We’re aware that some of our smart meter customers are experiencing issues with their in-home display showing incorrect information about their gas spend.

We’d like to apologise for this error, but assure you that this is purely a fault with the in-home display, and that your bills will remain completely accurate.

We’re working hard to resolve this as quickly as we can, but if you’d like to see a detailed breakdown of your usage, you can do so anytime using your online account.

If you aren’t registered for an online account, it’s quick and easy to sign up.

Frequently asked questions

Why has this error happened?

We carried out one of our regular upgrades to a small group of customers. However, due to a technical error, some of the in-home displays that were upgraded have developed a fault. This means they’re incorrectly displaying customers’ gas spend as higher than the actual value being used. However, please note this error only affects the in-home display and not the actual bill.

Should I be worried? Will this impact my bill?

Absolutely not. Just to reassure you, this error only affects your in-home display, not your bill. If you’d like to double-check this for yourself, you can log into (or register for) your online account to see your actual usage and spend.

What are we doing about it?

We’re working closely with our partners to fix the problem, and will be communicating directly with you if you’re affected to explain the situation – and update you on our progress. In the meantime, you’ll still be able to get accurate information about your gas usage by logging into your online account.

When will the issue be fixed?

At the moment, we’re unable to give a timescale on how long it’ll take to fix but we’re working hard to make sure it’s as soon as possible.