British Gas smart meter customers who are trying to use the company's app to keep on top of their bills have been unable to track their usage for more than two months now.
The energy giant has admitted that a "glitch" has meant millions of people have been unable to check their usage on the platforms, although the company's smart meters are still working as normal.
Although the app has not recorded usage since 16 February, British Gas said they are still receiving correct meter readings and bills should not be impacted. It comes as thousands of customers were moved to British Gas from smaller energy firms that went bust.
Read more: Find out what help is available pay your fuel bills
Although in this case, the problem lies with the app and not the actual smart meter, the devices are never far from the headlines, as families increasingly turn to technology to help them keep track of their energy spending.
Energy billing has come a long way since quarterly bills were paid at the British Gas or NEEB (North Eastern Electricity Board, for those too young to remember) showroom, with most families now choosing to pay by direct debit monthly to spread the cost of the bills throughout the year.
The smart meter roll-out started in 2016, and there was a pledge in the Conservative Party's 2017 election manifesto that every household and business would be offered a smart meter by the end of 2020, but this was extended to 2025 during the Covid-19 pandemic. The devices have been a bone of contention since their introduction with many customers distrustful of the new method of calculating energy bills. The first generation of meters also ran into technical problems, and stopped working if a customer changed supplier.
The controversy hasn't been helped by the number of myths surrounding the technology. Here we take a closer look at the role of smart meters and lay to rest some of the claims surrounding them.
What is a smart meter?
Smart meters replace your existing meters and monitor your actual energy use and send it to your provider automatically. You get separate gas and electricity smart meters, both of which send your energy data to your supplier via a wireless network. Smart meters also come with an in-home display so you can see how much energy you’re using at any given time and how much it’s costing you.
Can I get one fitted?
Every household in Britain will be offered a smart meter by 2025. Gas and electricity suppliers are responsible for providing and fitting smart meters at no extra cost. If your supplier has not already contacted you, your first step should be to contact them. If you have different supplier for electricity and gas, contact your electricity supplier first
Can I refuse to have one fitted?
Yes. It’s completely up to you as to whether you get a smart meter installed. A smart meter isn’t compulsory and if your supplier tells you otherwise, contact the Citizens Advice consumer helpline.
Does it cost to have a smart meter installed?
No. The smart meter installation is free. An engineer will visit your home to take out your traditional meters and replace them with new smart meters, and you won’t have to pay. It costs around £1-2 to run your in-home display for a year.
Can I have one if I am on a prepayment meter?
Yes. With a smart prepayment meter it can be easier to view and manage your energy usage. Your display will alert you when your credit is running low, and you can usually top-up online or via your energy company's app, so you don't need to take your card or key to a shop or post office when you run out.
What data is the smart meter collecting about me?
The data a smart meter captures is protected by law. It will only collect information about your gas and electricity usage and the energy tariff you’re on. A smart meter doesn’t collect personally identifiable information such as your name, address or any financial details such as your bank account information.
Will a smart meter save me money?
Although the smart meter will not save you money by itself, it should mean you’re aware of how much energy you’re using so you can try to be more efficient. The in-home display shows you clearly your energy costs in real-time, so you can make changes to your habits that will reduce your energy usage and cut your bills. According to Smart Energy GB, 86% of people with a smart meter have said that they have changed how they do things around the house to use less energy.
I have had a smart meter installed and my direct debit payments have increased
The key difference between smart and traditional meters is that your energy usage will no longer be estimated. This might mean your direct debits will increase if your energy supplier has been under-estimating how much energy your household uses. If you hadn't provided regular reading previously then your bills may have been under-estimated and therefore appear to increase after a smart meter is installed.
Can I get a smart meter if my landlord doesn’t want it?
If you pay the bills and hold the energy account, it’s up to you if you get a smart meter and not your landlord. But you’ll need to check your tenancy agreement in case there’s a restriction on the type of meter you can have installed. If there is a clause on what type of meter you can have or your landlord pays your bills, you’ll need to ask them if you can have a smart meter put in.
What should I do with your in-home display when I move house?
Leave it there for the next tenants/owners to use, don't throw it in the bin.
Are smart meters a health risk?
Smart meters use radio waves or a mobile signal to send meter readings to your energy supplier, on a par with baby monitors and mobile devices. Public Health England consider this to be well within the allowed guidelines for wireless transmission devices and is much lower than that from other everyday devices such as mobile phones and Wi-Fi equipment.
Can my smart meter be hacked?
Your smart meter is one of the most secure pieces of technology in your home and the data it hold is incredibly simple compared to things like your mobile phone or your email account. This means that even if someone could gain access to your smart meter, there's very little they could actually do with it. Dr Ian Levy, Chief Technical director of National Cyber Security Centre, said: ''The system operates on a national scale and has been designed as a secure end-to-end system, not just a collection of meters, energy suppliers and other components that have evolved individually.'
Can a smart meter spy on you?
No - a smart meter can't spy on you any more than a traditional meter could. It doesn't have the capacity to see or hear, it can only measure the amount of energy you use.
Do I need an internet connection to get a smart meter?
No. You don't need wi-fi or an internet connection to get a smart meter. Smart meters send readings to suppliers via a dedicated smart network.
Can I switch suppliers with my smart meter?
Yes. Since early 2019, suppliers have been encouraged to install second generation smart meters (SMETS2). These will stay smart even if you switch supplier. The first generation of smart meters (SMETS1) stopped sending automatic readings when you switched suppliers.
Can my supplier switch off my energy whenever they want?
No. Smart meters can receive information from suppliers as well as send it to them, but that doesn’t mean your supplier can disconnect your energy supply more easily. You are still protected by the same strict regulations in place for standard meters.
