Get help with your in-home display (IHD).

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.

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.

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.

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.

Your IHD will make an audible noise for:

• Any key presses you make.

• Low battery.

• 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.

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.

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.

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.

Go to 'Settings' in the main menu and select 'Screen Brightness'. You can adjust the brightness according to your display.

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.

Your smart meter will still work even if you join us from another supplier but please note that it can take up to 90 days to update.

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.

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.

SMETS1:

You can't activate your emergency credit on your in-home display.

SMETS2 Chameleon:

• If you've less than £2 on your meter for either gas or electricity, the IHD will show that emergency credit is available for that fuel.

• Press 'OK' to access the Emergency Credit screen.

• Press 'OK' to activate the emergency credit.

• Once selected, on the front screen you'll see there's emergency credit selected, this'll be used once the normal credit runs out.

• Once the credit has ran out - the front screen shows 'EC Balance' and both (or the fuel you've selected) fuels emergency credit in use.

SMETS2 IHDL:

• Press ‘OK’ to activate the IHD.

• Press ‘OK’ again to open the Main Menu. Using up and down keys select fuel and press ‘OK’ to confirm.

• In the fuel menu press ‘OK’ to select My Account - then ‘OK’ to select ‘My Credit’.

• If the option's there to select EMCR press ‘OK’.

• When prompted ‘Are you sure’ scroll down to ‘Yes’ and press ‘OK’.

• Wait a few seconds and confirmation will come back.

SMETS1:

You can tell if you’re using your emergency credit by checking your in-home display. If you’ve got an icon on the screen that says “EMERGENCY CREDIT” next to an exclamation mark and the initials “EC” you’re using your emergency credit.

If it just says “EMERGENCY CREDIT” without the exclamation mark and “EC” then that means you’re not using it, but you have some available to use.

SMETS2 Chameleon:

• Shows "Available" next to the fuel symbol when EMCR becomes available.

• Shows "Selected" next to the fuel symbol when EMCR activated but still in credit.

• Shows "IN USE" next to the fuel symbol when using EMCR.

SMETS2 IHDL:

• Select OK to access Main Menu, then scroll up or down to select fuel.

• Select My Account then select My Credit.

• Bottom of screen will show emergency activated and the amount remaining.

SMETS2 IHDL:

• Press OK to activate the IHD. Press OK again to open the Main Menu.

• Using arrow keys select fuel and press OK to confirm.

• In the fuel menu press OK to select My Account.

• Scroll down and select ‘My Top Ups’ by pressing OK.

• Press OK again to ‘Top Up Now’.

• Using arrow buttons find the number (0 - 9) you need to insert, once you have found it, press OK to confirm. If you've got a number wrong use the return button to go back to the number you want to correct and press OK once corrected.

• Once all the digits are entered hold OK to submit and you will be prompted to confirm, press OK again.

• If the number has been entered correctly you'll see the payment is processing.

• You can Dismiss the message whilst the payment is sent to the meter.

You can see your last five top ups on your in-home display as well as on your meter.

It can take up to 30 minutes for your in-home display to show your gas payments on screen.

SMETS1:

You can't do this using your In-Home Display, you'll need to follow the instructions on your gas meter.

SMETS2 Chameleon:

Electricity only:

• Select the electricity fuel by pressing fuel button.

• Press OK to access ‘Activate Supply’ and press OK again.

• Press OK again to enable electricity supply.

Gas:

You can't do this using your in-home display, you'll need to follow the instructions on your gas meter.

SMETS2 IHDL:

Electricity:

• Press ‘OK’ to open the Main Menu.

• Press ‘OK’ to Select Electricity.

• Scroll down to Enable Supply and Press ‘OK’.

• You’ll be prompted to check the electric system is safe (You can select dismiss if it isn’t).

• If it's safe to do this scroll down and ‘Enable Supply’.

Gas:

You can't do this using your in-home display, you'll need to follow the instructions on your gas meter.

Download the user guide for your Smartview3 IHD.

Download the user guide for your Smartview4 IHD.

Download the user guide for your Chameleon IHD.