Smart Meter IHD - balance won't change?

Hi Firedog,

Again, please see attached.

My meter is showing an Active Tariff Price of £0.00, and the standing charge of £0.64.

I take it this is the information my IHD is receiving, that the tariff is zero, why would the IHD amount change.

I will phone support before 1800 tomorrow to see if this is something they can correct.

Again, thanks for reviewing and all the help.

Much appreciated.

Glad you found the culprit! Support will have to try again to Update tariff information. It only takes a moment to do, but there could well be a delay in getting someone to do it, so be sure to ask when you can check again.

If that fails again, you may need a new meter.

Hi ​@LeeMcDO,

That’s great you’ve found what might be the cause of the issue. Please keep us updated on how you get on with our Support Team!

I should have added: when you’re able to contact Support again, use the webchat option. Once you’ve reached an actual agent, make sure he has your account in front of him so he can see what has gone on before, which should all be logged in the account notes. You can then upload this photo as incontrovertible proof that the tariff price information hasn’t (successfully) been pushed to your meter:
  

Hello again,

I went through the process on Wednesday, chat function sharing the information and screenshot.

Checked last night and the tariff is the same and have had no response or update since Wednesday afternoon……

Hi again ​@LeeMcDO,

I hope you had a good weekend, and I’m sorry to see this is still ongoing. It would seem that the update they ran hasn’t gone through. You’ll need to get back in touch with Support I’m afraid. They will need to check a system called ‘Bol’ that they use to send remote requests to your meter, and see if the previous update worked. 

You’d be within your rights to log this as a complaint if you haven’t done already. This will then be escalated, and you’ll have a dedicated complaints handler who’ll be your one point of contact through all of this. If they can’t get things working via Bol they may need to book you an appointment with an engineer.

Let us know how you get on.

Hi Team,

Third times a charm. Tariff updated and the IHD goes past £0.64.

Thanks to everyone that contributed and assisted with getting a solution.

Much appreciated.

Hey ​@LeeMcDO 

Thanks for coming back with an update, I’m really glad to see the team did n=manage to get that sorted out for you in the end and our community was able to help give some good advice here.

Feel free to pop back any time if you’ve ever got any other questions.😊