Is my New IHD Broken?

JohnSwift10

Latest from BG I have to wait at least 14 days before I can contact them again.

What I have done:

1. I am pleased to inform you that I have raised this matter with our specialist team. Once there is any update from them, I will keep you posted promptly via email. Please be assured that your case is receiving their full attention, and we are committed to ensuring everything is resolved smoothly and to the high standard you expect.

What we need from you:

1. I kindly request that you wait until we receive further updates from our specialist team. Please be assured that your case is receiving their full attention.

What I'll do:

1. I will keep you posted every 14 days regarding the progress via email.

JohnSwift10

I got a new smart gas and new smart electricity meter fitted on 18th May and the IHD has never worked.

I informed BG and was told they would look into it.

After 3 weeks I am told they are still looking into it and it could take 35 days to work.

My neighbour got new smart meters fitted this morning and their IHD is working perfectly.

Same meter types, same IHD and same supplier,.

So why is mine not working?

Netexporter

Is the relative positioning of the meters and the IHD similar. Are the houses of the same construction?

p00hsticks

When you say it doesn't work, exactly what do you mean?.

If it comes up with a message saying something like 'not commissioned' it means that it's not been correctly linked to the hub.

QrizB

For info, OP has a previous thread which contains all the history.

https://forums.moneysavingexpert.com/discussion/6669276/is-my-new-ihd-broken

It would probably have been better to continue there.

squirrelpie

It would probably have been better to continue there.

Agreed.

I don't know why yours isn't working but I think all you can do is wait until the 35 days are up and then chase them again. I trust you have already made a formal complaint to them, because it's 8 weeks after you do that you can take it to the Ombudsman.

Ectophile

Mine's never worked either. They need to be paired to the comms hub to pick up the readings. If that's not done correctly by the installer,it won't work.

If I turn on my one, it manages to pick up the time and shows a signal. But it never gets any readings.

Swipe

Yes, in most cases it comes down to an installer who couldn't get through to your energy supplier at the time and couldn't be bothered to keep trying and likely more concerned about moving on to their next appointment.

JohnSwift10

This is what it has been since it was plugged in on the 18th May

QrizB

^ You've got two bars of signal and the correct time, so your IHD is connecting to the comms hub perfectly well. Looks like BG need to tweak settings at their end and get them sent through the DCC.