A fifth of people in our survey* told us their direct debit payments had been set too high in the past year. Some 15% said their meter readings had been estimated.
The next-most common problems people told us about were:
1. Direct debit payments set too high
If you pay by direct debit, the amount you pay should cover the cost of what you use over a year. If you're building up a lot of credit in your energy account your direct debit payment might be set too high.
Your supplier should check your direct debit payment amount at least once a year. With the price cap changing every three months it might review it more regularly.
Contact your supplier first to ask whether your direct debit payments are set at the right amount. Some energy firms have tools in your app or online account which let you request an adjustment to the amount of your monthly direct debit yourself.
If you've built up excess credit, you could either:
It's worth keeping a couple of months' worth of credit in your account, which you can use to cover any unexpected increases in cost or energy use. Going into winter with a healthy balance in your account is especially wise, as that's when you'll use up most energy.
Use our to find out the difference bewteen tariffs and find the best for you.2. Estimated gas and electricity meter readings
Your bills and payments will be less accurate if they're based on estimated readings rather than actual ones sent by you or your smart meter.
Check your latest bill, statement or online account for the source of your meter readings. Typically, these will say:
If you have a smart meter, and your meter readings are still being estimated, it's likely that your smart meter isn't sending them to your supplier correctly. If this happens, you should submit manual readings until your smart meter is fixed.
With a traditional meter, send monthly meter readings to your energy provider to ensure you only pay for what you use. With most suppliers, you can submit them in your online account, app and by phone (often using an automated service so you don't have to wait on hold).
If you've submitted regular meter readings and your bill is still estimated, contact your supplier.
If you're unable to read your meter - for example because you can't access it - speak to your supplier about what support it can offer you.
Find out .3. Smart meter not sending electricity or gas readings
Smart electric and gas meters should send your readings to your energy supplier automatically.
How often they do this depends on the permission you've given. It could be every half hour, day or month.
You can change the frequency by contacting your supplier - often via your app or online account.
If your readings aren't getting through, check whether your supplier has connectivity issues. Report that your smart meter's readings aren't being recorded and ask them to look into it.
Send manual meter readings while your smart meters are misbehaving to ensure your bills are accurate.
.4. Inaccurate energy bill
A common reason for an inaccurate energy bill is that it's based on estimated meter readings. This might be because your smart meter isn't sending them or because you have a traditional meter and haven't sent a meter reading in a while.
If you're still concerned about your bill after sending regular (at least monthly) meter readings for a few months, ask your supplier to explain how it has calculated your bill.
If you're concerned that your meter is inaccurate and running fast, try turning off all your appliances. It shouldn't still be registering significant amounts of energy.
Your supplier is responsible for making sure your meter works properly. So you can ask it to test your meter - although it may charge if it turns out to be accurate.
Find out more: .5. Direct debit payments set too low
The first time you discover your direct debit is too low might be when your provider tells you it plans to increase your payments.
Your payments might rise because:
Your direct debit payments should equal the cost of your energy use over a year. Keep an eye on your energy statements or use shown in your app or online account; if your monthly payments are typically less than than what you've used, then your direct debit may be too low.
Some suppliers may let you make one-off payments to balance your credit and energy use. This can be a good option if you know that your higher-than-expected energy use was a one-off.
Otherwise, your direct debit payments may increase to cover the shortfall. Once you've caught up, it might be readjusted again.
Contact your supplier if you're concerned you're underpaying. Some energy firms have tools in your app or online account that let you adjust your direct debit amount.
Find out .6. Broken smart meter monitor
If your smart meter monitor - also called the in-house display (IHD) - isn't working, it doesn't mean your smart meter is also broken.
Your smart meter might still be sending meter readings to your supplier. Check your online account or app to see if readings are getting through.
But that doesn't make the broken display any less frustrating.
If you've had your smart meter for under 12 months and the monitor isn't working as it should, your supplier must fix it or replace it free of charge.
* Online survey of 9,025 members of the general public in October 2023.
source https://www.which.co.uk/news/article/how-to-solve-6-common-energy-supplier-problems-anl9L7r1uG8F