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Nearly four million smart meters across Great Britain are not working properly, government figures show.
While some 2.7 million meters were not operating in smart mode as of June 2023, that figure increased to 3.98 million by the end of last year, according to data from the Department for Energy Security and Net Zero (DESNZ).
Smart meters are considered an important tool to help energy customers manage their use of gas and electricity.
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They work by sending gas and electricity use data in real time to energy suppliers and show customers how much their energy use is costing them.
When they are not connected properly customers instead receive estimated bills, meaning they could be overcharged. Customers are encouraged to send in meter readings to ensure their bills are accurate.
Not-so-smart mode
Trade association Energy UK, which represents suppliers, said “technical problems can prevent some meters from operating in smart mode” and suppliers are obliged to replace them when this happens.
A spokesperson said: “Customers should always contact their supplier if they are experiencing issues – there can be a range of potential fixes so these are best addressed on a case-by-case basis.
“It is of course important that figures correctly represent the current situation and we continue to work with suppliers and other partners in the programme to further improve the customer experience for smart households.”
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‘Vast majority are operating as intended’, non-profit says
Smart Energy GB, a non-profit organisation, said it understood the “frustration” of people whose meters are not working properly.
It said there are now nearly 35 million smart meters in Great…
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