Why isn’t my gas smart meter connecting?

Sorry to hear you’re having trouble with this. There are a couple of reasons why your gas meter connection can get interrupted. Luckily, there are some quick things you can try yourself before getting in touch with us.

• Check the screen. If the screen is blank, it may just be asleep. Try pressing any button to wake it up. If nothing happens, it’s possible there may have been a power cut, and the meter should turn back on by itself once power is fully restored.

• Wait for the signal to strengthen. Smart meters use a signal in the same way as your mobile phone. If you live in an area with poor signal, or if the meter is in a hard-to-reach spot, it may struggle to send information. Give it a chance to find its way back to connection, which can take up to 7 days.

• Try to avoid having metal objects and large appliances in between your gas and electricity meters. The meters need to 'talk' to each other, and if they’re too far apart, the connection can get interrupted. A good guide is to keep them no more than 8 metres apart.

Once you’ve tried these things, hopefully your gas smart meter is back connected. If you’re still having trouble, get in touch with us and we’ll take a look into it.