my usage is still correct on the app but the ihd is a blank screen do i need to get it replaced
Best answer by Tim_Boost
Updated on 21/09/21 by Jess_Boost
Sorry to hear that your smart meter In-Home Display isn’t showing you the important balance and usage information from your smart meter.
As there’s a number of things that could be causing the issue it’s best to carry out some troubleshooting before requesting a new device. Sometimes the device may be affected by communication issues with the meters. As a first step we’d advise you to check that the IHD is plugged in as close to your electricity meter as possible and there’s nothing that could be blocking the signal (an ironing board or another metal object between your IHD and your meters, perhaps?).
If you’re noticing issues as the IHD issues are occurring at the same time as other smart meter issues (such as top-ups not reaching the meter or your balance not updating on your Boost app (download on App Store or Google Play) it could indicate a communication issue between the meters and us. In this case the best thing to do is give the team a call on 0330 102 7517 (lines open 8am - 8pm, Monday - Friday and 9am - 5pm, Saturday - Sunday). They can run through some checks on the meter and refer the issue to our smart metering team if necessary.
If these checks show that the smart meters are in working order but it’s the device which is faulty they are able to request a new device which is sent out to you in the post. There’s more advice in getting the best out of your device in the video below:
You might also want to see our IHD guide here:
Hope this helps.