Smart Meter - IHD error, only showing £1.66

funkygal
funkygal Posts: 42 Forumite
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Hello,

I am with EDF, ever since I moved into my property last year, my IHD unit only shows £1.66.

It is a known error with EDF, see link https://www.edfenergy.com/for-home/help-centre/faq/showing-166. They have not been able to fix it, just keep asking me to do a hard reset but this never works, or I just go round in circles and they blame someone else or take weeks to reply. hence why I'm asking on here for some help.

The funny thing is, they can get my readings still and I get accurate bills, just can't view my usage on the IHD which I desperately want to do!

Does anyone else have this issue or know how to resolve it please?
«13

Comments

  • funkygal said:
    Hello,

    I am with EDF, ever since I moved into my property last year, my IHD unit only shows £1.66.

    It is a known error with EDF, see link https://www.edfenergy.com/for-home/help-centre/faq/showing-166. They have not been able to fix it, just keep asking me to do a hard reset but this never works, or I just go round in circles and they blame someone else or take weeks to reply. hence why I'm asking on here for some help.

    The funny thing is, they can get my readings still and I get accurate bills, just can't view my usage on the IHD which I desperately want to do!

    Does anyone else have this issue or know how to resolve it please?
    Several hundred thousand people at the moment, it has been a growing problem for about 18 months now. EDF have broken something in the back end of their system and have no intention of fixing it as they are changing their systems over the next two years so their attitude is that it will be fixed when everything moves to the new system. I have a complaint with the Ombudsman about this at the moment but I know it will not achieve anything, I am doing it to be somewhat difficult as EDF are choosing to be difficult by refusing to fix the issue.
  • The only control that the supplier has over the cost information displayed on an IHD is the tariff information sent to each of the meters. This can be checked on most IHDs or via the meter sub-menus (tariff matrix). 
  • Mstty
    Mstty Posts: 4,209 Forumite
    First Anniversary First Post Photogenic Name Dropper
    Download the bright or loop app and you can view your usage (it isn't live) but will help you out.


  • funkygal
    funkygal Posts: 42 Forumite
    Name Dropper First Post First Anniversary Combo Breaker
    Thanks for the swift responses!

    That's interesting, I did google the £1.66 error but couldn't find much. I have an ongoing complaint with EDF but they take so long to respond so I'm thinking of going down the Ombudsman route too.

    I do have the Hugo app which shows my usage, albeit, a day behind. 

    Just so frustrating, just want real time reads, ergh! 
  • funkygal said:
    Thanks for the swift responses!

    That's interesting, I did google the £1.66 error but couldn't find much. I have an ongoing complaint with EDF but they take so long to respond so I'm thinking of going down the Ombudsman route too.

    I do have the Hugo app which shows my usage, albeit, a day behind. 

    Just so frustrating, just want real time reads, ergh! 
    Just be aware. Suppliers are not responsible for the communications hubs that provide data to the IHD. This responsibility has been retained by the network operator: the DCC. Meter and device manufacturers are responsible for their meters/devices and for firmware updates.

    There is nothing that a supplier controls within the smart meter system other than its Adapter (the software that it uses to connect its billing system to the network). If it is a communications hub firmware issue, then all suppliers have to wait for the device manufacturer to roll out a firmware update.
  • victor2
    victor2 Posts: 7,595 Ambassador
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    @funkygal , you could try the Bright app. It's not as instant an update as the IHD, but might get the correct rates.

    I’m a Forum Ambassador and I support the Forum Team on the In My Home MoneySaving, Energy and Techie Stuff boards. If you need any help on these boards, do let me know. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com. 

    All views are my own and not the official line of MoneySavingExpert.

  • funkygal
    funkygal Posts: 42 Forumite
    Name Dropper First Post First Anniversary Combo Breaker
    edited 25 October 2023 at 9:41PM
    funkygal said:
    Thanks for the swift responses!

    That's interesting, I did google the £1.66 error but couldn't find much. I have an ongoing complaint with EDF but they take so long to respond so I'm thinking of going down the Ombudsman route too.

    I do have the Hugo app which shows my usage, albeit, a day behind. 

    Just so frustrating, just want real time reads, ergh! 
    Just be aware. Suppliers are not responsible for the communications hubs that provide data to the IHD. This responsibility has been retained by the network operator: the DCC. Meter and device manufacturers are responsible for their meters/devices and for firmware updates.

    There is nothing that a supplier controls within the smart meter system other than its Adapter (the software that it uses to connect its billing system to the network). If it is a communications hub firmware issue, then all suppliers have to wait for the device manufacturer to roll out a firmware update.
    Ok, so basically, EDF can't do much for me?
  • MattMattMattUK
    MattMattMattUK Posts: 8,648 Forumite
    First Anniversary First Post Name Dropper
    edited 4 January 2023 at 11:17AM
    Dolor said:
    funkygal said:
    Thanks for the swift responses!

    That's interesting, I did google the £1.66 error but couldn't find much. I have an ongoing complaint with EDF but they take so long to respond so I'm thinking of going down the Ombudsman route too.

    I do have the Hugo app which shows my usage, albeit, a day behind. 

    Just so frustrating, just want real time reads, ergh! 
    Just be aware. Suppliers are not responsible for the communications hubs that provide data to the IHD. This responsibility has been retained by the network operator: the DCC. Meter and device manufacturers are responsible for their meters/devices and for firmware updates.

    There is nothing that a supplier controls within the smart meter system other than its Adapter (the software that it uses to connect its billing system to the network). If it is a communications hub firmware issue, then all suppliers have to wait for the device manufacturer to roll out a firmware update.
    In this instance it is slightly more complicated, EDF did something, they will not say exactly what, but it ended up disconnecting a lot of IHDs. They also broke the system to enroll new IHDs, so I have three IHDs, one was previously connected and worked, the other two are new, however on the page you have to go to on the EDF site to self enroll your new meter it is unable to recognise any account numbers and they have the same problem internally. The smart data is available via their website and Bright, but they are unable to connect an IHD due to a backend problem that they are aware of and have refused to fix for over a year. 

    The fact they caused the problem, know what it is and they have refused to fix it for more than a year is why I am taking them to the ombudsman. 
  • Dolor said:
    funkygal said:
    Thanks for the swift responses!

    That's interesting, I did google the £1.66 error but couldn't find much. I have an ongoing complaint with EDF but they take so long to respond so I'm thinking of going down the Ombudsman route too.

    I do have the Hugo app which shows my usage, albeit, a day behind. 

    Just so frustrating, just want real time reads, ergh! 
    Just be aware. Suppliers are not responsible for the communications hubs that provide data to the IHD. This responsibility has been retained by the network operator: the DCC. Meter and device manufacturers are responsible for their meters/devices and for firmware updates.

    There is nothing that a supplier controls within the smart meter system other than its Adapter (the software that it uses to connect its billing system to the network). If it is a communications hub firmware issue, then all suppliers have to wait for the device manufacturer to roll out a firmware update.
    In this instance it is slightly more complicated, EDF did something, they will not say exactly what, but it ended up disconnecting a lot of IHDs. They also broke the system to enroll new IHDs, so I have three IHDs, one was previously connected and worked, the other two are new, however on the page you have to go to on the EDF site to self enroll your new meter it is unable to recognise any account numbers and they have the same problem internally. The smart data is available via their website and Bright, but they are unable to connect an IHD due to a backend problem that they are aware of and have refused to fix for over a year. 

    The fact they caused the problem, know what it is and they have refused to fix it for more than a year is why I am taking them to the ombudsman. 
    Comms hubs establish 2 distinct networks: the Home Area Network and the Wide Area Network. The gas meter and the IHD connect to the HAN. The supplier communicates with your comms hub via the WAN: as does BRIGHT. There is no ‘backend’ solution as such that a supplier can deploy to fix your HAN. By the sound of it, you may have a comms hub firmware issue that the DCC will take forward, or an IHD firmware issue that the device manufacturer will fix with a firmware update that your supplier will deploy.

    As far as commissioning is concerned, any supplier or Register DCC Other User can pair an IHD to your comms hub. 


  • Dolor said:
    Dolor said:
    funkygal said:
    Thanks for the swift responses!

    That's interesting, I did google the £1.66 error but couldn't find much. I have an ongoing complaint with EDF but they take so long to respond so I'm thinking of going down the Ombudsman route too.

    I do have the Hugo app which shows my usage, albeit, a day behind. 

    Just so frustrating, just want real time reads, ergh! 
    Just be aware. Suppliers are not responsible for the communications hubs that provide data to the IHD. This responsibility has been retained by the network operator: the DCC. Meter and device manufacturers are responsible for their meters/devices and for firmware updates.

    There is nothing that a supplier controls within the smart meter system other than its Adapter (the software that it uses to connect its billing system to the network). If it is a communications hub firmware issue, then all suppliers have to wait for the device manufacturer to roll out a firmware update.
    In this instance it is slightly more complicated, EDF did something, they will not say exactly what, but it ended up disconnecting a lot of IHDs. They also broke the system to enroll new IHDs, so I have three IHDs, one was previously connected and worked, the other two are new, however on the page you have to go to on the EDF site to self enroll your new meter it is unable to recognise any account numbers and they have the same problem internally. The smart data is available via their website and Bright, but they are unable to connect an IHD due to a backend problem that they are aware of and have refused to fix for over a year. 

    The fact they caused the problem, know what it is and they have refused to fix it for more than a year is why I am taking them to the ombudsman. 
    Comms hubs establish 2 distinct networks: the Home Area Network and the Wide Area Network. The gas meter and the IHD connect to the HAN. The supplier communicates with your comms hub via the WAN: as does BRIGHT. There is no ‘backend’ solution as such that a supplier can deploy to fix your HAN. By the sound of it, you may have a comms hub firmware issue that the DCC will take forward, or an IHD firmware issue that the device manufacturer will fix with a firmware update that your supplier will deploy.

    As far as commissioning is concerned, any supplier or Register DCC Other User can pair an IHD to your comms hub. 
    It is this part of the EDF system which they have broken, it refuses to recognise a large percentage of their account numbers so you cannot pass verification, the same happens if they try to do it themselves on the internal system, it says that the account numbers are invalid despite them working correctly everywhere else. I have had two engineer visits and both have said that the HAN is correctly configured and that they do not understand why EDF keep sending engineers as they know what the problem is and it is entirely to do with the EDF commissioning system being broken. EDF said that I would be able to connect a third party IHD successfully if I bough one myself and had it connected separately (eg. not via EDF), but the issue was with their system and the enrolment of IHDs so in this situation the issue is with EDF's backend systems. 

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