Updated on 17/12/24 by Emmanuelle_OVO:
Not found the answer you need? This topic might be helpful:
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.
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.
Contact us
Our Support team’s web messaging and WhatsApp opening hours will be:
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8am - 6pm Monday to Friday
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9am - 2pm on Saturdays
Our Support team can be contacted by phone on 0330 303 5063 between:
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9am to 5pm Monday to Friday.
You can see all open contact channels via our Help Centre.
If you need to contact the team on a Sunday, our Social team is able to support you. Send us a message on Facebook or Twitter from 9am - 5pm. This team is also able to schedule an emergency meter appointment if needed. More info on what to do in an emergency here.
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