I've been moved to Smart PAYG, but why is my gas balance not showing on the In Home Display (IHD)?

This info below was taken from a different topic on a similar issue:

What should happen: if you get smart meter fitted, the engineer who fits them should provide an IHD and open up the smart meter network, pairing the IHD there and then. If you’re sent an IHD, you need to call us when you’re next to your IHD, so that a Support agent can open that smart meter and work with you to get the device paired. If this hasn’t been done yet, give us a call when you can: 0330 102 7517. If you haven’t got an IHD6 yet, request one here. 

See this tutorial video here:

How do I view my balance on my meter or In Home Display (IHD)?

If you have a SMETS1 smart meter (the one with a keypad), press 7 on the meter’s keypad to see your balance. You can also press 5 on your meter to see how much debt you have left.

For SMETS2 smart meters (which has 2 buttons on the electricity meter and 3 buttons on the gas), such as our Aclara electricity or Flonidan gas smart meter, your balance will always display on your IHD home screen and on the screen of the meter itself. 

How do I change the default view of my IHD so it shows my balance?

Press the Menu button in the bottom right of the screen and select Settings. You can change the view of your home screen by selecting Home Screen. This will give you 4 different layouts to choose from. Use the left and right arrows to scroll through the options, including one which shows your balance.

Why is my IHD balance different from my app balance? 

The app balance gets updated once a day after midnight. If you've used energy since midnight or if you've topped up since the time your energy balance updated on your app, then your app balance will be out of date. 

If your meter isn’t communicating with us, then your balance won't update in the app. But the IHD will communicate from your meter throughout the day to stay up to date.

Can I check the balance directly on my meter?

This depends on the type of meter you have. A SMETS1 (the one with a keypad) or a SMETS2 (which has 2 buttons on the electricity meter and 3 buttons on the gas).

If you have a SMETS1

• Press 7 on the meter to see your credit

• Press 5 to check your debt balance

If you have a SMETS2

• You’ll always see how much credit you have on your In-Home Display (IHD) screen, and on the default screen of the meter itself.

If your electricity or gas balance isn’t showing on the IHD, we’ll need your help to assist the Support team in working out why the IHD isn’t connecting. We need you to do some checks, which you might need to provide to the team via email, depending on what you diagnose: hello@boostpower.co.uk

Is there a WAN and HAN connection?

Check the electricity meter and confirm what the LED light labelled 'WAN' and ‘HAN’ is doing.

If you have a Secure Liberty smart meter, and the WAN light is flashing, the meter has WAN. Please check how many times the light flashes between pauses. One flash between pauses means very low signal, five means great signal. If the light is solid, there's no WAN. The HAN light will be solid when the HAN is open - this will activated during install (when pairing the electricity meter to the gas meter and any devices) as well as when pairing an IHD or smart relay via SFE. Once this process has completed, the HAN light will turn off. So you’ll need to check the IHD directly to see if it’s connected to the HAN.

If you have a Aclara S2 smart meter, if there’s WAN and HAN coverage the WAN & HAN lights on top will flash every 5 seconds. If they are searching for signal then they will flash every 3 seconds and if there is a connectivity issue then they will flash every 1 second or not flash at all.

Here are a list of questions you may be asked, if your meter has no or poor WAN:

1. How strong is the mobile phone signal next to your meter?
2. Is there anything metallic in the way of the meter which could be moved?
3. If the meter has something metallic blocking the signal - for instance a mirror or an ironing board - then moving this may solve the problem.
4. Is your electricity meter in a metal box (e.g a metal meter cupboard)? 
5. Is your electricity meter in a basement, or is it partially enclosed (e.g in a closed cupboard under the stairs)?

If the IHD is showing missing data for one or both fuels and the meter comms are fine, you should perform the following checks.


1 - Check the distance to the electricity meter, has the IHD been moved? 
 

Try to keep the IHD within a max of 6 metres from the electricity meter. The signal will decline significantly with walls.

2 -  Has the IHD shown data previously or has anything changed e.g. obstructions?
 

If the IHD was previously showing data, check if anything has changed in the home that could have caused the loss of communication.

3 - Is the IHD showing the correct time?
 

If it's not showing the correct time, the IHD is not paired.

4a - IHD2 and IHD3: Check WiFi symbol - is it flashing/solid?

• No WiFi symbol & incorrect time > Needs to be paired by our Support team: 0330 102 7517 (0117 370 1041 from a mobile)
• WiFi symbol flashing > Our Support team may be able to sort by unpairing and pairing the device: 0330 102 7517 (0117 370 1041 from a mobile)
• WiFi symbol solid > No issue with WiFi pairing

4b - IHD6: Check the signal bars

Signal bars solid > IHD is paired.
Signal bars flashing > Needs to be paired by our Support team: 0330 102 7517 (0117 370 1041 from a mobile)

5 - Try turning off for several minutes before turning back on.