How we install your smart meter

Our meter engineers are trained to be quick and cause minimal disruption to your home and power supply.

 

See how it happens in this quick video...

 

Click here to play video

 

 

When you switch to our Smart as Standard tariff we replace your electricity and gas meters with a new smart meter.

 

Below is an outline of the installation process:

 

1. Our engineers arrive

An engineer appointed by First Utility will arrive at your home on the date chosen by you. You will need to be at home for the duration of the appointment.

 Pre-set
date

2. We turn your electricity off

For electricity the power will need to be turned off for approx 30 minutes while the meters are exchanged.

 30 mins

3. We turn your gas off

For gas installation, this can take up to an hour and your gas supply will need to need to be turned off and the system purged (purified).

 1 hour

4. Switch on

When our engineer has installed your meters the gas and electricity supply is turned back on.

  

 

Questions about installation 

Can I still take a reading from my smart meter?

Yes, you can still take a manual reading from your smart meter. Refer to the How to read your meter guide for more information. However, one of the benefits of having a smart meter installed is that you do not have to take any manual reads. The meter regularly communicates with First Utility and the data is collected so that we can provide you with accurate bills.

Do I need to be at home when the smart meter is installed?

Yes. Even if both of your electricity and gas meters are located outside your home we would still require that you are in residence when our engineer arrives. This is to check that everything in your home is working properly when the gas and electricity supply is turned back on.

Our standard working hours are 8am to 5pm Monday to Friday. Work can be undertaken outside these hours for an extra fee of £65.

Will I have to pay to have a smart meter installed?

No, our meter installation is free of charge for all new customers who sign up to a tariff which includes a free smart meter

Can I change my installation date?

Your smart meter installation date is arranged around a convenient date for you. You can only change your installation date up to 24 hours before your original agreed date by contacting customer services on 0845 215 5000. You will incur a £65 abortive visit charge if you fail to give 24 hours notice.

How frequently will you read my smart meter?

Your electricity meter readings are recorded every 30 minutes and your gas once every 24 hours. Under normal circumstances we retrieve this data once a day so that it can be viewed by you on your First Utility online account. In cases where daily communications may be unreliable, the interval readings are stored in the meter for 40 days, giving us ample opportunity to retry the collection process.

Can you relocate my gas and/or electricity meter?

Yes, usually. It is likely a site visit will be required to access the feasibility and associated costs.

What technology do you use to send the readings back to your offices?

To date we have deployed smart meters using several different communication technologies including PLC (Power Line Carrier), GPRS, GSM, SMS, PSTN and 868Mhz low power radio. We are currently assessing several other radio options. Depending on the individual geographical location it is likely that we will deploy either SMS or GPRS enabled electricity meters. Meters installed underground or in basements may require the installation of an external aerial. In such instances there may be an additional charge incurred to smarten up your meter.

 

We are providing a service based on a set of functionality - accurate billing, load profiles etc - which is not provided on the premise of using any one particular technology.

What happens if my meters stop working?

If there is a fault with your smart meter then in most cases we will be able to identify this immediately. If you think there is a problem with your meter and we haven’t identified it, you should contact our customer service team on 0845 215 5000.

Are there any reasons why you may not be able to fit a smart meter in my home?

In most cases smart meters are installed with no problems at all. Occasionally we have found that we are unable to do so due to a number of reasons beyond our control. These include:

  • A weak mobile signal (smart meters communicate using mobile technology, therefore a weak signal will prevent the meter sending the reads to our head office)
  • Where the meter is not accessible. For example, some meters are concealed in units that are located in the ground. Our engineers require clear access to the meter and enough room to move around safely.
  • Where there is not enough room to mount the meter. Our smart meter might be slightly larger than your existing meter so our engineers may discover that there is not enough space. Additionally we do not move the meter positions whilst exchanging so our engineer will not be able to complete the installation.
  • Where there is damage to the meter mounting board, meter box (including broken or missing doors) or evidence of overheated wires and/or electrical equipment around the meter, or absence of a gas Emergency Control Valve. We may be able to do some remedial work for which you may be charged.
  • Where the engineer is unable to obtain sufficient communications signal strength. If you have trouble using your mobile phone at home, this may indicate that we will be unable to complete your meter installation, although we will try an alternative network sim card to see if a signal can be obtained.
  • Where the gas meter is mounted in an outside ground meter box. Our smart metering system requires a dry installation above ground. We can normally modify the current meter box but you may incur an additional charge.

Please remember, our engineers do not know the location or state of your existing meter until they have visited your property and conducted a quick survey which includes a safety assessment of the meter installation.

Is the smart meter compatible with other energy suppliers?

All of our smart meters are fully compatible with other energy providers and can still be read manually.

What happens if I move home?

The smart meter will stay where it is. We hope that you will choose us as your preferred supplier in your new home and therefore we will install a smart electricity and gas meter in your new home following the same process as described above. There will be no charge and your account will continue as before.

If, however, you do not wish to stay with First Utility you can cancel your supply with us. There is no charge for cancelling, subject to the terms and conditions that were stated on your tariff guide at the time you signed up. To obtain a copy of your tariff guide please contact a member of our customer services team.