We’re looking into IHD display issues reported by some Members in our Smart meters pilot


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Just to let Members who are part of our Smart meter pilot know that we’re looking into an in-home display (IHD) issue.

Some Pure Planet Members who’ve had a second generation (aka ‘SMETS2’) meter installed by us are reporting that their energy use isn’t always showing on their IHD.

When we fit a SMETS2, we also install a ‘communication hub’ on top of the electricity meter. This creates a ‘home area network’ which means it can read your meter usage and display it on your IHD.

(The comms hub also sends the usage data to us, via wider data networks).

Right now our Smart meter team is investigating why some Members’ IHDs are not displaying their energy usage. There are a few occasions where the data has shown correctly for several days after installation — electricity data on the left hand side of the IHD and gas on the right, and the cost in £ — then stopped.




We believe that the issue is caused by connectivity issues between the comms hubs and the IHDs.

If this is happening to you, there are a few things you can do to:


  • Firstly (and sorry about this!) try the classic IT solution to everything - switch your IHD off and on again.




  • You should also move it closer to the comms hub which sits on top of your Smart electricity meter. Plug your IHD into the socket which is closest to your electricity meter
  • Check the signal strength by pressing the IHD's home button once while on the home screen then selecting ‘System status’ from the menu
  • If your IHD display is off, press any button and the screen should come back on. If it doesn’t then check the power cord to ensure it’s plugged in. If the IHD is being powered by batteries, they may need to be replaced. Batteries will last about 4 hours so you should use the power adaptor supplied with your IHD.
  • Check out this longer FAQ on using your new smart meter and IHD

If you’ve followed these steps and still not seeing any data on your IHD please contact our Member services team via WattBot in your account. It’s not a live-chat service but the team will reply within one working day.
When you message the team it would be great if you could have some info ready for us, as this will really help us to fix the issue. This includes:


  • Has the IHD displayed your electricity and gas usage? If it was, but suddenly stopped showing the data, it would be great to know the date and time (approx) when it stopped.
  • Where is the IHD located and how far is it from the meter(s)?
  • Can you think of anything which might be blocking the communication between your meter(s) and the IHD, such as thick walls, large radiators?


Thanks again for taking part in our Smart meter pilot. We know some of you have experienced frustrations with installations. This has helped us smooth out some early teething issues before we start to roll these out to thousands of our Members.
:up:

32 replies

Userlevel 6
Update for you on my installation.
The advice to check how far away the IHD and the meters are from each other and also whether there are any thick walls between them is definitely worth noting. My meters are on an outside wall with a garage and 2 thick stone walls between them and the main house. My IHD showed 2 bars of signal inside the house but wasn't receiving data and the connection to the meters would randomly drop out (probably due to interference or poor radio signal output). Moving the IHD closer to the meters has resolved the issue and it now displays everything correctly.

I just need to find somewhere in the house now that maintains signal rather than leaving it powered by batteries in the middle of the garage...
Userlevel 7
Badge +8
X Driver,
Your Geo IHD does show meter readings, if you go into menu, scroll down to meters, select electricity or gas, you will find the meter info including readings
Marc;33101:
Hey @ChrisH
I've just posted an update on IHD issues over here.
It's related to IHDs in the North. In your case our Smart team are checking it out 🆙


Thanks @Marc, not sure what magic your Smart Team did but my IHD was working when I got home this evening.👍
Max001;35418:
It's been about 2 months and elec still says waiting for data, not really getting any help, magnum utilities say they have done their bit correctly and it's a pure planet issue.

If you figure it out let me know.


@Max001 I had the same issue, I used Wattbott to message the team and they sorted it. I come under the south for the install, if your in the north then your issue might well be tied up with the wider issue there so take longer to sort.
Userlevel 7
Badge +8
MrSmart;32094:


I just need to find somewhere in the house now that maintains signal rather than leaving it powered by batteries in the middle of the garage...


Realistically speaking do you really need the IHD permanently turned on, mine is plugged in and sitting on top of electric meter cupboard, I only glance at it occasionally and it hasn't changed my energy consumption. I still turn lights on when dark, wash clothes when dirty, dry them if it's raining etc.Ths only thing I have found useful is the running totals on the display, as I used to take readings each week, now I no longer bother
Hi @Brentstarburst

Firstly thank you for being a part of our smart meter pilot :D

The issue you are describing is something we are aware of. We believe we may have found a solution for this issue. Can you please try turn off the IHD for 30 seconds and power it back on.

Let us know how it works out.
Good morning @Brentstarburst
I've moved your post to this thread. Take a look at the info above ☝
Hope this helps!
Brentstarburst;32149:
That seems to have worked!

However, I think the electric needle could do with some calibration.

When I'm using 0.02p per hour, it's telling me this is amber. When I'm using 0.04p per hour, this is red.

I've used a GEO electric monitor before and it was never this over zealous!



The colour code should settle down once the box has an idea of your usage. My box started with red for 200w of current now it is amber.

HTH

- - - Updated - - -

My feedback on my IHD.



Like others my IHD gas readings seem to lag behind, is it because it only sends the signal maybe every 30 minutes?

The electric updates the screen after about 5 seconds so I miss the power spikes that my other GEO box shows.

Although I want to see current draw I also want to see total KWH for today, although I can flick between screens my old GEO box shows it all the time.

I wish the box would show my meter reading even if it was only at the end of the previous day. I know I can still manually read the meters for data for my spreadsheets, but I thought it was going to be smarter. I know I could also wait for my monthly statement and get the readings from that but my account date is out of sync with my spreadsheet formulas.

So, the good point is the meters will send their reading so I won't have to remember.

On the negative side the IHD is not as useful to me as it could be as although it provides plenty of data most is what I don't want and not the data I need, and I can't appear to alter it. I know the box only draws 5w but it all adds up and I don't have to plug it in if I don't want to.

So overall, close, but it doesn't really beat my current set up, although if you don't have a system then it is better than nothing.
I understand that the fix for the Smart Meter is not Pure Planets but what was the point of installing me a Smart Meter and not telling me there might be an issue?
In fact, what was the point in asking me if I wanted one in the first place knowing that I live "north of Manchester"?
Presumably PP get a financial inducement because other than that this whole process is totally pointless.
The "Wattbot" help solution is, like the Smart Meter" installation, an excercise in completely ignoring the needs of the customer. Why should I go on a forum or speak to a computer programme when this is a known issue? A letter or email should be sent to each customer detailing the issues, state of play regarding a fix and some kind of apology to those affected. I'm not being needy, this is just good manners.

Terrible.
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ChrisH;33075:
Hi @Marc, @Nataly. Any update on resolving this issue? I raised a ticket with Wottbott regarding my issue but am awaiting a response. I don’t want to pester Wottbott and fry his/her circuits if finding a resolution is still work in progress.


Hey @ChrisH
I've just posted an update on IHD issues over here.
It's related to IHDs in the North. In your case our Smart team are checking it out 🆙
ChrisH;33147:
Thanks @Marc, not sure what magic your Smart Team did but my IHD was working when I got home this evening.


That's great news @ChrisH
I'll let them know 🆙
Userlevel 7
Badge +10
hi azerbaijanman
​PP know this is an issue, there have been quite a few posts about it. Here's a start
Try putting the IHD near the meter comms hub and switching it off and on again, see if it can re-pickup the signal.
azerbaijanman;32235:
I had my ‘smart’ meters installed on Tuesday. Not so smart it seems. The display that came with them originally said ‘waiting for info’ on the gas, then today on the electric and now it says ‘lost network’.

The engineer muttered something to my wife about the displays being a problem and said someone would call, which I doubt.

Does anyone have any ideas?
Userlevel 7
Badge +10
hi channel987
you can take readings directly from the meter, press a button to wake it up, see HERE
channel987;32182:
I have lost my hdi hub so cannot take metre reading can any one help please
Userlevel 7
Badge +10
Hi Tony
​​​​​​​Once again I'm not going to be popular. I hate to say this but I agree with you. Unfortunately energy suppliers hands are tied by the government/ofgem re the installing of SM's, that many are not working isn't PP's fault, but sadly it has become their responsibility; there is no excuse for the poor communication to all customers who have had one fitted.
Remembering that it is a trial I have three comments to make:
1. I told you so, (not helpful I know) - I posted awhile back not quite in the same tones as your post but I said this issue would generate bad feeling from the customers and said the communication needed to be better to try to mitigate what was clearly, by the number of posts on here becoming a major issue.
2. There should have been big disclaimers with the trial, if only to warn customers that there could be issues.
3. We need more information from PP about what proportion of installs have resulted in issues, that way customers can make an informed decision rather than relying on the government drivel that's being propogated about SM's. (They don't and won't save customers any money in the vast majority of installs, but I don't blame PP for that)

TonyRiv;41493:
I understand that the fix for the Smart Meter is not Pure Planets but what was the point of installing me a Smart Meter and not telling me there might be an issue?
In fact, what was the point in asking me if I wanted one in the first place knowing that I live "north of Manchester"?
Presumably PP get a financial inducement because other than that this whole process is totally pointless.
The "Wattbot" help solution is, like the Smart Meter" installation, an excercise in completely ignoring the needs of the customer. Why should I go on a forum or speak to a computer programme when this is a known issue? A letter or email should be sent to each customer detailing the issues, state of play regarding a fix and some kind of apology to those affected. I'm not being needy, this is just good manners.

Terrible.
​​​​​​​
​​​​​​​
Userlevel 5
Badge
@Duppy, thanks for this. As a new SM user, I was running to the meters a lot in the first few days just to check that the numbers made sense (a lot of stepladders and stooping). Now less running around. Downside: what shows on the IHD only reflects what we would send in as a reading, e.g. the gas reading only shows numbers truncated to integers. My gas meter is currently reading 7.861 m3 and the IHD reads 7 m3. I prefer more accurate readings, especially knowing that I'm closer to 8 than 7.

Duppy;32633:
X Driver,
Your Geo IHD does show meter readings, if you go into menu, scroll down to meters, select electricity or gas, you will find the meter info including readings
Hi @Marc, @Nataly. Any update on resolving this issue? I raised a ticket with Wottbott regarding my issue but am awaiting a response. I don’t want to pester Wottbott and fry his/her circuits if finding a resolution is still work in progress.
Userlevel 7
Badge +8
schase;38297:
@Duppy, thanks for this. As a new SM user, I was running to the meters a lot in the first few days just to check that the numbers made sense (a lot of stepladders and stooping). Now less running around. Downside: what shows on the IHD only reflects what we would send in as a reading, e.g. the gas reading only shows numbers truncated to integers. My gas meter is currently reading 7.861 m3 and the IHD reads 7 m3. I prefer more accurate readings, especially knowing that I'm closer to 8 than 7.


I can see what you mean, but we are told in the FAQ

How to read your smart meter, depending on your meter’s interface:

Note that you do NOT need to include any digits after a decimal point.
Userlevel 7
Badge +8
Hi ChrisBaz

Welcome to the community.
It does look like this is related to the IHD problems reported, you could try turning it off/ on to reset it or wait until the proposed update is carried out.
​​​​​​​You can take meter readings direct from the meter itself ( recommended ) and monitor your usage, you will probably find that the readings are within the expected range
Yesterday I had my smart meter installed.

For hours, the gas didn't show until I went out and pushed a button in the gas meter. Seems to now show, but what doesn't appear to be happening is showing in graphical terms the current usage.

Although the electrical part of the meter shows in pence the changes in amount of electric used, the needle doesn't move. Likewise, the gas 'flame' doesn't change to show more gas being used.

Am I missing something?
Jamil;32076:
Hi @Brentstarburst

Firstly thank you for being a part of our smart meter pilot :D

The issue you are describing is something we are aware of. We believe we may have found a solution for this issue. Can you please try turn off the IHD for 30 seconds and power it back on.

Let us know how it works out.


That seems to have worked!

However, I think the electric needle could do with some calibration.

When I'm using 0.02p per hour, it's telling me this is amber. When I'm using 0.04p per hour, this is red.

I've used a GEO electric monitor before and it was never this over zealous!
I had my ‘smart’ meters installed on Tuesday. Not so smart it seems. The display that came with them originally said ‘waiting for info’ on the gas, then today on the electric and now it says ‘lost network’.

The engineer muttered something to my wife about the displays being a problem and said someone would call, which I doubt.

Does anyone have any ideas?
Hi there. Done already, but tried again. Gas showing again but no electricity which is strange because according to the FAQ you sent, it's the electricity meter that has the wireless hub on it.

- - - Updated - - -

woz;32239:
hi azerbaijanman
​PP know this is an issue, there have been quite a few posts about it. Here's a start
Try putting the IHD near the meter comms hub and switching it off and on again, see if it can re-pickup the signal.


Hi there. Done already, but tried again. Gas showing again but no electricity which is strange because according to the FAQ you sent, it's the electricity meter that has the wireless hub on it.
Duppy;32633:
X Driver,
Your Geo IHD does show meter readings, if you go into menu, scroll down to meters, select electricity or gas, you will find the meter info including readings


Hi Duppy,

Thanks for that, but I did check it and all it was showing was the meter numbers and ----, I guess it was waiting for a signal after initial calibration. It now shows meter readings. One problem solved.
Have also decided to use the Electricity history "Day" display as default as this gives the better information that I require.

Not quite a happy bunny, but not as grumpy.

X Driver
Max001;32666:
I've sent wattbot the issues I am having after trying everything in the first post by Marc.

It's been 4 days and I haven't received a response.

I'm rather stumped and don't know what to do.

The issue is the ihd is stating waiting for data for electric, gas is ok, the installer stated that the Comms unit is part of the electric meter so it doesn't make sense as why the gas is connecting to the ihd but the electric is just sitting on waiting for data.

Both meters are 25 cm apart from each other and max 45 cm from the ihd.

How do I manually check my unit consumption on these smart metres? As I will need them soon for billing purposes



To see your readings press button A on your meter and toggle it round and you should see all the other data that is replicated on your IHD.

My first thoughts are either the meter is not transmitting or its been wrongly paired to your IHD.

The meter display should also show a signal strength indicator if it does then your meter is transmitting.
On one of the other screens is your IMAP number, it should match the one on the meters section of your IHD, if it does your meter is paired.

If those are OK then it implies a possible fault with your IHD, rather than turning it off and on again there is reset device option in the Settings/Advanced section. You do loose your data since set up (budgets, history, etc), it might work and if it doesn't the IHD will still be broken.

Just my thoughts.

HTH
I've sent wattbot the issues I am having after trying everything in the first post by Marc.

It's been 4 days and I haven't received a response.

I'm rather stumped and don't know what to do.

The issue is the ihd is stating waiting for data for electric, gas is ok, the installer stated that the Comms unit is part of the electric meter so it doesn't make sense as why the gas is connecting to the ihd but the electric is just sitting on waiting for data.

Both meters are 25 cm apart from each other and max 45 cm from the ihd.

How do I manually check my unit consumption on these smart metres? As I will need them soon for billing purposes

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