Best answer by Eva_Boost
It sounds like you're talking about your In Home Display (IHD), this is the handheld device connected to your meters.
If your device is faulty, you'll need to send it back to us - we'll need to check what's wrong with it and try to repair it. If we can't repair it, we'll replace it.
We'll send you a free post sticker so you can return the device to us. If you haven't sent yours back yet, this could be what's causing a delay.
As Sophie said, send us a message on Facebook or Twitter with your name, DoB and account number. We'd be happy to look into this for you.
Hi the best thing to do if you are having no luck with calling is to email email@example.com or send a message through Facebook or Twitter and they should sort this for you please let us know how you get on