MILLIONS of households are stuck with “dumb” smart meters that could be costing extra on energy bills.
Around 3.13million homes have faulty devices, up from 3.06million in March, official figures reveal.
A dumb smart meter could mean you’re being overcharged for your energy use Credit: PA
If you think your smart meter is faulty be sure to check with your supplier Credit: PA
These smart meters are stuck in “dumb mode”, which means they cannot send automatic readings to energy providers.
And despite a government target for all homes to have a smart meter by 2030, more smart meters are being replaced than newly installed, according to the data.
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Replacements accounted for 53% of installations between March and June 2026, up from 30% earlier this year.
Consumer expert Martyn James, said: “After nearly a decade of smart metering, it’s an absolute scandal that millions are still not working.“Incorrect bills are the number one source of complaint for people – and often are fobbed off by firms who claim their meter is reading correctly when it isn’t.
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“The rise in dumb meters hits as energy bills soar once more. So millions of people have no idea what their usage actually is.”
Earlier this week, Ofgem revealed that energy bills are set to rise by 4% from October 1, adding an average of £60 a year to bills.
Is your smart meter faulty?
If you think your smart meter is not working then check your latest statement from your energy provider or use its app.
A smart meter reading should be marked as “smart” or with an “s”.
If there is an “e” or “estimated” that shows your supplier has not had a reading from your smart meter.
If you think your smart meter is not connected then get in touch with your energy supplier.
You will need to manually submit monthly gas and electricity meter readings in the meantime to make sure you get accurate bills.
Can you get compensation?
Yes, you should ask if it’s been more than 90 days.
In February, Ofgem brought in new rules to give customers automatic £40 compensation payments if they have to wait for more than six weeks for a new smart meter installation appointment or if there’s a problem with it and the supplier does not provide a written resolution to fix it within five working days.
And in March, the government introduced new rules which means that suppliers must fix broken smart meters within 90 days or it could face fines or legal action.
However, you do not currently get automatic compensation if a dumb meter hasn’t been fixed in 90 days.
But later this year, Ofgem hopes to extend the automatic compensation to dumb meters which are not fixed within the time frame.
An Ofgem spokesperson said: “We expect energy companies to treat their customers fairly, provide a good service, and swiftly address complaints or concerns raised by their customers.
“Customers who are dissatisfied with the service they’ve received should first raise their concerns with their supplier. If the issue remains unresolved or they are unsatisfied with the outcome, they should escalate their complaint to the Energy Ombudsman.”
How to complain about your faulty smart meter
First you need to complain to your energy supplier and follow their complaints procedure.
Your supplier should investigate the issue and come back with a plan within five working days of you reporting the issue.
If it doesn’t, then you could be entitled to £40 compensation.
If after eight weeks there’s still an issue then can take the complaint to the Energy Ombudsman for free.
The Ombudsman can investigate, order action to put things right and ask them to pay compensation.
