online account not showing readings

Morning ​@delboy61, I hope you’re well.

Sorry to hear about the issues with the online account. Can I just confirm you’re logging in and clicking on ‘meter readings’?

The above screenshot is from my own online account. If I then click on ‘view reading history’ I can see my readings in a list:

If you could send a screenshot that would be helpful. Please could you confirm: 

• When you click ‘view reading history’ is the page blank, or do you see an error message?
• Are you experiencing the same issue on the app as well?
• Do you have smart meters or traditional meters?
• Has this issue happened recently?
• Have you had a recent meter change?

I look forward to hearing back from you.

same on the app

i have asmart meter

just happened on 4th july 

had smart meter since 2024

Thanks for the screenshot ​@delboy61.

It looks as if your smart meter has dropped out of comms since 03/07/2026. This can happen with smart meters and, a lot of the time, they just regain communication eventually and start sending us reads. However, if the meter has been out of comms for more than 30 days, we’d send an engineer out free of charge to either fix or replace the meter. 

Before sending an engineer out, our Support Team would look to try and fix the issue remotely. Sometimes just pulling an ‘on demand’ read from the meter, or resetting the reading schedule on our side can kick it back into life. My advice here is to contact Support and ask them to try both of these things and, hopefully, the meter will start sending reads again following this. When you speak to them, they’ll probably ask you to carry out a ‘smart meter health check’, which is some simple tests on the meter that you do yourself. You can find more info on this here:

Let us know how you get on with this ​@delboy61. Worst case is that we’ll send an engineer to fix or replace the meter, and this won’t cost you anything.