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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!! :)

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Best answer by Tim_Boost 30 April 2021, 10:06

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Userlevel 6
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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
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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:

 

 

If your IHD looks like the one above, you have a Chameleon IHD6. But this info below applies to the Pipet IHD, the Chameleon IHD3 and IHD3, and for Secure Liberty S1 smart meters and the Aclara S2 smart meter.  

 

To help the Support team work 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.

 

 

In Home Display FAQs:

 

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.

 

Troubleshooting issues with PAYG Smart and your SMETS1 meter

 

Do I have a SMETS1 or SMETS2 meter? How can I tell the difference?

 

A SMETS1 meter has a meter keypad with numbers, and a red and blue A and B button. 

 

If you have a SMETS2 smart meter, it’ll just have the 2 red and blue buttons, but no keypad. 


 

Why isn’t my top up showing on my meter or IHD?

 

It’s normal for smart meters to lose signal from time to time, just like mobile phones. This means it might take longer than usual for your top-up to show up as energy credit. It shouldn’t take more than an hour to see your top-ups on your meter, but you can always add them manually too. Read on for more info. 


 

How do I top up my SMETS1 meters manually?

 

After making a payment, it takes up to 30 minutes (for electricity) and 60 minutes (for gas) for the money to show on your meter. If it doesn’t, you can give it a little push.

 

For this, you’ll need the 20-digit code on your PayPoint receipt. This is why it’s always best to keep your receipts safe.

 

  • Press on your gas or electricity meter

  • Enter the code from your receipt

  • Tap B to confirm and it’s all done!

 

If you top up online or via your app, PayPoint will either email them to you or send them via text.

 

If you’ve lost power and your top-up takes your balance above £0, your meter will start doing safety checks. If it detects gas, the power won’t switch on, so make sure all gas appliances are off before trying to reconnect. If the meter has disconnected, you can reconnect it by pressing AAB (SMETS1) or holding and B at the same time (SMETS2).

 

Why did my SMETS1 meter cut out without using emergency credit first? 


 

1. Activate your emergency credit using your IHD

When your balance drops below £5, your IHD will flash and tell you that you can activate the emergency credit. If you don’t, it’ll then flash again when your balance is below 50p:

 

  • Navigate to the main menu

  • Click on Account

  • Press the  emergency credit button

 

(You’ll find more detailed information on what to do in your IHD booklet.)

 

2. Activate your emergency credit using your meter:
 

  • Press the 7 on the keypad

  • You’ll see a message saying EC OFFER – tap A to accept the emergency credit or B to ignore

  • Then tap B to confirm

  • By pressing 7 you’ll see whether the credit has been activated – it’ll tell you EC SELECTED

 

Troubleshooting issues with PAYG Smart and your SMETS2 meter

 

Do I have a SMETS1 or SMETS2 meter? How can I tell the difference?

 

You can tell if you’ve got a SMETS1 meter, as it will have a meter keypad with numbers, and a red and blue A and B button. 

 

If you have a SMETS2 smart meter, it will just have the 2 red and blue buttons, keypad. 

 

Why isn’t my top up showing on my SMETS2 meter or IHD?

 

Smart meters can stop communicating with us for a number of reasons. If your top-up hasn't appeared on your meter, follow the instructions below to add your credit manually.. 


 

How do I top up my SMETS2 meters manually?


There are 2 ways:

 

1. Using your IHD – this is the easiest and fastest way:

  • Tap the menu icon at the bottom right of the screen

  • Press Top-Up

  • Choose the fuel you want to top up

  • Press OK

  • Enter your PayPoint code

  • Tap OK

  • The IHD will then confirm that your money has been added to your meter

 

2. Using your meter
 

For electricity:

  • Press A on your meter until you see Enter Top Up Code

  • Press and hold A to begin typing 

  • Enter your code using the A and B buttons to navigate through the digits

  • Press and hold B when complete

  • The meter will show you one of these messages: Top Up accepted or Invalid

  • Press A to continue

 

For gas:

  • Press C on your gas meter to enter the menu

  • Using and B, scroll to Prepayment and press C

  • Tap A and B until you see New Payment

  • Press to select it

  • Use A and B to enter your code

  • Tap C again

 

If you’ve lost power and your top-up takes your balance above £0, your meter will start doing safety checks. If it detects gas, the power won’t switch on. If the meter has disconnected, you should be asked to press any button following a top-up to trigger a reconnection.

 

Why did my SMETS2 meter cut out straight away without warning? Where is my emergency credit?

 

1. Activate your emergency credit using your IHD:

If your balance drops below £5, the IHD will tell you that your emergency credit is available:
 

  • Press the menu button

  • Tap E-Credit

  • Select the fuel you want emergency credit for (gas or electricity)

  • Press OK

  • The IHD will confirm your request

  • You’ll see Emergency credit in use next to the fuel you’ve added it to

 

2. Activate your emergency credit using your meter

 

For electricity:

If your balance goes below £0, your meter will say EMC available:

 

  • Press A to cancel or B to activate it

  • You should now see 2 emergency credit balances. The first is how much emergency credit you have left and the second shows how much has already been accepted

  • If you select the emergency credit, you’ll see an EC sign on the display at the bottom-right corner

 

For gas:

  • Press any button on your gas meter to wake up the screen

  • If you have any emergency credit available, you’ll see an EC logo on the screen, next to the signal bar icon

  • Press C to enter the menu and B to scroll to Prepayment

  • Tap C to enter

  • Press B to scroll down to the Emerg. Credit option, then C to enter

  • If the status says Available, press C to accept the £5 emergency credit (you should hear a beep sound and the status should change to In-Use)

  • You can check your emergency credit balance by going through the same menu options until you see Limit and Remaining

@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.

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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
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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
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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
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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. 

 

 

 

Userlevel 1

Terrible service. Have you tried this? Have you tried thar? Why don’t your in home displays work? Mine hasn’t since it was installed. Why is it up to the customer who pays you to fix it? It’s not its up to you boost. Sort your customer service out and sort your in home displays out. I shall be calling to make a complaint in the morning. 

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