Help for New Zealand residents
Intellihub specialises in supplying metering equipment to energy providers, focusing on technology and infrastructure solutions. For any assistance with your meter, please contact your energy provider directly.
What's going on?
Select the issue that best describes your situation.
My bill doesn't look right after a meter change
Your billing has changed, looks incorrect, or you're being charged differently since the new meter.
Someone changed my meter without telling me
You came home to a new meter or received no advance notice about the replacement.
I have an upcoming installation
You've been told your meter is being replaced and want to know what to expect or how to prepare.
Who is Intellihub and why is your name on my meter?
You've noticed Intellihub's name on your meter and want to know who we are and what we do.
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What’s probably happening
When a meter is replaced, your solar system sometimes needs to be reconfigured to work with the new meter. This can temporarily affect your solar export readings and your feed-in credits. In some cases, the new meter may need to be reprogrammed or your retailer may need to update your account settings.
This is not a fault with your solar system. It’s a configuration issue that your energy retailer can resolve.
What to do
Step 1: Contact your energy retailer (the company you pay your electricity bill to). Tell them your meter was recently replaced and your solar export or feed-in credits have been affected. They can check your account settings and meter configuration.
Step 2: If your retailer confirms the meter itself needs attention, they will contact Intellihub on your behalf to arrange a technician visit. You do not need to contact Intellihub directly.
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What’s probably happening
After a meter replacement, your first bill may look different. This can happen because the old meter’s final reading and the new meter’s starting reading need to be reconciled. You may also see a change if you’ve moved from estimated billing to actual usage readings — smart meters record your real consumption, which can be higher or lower than previous estimates.
What to do
Contact your energy retailer. They manage your billing and can explain any changes, correct errors, and adjust your account if needed. Intellihub does not have access to your billing or account information.
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What’s probably happening
Your energy retailer is responsible for notifying you before a meter replacement. In most cases, they will contact you by post or email ahead of the installation. If you didn’t receive notice, it may have gone to a previous address, been caught in a spam filter, or been sent to the account holder if you’re not the primary contact.
The meter replacement itself is part of a scheduled program — in Australia, the national smart meter rollout; in New Zealand, the 2G/3G meter replacement program. It is not an error or unauthorised work.
What to do
Contact your energy retailer to confirm the replacement was scheduled and to check that your account is updated correctly. If you have concerns about the work that was done, your retailer can raise a service request with Intellihub on your behalf.
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What to expect
The replacement is straightforward. A licensed Intellihub technician will visit your property, turn off your electricity for approximately 30 minutes, remove the old meter, install the new one, reconnect your power, and test everything before leaving.
The full visit usually takes about one hour. You will receive notification from your energy retailer by post or email before the scheduled date.How to prepare
Clear the area around your meter box so the technician can access it safely. Secure pets during the visit. Unlock gates or fences if your meter is behind them. You don’t need to be home if your meter box is accessible from outside. If it’s inside your property, you may need to be present — contact your energy retailer to arrange an appointment time.
Life support equipment
If you or someone in your home uses life support equipment, make sure you are registered as a life support customer with your energy retailer. They must provide you with a specific appointment time and information to help you plan for the short power outage. Your electricity company cannot interrupt your supply without your agreement on the date and timing.
Cost
The cost of the upgrade is included in your regular electricity bills. If you requested an early installation or have a new connection, your retailer may charge an upfront fee — contact them for details.
Questions about scheduling?
Intellihub technicians always carry official photo ID. They will never ask for personal details or payment at your door. If someone visited your property without ID, contact your energy retailer immediately.
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About Intellihub
Intellihub is a metering company. We install, maintain, and manage electricity meters on behalf of energy retailers across Australia and New Zealand. We manage over 2.5 million meters and install approximately 40,000 new meters every month.
Your energy retailer (the company you pay your electricity bill to) contracts Intellihub to handle the metering infrastructure. That’s why our name is on your meter, even though you’ve never dealt with us directly.
We do not: manage your account, set your electricity plan, control your billing, or have access to your payment information. For anything related to your account, contact your energy retailer.How to find your energy retailer
Your energy retailer’s name and contact number are on your electricity bill. If you don’t have a recent bill, contact your property manager or local distribution company — they can tell you who your current provider is based on your address.
Questions about Intellihub and your smart meter? We’re here to help.
Smart metering basics
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Your meter may have been changed as part of an upgrade to modernise the electricity grid and improve service reliability. Smart meters provide more accurate billing, real-time usage data, and the ability to quickly detect and address outages. These upgrades are part of ongoing efforts to enhance energy efficiency and support the integration of renewable energy sources. Existing smart meters might be replaced or upgraded with new models to incorporate the latest technological advancements, improve functionality, or comply with updated regulatory standards. These upgrades are crucial for maintaining the efficiency of the energy system, supporting the integration of renewable energy, and providing customers with the best possible service.
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For further information or to report an issue with your meter, please contact your electricity provider directly. Your provider is responsible for customer service, billing inquiries, and addressing any concerns related to your metering service.
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You can find out who your electricity provider is by checking a recent electricity bill, which should have the provider’s name and contact information. If you don’t have access to a bill, your property manager or local distribution company can usually inform you of your current provider based on your address. These responses aim to provide helpful information to your customers and guide them on where to find further assistance when needed.
Further information if you have been notified of an Intellihub meter replacement (NZ)
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The technician will carry official identification with them when performing metering services for Intellihub.
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Your energy retailer is your first point of contact with any queries regarding your meter replacement
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If your meter is unable to be replaced, the technician will let you know before they leave if you are at home or leave a calling card advising you of the reason.
Your energy retailer will contact you to discuss this in more detail.
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There is no cost to you for the meter to be replaced.
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No, the meter is owned by Intellihub and we will only be working on the metering installation.
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No, as long as we can access your meter, the replacement will occur. If your meter is located inside your property, please contact us on the phone number provided by your energy retailer to make an appointment.
If you are not at the property, a calling card will be left in your mailbox advising you if the upgrade was successful or to let you know the reason why we could not complete the installation.
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In most cases the meter replacement will take about one hour, and you will be without electricity for about 30 minutes. If this is going to cause any inconvenience to you, please contact us on the phone number provided by your energy retailer to make an appointment.
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The meter replacement will be carried out by one of our licensed metering technicians. During the upgrade, the electricity to your property will be turned off. The technician will remove the current meter and replace it with a new one. Prior to leaving your property, the technician will reconnect your power, test and certify the installation, and ensure the meter is operating correctly.
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You will receive a notification from your energy retailer by post or email advising when we will visit your property to perform this work.
How it works
How energy metering systems work
Multiple organisations help supply electricity to your property and keep you meter working. Knowing who does what can make it easier to arrange meter work and avoid delays.
Your energy retailer
Your retailer is the company that sells you electricity and sends your bill. They manage your account, plan, and billing. You’ll find their name on your bill.
Intellihub
Intellihub manages your energy meter on behalf of your retailer. We install, maintain and read your smart meter, and may need access to your meter box to carry out this work.
Your network provider
Your network provider owns and maintains the grid poles, wires and other equipment that deliver electricity to your property. They manage power outages and network faults in your area.
You
If you are the property owner or resident, you’re responsible for making sure the meter box is safe and easy to access, and that the area around it is clear. This helps avoid delays in meter work.
Still need help?
Billing, account or plan questions
Contact your energy retailer. You can find their name and contact details on a recent bill. They manage your account and can resolve most issues directly.
If you do not have a recent bill, your property manager, landlord or local electricity distributor may be able to help you identify the retailer connected to your address.
Meter hardware or installation issues
If your energy retailer has confirmed the issue is with the smart meter itself (not your account or plan), they will contact Intellihub on your behalf to arrange a visit by a technician.
If you need to contact Intellihub directly, you can use our enquiry form.