Why the last 9% matters: fixing smart meter communication for everyone

Smart meters play a vital role in helping households across Great Britain manage their energy use more efficiently. But to unlock their full benefits, accurate billing, real-time insights, and access to flexible tariffs, smart meter communication must work reliably for every customer. At Calisen, ensuring consistent smart meter performance is a priority, and our Smart 360 service is designed to address the challenges that impact meter reliability. 

 

The Scale of Smart Meter Communication Issues 

 

According to Government figures, around 8–9% of smart meters were not fully operational last year. While this may sound like a small number, it represents millions of devices across the country. When a smart meter stops communicating, households lose access to remote readings and may receive estimated bills, creating frustration and reducing trust in the technology. 

 

As Operations Director Grant Qualey explains: 

 
“We visit thousands of homes every week and see first-hand the value smart meters bring to households and energy suppliers alike. We also see the frustration when they don’t work as intended.” 

 

What Causes Smart Meter Connectivity Problems? 

 

Smart meter communication failures can happen for a variety of reasons. Common issues include: 

 

• Connectivity constraints 
• Changes in the home environment 
• Ageing or outdated hardware 
• Network migrations 
• Configuration or commissioning problems 

 

These issues have traditionally taken time to diagnose, often requiring multiple site visits or manual checks. As a result, both households and energy suppliers feel the impact. 

 

How Smart 360 Improves Smart Meter Reliability 

 

To tackle these long-standing challenges, Calisen created Smart 360, a data-led smart meter health service designed to improve performance across the national smart meter network. By using advanced data and analytics, Smart 360: 

 

• Identifies emerging issues early 
• Pinpoints root causes faster 
• Enables more targeted and effective fixes 
• Reduces avoidable site visits 
• Improves communication reliability for households and suppliers 

 

This proactive approach helps prevent issues from escalating and supports a more seamless customer experience. 

 

“Smart 360 takes the opportunity of improving data and analytics to improve smart meter health and reliability for everyone,” Grant explained. “It identifies issues early, enables faster fixes, and simplifies the experience for both suppliers and consumers.” 

 

Making smart meters truly smart 

 

“Smart meters are only as smart as the service behind them,” Grant said. “Smart 360 is designed to raise standards, improve reliability, and ensure the smart meter rollout delivers for everyone.” 

 

By focusing on the final 8–9%, the industry has an opportunity to unlock the full value of smart meters – delivering better outcomes for consumers, suppliers, and the wider energy system alike.