Why has my Geo In Home Display started showing gas when I have no gas supply?

My meter is now doing the same as others in this thread. It was fine for weeks, showing current electicity usage (excuse the pun) and daily consumption. Now half the screen is wasted showing my non-existant gas supply as "awaiting data*, Is there a solution to this?

Hey @mh297 ,

Could you grab the Status Code from the gas on that system status screen? If you navigate to Gas and tap the circle button you’ll get a code. Please give me that code and in return I’ll be happy to tell you what it means and what to do.

Geo entrusted the full list to me in order to make it easier for me to help others, so I know it’s accurate.

Hi @Blastoise186 and thanks for the quick follow-up. The code appears to be 29-1. There's no gas at the property or in the village for that matter.

Thx. I’ll check my Confluence site when I get home as that’s where I’ve got the sheet.

Once I have that, I’ll update you.

Ok, I’m back. Thanks for waiting! :)

29-1 usually means the IHD isn’t being allowed to access data from the gas meter. In cases where there is a gas meter installed, it’s just a case of the supplier pinging a few commands to grant that access to the IHD.

In your case however, something is making the IHD think that there is a gas supply on your Site even though there isn’t. This can also be fixed by having the site remotely reconfigured to remove gas service from the system.

Please give the support team a shout and let them know. If you include this thread and my response as part of that, it should make things a bit easier to explain.

Rather than start a separate thread, can I just say I am suffering the exact same issue which started on Monday morning having worked correctly since the IHD was installed Mid-December. Error code is the same 29-1

You say reach out to the SSE support team, but all I can find is a section of the website that sends you down various dead ends and with no option to call or email a human being.

Unfortunately having taken nine months to get SSE to admit I was on an obsolete (and more expensive) tariff, my heart sinks at the thought of more calls with 45 minutes on hold, only to get someone who doesnt have a clue.

You sound like a really helpful guy - do you have a definite way of getting to speak or email support? If ive missed something obvious I really do apologise.

In your case I’d hold off. You say the IHD was installed mid-December. If that's alongside the meters getting fitted at the same time, we tend to advise leaving things for the first 6 weeks to make sure all the right data and settings are set up. 

Tim

Thanks for the response but the link to Support you provided just hangs. Have tried it multiple times

You say to wait for six weeks so I will, but it worked perfectly following installation, only to start looking for a non-existent gas reading on Monday this week.

Edit - got through to that support link finally and its exactly the same one I looked at yesterday

If you choose Contact Us > Gas and Electricity there is no option for faulty equipmnent only Emergencies or General Enquiries, neither of which seems appropriate

This is my greivance with SSE. The website lets you do the basic things like submit a meter reading, but anything else grinds to a halt. My online account still doesnt reflect the fact I have a smart meter and calls to the switchboard get an incredibly blank response