Help with your Smart meter and energy display
Something not quite right with your Smart meter or energy display? Let us guide you through some common problems.
Once your problem’s sorted we can help you get the most out of your Smart energy display (SED) too.
Your Smart energy display (SED)
Your Smart energy display (SED) can be easily moved around, isn't fixed to a wall, and displays your energy usage in pounds and pence. Your Smart meter is larger and is usually fixed to the wall.
We can help you if you have an npower Smart energy display which looks like one of the devices shown. Otherwise you may be able to find support for non-npower devices at National Energy Action (NEA) or by calling your installing supplier.
For general help regarding SEDs, download thefrom Smart Energy GB.
Consumer Access Devices
You can now also buy Smart energy displays from retailers that provide the same information but may look slightly different. These are known as a Consumer Access Device (CAD). In most cases the manufacturer will provide instructions on how to connect your CAD to your Smart meter. If you have purchased a CAD and have been unable to connect this, please contact us.
Some quick checks for your Smart meter and energy display
Our handy checks might help – but only if your Smart meter was installed more than 10 days ago as it takes a little while for the energy display to be updated with your details.
Make sure your energy display is plugged into a permanent source of supply.
Check the location of your energy display – it should ideally be within 5 meters of your Smart meter. If you have moved the energy display, try moving it back to place it was left by the installer.
Restart your energy display by pressing and holding the power button.
Did you know if you have several smart devices turned on at the same time, or you have a metal object in front of your meter, then this could interfere with the connection between your Smart meter and your Smart energy display?
If your energy display is displaying the incorrect time, or a message that has been displayed for more than 48 hours, please contact us and we will investigate the issue for you.
If your Smart meter has the letters ‘A’ and/or ‘F’ displayed on the left hand side of the meter screen, please contact us so we can arrange for a site engineer to visit.
Does my Smart energy display have to be plugged in?
My Smart energy display says ‘connection lost’, ‘awaiting data’ or ‘incorrect tariff’ what should I do?
This could be because the SED has been moved.
Try moving it back to its original position or as close as you can to the electricity meter and then switch it off and back on again. If the message doesn’t change within 48 hours, please contact us and we can investigate the issue.
My Smart energy display has gone blank and isn’t showing any data even though it’s plugged in.
If it is, try switching your SED off, then back on and see if this reconnects the SED back to the meter.
If it has been moved since installation, place it back in the original position or as close as possible to the electricity meter and see if this reconnects the SED back to the meter.
If you’ve already tried to turn your device off and on again and moved it closer to the meter and there’s no change, please contact us.
What do I do if I think my energy usage isn’t accurate?
The tariff on my Smart energy display isn't correct.
Can't find your answer online?
To get you to the right person faster, please have your account number handy when you contact us.