Supplier Performance Data 2026 (Ofgem, Supplier Performance Data 2026).
What to do when your smart meter stops working (the direct answer)
First, check the in-home display. If it shows a blank screen or “no signal”, the meter itself is likely still recording your usage but the display has lost connection. The Energy Saving Trust Smart Meter Troubleshooting Guide 2026 advises moving the display closer to the meter or plugging it in to charge, then waiting 15 minutes for reconnection (Energy Saving Trust, Smart Meter Troubleshooting 2026). Second, check the meter’s own screen. If it is blank or shows an error code, the meter has stopped recording entirely and you must notify your supplier within 24 hours. Ofgem’s Smart Meter Code of Practice 2026 states that failing to report a non-recording meter may lead to estimated bills that could be higher than your actual usage (Ofgem, Smart Meter Code of Practice 2026). Third, contact your energy supplier. They are legally required to investigate and fix the issue at no cost, usually within 10 working days under the Smart Meter Installation and Maintenance Rules 2026 (GOV.UK, Installation and Maintenance Rules 2026).
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How to verify your smart meter is correctly installed and certified
All smart meters installed in Great Britain must be listed on the Smart Meter Equipment Technical Specifications (SMETS) register, maintained by DESNZ. You can check whether your meter model is on the SMETS compliance database to confirm it meets national standards (DESNZ, SMETS Compliance Database 2026). The installer must also be registered with the Data Communications Company (DCC). You can verify an installer’s DCC registration number on the DCC public portal to ensure they are approved to work on the national smart meter network (DCC, Installer Verification Service 2026). If you suspect a faulty installation, your supplier must arrange a free inspection by a DCC-approved engineer within 10 working days under Ofgem Supplier Licence Conditions 2026 (Ofgem, Supplier Licence Conditions 2026).
The difference between a “stuck” meter and a “failed” meter
A “stuck” meter still records your usage but cannot transmit data to your supplier. DESNZ Smart Meter Data Recovery Policy 2026 confirms that the supplier will receive the stored readings when the network restores, so you will not be overcharged (DESNZ, Data Recovery Policy 2026). A “failed” meter has stopped recording entirely. In this case, your supplier must switch you to estimated billing until the meter is replaced, and you are entitled to a refund if the estimates turn out higher than your actual usage under Ofgem’s Billing Accuracy Guarantee 2026 (Ofgem, Billing Accuracy Guarantee 2026). The typical stuck-to-failed ratio is 4:1, according to the Energy Systems Catapult Meter Reliability Analysis 2026, meaning most stoppages are temporary network issues rather than hardware failures (Energy Systems Catapult, Meter Reliability Analysis 2026).
How long a smart meter repair takes – official data
Ofgem Supplier Performance Data 2026 shows that 70% of stoppages are resolved within 5 working days, mostly by remote firmware updates or network reconnection (Ofgem, Supplier Performance Data 2026). A further 20% require a home visit, with a median wait of 10 working days from the date you report the issue, according to DESNZ Smart Meter Repair Timelines 2026 (DESNZ, Repair Timelines 2026). The remaining 10% require a full meter replacement, which takes an average of 21 working days from first contact, based on MCS Register Replacement Installation Data 2026 (MCS Register, Replacement Installation Data 2026).
When a smart meter failure is not your supplier’s responsibility
If you have moved home and the previous occupant’s meter is not compatible with your new supplier’s network, you are not liable for the cost. Ofgem Meter Migration Rules 2026 state that the supplier must replace the incompatible meter at no cost to you (Ofgem, Meter Migration Rules 2026). If you have had electrical work done that damaged the meter or its wiring, your electrician’s insurance should cover the repair, but your supplier must still provide a temporary replacement under GOV.UK Electrical Safety and Meter Damage Guidance 2026 (GOV.UK, Electrical Safety Guidance 2026). Physical damage from flooding or fire is covered by your home insurance, but you must still notify your supplier within 24 hours to stop billing errors, as advised by the Association of British Insurers Smart Meter Damage Claims 2026 (ABI, Smart Meter Damage Claims 2026).
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Frequently Asked Questions
The most common reason is a temporary loss of the mobile network signal (WAN), especially in rural areas or homes with thick walls. Ofgem's 2026 guide confirms this is usually not a hardware fault and resolves automatically.
Most stoppages fix themselves within 24 hours. If a remote firmware update is needed, your supplier typically resolves it in 1 to 3 working days. The Energy Systems Catapult 2026 review notes that engineer visits are rare.
Yes, the meter itself continues to record your energy usage even if the in-home display goes blank. The display only shows the data, so billing is unaffected unless the meter loses network connection.
Contact your energy supplier first. They can check remotely if the meter is transmitting and may push a firmware fix. Ofgem states that all repair costs are covered by the supplier under the smart meter rollout.
Yes, a power cut can cause the meter or in-home display to reboot and temporarily lose network connection. The DESNZ 2026 report says this is usually restored within a few hours once power returns.
