Problems with my meter
In this article, you will find information about problems with your meter.
- The meter looks faulty
- The meter is showing an error message
- Is my meter cubic or metric?
- How to check what type of meter you have?
- Who do I contact for help?
What do I do if I am physically unable to read my meter?
If you’re unable to take readings due to restrictions/disabilities (such as being visually impaired) you’re an older person, have a disability, or for some other similar reason, just contact your supplier. Let them know that you need someone to read your meter and they will add you to their Priority Services Register (PSR). Once on their PSR, they will arrange for a meter reading to come to your property regularly to read your meters for you.
For more information on the PSR, check out OFGEM's article Getting Extra Help- Priority Service Register
The meter looks faulty
It's quite rare to have a faulty meter however, there could be a problem with your meter if:
- you're paying a lot more than usual
- your prepayment meter is showing an error message
Your supplier is responsible for making sure your meter works properly, if you think there is a problem with your meter please contact your supplier directly for support.
If the meter is leaking anything or appears dangerous, contact your supplier for guidance and they will also be able to provide you with emergency contact details for organisations that can help (some of these are region-specific). If it can't be fixed, they will also arrange for a new one to be installed.
The meter is showing an error message
If your meter is showing an error message and you can't take a meter reading, check your supplier website support pages for "error message guidance" and if necessary, contact your supplier and let them know as soon as possible.
Tip: sometimes putting the error message and meter type into google can show useful information from sources beyond just your supplier.
Is my gas meter cubic or metric?- How to check
Imperial meter
If it is an old imperial meter, measuring gas in cubic feet, it will probably have the words 'cubic feet', or the letters 'Ft' shown somewhere on the front.
Metric meter
If it is a newer metric meter, it will probably say it measures gas in 'cubic meters', or will have the letter 'M' on the front.
Who do I contact for help?
Who do I contact for help if there's a problem with my meters?
It's best to contact your supplier if you are not able to solve the problem, your supplier can support you by sending one of the members of the team to check your meters or help you troubleshoot.
If you are not able to take and submit your meter readings due to restrictions/disabilities (such as being visually impaired) please contact your supplier as they are maybe able to support you by offering extra support from their Priority Service. Please check the Support Centre on the supplier's website for more information.
It's very easy to contact your supplier. You can send the supplier an email by going directly through your Switchd dashboard and selecting the "Contact Supplier" function from the sidebar on the left. Alternatively, you can call the supplier or speak to them via live chat if they have this function available on their website.
Who do I contact for help if I'm not able to submit my meter readings?
If you are having trouble submitting your meter readings or you see an on your Switchd dashboard, please contact us and we will be happy to help you. You can email us or give us a call.
