IHD Showing incorrect values after price cap change and online support seem unable to fix it
Every time the price cap changes, my IHD fails to update the pricing it is using, and so the on-screen value is incorrect. I don’t always get onto it straight away but when I do eventually get to it I have to fight with online support for ages, when I already know what needs doing to fix it. They just need to send a tariff refresh message to the smart meter.
If I go through online chat for support, they seem to be completely unaware of the possibilities to fix this relatively common issue. And I have to argue with them for hours to get them to fix it. I’ve done it three times now over the last couple of years. The third one, today, was a failure. They basically cut me off after doing an IHD remote reboot (which I know for a fact will not fix it; can explain how I know if anyone needs to know that).
Am I even talking to the right people using online chat? They seem like they don’t really have much knowledge about the system they are supporting, and it’s very hard to get them to do anything other than follow a basic script. If that fails they just find a way to end the chat and you’re left high and dry.
Is there a UK contact I can use for stuff like this? It’s a simple tariff refresh request as far as I can tell. Nothing more than that.
