Smart meters have many benefits, but they require a steady connection to the Data Communications Company (DCC).  This is known as the smart meter being commissioned, connected or working in smart mode. If your smart meter loses connection it will functional like a traditional meter, meaning you will need to submit readings.

Smart meters can sometimes lose connection. We’ll always try to get this issue fixed if we can. Before contacting us, you can find more details about the scenarios you may encounter.

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Is my smart meter connected?

You can quickly find this out by checking your online account or looking at your most recent bill for a smart reading. 


Citizens Advice have also produced a great tool to check if your smart meter is operating in smart mode. If you're concerned that your meter might not be working in smart mode, please click here to check.

Even when they lose connection, smart meters continue to record energy usage correctly. A smart meter is only considered faulty when it loses connection and there is no way of getting a reading from the display. Click here to find out more about meter faults.


What about my IHD? 

When your smart meter loses connection, your in-home display (IHD) unit will often also stop working. When the connection is fixed, the IHD will start working again, though sometimes the issues are separate - click here for details on troubleshooting your IHD. 


My smart meter has lost connection - what should I do? 

Don't worry, this can happen. Our teams are working hard in the background to get you connected, though depending on the issue this can take time, sometimes even months. If we need anything from you, including having to book an appointment for someone to come and do further work on your meter, we'll be in touch. 

Please check if you should be on our Priority Services Register and sign up if needed.

We also encourage you to take meter readings once a month from your smart meter and submit these on your online account whilst we work to resolve the issue.


I've noticed a change in the lights on my smart meter, should I worry?

This could be for a number of different reasons, but most likely you may be experiencing a drop in connection. Chances are if this is the case, your IHD will have stopped displaying data too. You can check your connection by looking at the below:


If you are experiencing an error, we ask that you wait 48 hours as many issues tend to be temporary. If it doesn't please take a short but clear video of the meter and comms hub and send it to us via help@so.energy so we can see if anything needs to be done.