British Gas installed my smart meter at a height of 3 metres… now it’s gone wrong! Not only that, but the engineers locked my gas meter cupboard and didn’t even leave a key

Climbing a ladder to read a ‘smart’ meter that’s no longer working is all part of the brave new world for electricity and gas customers – especially since utility companies are often no longer willing to come out and check your meter to read out.

To make matters worse, for the estimated one in ten households fitted with one of these new devices that have become ‘dumb’ – and thus only work like a traditional meter requiring manual readings – energy giants are now threatening their customers at a cost of almost £200. when they are called out to fix the problem and discover that there is nothing wrong with the device.

Carole Winn is one of dozens of readers who say they are worse off with a smart meter than with a traditional meter.

Carole, from Thornton-le-Dale in North Yorkshire, has had to take manual measurements after her smart meter stopped working six months ago.

When working, smart meters automatically send energy consumption data to the supplier and also provide households with greater control by showing how much energy is being used in near real time.

That’s cold comfort to Carole, whose electricity meter was placed almost 10 feet high. Her gas meter is outside in a box locked with a key she doesn’t even have.

The 69-year-old retired horticulturist says: ‘For some bizarre reason my electricity meter is installed near the meter cupboard. I called British Gas and asked if they could send someone out to read it out or replace the faulty unit. But it said it couldn’t send anyone. It said that I had to find a neighbor with a ladder to read the electricity meter for me. And buy a key to open the gas meter cupboard outside.’

The smart meter was already in the house when Carole bought it in 2016 and described it as ‘invaluable’ for keeping an eye on costs.

She discovered that some smart meters had stopped working after Money Mail reported problems in March and decided to check her own meters. She says: ‘Then I looked at my most recent gas and electricity bills and where it used to say ‘smart meter reading’ it now said ‘estimated’ instead of ‘actual’.’

After Carole emailed British Gas reporting the problem, she received a response: “We’re looking into this for you.”

That same day, Carole received another email stating: ‘I can check that your smart meter has lost its connection hub and is therefore unable to send readings to us.’

No further explanation was given as to how or why it happened – only a suggestion that she contact British Gas via ‘live chat’.

British Gas said: ‘We have contacted Ms Winn to confirm that we would like to remotely restore the smart functionality of her meters so that she does not have to send us manual readings. We apologize for providing incorrect advice and will remain in touch as we resolve this.”

The £13.5 billion rollout of smart meters started eight years ago, and so far 34.8 million homes and businesses have installed one.

But despite 61 percent of all meters being smart, the latest figures show that 3.98 million of them do not work properly.

Graham Murray had a meter installed by Octopus Energy a few years ago. He says the device has become ‘dumb’ – he no longer sends remote measurements to the supplier – and that he now has to take manual measurements.

He says, “I’ve brought up the issue a few times. Not only do I think the meter is broken, but that I may be paying too much.’

But Graham didn’t elaborate further after Octopus wrote back: ‘The meter may be inaccurate and we can run an accuracy test. However, across the sector it appears that 87 percent of the meters tested are accurate.’

Carole, from Thornton-le-Dale in North Yorkshire, has had to take manual measurements after her smart meter stopped working six months ago

It added: ‘There is a charge for this test of £80-£192, which will be added to your account if the meter is found to be accurate. An accurate meter works within a tolerance of +3% and -3.5% of actual consumption.’

Another supplier charging if there’s nothing wrong with a meter is British Gas, with a call-out charge of £175. Eon says it will charge £100.93 to check a smart meter – which will will be refunded if it is found to be defective. And Ovo Energy just wants to say: ‘We don’t charge customers for a visit if their meter is out of order.’

EDF Energy and Scottish Power say they do not charge for call-out charges.

Octopus says: ‘If the meter is found to be working properly, it is our policy to bill on a case-by-case basis, taking into account factors such as personal circumstances and financial situation.’

The costs for an ‘unnecessary technician visit’ or meter replacement vary from €80 to €192.

British Gas said: ‘Should the meter prove to be inaccurate we would pay for the test. But if the meter is found to be accurate, you will be charged £175.”

Explanations for the failure of smart meters vary widely: from earlier versions that became stupid when users changed suppliers, to signals that became blocked in areas with poor mobile reception, thick house walls or battery failures. When smart meters no longer work, households will have to take their own measurements again. Before rollout, suppliers often send out professionals to take measurements, but now they are more likely to ask customers to do this.

While traditional meters were typically installed in easily accessible locations, smart meters are often placed high up – usually next to the electricity fuse box – as that is usually where the main power source is located. The location for smart meters was chosen with the expectation that they rarely need to be reached.

Mike Redfern-Jones, from Denbigh in North Wales, has more than 40 years’ experience as an electrician, including installing energy meters.

The £13.5 billion rollout of smart meters started eight years ago, and so far 34.8 million homes and businesses have installed one

He says: ‘It is wrong that customers should be afraid to report a meter problem with payment threats if it later turns out to be working. The reason so many smart energy meters are placed high is for convenience; the main electricity supply for the home is often also located here.’ Mr Redfern-Jones added: ‘Suppliers have a quota of meters they have to install, which is set by the government. Once these companies have done their job, they will be more interested in generating higher profits for their shareholders than in spending time and money on old customers.”

A spokesperson for Smart Energy GB, the body that promotes smart meters, said: ‘Most people have a very positive experience with their smart meter, but we understand the frustration of some whose meter may temporarily work without all its features.

‘If you experience a problem, please contact your energy supplier. If you believe that your supplier has not met its obligations, please contact Citizen Advice and the Energy Ombudsman for support.’

A spokesperson for energy regulator Ofgem said: ‘Suppliers are responsible for ensuring their customers’ smart meters are working correctly – and we expect them to communicate clearly with their customers if there are any problems with their smart meters.’