Smart Meter IHD - balance won't change?

The in home display (IHD) doesn’t always reflect the latest info but as it’s the smart meter itself which gathers usage via the readings, that should make an accurate bill. 
You could try to reboot the IHD but you need to make sure that all power is off for a minute or two, including any internal batteries. 

Hi BPLightlog,

Thanks for the quick response.

Please see attached photos.

I have unplugged and turned the IHD off.

It’s weird that it used to have a usage total then it changed to just the total standing charge, without usage.

Hey ​@LeeMcDO 

I can see our community members have given some helpful advice here. Just wanted to add the following that may be helpful to you:
 

Thanks folks,

I will attempt these suggestions after work today and hopefully get a successful solution.

Much appreciated 

Hi Team,

Phoned customer services on Friday, they reset the tariff in the background for the smart meter, said to turn the IHD off and on then leave it next to the meter for the update to take effect.

It’s Sunday night and the meter is still reading £0.64.

Any ideas?

Sorry to hear that. What sort of meter* do you have? If you post a clear photo of it so the display and other markings on it are legible (touch a button to light up the display if necessary), we’ll be able to tell you how to find out whether the updated tariff information reached the meter or not. If it did, the problem is with the IHD. If it didn’t, Support may have to send the update again. If that doesn’t help, the meter itself may be faulty. 
  

*   Just to be sure: the meter is the device on the wall in a box or cupboard where the electricity supply comes into the building. The ‘meter’ you referred to in your original question is the In-House Display (IHD), which just receives some of the information from the meter itself and displays it in a more convenient way. All the important information about your account, including meter readings, usage data and live billing details, should be available online. The information shown on the IHD has no bearing on the state of your account - it’s just a guide to what’s happening at the moment.

Hi Firedog,

Please see attached.

Thanks. I’ve not played with a meter like this, but looking at a User Manual - which may or may not apply in every respect to your meter - you should be able to see the Active Tariff Price recorded on the meter (§6.5.4.3). When you see the Credit Mode display shown in your first screenshot, press Button A briefly and repeatedly to scroll through the menu items until you see Actv Tariff Price. What do you see there?

If you see something that looks like what the unit price should be in p/kWh including VAT - e.g. 24.3075 pence - then the tariff update was applied correctly and the IHD (or the meter’s communication with it) is at fault. If you don’t see something like that, the update wasn’t applied correctly. Tell Support what you found. 

Your meter is five years newer than the one covered by the manual I found, so apologies if things have changed in the meantime. Landis + Gyr meters aren’t the easiest to deal with, unfortunately.

Hi ​@LeeMcDO,

Sorry to see this is still going on. Thanks ​@Firedog for being so helpful here and ​@LeeMcDO, if you end up having to speak to our Support Team again they may need to either run some remote requests called ‘Xjoins’, or un-pair and re-pair the IHD from your smart meter. Keep us updated as to how you get on. If it can’t be fixed they’ll send you a new one free of charge.

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.😊