In Home Display

Poohbearz

Hi
Looking for some advice if possible. Had smart maters installed back in November, all fine i could look at the in-home-display and top up accordingly via app with no issues, but back in April my gas showed £18.95, but water was cold, no heating etc, called gascall engineer said gas was off supply, i topped up via app, engineer reset meter, gas back on but display still says the £18.95 and is still like that to this day. I've called my supplier (scottish power) 4 times now, with zero positive outcome, even they say your balance is currently at £18.95
 i know these display unit aren't really needed as the companies all state best to keep updated via their apps etc but for me i want my display to work as for the gas meter is too low down for me ( as disabled)  to top up using the UTRN code
 and the in-house- display unit doesn't allow me this option for the gas either (electric does) 
supplier said last week "i can't raise a job ticket till 2 months has passed which would be the 7th July" 
should i wait? 
i don't want to change supplier as been with them since 2011 (I'm also on their vulnerable list, i also asked if they could come out and put my meter higher up, but was told to find out who my DNO was and ask them?? 
sorry for the long message but hoping someone can advise on my next step. Thankyou in advance

[Deleted User]

The in House Display (IHD) gets its data from the communications hub via what is known as a Home Area Network (HAN). The gas meter connects to the communications hub using the same local network. 

By the sound of it, the HAN connection to your IHD is working. Sadly, this appears not to be the case with regard to your gas meter. It is possible that this is the result of a meter firmware update issue. What you and the supplier are seeing is what has been stored on the gas proxy meter built into the communications hub.

Suppliers are responsible for your smart meters but often there is very little that they can do. The Data Communications Company is responsible for all communications hubs and the network, and meter manufacturers are responsible for all meter firmware updates. All you can do is raise a complaint with your existing supplier or switch to a more pro-active supplier like Octopus.

With respect to moving your meter, the link below outlines your rights:

https://www.citizensadvice.org.uk/consumer/energy/energy-supply/your-energy-meter/move-your-gas-or-electricity-meter/

petejay

My home display unit doesn’t give any info.
Could it be too far from my meters?

mmmmikey

petejay said:

My home display unit doesn’t give any info.
Could it be too far from my meters?

Hi, yes that is possible, you can try moving it closer. It does sometimes take a few days for the display to start working after it's installed, so if you have a new meter then this could also be the issue. Any more questions, just ask :-)

EssexHebridean

Try moving it closer to the electricity meter - as that is where the communications hub will be situated. Hopefully that will sort it!