The rates on my meter are wrong — how do I get them fixed?

Your smart meter holds the rates your supplier has sent to it over the national smart

meter network (the DCC). Joulely reads those rates straight off the meter, which is why your

costs here are your real ones rather than an estimate.

Sometimes a supplier does not keep them up to date. After a price change, or a switch, or a

move onto a new fixed deal, the tariff on the meter can be left showing the old rates. When that

happens your in-home display, your supplier's own app and Joulely will all show the same wrong

figure — because they are all reading the same place.

How to get it corrected

1. Check what you should be on. Your latest bill or your online account will show the unit

rate (p/kWh) and the standing charge (p/day) you are actually being charged.

1. Contact your supplier and ask them to update the tariff on your smart meter. The phrase

that gets you to the right team is: *"the tariff data on my smart meter is out of date —

please send the current tariff to my meter."* It is their job, it is done remotely, and you do

not need an engineer visit.

1. Give it a few days, then check your in-home display. Joulely re-reads your rates

automatically, so once the meter is updated your figures here follow.

1. If they will not fix it, you can take a complaint to the Energy Ombudsman free of charge

once it has been eight weeks, or sooner if your supplier sends you a deadlock letter.

Why it is worth doing

Wrong rates on the meter are one of the most common causes of billing mistakes. Getting them

corrected fixes the number on your display, in your supplier's app and in Joulely at the same

time — and it makes any bill you are checking easier to argue about, because your meter and your

bill will finally agree.

In the meantime

You do not have to wait. Add your real rates in Your account → Your tariff and Joulely will

use yours instead of the meter's, so your costs are right here even while the meter is behind.