NEW upgraded Octopus "In Home Display"

MouldyOldDough

Left IHD plugged in for last 24 hours with no effect

Display shows "NOT CONNECTED" on display

Presumably this means not commissioned ? because it is feet away from the meter..

Try as I might - I am unable to get a response from anyone in power at octopus (only the individual who caused this in the first place answers)

I have copied in 'greg@octopus.energy' and 'issueresolution@octopus.energy' to no effect either.....

Ildhund

Run the n3rgy utility to see what error comes up for the IHD: n3rgy data Smart Meter check. Put in your MPAN, tick the tiny confirmation box and click Check meter.

(You can safely ignore any warnings about missing firmware updates or expired certificates - they don't seem to affect the network functionality.) 

MouldyOldDough

Ildhund said:

Run the n3rgy utility to see what error comes up for the IHD: n3rgy data Smart Meter check. Put in your MPAN, tick the tiny confirmation box and click Check meter.

(You can safely ignore any warnings about missing firmware updates or expired certificates - they don't seem to affect the network functionality.) 

Under IHD 
Gives:

In-Home-Display (Energy Supplier responsibility)
Device Type: PPMID
Manufacturer: GEO [1090]
Model: unknown [00070100]
Firmware Certified: 19/08/2022
Firmware Age: 3 [05100000] (number of newer versions available)
Security Expiry Date: None
 - Warning: Device Configuration has not been completed [WHITELISTED]

Ildhund

I'm no expert in these things. I think that means that the supplier has recognized the IHD and logged its GUID, but it remains to be paired to the meter. That's a job for customer service, and it usually involves a process where you have to sit by the device while they do their stuff.

MouldyOldDough

Ildhund said:

I'm no expert in these things. I think that means that the supplier has recognized the IHD and logged its GUID, but it remains to be paired to the meter. That's a job for customer service, and it usually involves a process where you have to sit by the device while they do their stuff.

I give up

My Octopus contact told me - to leave the device plugged in and near the elec meter

Did that for last 24 hours and evidently - it is not near enough the meter to connect

it is in the living room - around 12 feet from the meter and the previous IHD worked fine at this distance

We have no more spare sockets

tim_p

Extension lead to get it nearer for a day or two?

Spoonie_Turtle

MouldyOldDough said:

Ildhund said:

I'm no expert in these things. I think that means that the supplier has recognized the IHD and logged its GUID, but it remains to be paired to the meter. That's a job for customer service, and it usually involves a process where you have to sit by the device while they do their stuff.

I give up

My Octopus contact told me - to leave the device plugged in and near the elec meter

Did that for last 24 hours and evidently - it is not near enough the meter to connect

it is in the living room - around 12 feet from the meter and the previous IHD worked fine at this distance

We have no more spare sockets

Possibly because the original one will have been paired/commissioned (whatever it is that needs doing) by the meter installer right by the meter.  The instructions for the Home Mini say to set it up right near the meter at first too, so it wouldn't be surprising if the same applies to the IHD.

Ildhund

MouldyOldDough said:
I give up

My Octopus contact told me - to leave the device plugged in and near the elec meter

Please don't give up. Sorry, but it's not clear whether he told you this before or after you'd asked him to pair the new IHD with your meter: "... it usually involves a process where you have to sit by the device while they do their stuff." If pairing hasn't been initiated, you can wait till Christmas and nothing will change.

MouldyOldDough

Ildhund said:

MouldyOldDough said:
I give up

My Octopus contact told me - to leave the device plugged in and near the elec meter

Please don't give up. Sorry, but it's not clear whether he told you this before or after you'd asked him to pair the new IHD with your meter: "... it usually involves a process where you have to sit by the device while they do their stuff." If pairing hasn't been initiated, you can wait till Christmas and nothing will change.

He just told me to plug it in and wait !!

But how long do I wait for ?

Surely - they can set up an IHD remotely, so it just needs a momentary connection to get set up ?

What data does it need from the meter ?

Ildhund

Pairing is a bit like hedgehogs mating - with great care. I've no idea what it involves.

A question I should have asked earlier - do you see the mobile-phone-like signal-strength bars in the top left hand corner of the display? And do you see the current time in the top right-hand corner? These will indicate whether the IHD is in fact connected to the meter and getting data from it.

There are many different models of Geo IHDs, so it's not easy to look for information when we don't know which model you have. You may be able to find a user manual if you can spot your particular model on this Geo page: Support : Product Support (click Smart Meter Displays to see the various offerings).