Smart meter not showing electricity usage

Old_watsonian

Our gas and electricity supply was taken over by Shell at the end of September 2021. We have Smart meters for both fuels. For the last year the in home display (IHD) has shown the gas usage but not the electricity. Despite numerous emails and a couple of telephone conversations to Shell, nothing has been done to either replace or fix the IHD. Finally, today, I had a phone call from Shell who admitted it is a nationwide fault and their technicians do not know how to resolve it.
I was told that although the "smart!"meter will speak to Shell it cannot communicate with the IHD and they have no fix date. Very frustrating especially when it was the government pushing for the things to be installed in every household in the first place!

EssexHebridean

The meter itself is fine and sending readings though, yes?

it’s extremely unlikely that your supplier will be in the least bothered about sorting out or replacing the IHD so to be honest I’d be inclined to not waste too much more energy on that. How about using one of the apps that can get the information from the meters and show you how much you’re using - a lot of people on here recommend Bright. 

superstylin

I'm with So Energy and am in the same situation. Smart meter works to send readings but IHD only shows gas usage. I've been on to So Energy a couple of times now who 'escalate' the matter to their technical team and I hear nothing else. I've given up now.