At the start of the year, I change my billing type to ‘fixed’.
This coincides with my smart meter only showing £0.64 daily, no other energy usage.
I suspect this is the standing charge rate.
I have turned the meter off overnight hoping it would reset, but it still only shows £0.64.
Any ideas?
Best answer by Firedog
The IHD gets its tariff information from the meter. If you touch the OK button, then again to open the Account information menu, then use the right arrow to go through the items in turn, you should normally see both the current tariff and the standing charge. It looks as if the new tariff data hasn’t been pushed out to the meter after it changed. Contact Support and explain the problem, asking them please to Update tariff information for your meter. They should be able to do it there and then and tell you when they have done it.
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.
The IHD gets its tariff information from the meter. If you touch the OK button, then again to open the Account information menu, then use the right arrow to go through the items in turn, you should normally see both the current tariff and the standing charge. It looks as if the new tariff data hasn’t been pushed out to the meter after it changed. Contact Support and explain the problem, asking them please to Update tariff information for your meter. They should be able to do it there and then and tell you when they have done it.
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.
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.
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.
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.
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.
Support will have to try again to Update tariff information.
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:
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