As part of your smart meter installation, you may have received a Smart Energy Monitor. It's a handy device that can help you understand and monitor your electricity and gas usage in your home. Here, we answer some issues or questions you might have and show where you can get further help.

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Smart Energy Monitor advice and help

What do I do if my Smart Energy Monitor displays 'out of range'?

If your smart monitor says ‘out of range’, this means the smart monitor isn't receiving a signal or information from your smart meter to monitor your energy usage.

If your monitor loses signal, try moving it closer to your electricity smart meter. Walls, windows and large metal objects can affect the signal strength, so try to make sure there are as few obstructions as possible.

Why does my Smart Energy Monitor display a 'not paired' message?

If your Smart Energy Monitor is showing a ‘not paired’ message, please call us on 0345 071 3991 and we'll get your smart monitor re-paired with your smart meter, so it can monitor your home energy use.

Why is there a price difference between my Smart Energy Monitor and my 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 smart monitor. Don't worry, all the information we use to work out your bill is completely accurate.

Does the Smart Energy Monitor show individual appliance usage?

No. It shows only your total gas and electricity usage. But you can turn appliances on or off around your home and watch how your energy usage changes.

Do you need further help with your Smart Energy Monitor?

Whether it's understanding your Smart Energy Monitor or helping with any issues you may have, we'll be happy to help.

If your Smart Energy Monitor still isn't working as it should, get in touch with us on 0345 071 3991. We're open 8am to 8pm Monday to Friday, and 8am to 2pm on Saturdays.

You can also find lots more information in our Smart Energy Monitor full user guide.

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