National update of SMETS1 meters

A national update of SMETS1 smart meters is taking place, and your smart meter is about to get one too.

SMETS1 meters are first-generation smart meters. All energy suppliers have been installing them since 2012 but some of these meters lost their smart features if you changed supplier.

To make sure everyone receives the full benefits of smart meters, the government has decided that there should be one unified smart meter data network. This will mean your meter doesn’t lose its smart features if you decide to change energy supplier.

What happens next?

See how the update will happen by choosing how you currently pay for your energy:


  • If you Pay As You Go

    What happens during the update

    • We’ll get in touch to confirm when your smart meter is will receive an update.
    • Your Friendly Credit hours will change
      From 2pm - 10am to 24/7 to make sure your energy supply isn’t affected during the update.
    • The update should take about a week
      It will be updated wirelessly so you won’t need a visit from an engineer. There may be some disruption to top-ups during this time.
    • Once your update is complete
      Your smart meter will be connected to the national smart meter data network.
    Before the update
    • We advise you to top-up before the update starts. Your 24/7 Friendly Credit hours mean your energy supply can’t turn off. By topping-up before, you will avoid having to pay back energy you’ve used during the update.
    During the update
    • If you top-up during the update and it fails, don’t worry. You’ll be able to top-up as normal once the update is complete.
    • You will be unable to use the POWER UP feature on the My Utilita app. You shouldn’t need to use it though as your energy supply won’t turn off during the update.
    • If you have any debt on your meter, your repayments will be paused during the update. Once the update is complete, your repayments will continue as normal.
    After the update
    • If your meter runs out of credit and your supply is turned off you may need to repay any “Emergency Credit” or “Friendly Credit” before your meter turns back on again.
    Your new Friendly Credit hours
    • To make sure your energy supply isn’t affected during the update, we’ll change your Friendly Credit hours.
    • Your Friendly Credit hours (from 2pm - 10am and over the weekend) will be changed to 24/7 on the date included on the first page of this letter.
    • If your Friendly Credit hours can’t be remotely updated on this date, we’ll reschedule the update to your smart meter.
    If your smart meter update can’t take place
    • The Data Communications Company (DCC) are licensed by the government to update your smart meter.
    • If they experience issues connecting to your smart meter, we’ll reschedule the update - we’ll get in touch if this happens.
    • If your Friendly Credit hours were updated to 24/7 and the update needs to be rescheduled, we’ll return them back to normal the following week.
  • If you pay by direct debit, cash or cheque

    What happens during the update

    • We’ll get in touch to confirm when your smart meter is will receive an update.
    • Your Friendly Credit hours will change
      From 2pm - 10am to 24/7 to make sure your energy supply isn’t affected during the update.
    • The update should take about a week
      It will be updated wirelessly so you won’t need a visit from an engineer. There may be some disruption to top-ups during this time.
    • Once your update is complete
      Your smart meter will be connected to the national smart meter data network.
    About the update
    • The Data Communications Company (DCC) are licensed by the government to update your smart meter.
    • If they experience issues connecting to your smart meter, we’ll reschedule the update - we’ll get in touch if this happens.

FAQs

  • Why does my smart meter need to be updated?

    SMETS1 meters are first-generation smart meters. All energy suppliers have been installing them since 2012 but some of these meters lost their smart features if you changed supplier.

    To make sure everyone receives the full benefits of smart meters, the government has decided that there should be one unified smart meter data network. This will mean your meter doesn’t lose its smart features if you decide to change energy supplier.

  • How will it change my smart meter?

    Once your smart meter has been updated, it won’t lose its smart features if you decide to change energy supplier.

    Plus, if your meter is ‘dormant’ (doesn’t send any meter readings), then it should become ‘active’ after the update - which means it will automatically send your meter readings to us.

  • How will my smart meter be updated?

    Your smart meter will be updated wirelessly, so you won’t need a visit from an engineer. Don’t worry - your energy supply won’t be affected.

  • Is my smart meter data safe?

    Yes. The Data Communications Company (DCC) has the highest security standards and are the ones responsible for keeping your data safe.

    Once the update is complete, we’ll still be the only people who can see your energy usage and we won’t use your data in any other way.

  • Who’s responsible for the update?

    The Data Communications Company (DCC) will update all SMETS1 meters in the UK – they have been instructed by the Department of Business, Energy and Industrial Strategy (BEIS) to build the new wireless national smart meter network.

  • Is the update optional?

    It’s not optional. This update is a government initiative, affecting everyone. All SMETS1 meters will be updated and connected to the Data Communications Company (DCC).

  • What happens if the update doesn’t work?

    If the update can’t take place for any reason, the Data Communications Company (DCC) will attempt to connect to your smart meter several times until it works – we’ll let you know when that happens.

  • How do the 24/7 Friendly Credit hours work?

    Your normal Friendly Credit Hours (2pm – 10am the next day and over the weekends) will be changed to 24/7 to prepare for the update. This ensures that your energy supply isn’t affected if you’re a Pay As You Go customer. If you top-up during the update and it fails, don't worry. You'll be able to top-up as normal once the update is complete.

    Your Friendly Credit Hours will be changed to 24/7 on the week of your update – which can take up to a week to complete. We advise you to top-up before the update starts to avoid having to pay back up to a week’s worth of energy in one go. We’ll keep you informed every step of the way.

    If your Friendly Credit Hours cannot be changed to 24/7 for any reason, your update will be rescheduled for a later date. Again, we’ll keep you informed if this is the case.

    Once the update is complete, your Friendly Credit Hours will be returned to normal (2pm – 10am the next day and over the weekends). If you don’t top-up during the update, you'll need to pay back the amount of energy you've used to get your meter into positive credit.

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