Your smart meter sends readings through the national smart meter network (DCC). Sometimes it can’t connect straight away, and there are a few common reasons:

• Poor signal in your area – Some locations have limited DCC coverage, especially in rural or remote areas.

• Meter location – If your meter is in a basement, metal cabinet, or thick-walled cupboard, the signal may struggle to get through.

• Distance between equipment – If the communications hub and the gas meter are far apart (common in flats or larger houses), the gas meter may have trouble linking to the electricity meter, which handles the data transfer.

If your meter can’t connect, it will still work like a traditional meter — you’ll just need to provide manual readings. In some cases, due to location or construction of the property, a smart meter will never be able to connect to the network. If this happens, we’ll let you know and explain your options.

We’ll continue to monitor for network improvements and can attempt reconnection in the future if circumstances change.