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Occasionally, there may be situations where your Smart Energy Monitor doesn't work as it should.

Below you'll find solutions to a few issues you might come across.

Where to put your Smart Energy Monitor

Ideally, your monitor should be about two metres from your electricity meter. But make sure you can keep an eye on it easily, to check how much energy you're using.

If your Smart Energy Monitor says 'out of range'

If your monitor says 'out of range', this means the monitor isn't getting information from your smart meter. Try moving it closer to your electricity meter. Walls, windows and large metal objects can affect the signal strength, so try to make sure there are as few obstructions as possible.

If your Smart Energy Monitor says 'not paired'

Please call us on 0345 071 3991 and we'll get your Smart Energy Monitor re-paired with your smart meter.

When your smart meter sends information to your Smart Energy Monitor

Your electricity meter will send information every ten seconds. For gas, it's updated about every 30 minutes.

If the costs on your Smart Energy Monitor are different to your bill

The cost that shows on your Smart Energy Monitor is based on the energy you use, but it's for information only. It doesn't include any additions like VAT or Direct Debit discounts that you may have on your bill. These are done through our billing system so can't be shown on your monitor. Don't worry, all the information we use to work out your bill is completely accurate.

If you're still having problems

If your Smart Energy Monitor still isn't working as it should, get in touch with us on 0345 071 3991. We'll be happy to help.