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Occasionally, there may be situations where your Smart Energy Tracker 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 Tracker

Ideally, your tracker 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.

Your tracker isn't picking up a signal from your smart meter

Your Smart Energy Tracker connects to your smart meters using a wireless signal. If your tracker loses its signal, it could be because it's too far away from your smart electricity meter. Try moving it closer to see if that solves the problem.

Walls, windows and large metal objects can also affect the signal strength so try to make sure there are as few obstructions as possible between your smart meter and tracker.

Your Smart Energy Tracker is frozen or says 'Searching for meters'

You might find your tracker freezes and doesn't update your energy use, or shows a 'Searching for meters' message.

This could mean it's having trouble connecting to your smart meter.

Try leaving your tracker as close as possible to your smart electricity meter for 24 hours. After that, switch the tracker off and on again. This should solve the problem.

Remember your tracker only takes data from your smart gas meter every 30 minutes. If you think it’s not updating, it’s worth leaving it for half an hour to see if it changes.

Your tracker is making a beeping sound

There are a few different reasons your tracker will beep. It might be doing this to let you know the battery is low or it has a weak signal.

If you'd like to turn off these alerts, you can find out how on pages 40 and 41 of the 'Smart Energy Tracker - Full User Guide'. You can find this under 'Related Documents' at the bottom of the page.

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

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

When your smart meter sends information to your Smart Energy Tracker

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

If you're still having problems

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