Is Your App Not Showing Usage? We'll Send You a Health Check For Your Meter

  • 20 February 2020
  • 4 replies
Is Your App Not Showing Usage? We'll Send You a Health Check For Your Meter
Userlevel 5

Have you ever experienced your app not showing any gas or electricity usage? It’s probably because we’ve lost connection with your smart meter, so we can’t get your balance updated.


Not to worry, we’re now going to be sending out a ‘Smart Meter Health Check’ when we notice we’ve lost connection to your meters.


All you’ll need to do is answer the questions on the Health Check, and let us know the results. You could send them into us via email at, over social media, via our Facebook or Twitter pages, or call them in on 0330 102 7517.


This will help us understand what’s causing the issue, and we’ll be able to work out what we need to do to get the connection back.


Anyone had this notification? If so, let us know what you think of it in the comments below. Any feedback really helps us!

4 replies

For a while my energy usage has not been deducted from my balance only the daily standing charge.

Userlevel 5

Hey @David88 - I’ve moved your message over here, as this topic should give you all the info you need!

Hi a while ago I was told id be sent a health check for my smart meter. I haven't yet received it. The problem is still that I'm only being charged the daily standing charge. I appreciate that there are delays with the current situation. Many thanks.

Userlevel 3
Badge +1

I’m sorry to hear you haven’t had this yet, @David88, pop the team a message on Facebook, they’ll be able to help with this.