We’d like to remind Forumites to please avoid political debate on the Forum.
This is to keep it a safe and useful space for MoneySaving discussions. Threads that are – or become – political in nature may be removed in line with the Forum’s rules. Thank you for your understanding.
IHD was not commission when installed, new supplier asking me to buy a replacement.
Hi all,
My previous supplier installed a smart meter for me, but the IHD (In-Home Display) was never commissioned. At the time, the installation engineer told me not to worry about the IHD and to request the supplier’s own device instead, which would allow me to check readings via their app.
I’ve since changed supplier, and my new supplier doesn’t provide their own device. I contacted them about the IHD, and they confirmed it was never commissioned at installation. They’ve also said that as it’s now outside the 12-month warranty period, I need to buy a replacement device (the ivie Bud).
I’m now confused about my rights and who is actually responsible under the current regulations.
Should I be complaining to my old supplier for failing to commission the IHD, especially as I was advised by their installation engineer to rely on their own device instead?
I don’t have written proof of this, as the advice was given in person during the installation.
Or should I be pursuing my new supplier to resolve this?
Does the new smart meter/IHD legislation from Feb 2026 help in this situation?
Any advice would be much appreciated. Thanks in advance.
Comments
-
In reality, you would have been best to have pushed to get the IHD commissioned originally, however, hindsight is a wonderful thing! Unfortunately now you are almost certainly going to have to go down the route of buying one if you really feel you need it. Your current supplier isn't likely to provide it as they didn't install the meter, I suspect.
You could certainly try a complaint to your old supplier - although I can't see it being likely to succeed. You have nothing to lose by trying though!
🎉 MORTGAGE FREE (First time!) 30/09/2016 🎉 And now we go again…New mortgage taken 01/09/23 🏡
Balance as at 01/09/23 = £115,000.00 Balance as at 31/12/23 = £112,000.00
Balance as at 31/08/24 = £105,400.00 Balance as at 31/12/24 = £102,500.00
£100k barrier broken 1/4/25
Balance as at 31/08/25 = £ 95,450.00. Balance as at 31/12/25 = £ 91,100.00
SOA CALCULATOR (for DFW newbies): SOA Calculatorshe/her0 -
Not sure I understand…
Your old supplier installed a smart meter
But could not commission the IHD - where did that IHD come from?
The old supplier engineer told you to get an IHD from that supplier - but you didn't do so - how long ago was that?
0 -
Let me guess. Was your old supplier Octopus Energy?
0 -
I suspect that the old supplier was Octopus - and the device in question was the Octopus Mini. The OP has now switched supplier so the Mini no longer works, leaving them without an IHD.
🎉 MORTGAGE FREE (First time!) 30/09/2016 🎉 And now we go again…New mortgage taken 01/09/23 🏡
Balance as at 01/09/23 = £115,000.00 Balance as at 31/12/23 = £112,000.00
Balance as at 31/08/24 = £105,400.00 Balance as at 31/12/24 = £102,500.00
£100k barrier broken 1/4/25
Balance as at 31/08/25 = £ 95,450.00. Balance as at 31/12/25 = £ 91,100.00
SOA CALCULATOR (for DFW newbies): SOA Calculatorshe/her2 -
Just a guess, but if the previous supplier was Octopus then the OP was probably advised to ask for the Octopus Mini which provided data to their app.
Once they left Octopus that would have stopped working.
Octopus cannot commission the IHD as they are no longer their supplier and after 12 months there is no warranty anyway.
0 -
tagging along on this as we recently had our meters replaced and an IHD provided. The engineer did try to set it up but it was taking so long he said in the end that we'd likely get the readings on it after 24 hours or so. We did get the electric readings but nothing for gas and I've no idea how to deal with that to make it work. That said, I don't know why we need an IHD as I'm not going to be looking at it and thinking "oh that reminds me I must turn off lights when I leave a room and I shouldn't leave all the burners on the gas stove top on full all day".
So = is there a reason I need one to work properly? I'd only want it if it meant I could get a lower tariff or similar.I’m a Forum Ambassador and I support the Forum Team on Debt Free Wannabe, Old Style Money Saving and Pensions 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.
Click on this link for a Statement of Accounts that can be posted on the DebtFree Wannabe board: https://lemonfool.co.uk/financecalculators/soa.php
Check your state pension on: Check your State Pension forecast - GOV.UK
"Never retract, never explain, never apologise; get things done and let them howl.” Nellie McClung
⭐️🏅😇🏅🏅🏅🏅🏅🏅0 -
Should I be complaining to my old supplier for failing to commission the IHD, especially as I was advised by their installation engineer to rely on their own device instead?
I agree with EssexHebridean that the time to complain to your old supplier was when they were still your supplier. Now they're no longer your supplier, they don't have access to your meter to commission the IHD.
I'm assuming your old supplier was Octopus, and they supplied you with their Octopus Home Mini device that nly works with Octopus's systems?
Does the new smart meter/IHD legislation from Feb 2026 help in this situation?
Not really, no. Ofgem requires your new supplier to make IHDs available to buy, and they've given you that oportunity.
N. Hampshire, he/him. Octopus Intelligent Go elec / Fuse gas / Vodafone BB / iD mobile. Kirk Hill Co-op member.Economy 7 cap explainer. Gas vs E7 vs peak elec heating costs, Ecoflow Stream, Best kettle :-)
2.72kWp PV facing SSW installed Jan 2012. 11 x 247w panels, 3.6kw inverter. 37 MWh generated, long-term average 2.6 Os.1 -
FWIW,
This was the situation I found myself in, IHD never commisioned at meter installation. After several switches between suppliers I asked my current supplier if they would look into it for me.
They took a couple of days when the device sat " waiting......…" but eventually it started to display meter information.
The moral of the story..... it CAN be done, it just depends how much effort the smart metering team are prepared to put in for their customers.
2 -
I suspect the best the OP could hope for by a complaint to the old supplier is a £50 goodwill payment which would cover the cost of the replacement IHD.
🎉 MORTGAGE FREE (First time!) 30/09/2016 🎉 And now we go again…New mortgage taken 01/09/23 🏡
Balance as at 01/09/23 = £115,000.00 Balance as at 31/12/23 = £112,000.00
Balance as at 31/08/24 = £105,400.00 Balance as at 31/12/24 = £102,500.00
£100k barrier broken 1/4/25
Balance as at 31/08/25 = £ 95,450.00. Balance as at 31/12/25 = £ 91,100.00
SOA CALCULATOR (for DFW newbies): SOA Calculatorshe/her1 -
No, you don't need it. Unplug it and put it away.
1
Confirm your email address to Create Threads and Reply
Categories
- All Categories
- 355.7K Banking & Borrowing
- 254.9K Reduce Debt & Boost Income
- 456.1K Spending & Discounts
- 248.3K Work, Benefits & Business
- 605.9K Mortgages, Homes & Bills
- 179K Life & Family
- 263.7K Travel & Transport
- 1.5M Hobbies & Leisure
- 16.2K Discuss & Feedback
- 37.7K Read-Only Boards