Smart meters frequently asked questions

ScottishPower will be in touch with you in plenty of time to arrange the installation of your smart meters. In the meantime please view the frequently asked questions about smart meters:

Smart meter

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FAQs

    Getting a Smart Meter

  1. I want a smart meter installed, how do I get one?
  2. I have an appointment to have a Smart Meter installed and I need to change it.
  3. I’ve been told I can’t get a smart meter at the moment, why is that?
  4. In-Home Display (IHD)

  5. Why does my bill not match my In-Home Display (IHD)?
  6. I have just had my smart meter installed and have not been left with any instructions for my IHD (In-home display)
  7. Where should I keep the in-home display (IHD)?
  8. How long will the charge last on my IHD if I leave it unplugged?
  9. Why is my IHD (In-Home Display) blank or displaying dashes where the data should be?
  10. If my IHD loses charge will my consumption history still have been recorded?
  11. I have a smart meter and I have changed my tariff online but this has not updated on my IHD (In-Home Display).
  12. My IHD (In-Home Display) is showing that I have used significantly more energy today than on other days, is this correct?
  13. Health, Security and Cost

  14. How safe is a smart meter?
  15. Is my smart meter data secure?
  16. Will I be charged for a smart meter?
  17. Will I be charged for a smart metering fault resolution?
  18. Customer Service

  19. I have a smart meter but have just received an email to provide meter readings, why is this?
  20. I have a smart meter but a meter reader has come to take reading, why is this?
  21. What do I do if I am moving house after the smart meters are installed?
  22. I have had a SMART meter fitted, why have I received an estimated bill?
  23. General

  24. I already have an energy monitor – is a smart meter the same?
  25. Do I need to have an internet connection for the smart meter to work?
  26. Do I need to have a smart meter?
  27. Will I get new meters for Gas and Electricity?
  28. Where will the new meters be installed?
  29. Can I change energy supplier and still use my smart meter?
  30. Consumption graphs

  31. How are my smart consumption graphs calculated?
  32. Why do some days have no consumption while others have very high consumption?
  33. In the Day View, why does only one day have consumption while the rest have none?

1. I want a smart meter installed, how do I get one?

If you have already received a letter from ScottishPower offering you a smart meter then all you need to do is call the number at the top of the letter and we will arrange a suitable time to install your meter.

If you haven’t yet received a letter then you can register you interest in getting a smart meter here. Once you register your interest we will pass your details on to our installers and they will contact you as a priority when they reach your area. You do not need to take any further action as they will be in touch when they are able to install your smart meter.

2. I have an appointment to have a Smart Meter installed and I need to change it.

If you need to change your smart meter install appointment then all you need to do is call the same number you used to book your appointment - this should be at the top of your smart metering letter.

3. I’ve been told I can’t get a smart meter at the moment, why is that?

With the large task of installing smart meters to all of our customers across the UK, it has been important to create a rollout plan to do this is as efficiently as possible. Therefore there are a number of possible reasons why your installation will be taking place later than others;

For example our installers may not have reached the area where you live, your meter type may not be supported by a smart meter equivalent yet or your property type may have some physical barriers preventing a smart meter install such as poor signal strength.

We are however committed to installing a smart meter to every home and small business by 2020. If you haven’t already done so, you can register your interest here and we will be in touch with you when we are able to install a smart meter to your property.

4. Why does my bill not match my In-Home Display (IHD)?

The IHD calculates your consumption using your current tariff’s unit rate and daily standing charge. It does not take into consideration any VAT, discounts or debt repayments which are included on your bill. If your IHD unit rates do not match what is on your bill then this is normally due to a recent price or product change. Please allow up to 7 days for these changes to be reflected on your IHD.

5. I have just had my smart meter installed and have not been left with any instructions for my IHD (In-Home Display)

Our IHD guide and other smart meter literature is available at the bottom of the smart meter section of our website here. We have also prepared a short video that demonstrates the different uses and functions of the IHD, this can be found here.

6. Where should I keep the in-home display (IHD)?

You should keep the In-Home Display in a place that is convenient for you to see and use it. Many customers keep their IHD in the kitchen but make sure that the IHD maintains a signal with the meter in whichever location you choose. The internal battery allows you to carry the IHD around the house to investigate the effects of turning appliances on and off. This battery will last for approximately 1 hour before it needs to be reconnected to the power source.

7. How long will the charge last on my IHD if I leave it unplugged?

A fully charged IHD will last approximately 1 hour when left unplugged from the mains supply. The low battery icon flashes when approximately 15 minutes use remains at which point you should recharge the device.

8. Why is my IHD (In-Home Display) blank or displaying dashes where the data should be?

Like all wireless devices the IHD can sometimes experience low signal strength or lose signal completely with your smart meters. The easiest way to correct this is to power the device down (by pressing the on/off button on the back of the unit) for 10 seconds and move the unit closer to where your electricity meter is located. Once there, please turn the unit back on and this should restore the connectivity and your IHD will begin to display your data. Your data will normally be refreshed within 30 minutes.

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9. If my IHD loses charge will my consumption history still have been recorded?

Yes, the smart meter stores your consumption data and once your IHD is powered back on it will retrieve your consumption information from your meter and be visible on the display. Your data will normally be refreshed within 30 minutes.

10. I have a smart meter and I have changed my tariff online but this has not updated on my IHD (In-Home Display).

After you change tariff it can take up to 7 days for this to be reflected on your IHD. Please be assured that this will not impact your bill in any way and that you will be billed on your new tariff rates even if they aren’t yet on your IHD.

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11. My IHD (In-Home Display) is showing that I have used significantly more energy today than on other days, is this correct?

Your new IHD is designed to provide you with real-time updates on your energy usage and also to show your consumption history. Most people’s consumption varies day to day and may be different due to a number of factors for example having more people in the house normally leads to higher consumption or having set days for washing and drying clothes could mean you use more energy on certain days. Helpful information is available on our website under our energy efficiency section.

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12. How safe is a smart meter?

Smart meters are covered under UK and EU product safety legislation, which requires manufacturers to ensure that any product placed on the market is safe.

The Health Protection Agency (HPA) provides advice and information on the health implications of smart meters, as it does for a range of technologies commonly found in homes and businesses across the UK. Further information about smart meters and health can be found on the Health Protection Agency.

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13. Is my smart meter data secure?

We are committed to keeping customer information secure and we take a full range of measures to make sure all your data is fully protected. Your information is only accessed when necessary by those who need to see it and to provide you with the services you have asked for. Further to this all our staff members are trained on data protection and follow strict data protection guidelines. We also have specialist security and data protection teams to support them.

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14. Will I be charged for a smart metering fault resolution?

No, you will not be charged, please contact us on 0800 027 0072 to arrange what happens next.

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15. Will I be charged for a smart meter?

The installation of your smart meter is completely free and as part of the installation we also provide you with an In-Home Display (IHD) that allows you to monitor your energy usage. With your existing meter you currently pay a very small maintenance charge which is built into your bill, this will be the same for smart meters.

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16. I have a smart meter but have just received an email to provide meter readings, why is this?

This can sometimes occur whilst your account is still being updated with your new smart meter information. Once your account has been updated these requests will stop and your regular bill will begin generating based on readings from your smart meter.

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17. I have a smart meter but a meter reader has come to take reading, why is this?

This can sometimes occur whilst your account is still being updated with your new smart meter information. Once your account has been updated you should no longer expect visits from meter readers.

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18. What do I do if I am moving house after the smart meters are installed?

If you are moving house please contact us at least 24 hours before your moving day. This way we can ensure that both the meters and in-home display are remotely cleared of all consumption data and a final remote meter reading can be taken before the new occupier moves in. Please also make sure to leave your In-Home Display (IHD) behind for the new owner as is it paired directly with the meters and will not work in your new home.

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19. I have had a SMART meter fitted, why have I received an estimated bill?

There are two reasons that this can happen:

  1. The first bill you receive after the installation of your smart meter may still show estimated meter readings. This is because your bill has been created before or around the time your meter was installed. Once our system fully updates with your new smart meter details all future bills will be based on accurate readings.

  2. Your meter sends us your latest readings through the mobile phone network. If there has been an interruption in the mobile signal during the time and we have been unable to obtain an actual reading then we will need to estimate your bill, this will normally be corrected on your next bill. To minimise this issue please also make sure that you move any items that may block the signal away from the meter. In the meantime you will be able to give us your meter readings online to ensure accurate billing.

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20. already have an energy monitor – is a smart meter the same?

No, smart meters replace the existing gas and electricity meters and can send meter readings remotely back to ScottishPower. The new In-Home Display (IHD) will also connect remotely to the meters and provide data on your energy consumption which may help reduce your energy usage.

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21. Do I need to have an internet connection for the smart meter to work?

No, you do not need to have an internet connection for smart meters to work. Depending on your location your smart meters will communicate by either using existing mobile or radio signals currently in your area.

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22. Do I need to have a smart meter?

There is no legal obligation to have a smart meter installed. However Scottish Power are supportive of the Government mandated programme and are aiming to install smart meters in all customers' homes to help customers get the benefits of a smart meter.

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23. Will I get new meters for Gas and Electricity?

Yes both meters will be replaced however you will only need one In-Home Display (IHD) to view your usage for both services.

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24. Where will the new meters be installed?

Typically they will be installed in the current location of your gas and electricity meters.

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25. Can I change energy supplier and still use my smart meter?

You are free to change supplier if you have a smart meter but it would be best to check if the supplier can support the smart metering technology before you agree to switch.

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26. How are my smart consumption graphs calculated?

Your smart consumption graphs calculate your energy consumption by taking the reading we have for the current time period e.g. today and we then minus the previous reading we have e.g. yesterday to give us your usage for that period.

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27. Why do some days have no consumption while others have very high consumption?

If we have been unable to get a reading from your meter for certain time periods we can only use the last available reading to help us calculate consumption. For example, if we receive a meter reading on Friday, but the last reading we received from your smart meter was on Tuesday then we can only calculate the energy you have used between the two readings meaning we cannot give a breakdown of the days in between.
This can sometimes cause days to have large spikes in usage and days where it appears there has been no energy usage. This should only happen on a very small number of occasions where your meter has poor signal strength. To help resolve this issue please make sure your electricity meter is clear of any obstructions .

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28. In the Day View, why does only one day have consumption while the rest have none?

This normally happens when you have changed your meter read frequency from monthly to daily or half-hourly. Previously we were only receiving a reading from your smart meter(s) once per month and so we would apply your monthly usage on the day that we received your latest reading.
From the day that your meter read frequency was updated you should begin to see a greater level of detail available on your graphs. We are unable to populate historic consumption data from before you updated your read frequency to a great level of detail.

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