Question

My new In Home Display (Chameleon IHD6) screen is blank - how do I get it connected?


Hi, maybe someone would be able to help me. 

We received new IHD display two days ago and it is not working. 

The screen is not showing usage, basically completely zero details about our energy, balance etc. 

We tried to connect this by wi-fi but no luck. 

Someone can help?? 

 

Thank you in advance!! :)


20 replies

Userlevel 6
Badge +2

Hi @joannapro24 and thanks for posting this. 

 

As it’s a new In Home Display that you have, it’s unlikely there’s a fault that’s causing this blank screen. But the device might not be linked up (paired) with your smart meter. This process would be done by the engineer when they fit the meter, or over the phone with you at home. Call us to get this done: 0330 102 7517. 

 

Have a look at this tutorial video to show you how to turn the device on, access the ‘tutorial’ and use the features available: 

 

Feel free to pop back here and ask any follow up questions about how to use this device! You might also want to see our IHD guide here:

 

 

It is showing this kind of information on the screen. It's connected with the WiFi and it is not showing the balance. We moved to PAYG Smart today, and we don't know anything about our usage and balance....

Userlevel 6
Badge +2

Thanks for the picture, @joannapro24.

 

When your IHD6 is linked up, your credit balance for each meter should show on the default screen. See the video below (01:30) to confirm this and the other features available.  

 

However (as outlined in our IHD guide, here) the default screen on these are often set to “Usage today” rather than your current balance. There is a simple fix to get your balance as the home screen default:

 

Choosing Your Home Screen Layout

 

From SETTINGS you can also change the view of your home screen according to your personal preference by selecting HOME screen. This option will give you four different home screen layouts to choose from. Use the left and right arrows to scroll through the options. Once you have chosen the screen view you prefer, press SET to save the settings. 

 

 

@Tim_Boost 

Thanks but unfortunately you still not understand my problem. The IHD is not connected to my meters and I don't know why it is not working. 

 

I tried to connect this with the meters but without luck. My previous IHD was showing only electricity usage, without gas. 

Really I just have enough because every time is something wrong,  I think I'll just change the supplier....

Userlevel 1

I have the same problem. I phoned up over a week ago to activate it and was told it would be working within 48hrs but it is still not working a week later.  I have tried phoning but the phone number doesn’t seem to work anymore.

Userlevel 6
Badge +2

Thanks both, for you to be 100% positive if your IHD is linked up with your smart meters (paired), here’s some tips to troubleshoot:

 

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

Try to keep the IHD within a max of 7 yards 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.
 

4 - IHD6: Check the signal bars

Signal bars solid > IHD is paired.
Signal bars flashing > Needs to be paired by our Support team 

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

Userlevel 1

I think mine comes under no. 3.  The time is wrong on it and as I said, when I phoned up they said to phone back in 48 hrs if it wasn’t working but since then the phone number doesn’t work. It just cuts off as soon as I dial it.

 

Userlevel 6
Badge +2

Hi @Taff60 

 

If you're having trouble getting through on our 0330 1027517 number, please try this one instead: 0117 370 1041.

Just out of interest, are you calling from a Three or Vodafone mobile provider? We're aware there might be an issue with these providers and being able to get through our 0330 number.

 

Tim

Userlevel 1

The 0330 number still not working, it just cuts off immediately but it did work the first time I called about 2 weeks ago. I have got through on the other number and my IHD is now working.  My phone provider is Giffgaff

Userlevel 1

My IHD is now working but going from the tutorials there are missing items. I am on credit meters and there is no buttons on there for “Top Up” and “Previous Top Ups” and nothing showing my current balance etc. Help please.

Userlevel 6
Badge +2

Good to hear you’ve got that IHD linked up, @Taff60. Here’s how to get that balance display on the home screen:

 

Choosing Your Home Screen Layout

 

From SETTINGS you can also change the view of your home screen according to your personal preference by selecting HOME screen. This option will give you four different home screen layouts to choose from. Use the left and right arrows to scroll through the options. Once you have chosen the screen view you prefer, press SET to save the settings. 

Userlevel 1

Hi Again. Probably the best way I can explain is by photos. From the tutorial I cannot find this screen.

Tutorial Screen

My Menu screens are

Menu screen 1
Menu screen 2

And the home screen only gives the amount spent and no balance or anything like that.

Home screen

 

Userlevel 6
Badge +2

Thanks for these pictures, @Taff60 - much appreciated! 

 

How strange, it’s as if the prepayment settings aren’t available. If the smart meters themselves are set up in a Smart PAYG setting, with a credit balance showing that drops in real time with your usage, and if your IHD6 is ‘paired’ (linked up) with these smart meters, all of those prepayment settings should be available. 

 

When you get a chance today, when at home, please call us so an advisor can make sure the IHD is connected correctly, and can spot anything that needs changing or updating: 0330 102 7517.

 

I’d love to hear back from you after to know what actions were taken to sort this! 

Userlevel 1

0330 number still cutting off but did get through on 0117 number and after about 15/20 mins was told that the app is still under development and the top up feature is not available yet.

Userlevel 6
Badge +2

Hi @Taff60, I’m a bit concerned about the advice you’ve been given here. Topping up is very much available on the Smart PAYG app.

 

More info on topping up via the Smart PAYG app below, taken from this FAQ:

 

How do I top up on PAYG Smart?

You can do it with your new Boost Top-up app once you’ve downloaded it, just like you topped up with the old one. You can also make payments online, or at any PayPoint shop with your Boost top-up card or by using the barcode in the app.

On PAYG Smart, you’ll need to start topping up your electricity and gas separately – you can choose how much credit you’d like to add to each.

 

Why haven’t you sent me a new top-up card?

The best thing about the Boost app is that you can manage and top up your energy from anywhere. You can also make payments at the shop using the in-app barcode. This is why we haven’t sent you a new top-up card – you can do it all in the app! If you’d prefer to have top-up cards, just give us a call and we’ll send them your way.

 

How do I add a new top-up card to my new app?

You only need to do this if you’re signing up for a new account.

If we only supply you with electricity:

  • Tap Manage Accounts
  • Click on Add Smart TopUp card
  • Select Electricity
  • Press Next
  • Enter your top-up barcode number into the box
  • Then press Save

If we only supply you with gas:

  • Tap Manage Accounts
  • Click on Add Smart TopUp card
  • Select Gas
  • Press Next
  • Enter your top-up barcode number into the box
  • Then press Save

If we supply you with gas and electricity:

  • Tap Manage Accounts
  • Click on Add Smart TopUp card
  • Select Electricity
  • Press Next
  • Enter your top-up barcode number into the box
  • Press Save
  • Then select Add Smart TopUp card again
  • Follow the same steps as for electricity to add your gas
  • Press Save

When you move from PAYG+ to PAYG Smart, your top-up cards are automatically added to your new app. If you have new cards, just follow the steps above to add them (from Add Smart TopUp card).

 

 

 

@Taff60 if any of this isn’t available to you, you can easily link to this thread in an email at: hello@boostpower.co.uk, or give us another call: 0330 1027517 or 0117 370 1041.

Userlevel 1

It is about the IHD not the phone app.  It is just that I was on Auto top up with the old system and thought that with the IHD it would tell me when I was low.

Userlevel 6
Badge +2

Ahh OK thanks for clearing that up, @Taff60.

 

Just to confirm, your real time balance will be available on your IHD6, if it’s working correctly. Your balance as of midnight that morning, will be available on the app, which you can use to top up. 

 

For you or anyone who isn’t able to get this from their IHD and app, it’s a problem our Support team need to fix....  

Userlevel 1

There is nothing on my IHD6 that shows anything at all to do with balance. All it shows is the amount used. The only thing that I can see that has anything to do with credit is that when you go to “Home” screen is that you get a scrolling message across the bottom of the screen that says “Emergency credit available”

 

Userlevel 1

Have been on the phone again. I have got a balance displayed on the screen if I switch the IHD6 off then switch it on. The balance is displayed for about 5 mins then reverts to the home screen and the only way I can get it back is to switch off and then switch on again.

Userlevel 6
Badge +2

What about when you try this, @Taff60?

 

 

Choosing Your Home Screen Layout

 

From SETTINGS you can also change the view of your home screen according to your personal preference by selecting HOME screen. This option will give you four different home screen layouts to choose from. Use the left and right arrows to scroll through the options. Once you have chosen the screen view you prefer, press SET to save the settings. 

 

 

 

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