Why does my energy bill not match my In-Home Display (IHD)?
Your IHD calculates your consumption using your current tariff’s unit rate and daily standing charge. It doesn’t take into consideration any VAT, discounts or debt repayments, which are included on your bill. If your IHD unit rates do not match what’s shown on your bill, this is normally due to a recent price or product change.
If we experience temporary communication issues with your smart meter, your IHD unit will continue to display energy usage but this may not be reflective of any recent price or product change. Please allow up to 7 days for these changes to be reflected on your IHD.
Why have I just received an email asking me to provide meter readings when I have a smart meter?
This can sometimes occur whilst your account is still being updated with your new smart meter information. Once your account has been updated these requests will stop, and your regular bill will be generated based on readings from your smart meter.
However, there may be times when we are unable to communicate with your smart meter remotely and we may contact you to request manual reads or have to rely on an estimate.
If you require any help reading your smart meter, please click here.
Why has a meter reader come to my home to take a reading when I have a smart meter?
Sometimes our meter readers may visit your home if your account is still being updated with your new smart meter information. Once your account has been updated, you should no longer expect visits from our meter readers.
However, there may also be times when we are unable to communicate with your smart meter remotely and we may contact you to request manual reads or have to rely on an estimate.
Why have I received an estimated bill when I have a smart meter?
There are two reasons why this can happen:
• The first bill you receive after the installation of your smart meter may still show estimated meter readings if your bill was created before or around the time your installation. Once our system fully updates with your new smart meter, all future bills will be based on accurate readings.
• Your meter sends us your latest readings through the mobile phone network. If there has been an interruption in the mobile signal and we’ve been unable to obtain an actual reading, then we will need to estimate your bill. This will normally be corrected on your next bill.
How are my smart consumption graphs calculated?
Your smart consumption graphs calculate your energy consumption by taking the reading we have for the current time period e.g. today, and we then subtract the previous reading we have e.g. yesterday, to give us your usage for that period.
In the day view, why does only one day have consumption while the rest have none?
This normally happens when you’ve changed your meter read frequency from monthly to daily or half-hourly. Previously we were only receiving a reading from your smart meter(s) once per month and so we would apply your monthly usage on the day that we received your latest reading. From the day that your meter read frequency was updated, you should begin to see a greater level of detail available on your graphs. We are unable to populate historic consumption data from before you updated your read frequency to a great level of detail
Last updated: 7 December 2023