Smart Meters - FAQ

Smart Meters - FAQ

  • How can I book or reschedule my Smart meter installation appointment?

    Just call our dedicated Smart meter helpline on 0800 294 0880*. We’re here Monday to Friday 9am to 5pm.

  • Would I need to do anything prior to my Smart meter installation appointment?

    Here is a handy guide about all the important things you need to do and know before your appointment.

  • How do I change my Smart meter reading frequency choice?

    You can change your Smart meter reading frequency choice at any time online and via our mobile app.

    Go to Account > Go to Settings > Go to Properties >

    For Electricity, under Property Settings, select from Monthly; Daily or Half Hourly on drop-down menu under Meter Reading Frequency.

    For Gas, under Property Settings, select from Monthly; Daily or Half Hourly on drop-down menu under Meter Reading Frequency.

    Unless you've told us differently, we’ll take your Smart meter readings daily. However, you could benefit more by choosing half-hourly meter readings: you’ll have access to online tools and reports based on your specific energy use –which could help you save even more energy and money. Or you can always give us a call on 0800 294 0880 if you want to discuss this with us. Our Smart helpline from Monday to Friday 9am to 5pm.


  • How do I use my Smart Energy Display?

    Here’s a handy guide to help you get the most out of it.

  • I’m not yet a Powershop customer. How do I get a Smart meter installed by you?

    We’re pleased you’re considering us to be your energy supplier. All you need to do is get a quote

    Choose one of our tariffs best suited to you, complete your switch and then we can discuss options to install a smart meter with Powershop.

  • I’m an existing Powershop customer. How can I find out if my home can have a Smart meter?

    It’s easy. Just pop in your details here.
    Once you have completed your eligibility check on your online account, we'll be in touch about booking an appointment. If we’re not able to fit a Smart meter due to technical reasons, we’ll add you to our waiting list and contact you in the future when we can arrange an installation.

  • Do I have to have a Smart meter?

    You do not have to have a smart meter fitted but we’d always recommend that you do have one, as they make your life easier, they help cut the UK’s carbon footprint and could save you energy and money too. The UK’s energy infrastructure is changing. Similar to the way your TV was upgraded to digital, eventually, traditional gas and electricity meters will be phased out and replaced with Smart meters.

    If you have signed up for a tariff where having a smart meter is part of your terms and conditions and you refuse to have a smart meter fitted, you may be switched to a different tariff.

  • Will I have to pay for my Smart meter(s) installation?

    No, there’s no extra cost for your Smart meter(s) or the installation. We're supporting the government in updating the UK’s energy system, including every home being offered Smart meters by 2020.

  • Will my existing Smart meter(s) work with Powershop?

    The second generation of Smart meters – called SMETS2 – mean that when you move to a new energy company, your Smart meter(s) won’t go ‘dumb’ as its features and benefits will work with your new supplier.

    As with other energy suppliers, if you've got a first-generation Smart meter, the remote access functionality will stop functioning. Whilst your in home display will still work, we will be unable to remotely update the tariff information it displays and retrieve meter readings. It’ll still work as a normal meter; however, you will have to provide us with regular meter readings which can be done through your online account or the app. Once you do this, you’ll be able to see how much energy you’re using.

  • I have a Smart meter installation due, what precautions are you taking to ensure my safety from Covid-19 (Coronavirus)?

    Your safety and the safety of our team is of the utmost importance to us. And that is why it is vital that you make us aware of any issues that might affect the safe installation of your smart meter.

    If you or anyone in your household fall into a vulnerable category or are suffering from Covid-19 please let us know as soon as possible. This includes shielding for chronic health issues, being over the age of 70, being in quarantine or if you are experiencing any of the Covid-19 symptoms.

    Please rest assured we will only carry out the job if we feel that it is safe to do so and our smart meter installers will follow the following guidelines:

    • The smart meter installers will complete the installation following social distancing measures. If we enter your home, you’ll be asked to move into another room in the property while the work is being carried out.
    • Any areas that the installer is in direct contact with will be wiped down.

    Just so you know, our smart meters are installed in partnership with npower. We’ve taken a number of steps to ensure everyone's safety during this challenging period. We’ve also undertaken a risk assessment  to ensure we have controls in place to manage any potential risks. If you would like to discuss anything further, please get in touch.

  • I have a Smart meter installation due but I am or have a family member that is currently at risk or self-isolating. What should I do?

    If you have already booked an appointment with us but have a change in circumstances, please let us know ASAP. Your appointment will be rescheduled. You can get in touch with us by calling 0800 009 3719 - our lines are open from Mon to Fri 9am to 5pm.