A smart meter communicating with an In-Home Display and SSE online account

There’s a lot written about smart meters in the media. Some of it deals with the myths and the actual truth about smart meters. And then some of it focuses on smart meter problems.

A smart meter is a piece of technology, and sometimes technology doesn’t work like it should. You might even be reading this from a digital device that’s caused you a few problems in the past.

So, if you've got an issue with your smart meter, our guide to common smart meter problems is here to help. And if you’re a smart Pay As You Go customer, we’ve got you covered too.

“How do I read my SSE smart meter?”

That’s the great thing about smart meters - you shouldn’t have to take a reading. Your smart meter(s) send them to us automatically.

If you do want to take a manual meter reading, take a look at our guide on how to read your smart meter.

“My In-Home Display is showing a 'Connection error' message – what does this mean?”

This means your In-Home Display has lost connection to the smart meter(s) and needs to be paired again. In other words, the digital signal between your In-Home Display and the smart meter needs to be restored.

Keep reading to see if you can resolve the issue with your In-Home Display.

SMETS1 smart meter

To restore the connection, you’ll need to:

  1. Take your In-Home Display to where your electricity meter is located.
  2. Once you’re close to the meter, hold down the “OK button” until the In-Home Display turns off and then on again.
  3. You should then see the message: “your smart meter is now paired”.

Please note, for your In-Home Display to work it must be kept within 2 metres of the electricity smart meter. Any further than this will result in a lost connection.

SMETS2 smart meter

Unfortunately, you won’t be able to restore the connection yourself. You can contact us or call 0345 071 3991 and someone will be able to help.

Smart phone screens showing the My SSE app

Got an SSE online account?

You’ll get the same insights about your energy usage, just not the real-time reporting. It’s even easier if you’ve downloaded the My SSE app. Unlike the In-Home Display, the app has unlimited range and so you can check your usage on the go.

Apple app Android app

Don’t have an SSE online account? It only takes a couple of minutes to set up. Why not register for an account today?

“Why is my In-Home Display not showing my gas usage?”

If you’re only using a small amount of gas, then the usage won’t show up on an In-Home Display connected to either SMETS1 or SMETS2 smart meters. However, you’ll be able to see this usage if you have an SSE online account.

Don’t have an SSE online account? It only takes a couple of minutes to set up. Why not register for an account today?

“How do I create a target/monthly budget on my In-Home Display?”

Here’s some instructions for SMETS1 and SMETS2 smart meters:

SMETS1 smart meter

  1. From the home page on your Smart Energy Tracker, press “OK”.
  2. Scroll to either “Gas” or “Electricity” and press “OK”.
  3. Scroll to “Your Target” and press “OK”.
  4. Scroll to “Source” and press “OK”.
  5. Use the Up and Down arrows to scroll to “Daily Budget” and press “OK”.
  6. Scroll to “Target” and press OK.
  7. Use the Up and Down arrows to set the desired target.
  8. Press “OK” to set the target.

SMETS2 smart meter

  1. From the home page on your In-Home Display, press the Home button.
  2. Scroll to Settings and press O.
  3. Scroll to Budget and press O.
  4. To set the Electricity budget, scroll to Electricity and press O.
  5. Use the Left and Right arrows to scroll to the desired budget amount and press O to confirm.
  6. To set the Gas budget, scroll to Gas and press the O button.
  7. Use the Left and Right arrows to scroll to the desired budget amount and press O to confirm.

“I have a smart meter – why am I still getting estimated bills?”

There could be two reasons for this:

If your meter reading consent is set to monthly, we’ll only have one month’s worth of data to determine your bill. If it’s set to daily or half hourly, we’ll have more information to work out your bills.

If you need to update your meter reading consent you can do this by contacting us or calling 0345 071 3991.

2. Your smart meter is not communicating

Your smart meter has stopped sending meter readings automatically as it should. It has become a “non-communicating” smart meter. This fault would need to be investigated by our smart faults team. You can contact us or call 0345 071 3991 and someone will be able to help.

“I’ve just had my smart meter installed and now my gas central heating/hot water/gas appliances/electrics aren’t working”

If you’re experiencing a problem following a smart meter installation, we’ll do our best to help resolve it.

Gas central heating not working?

If your heating and/or hot water aren’t working 48 hours after your smart meter installation, please call SSE Home Services on 0345 076 7646.

Gas appliance(s) not working?

It might be that the SSE engineer has had to cap the appliance for safety reasons. You’ll need to arrange for a Gas Safe registered engineer to assess the appliance and uncap it. If a report shows that the fault is a direct result of the smart meter installation then please contact us and we’ll help resolve this.

Electrics not working?

If electrics like lights or appliances aren’t working 48 hours after your smart meter installation, please try to switch all trip switches at the property off and on again. If this doesn’t resolve the problem, you’ll need to contact an electrician for lighting or plug socket issues and an appliance engineer for any faulty appliances.

If the electrician provides a report stating that the fault is a direct result of the meter installation, then please contact us and we’ll help resolve this.

“The graphs on my SSE online account aren’t showing my usage”

This could happen if the meter consent wasn’t set-up when the smart meter appointment was booked. You’ll need to contact us to confirm your meter consent.

This could also be a result of a non-communicating smart meter. Your smart meter uses something called a wide area network (WAN) to send data like your meter readings to us. It’s the same network that your smart phone uses. If it’s not working, then your smart meter won’t send readings and your online account will have no data to display. In this case you’ll need to contact us so we can investigate and resolve the fault.

Lastly, it could be an online fault. Your meter consent is set-up and your smart meter is working. Your smart online graphs aren’t. If this is the case, we’ll need to investigate and resolve the fault. Please contact us to discuss.

Smart phone screens showing the SSE Top-Up app

“How do I top up my smart Pay As You Go meter?”

There are a few ways you can do this. We’ve got a detailed guide covering all top-up options. This includes topping up through the meter, using your In-Home Display or topping up at a Post Office branch or PayPoint outlet. But there’s an even better and easier option.

Get our SSE Top-Up app

If you haven’t already, you can download our app. It's free to register and simple to use. Top up anytime, anywhere straight from your smart phone.

Securely save your payment details to your account and you'll be able to top up your smart Pay As You Go meter in seconds. No more worrying about lost top-up cards.

Apple app Android app

“How do I activate emergency credit on my smart Pay As You Go meter?”

“I've run out of credit – how do I re-enable my supply?”

Once you have credit on the meter again, you’ll need to re-enable your gas and/or electricity from the meter(s).

How to re-enable your supply on your electric smart meter

  1. Once you’ve topped up, you’ll see a screen with the following message: “Please press Buttons A&B to reconnect”.
  2. Press and hold the A and B buttons.
  3. Once the supply has been re-enabled, you’ll be returned to the main menu screen.

How to re-enable your supply on your gas smart meter

  1. Once you’ve topped up, you’ll see a “Push to reconnect” screen.
  2. Check all gas appliances are switched off.
  3. Press any button on the meter to re-enable the supply.
  4. Once the supply has been re-enabled, you’ll be returned to the main menu screen.

Still need to upgrade to a smart meter?

What you need to know

Smart meters send us readings automatically

We rely on a mobile phone or wireless signal to get your smart meter readings. If these fail, you'll either need to take your own reading and send it to us, or your bills will be estimated.