Best answer by Eva_OVO
Updated on 23/11/20: See the info below for what to do with a meter not clocking your usage. For other meter faults, see this topic.
It sounds like the meter is faulty - just to be sure I would recommend doing the kettle test during your off peak hours. Stick the kettle on, go and have a look at your meter to see if the reading goes up. If you have a ‘Secure Liberty’ smart meter, press 9 for single rate, or 6 for two rate readings. If it’s an Aclara or other SMETS21 smart meter, see this guide on hw to read it manually.
If the meter doesn't clock any usage, you'll need to contact our Customer Care team to arrange a meter exchange, here. The earliest they'll be able to arrange an appointment for will be 17 working days.
For the time being we'll need to estimate the readings and the final readings (more info on how we do this here), but these can be updated as soon as we've got readings from your new meter.
Switching suppliers won't affect your peak/off peak times! :)
Let us know how you get on with this.