Why we’re replacing some customers communications hubs?
Some 2G communications hubs across the country are being switched off on 1stJune and some smart meters use these networks to send meter readings. To make sure smart meters keep working properly in the future, parts of the smart meter system need to be upgraded. That’s why we’re replacing some communications hubs.
This change affects customers across all energy suppliers who have this older system.
What is a communications hub?
A communications hub is a small device attached to your smart meter. It allows your meter to communicate with us securely and automatically.
This means:
we receive meter readings automatically
smart features and app services continue to work properly
What happens if I don’t get my communications hub upgraded?
The communications hub connections that are affected by this issue will be switched of 1st June. If your smart meter can’t connect to the network:
It may stop sending readings automatically and you may need to submit meter readings manually to keep your bills accurate
You won’t be able to accurately see your energy use
- If you are a Pay As You Go customer, you won’t be able to top up automatically, instead when you top up you’ll be provided with a 20 digit code which you’ll need to input to your meter
Replacing the communications hub helps avoid these issues and keeps your smart meter working properly.
Is there a cost to me?
No. There’s no charge for a communications hub replacement. Like other essential meter maintenance, it’s a free appointment.
What happens during a communications hub replacement appointment?
The appointment is straightforward and usually quick.
Before the visit
Someone aged 18 or over needs to be at home
Our engineer will need safe, clear access to your meters
If your meter cupboard is locked, please arrange access in advance
During the visit
The engineer will replace the communications hub
- The work usually takes around half an hour
After the visit
Your smart meter should reconnect automatically
Your readings should start updating again within two days
If your automatic meter readings have not returned after two days, you can contact us for help.
Last updated: 20 May 2026