Updated on 21/10/20: The guide below is great, AND we’ve made a new guide on meter faults and what to do when you get one. See this here
Analog meters are close to extinction and with this brings the death of some meters (RIP). This topic will cover some scenarios, where a meter is faulty, either fully stopped clocking or is royally on the blink.
Clocking too fast
If you feel you’re using more energy than you expected, It’s possible (but very unlikely) that your meter is clocking your energy use too fast.
It’s very unusual for meters to clock too fast. In fact, over 80% of supposedly faulty meters that are tested are found to be clocking absolutely accurately.
If you’d like us to carry out a Meter Accuracy Test (MAT), we can send an engineer round to do this for you. It will cost £157.00 for a gas meter, and £149.00 for an electricity meter, and we’ll ask you to pay the charge up front.
If a meter accuracy test has determined that a meter is clocking too fast by at least 2.5% or slow by at least 3.5% we will need to complete a faulty meter exchange.
If your meter does turn out to be faulty we’ll refund the cost of the test.
Before you ask us to carry out a MAT, there are a couple of simple tests you can do yourself to see if your meters are overclocking.
Creep test (electricity)
Turn off your power at the fuse box and check if the electricity meter is still clocking consumption. It should have stopped, as no electricity is being used – so if it’s clocking, it probably is faulty. You’d still need to pay upfront for a Meter Accuracy Test to conclusively prove any inaccuracy.
Burns test (gas)
Start by turning off all your gas appliances and heating. Turn on one item, such as a single gas ring, and then watch the meter for a few minutes. For a single gas ring the meter should only clock a few units over the course of five minutes. Make a note of the amount the meter clocks up, and tell us the figures you’ve noted. We’ll be able to judge whether your meter’s working properly or not.
If the tests above show the meter is faulty, please contact our team (details at the bottom of this post).
Once the faulty meter exchange has been completed we will be able to re-bill the customer factoring in the results of the MAT test if the meter was confirmed as fast. We do not recalculate the removal reading if the meter is confirmed as slow. This will normally take a minimum of 3 months using the accurate readings to calculate the consumption, accurately.
Blank Display or Meter Not Clocking
If you’re due to take a reading and you notice your display has gone blank and cannot be read and it cannot be turned back on by pushing buttons, this would indicate a faulty meter. Another common type of meter fault where the meter will stay on the same reading and not register any usage. This job will not be chargeable to the customer.
The meter would need to be removed (contact our team to arrange this, contact info at the end of this post) the removal reading will be recalculated using either reads prior to the fault, new meter consumption, this would depend on how frequently we had readings prior to the fault being reported.
What to do if your electricity meter is leaking
It’s rare, but sometimes electricity meters can leak. If the leaking substance is hot, looks like black tar and has a strange smell, please contact the local network operator.
If there's a hot substance like black tar leaking in or around your electricity meter, and it has a strange smell, you need to phone your local network operator straight away on 105.
If the leaking substance is cold and has no smell, call 105 free of charge to report this or contact your local network operator. Your local network operator owns the cables which run up to your meter where this issue normally occurs, even if they don't supply your electricity, so they'll be responsible for any issues with it.
You can message the team on Facebook, Twitter and our Help centre has online chat!, I’d recommend giving the team a call regarding a faulty meter. You can reach our team on: 0330 303 5063. Our opening hours are 8am-6pm Monday to Friday.