OctoTariffs

Meters and readings

Octopus smart meter not sending readings: what to check

Why a smart meter stops sending readings to Octopus, how to check it, and how to keep your bills and smart tariff on track while it is fixed.

Edited by Rob Gibbs. Published: . Guidance reviewed: .

Methodology · Corrections

Short answer

If your bills show estimated readings, your smart meter is not reaching Octopus. Check the in-home display and the app for recent data, then report it to Octopus. Send manual readings every month until it is fixed, so your bills stay accurate and your smart tariff is not billed on guesses.

Signs the meter has stopped communicating

You are unlikely to notice from the meter itself, which keeps measuring. The signs show up elsewhere:

  • Bills or statements marked “estimated”.
  • Gaps in the half-hourly usage graph in the Octopus app.
  • An in-home display that has gone blank or shows no recent usage.
  • Monthly meter-reading reminder emails starting to arrive.

Common causes

Weak mobile signal at the meter, a communications hub fault, a SMETS1 meter that did not move with you when you switched supplier, and building work or a new meter cupboard door blocking the signal are all common. Many of these need the supplier to act. You cannot fix them yourself.

What to do

Report it to Octopus through your account, and keep things moving in the meantime:

  • Send a manual reading now, then monthly.
  • Take dated photos of the meter display as evidence.
  • If you are on a half-hourly tariff such as Agile, ask Octopus how missing data is being billed for your account.

Questions people ask

Will I be billed wrongly while the meter is offline?

You will be billed on estimates, which are corrected once real readings arrive. Sending manual readings keeps the estimates close to reality.

Can I stay on a smart tariff if my meter is not sending data?

Smart tariffs depend on half-hourly data, so a long outage can affect how you are billed or whether the tariff still applies. Check the current terms with Octopus.

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