We've created a few handy in-home display (IHD) manuals covering the most widely-used devices in our customers' homes as well as the devices we install. These manuals show you how to use your IHD as well as including a troubleshooting guide, for any issues you may be experiencing. If you can’t find the guide for your IHD, please contact us and we'll be sure to add it to our to-do list.
What is an in-home display (IHD)?
Your IHD is a small device that comes with your smart meters. It basically acts as the display for your meters. You can take reads from this rather than the actual meters, and it also shows you information about your usage and your bills. These devices make it much more convenient to keep on top of your energy costs instead of crouching under the stairs to check your meter. There's also a tutorial built into some of our IHDs in case you need extra assistance.
What does it show?
The main use of your IHD is for you to keep an eye on how much energy you are consuming. It can show you current and past consumption figures, both in kilowatt hours (kWh) and in monetary terms. You can see daily, weekly and monthly consumption figures.
You can also see amounts for you past bills, information about your smart meters and your current tariff and account information. It won’t show any personal information.
Where should I keep my IHD?
Your IHD is there to be placed somewhere easily accessible for you to see. However, they do need to be within a relatively small distance from your meters in order to pick up a signal. This distance depends on a number of factors such as the number of walls between the meters and IHD, and the thickness of them. We suggest placing it within 10 metres of your smart meters but it will also show an error if it is unable to pick up a signal.
Do I get an IHD with my smart meter installation with So Energy?
Yes! If you get a smart meter installed with us, you will be provided with a handy IHD to get all the useful information mentioned above. We install two types of IHD called Chameleon and Geo. If you want a hand on how to use them, please view our manuals at the top of the page.
My IHD is no longer working, can you help fix it?
The most common issue we see with smart meters are their connectivity to the paired in-home display. Often these issues resolve themselves within 24 to 48 hours so do allow some time after your appointment has finished for the IHD to rectify itself.
Rest assured, if your IHD is not showing data, has lost connection or is waiting for data, it doesn’t mean your meters have lost supply, only that there are connectivity issues with the smart meters. As long as your smart meters are commissioned, your billing won't be effected and you will still be getting the benefits of those new smart meters.
To get on the way to solving any issues if they persist, the first step would be to check our IHD guides above which both contain troubleshooting guides, offering solutions to things we often see.
If you still can't seem to get it working, send us the following information to firstname.lastname@example.org and we'll try to resolve the issue as soon as we can:
- a photo of the screen showing the issue at hand
- how far away is the IHD from your electricity meter
- how far apart are your gas and electricity meters (if you're a dual-fuel customer)
In some cases, we may try and reboot your HAN (Home Area Network), the smart network that all your new smart devices communicate on which can take up to a few weeks. After which, we may ask you to reboot your device once that's complete.
Can I get a new IHD from So Energy if my smart meters were installed with another supplier?
Good news, you would have already been given an in-home display when your smart meters were installed, it just might be hidden somewhere at home. If you have a second generation smart meter (SMETS2), your IHD will display all of your So Energy tariff information and usage, even if it was installed by another supplier.
If you have a first generation smart meter, you can read more about the plan to 'wake-up' those meters here so don't worry if it doesn't work just yet.
Last updated: Thu, 17 Dec, 2020 at 3:32 PMPrint this page
Did you find it helpful?Send feedback