Unfortunately, whilst useful devices they are imperfect and are affected by all the various signals within the modern home and even your neighbours!
We do have even further issues with previous generation devices and devices fitted by another supplier as we do not have as much access to these.
Will you still get my readings?
Your IHD is not an essential part of your smart metering system – although we appreciate it is nice to have. The device is not used for billing in any way even if the incorrect tariff is showing on the device – you are billed by a separate system.
There are a huge range of apps available for both android, iOS and online platforms. These give you even more insight and control over inputting the rates yourself and will show a greater range of historic data – we do recommend setting your reading consent to half hourly to get the most out of these apps.
If the IHD issue(s) are due to a further issue with your smart metering system, we will of course let you know.
I still want my In-Home Display
We can continue to attempt to join the device, but we ask you to follow the below
- Please ensure the device is plugged in as near to the electricity meter as practically possible
- Please hold the power button for 20 seconds to reset the device
- Please confirm the GUID – this can be found on the rear of the device or behind the battery compartment – it is also available through the onscreen menu
- Please consider items that may prevent the devices from communicating – for example if the meter box is constructed out of metal it is likely to cause the signal to be too poor to enable functionality
- Whilst every effort to remedy your IHD will take place we can not guarantee remedy and in this case would sign post you towards using an app or website from a third party
We are always working with the industry and our partners to improve the smart metering system; this can include security updates and firmware updates so if you would like to leave your display plugged in these updates may remedy the issue in the future.
FAQS
Can you provide me a replacement?
We expect the majority of the issues to be caused by signal and connectivity issues within the home, be that from environmental issues (interference etc) or obstructions (meter surrounded by large metal objects, i.e. fridge, meter behind metal door etc). Therefore, a replacement device would experience the same issue, and we would just be creating more e-waste, and you would still not have a functioning IHD.
My tariff is wrong or showing 0?
We will of course attempt to remedy your tariff – the 0p is in fact caused by a lack of tariff on the IHD. Please rest assured your bill will not be affected by this as the calculations are done on our billing system using the meter readings. We are constantly updating incorrect tariffs so if the meter does not wake up and receive the new tariff this will be attempted again in the near future.
Low Battery
On devices with user replaceable batteries please remove the battery – if they are not replaceable, please feel free to ignore this message. We recommend keeping the display always plugged in.
I have an issue with my CAD/ Ivie Bud
We do rely on the third party to commission these devices and have very little control over them, but we will of course be happy to assist in any way we can.
This is a replacement IHD provided by SMS
Please get in touch with SMS if the device was provided by them and not commissioned. Send your full address and the new IHD GUID to inhomedisplaysetup@sms-plc.com
What Is The Wi-Fi function for?
The intention of the IHD Wi-Fi is to enable the manufacturer to update the device over the air – please ensure if you have Wi-Fi at home that you add the IHD to this to assist in future updates.
Can I just by an IHD off of Amazon/eBay etc?
Due to the secure nature of the system these devices will most likely be connected to another meter, rendering them useless or acquired in an incorrect manner which would mean we would not have the secure certificates to pair the devices.
Can you send an engineer out?
As we anticipate there are reasons at the property causing the connectivity issue we do not believe an engineer would be able to remedy. The costs involved in an engineer visit are also quite high and these are passed on to all consumers as part of energy bills which we appreciate are high at the moment and we do not wish to pass this extra charge on especially as in all likelihood this would not result in a positive outcome.
My IHD was not commissioned by my previous supplier
It is important to remember as an industry we strive to have a successful exchange and have all the assets working on a site – there is likely a reason why the previous supplier was unable to commission the asset whilst installing the meters and we would likely encounter the same issue when fitting. At this moment in time we are unable to commission other suppliers devices due to the security features of the network but will be looking into this in the future.
My electricity is showing but not my gas?
If your gas is further away from the electricity or in an outside box the gas meter may not reach the IHD due to distance issues and power preservation – the gas meter is battery powered.