As part of your smart meter installation, you'll also be offered an In-Home Display (IHD). This is a small screen which talks wirelessly to your smart meters and shows your energy usage in Kilowatt Hours (kWh) and pounds and pence. If your In-Home Display stops working, it won’t affect your smart meter, and won’t cut off the energy supply to your home.
If your In-Home Display screen is blank, it could be that it’s run out of power. Plug it back in to recharge it, and press the round flat button on the back to restart it.
If your In-Home Display is on, but not showing data, there could be a number of reasons why:
It’s too far from your electricity smart meter
If your walls are thick or the distance between your electricity meter and your In-Home Display is too large, it won’t be able to receive any data. Try moving your In-Home Display closer to your electricity smart meter. Once you're there, turn it off using the round, flat button at the back. Wait a minute and then press the button again to switch the IHD back on. Sometimes, this gives it the boost it needs to get going again.
Your smart meters aren’t smart yet
Unfortunately, smart meters wont work in every home right now. Our engineers will do their very best to get everything set up, but occasionally the meters they’ve installed aren't able to fully communicate with each other.
If this is the case, the engineer will explain why and what will happen next. When your smart meters are in ‘dumb mode’, your IHD won’t receive any data, and so cannot display it.
You need another visit from the engineer
Occasionally circumstances beyond our control will mean that you need a second visit from the engineer. When this happens, they’ll let you know. While you wait, your IHD will not be able to show any data recorded by your smart meters.
The In-Home Display can’t connect to the network in your home
Some In-Home displays will show:
- Information for one fuel only, even when you have a smart meter for both gas and electricity
- A message that says ‘Waiting for data’
- A message that says ‘Connection lost’
Often, these issues resolve themselves within 24 to 48 hours. If your issue doesn't resolve itself, please complete this form with your details. We'll be in touch as soon as possible.