Here are the most asked In-Home Display questions.
My IHD says “waiting for data” what does this mean?
We're aware of some customers who are seeing this message. By working with the network provider, we've organised a regular update to your meters which may resolve this issue.
In the meantime, we’d recommend that you turn off your In-Home Display (the power button will be on the back) and take it to your electricity meter before turning the device back on.
If your IHD still shows the same message, check that the time is correctly set on the display.
If it is, this is a known issue that the network company (DCC) are working on. We'll need to wait for this update and we’ve no current timescale for this issue to be resolved.
If it isn't, check what the signal bar's doing in the top left corner of the IHD display:
Solid – Is your meter amongst other meters or in a communal cupboard? Moving your IHD to a different position away from other meters and devices may resolve the issue.
Single dot – this confirms the IHD is joined to the network however it’s not getting a great signal, check again for obstructions and keep the IHD close to the meter.
I'm a dual fuel customer, why can't I see one of my fuels?
If your meters have been installed for more than 48 hours and the data hasn't appeared on your IHD, try restarting it by using the power button. If that doesn't work, please contact us.
What should I do if my IHD isn't charging or switching on?
There's a few things that you can try to get your IHD charging:
Test it in a different plug socket to confirm it's the unit that isn't charging.
Make sure you keep trying the power button, which might be on the back of the device and difficult to see, or it could be a button that says 'OK'.
If your device is charging properly, it'll display an icon at the top of the screen to let you know.
Why's there a charge on my IHD first thing in the morning?
Your IHD will show your standing charge each day, which usually refreshes around midnight. You can check how much your standing charge is on your latest bill.
Why is my IHD making a noise?
Your IHD will make an audible noise for:
Any key presses you make.
Budget warning (if you've set one).
And if you're about to enter low credit (PAYG only).
These noise alerts can be turned off in 'Settings' in the main menu, apart from low battery alerts.
Why's the energy used different to what's on my electricity meter?
The In-Home Display is designed to highlight areas of energy use (and more importantly wastage). It's not intended to replace your more accurate meter.
It can complement your smart meter by showing you what appliances are costing money now or recently, whereas your meter will show you accumulated usage. Also, the IHD receives information every six seconds whereas your meter continually records your energy use.
How much electricity does the IHD use?
That depends on your unit costs, but an IHD uses about 2p a week to run as its electricity consumption is less than 1 watt. This is about the same as a standard mobile phone charger.
Why do I sometimes see dashes instead of energy (watts)?
Sometimes the display unit may temporarily lose its signal. This can be caused by a number of reasons (including being out of range of the transmitter).
By moving it back within the range of the electricity meter it should reconnect in a matter of seconds.
My IHD screen is too bright, how do I dim it?
Go to 'Settings' in the main menu and select 'Screen Brightness'. You can adjust the brightness according to your display.
Can I use my IHD to identify faulty appliances?
The IHD won't identify if the appliance is faulty, however keep an eye on it when different appliances are turned on and off. Check the consumption against the manufacturer's specification, it may differ slightly and older machines are almost certain to use more. There'll come a time when the appliance is using far more than it should and replacement should be considered.
If I change my supplier, will my In-Home Display still work?
Your smart meter will still work even if you join us from another supplier.
If you've got a first generation smart meter installed at your property, you may lose smart functionality when you change supplier. Your smart meter will still record your usage but your IHD may not look as expected, and you’ll just need to send your meter readings in online. The industry is working hard to make these meters smart again by 2022.
What happens with my IHD if I move home?
If you’re moving home you need to leave the smart meter In-Home Display behind. Please switch it off and leave it somewhere visible, we suggest somewhere on the kitchen worktop. This is because it’s connected to the meter/meters of the property you're leaving and will be of no use in your new home.
If you change to a different supplier, it'll still be compatible and you won’t need to get a new one. Each energy supplier has their own policy and could limit some of your display functionality, so please contact your new supplier to find out more.