Smart meter user guide
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Further advice
You can find a downloadable document with advice about energy efficiency, at
shellenergy.co.uk/info/policies
. You can also find answers to our
frequently asked questions about smart meters in the help section of our website,
at
help.shellenergy.co.uk
If your smart meter or IHD becomes faulty there are a few things you can do to identify
the issue. Visit
shellenergy.co.uk/help/how-to-read-my-meter
for more
information. If you’re still not able to fix the problem or if you have a complaint about your
meter, call us on
0330 094 5800
.
As we’re your energy supplier, we are responsible for maintaining and repairing
your smart meter if it’s ever identified as faulty. If it was identified as faulty, we’d
send an engineer from SMS (our installation partner) to fix the fault. You won’t be
charged for the cost of the repair if the meter fault wasn’t caused by you.
Having a smart meter doesn’t impact your ability to switch energy providers
whenever you choose. However, you may find your smart meter loses its
functionality and reverts to being a traditional meter, meaning you’ll have to submit
manual meter readings. For more information please check with your new provider
when you switch.
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Smart meter user guide
