Record the exact display or behaviour without opening the meter, isolate danger only if it is safe to do so, and report the meter number, address, date, symptoms and photographs to the serving DisCo.
A blank display, burning smell, repeated trip, impossible readings or physical damage can be a hardware or installation issue. Customer keypad troubleshooting should stop when safety or sealed equipment is involved.
The essentials
- Exact meter and account number.
- Display message, time and conditions when the fault occurs.
- Whether neighbours have supply and whether the premises has a wider wiring fault.
- Clear photographs taken from a safe distance.
What to check first
Start with the evidence already in front of you. A precise account, meter, product or safety detail is more useful than guessing from the outcome alone.
- Exact meter and account number.
- Display message, time and conditions when the fault occurs.
- Whether neighbours have supply and whether the premises has a wider wiring fault.
- Clear photographs taken from a safe distance.
Step by step
Work through the existing transaction, account or installation in order. Keep the reference and result from each step before moving to the next.
- Move people away if there is heat, smoke, sparking or exposed wiring.
- Do not touch or open the meter; use the main isolator only if safe and understood.
- Submit a written fault report and obtain a ticket.
- Keep all inspection, removal and replacement records.
Mistakes to avoid
These shortcuts often turn a traceable problem into a second payment, a lost evidence trail or a safety risk.
- Breaking the seal to inspect inside.
- Hiring an unauthorised person to bypass the meter.
- Accepting removal without recording the meter number, balance and handover details.
When to escalate
Escalate a delayed or disputed replacement with the original fault ticket and all meter records. Use emergency channels immediately for fire, live conductors or a danger to life.
Frequently asked
Who should replace a confirmed faulty meter?
NERC guidance assigns repair or replacement of a confirmed faulty meter to the distribution licensee, subject to investigation where damage responsibility is disputed.
What happens to prepaid credit during replacement?
Record the balance with the DisCo during removal and installation so any verified remaining credit can be addressed through the official process.
Research sources
Official guidance, product information and public sources were reviewed on 27 July 2026.