IHD6 SMETS2 Smart Meter displays incorrect tariff

Aceace

I have one of these Smart meters from Octopus. The tariff and standing charge for electricity displayed on the IHD does not agree with that in my Octopus online account. No tariff is shown for the Gas; it says "Waiting for tariff" and "Waiting for standing charge". Its been like this since it was installed over 3 months ago. 

Multiple calls to Octopus customer support have proved fruitless. They say:

• "The tariffs are different because one includes VAT and the other doesn't". The difference isn't 5% so this can't be the reason, and it doesn't address the missing gas tariffs. 
• "Reset the IHD and wait a few days and all will be fixed". Tried this multiple times without improvement. 
• "We'll tinker with things our end and it will be fixed within a couple of weeks". This never works. One time they tried this the gas account disappeared altogether from the IHD and it took ages to get it back. 
• "The numbers on the display will vary because you're on a flexible tariff". The numbers don't vary, they are just wrong.
• "Our IHDs are rubbish". Ok, but surely they can't have been designed to be deliberately incorrect! 

Has anyone else checked whether the tariff on their display matches,  or even has some known relationship to, the tariffs in their online accounts? 
Does anyone with technical knowledge of these displays know how to fix this? 
It is permanently connected to the meter via WiFi, and does seem to correctly display unit usage, including displaying when my solar panels are outputting generated energy to the grid. 

[Deleted User]

Aceace said:

I have one of these Smart meters from Octopus. The tariff and standing charge for electricity displayed on the IHD does not agree with that in my Octopus online account. No tariff is shown for the Gas; it says "Waiting for tariff" and "Waiting for standing charge". Its been like this since it was installed over 3 months ago. 

Multiple calls to Octopus customer support have proved fruitless. They say:

• "The tariffs are different because one includes VAT and the other doesn't". The difference isn't 5% so this can't be the reason, and it doesn't address the missing gas tariffs. 
• "Reset the IHD and wait a few days and all will be fixed". Tried this multiple times without improvement. 
• "We'll tinker with things our end and it will be fixed within a couple of weeks". This never works. One time they tried this the gas account disappeared altogether from the IHD and it took ages to get it back. 
• "The numbers on the display will vary because you're on a flexible tariff". The numbers don't vary, they are just wrong.
• "Our IHDs are rubbish". Ok, but surely they can't have been designed to be deliberately incorrect! 

Has anyone else checked whether the tariff on their display matches,  or even has some known relationship to, the tariffs in their online accounts? 
Does anyone with technical knowledge of these displays know how to fix this? 
It is permanently connected to the meter via WiFi, and does seem to correctly display unit usage, including displaying when my solar panels are outputting generated energy to the grid. 

The only people that can update the tariffs in your smart meters are the supplier. The IHD displays what is loaded into the ESME and GSME. If you haven’t done so already, then contact smart@octopus.energy for advice.

FWiW, I am an Octopus customer. My IHD shows the correct tariff information but the total cost for electricity is out by 4p and the gas cost does not include the DSC. I use BrightApp to get accurate daily costs. 

Out-of-interest, if you have WNC SKU1 comms hub or a Honeywell meter, both boxes are waiting for the rollout of updated firmware.

[Deleted User]

This also explains what is going on to solve these types of issue. Thanks to matroderick;

Quote: Meters ‘falling off’ the HAN is a known firmware issue, you might find some references to it as “HAN stability” issues. Sometimes they re-connect after days or weeks, other times they don’t and require a power cycle (main fuse pull by an engineer visit). One meter manufacturer released a firmware update that ‘reboots’ the meter nightly to try to manage the issue. From what I gather it’s a complex series of issues (not simply a meter problem) and DCC did a large firmware update of all their comms hubs at the end of last year (which might still be going now) which addressed a number of the causes of instability. Meters will also likely require firmware updates to address more.

From what I recall the smart meter zigbee channel is selected at install automatically hunting for the clearest channel. There might be a way of re-triggering this “in life” but I’m pretty sure it’s not a standard service accessible by the supplier let alone a consumer (i’d have to re-read the specs again which I’m not going to).

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