Shell IHD problems

RobertofSuffolk

I asked for and received an IHD from Shell in June so given the posts earlier in the year it is quite clear that they knew at that time it would not work. I have been complaining to them ever since (now 24th November). They stopped answering my emails and complaints so I went through "Resolver". Since then I have had several messages from them which makes it quite clear that the different parts of Shell do not have the same information but in the end they say it is an industry wide problem but have offered me £50.00 compensation to close my complaint. I may as well accept this and then approach the regulator. I am also in the process of complaining to the Advertising Standards Authority because the industry body  still pushing the installation of smart meters is showing how wonderful the IHD will show real time usage while they must know that consumers will not get a working IHD. It is more about meeting Government targets and saving  money( no meter readers) than helping consumers.

[Deleted User]

The IHD is just a display that connects to a secure Home Area Network (HAN). What exactly are you seeing - or not seeing - on the IHD?

If you download and install the App BRIGHT can you see data?

Edit:

I should add that an IHD will only work if it is paired to the communications hub that sits atop your electricity meter. Only a supplier or a Registered DCC Other User can pair IHDs and CADs. If it difficult to understand why Shell is having problems when other suppliers are not. SMETS 2 meters; IHDs etc are supplier agnostic.

QrizB

Welcome to the forum.

Is your smart meter working as a smart meter, ie. are Shell getting readings from it? What model is it?

RobertofSuffolk said:

I asked for and received an IHD from Shell in June ... they say it is an industry wide problem but have offered me £50.00 compensation to close my complaint.

Personally, if your smart meter is working and you're just missing an IHD, I'd take the £50 and think about putting it towards a Hildebrand CAD or ivie Bud:

https://shop.glowmarkt.com/products/display-and-cad-combined-for-smart-meter-customers

https://ivie.co.uk/product/ivie-bud/

I may as well accept this and then approach the regulator. I am also in the process of complaining to the Advertising Standards Authority because the industry body  still pushing the installation of smart meters is showing how wonderful the IHD will show real time usage while they must know that consumers will not get a working IHD.

Complaining to either the regulator or the ASA is a waste of time IMHO, you have no grounds to complain. Just because yours doesn't work isn't evidence that "consumers will not get a working IHD"; most customers *do* get working IHDs.

[Deleted User]

Personally, if your smart meter is working and you're just missing an IHD, I'd take the £50 and think about putting it towards a Hildebrand CAD or ivie Bud:

It is unlikely to be the IHD as these devices are just simple displays. My guess is that it is a comms hub firmware issue: if it is, then third-party IHDs will not work as all devices connect to the same Home Area Network. If the supplier is getting readings via the Wide Area Network then an app like BRIGHT offers a partial solution.

Qn: For the OP - are you seeing the Zigbee strength icon on the IHD? If not, move your IHD closer to the comms hub. If this doesn’t work then talk to your supplier about IHD pairing.