What is an In-Home Display (IHD)?
An In-Home Display (IHD) is a device provided when a smart meter is installed. It shows near real-time information about your energy consumption and estimated costs, helping you understand how much energy you are using and identify opportunities to reduce your energy usage.
How does an In-Home Display work?
Your IHD communicates directly with your smart meter system and displays information about your electricity and gas usage. Depending on the model, it can show:
- Current energy usage
- Estimated costs in pounds and pence
- Daily, weekly and monthly consumption information
- Electricity and gas usage data
- Historical energy consumption information
Why should I use my IHD?
Your IHD can help you better understand how much energy you are using and when you are using it. Many customers find that seeing their energy usage in near real-time helps them make informed decisions about their consumption and identify ways to reduce their bills.
Having problems with your IHD?
Before contacting us, please try the following troubleshooting steps:
- Ensure the IHD is plugged in and switched on.
- Move the IHD closer to your electricity meter.
- Try a different plug socket.
- Restart the device following the manufacturer's guidance.
- Check for potential interference from large metal objects or other wireless devices.
Important: An issue with your IHD does not necessarily mean there is a fault with your smart meter.
Will you still receive my meter readings?
Yes. Your IHD is separate from your smart metering system and is not used for billing purposes. In most cases, your smart meter will continue to send readings even if your IHD is not displaying information correctly.
Your bill is calculated using data held within our billing systems, not the information shown on your IHD.
Replacement IHDs
We recognise that In-Home Displays can play an important role in helping customers understand and manage their energy usage. If your IHD is no longer working, has become faulty, or is no longer available, we will consider your circumstances in line with these principles.
When assessing a replacement request, we may consider:
- The age and type of smart metering equipment installed.
- Whether the IHD is faulty, damaged, missing or no longer functioning correctly.
- The availability and compatibility of replacement devices.
- Any accessibility requirements or vulnerabilities.
Where a replacement IHD cannot be provided, we will discuss alternative ways for you to access your smart meter information.
If you believe your IHD needs replacing, please contact our Customer Services team and we will be happy to review the options available.
Support for Vulnerable Customers
We understand that some customers may rely more heavily on an IHD to manage their energy usage.
If you are registered on the Priority Services Register, have accessibility requirements, sight loss, health conditions, or are otherwise in a vulnerable situation, please let us know when contacting us about your IHD.
As a supporter of the Smart Meter In-Home Display Voluntary Replacement Principles, we will take these circumstances into account when considering replacement requests.
For free and independent energy advice, visit:
Citizens Advice - IHD Support and Guidance
Customers in vulnerable situations may also be able to obtain support through the Citizens Advice Extra Help Unit.
Manufacturer User Guides
Many IHD issues can be resolved by following the manufacturer's troubleshooting guidance on their website. You can usually locate the user manual by searching for your device make and model online. There are also some guide available at the bottom of this article to get you started.
Are there any alternatives that do the same job as an IHD?
Sometimes, especially if your IHD is out of warranty, it may be worth looking at other options available to monitor your usage.
Customer feedback on some of the alternatives has been incredibly positive, with some saying smartphone and tablet apps have worked much better than their IHD ever did.
Popular Energy Monitoring Apps and Services
If your IHD is unavailable, you may still be able to monitor your energy usage using one of the following third-party apps and services.
Bright Energy App (IOS & Google Play)
Amazon Alexa (Smart Plugs and Home Heating)
WeMo (IOS & Google Play)
Energy Cost Calculator (for IOS)
Please note: These are third-party products and services. Outfox Energy does not provide support for them and cannot guarantee their functionality, performance or compatibility with your smart meter installation.
Please note, we would not be able to comment on the functionalities or success using these third-party applications as we have no direct affiliation with them.
You can also purchase a brand new IHD from Ivie. Their Ivie Bud device is a great way for you to see all the information you need to monitor your energy consumption. However, before you purchase one, please check that you smart meter is compatible. You can do this by following the link below and providing your house name/number and postcode.
https://ivie.co.uk/compatibility/
If your meter is compatible, you can purchase an IHD device directly from their website. Remember to use our discount code (OUTFOX15) for 15% off.
Please note: Outfox Energy do NOT benefit from an IHD purchase through the Ivie website.
FAQs
Can you provide me with a replacement IHD?
If your IHD is faulty, damaged, lost or no longer working correctly, we'll review your circumstances and discuss the options available. Before considering a replacement, we may ask you to complete some troubleshooting steps, as many IHD issues can be caused by signal strength, interference or the location of the smart meter within the property.
Where appropriate and subject to availability and compatibility, we will consider replacement options. If a replacement is not suitable, we'll discuss alternative ways for you to access your smart meter information.
My tariff is incorrect or showing £0.00
If your IHD is showing the wrong tariff or a cost of £0.00, there is no need to worry. This will not affect your bill.
Your energy charges are calculated using the rates held on your account and within our billing systems, not the tariff displayed on the IHD. We will attempt to update the tariff information on the device where possible, although it may take some time for the update to be received.
Low Battery Warning
Some IHD models contain a rechargeable or replaceable battery. If your device has a user-replaceable battery, please follow the manufacturer's guidance.
To maintain a reliable connection with your smart meter and receive any available software updates, we recommend keeping your IHD plugged in whenever possible.
I have an issue with my CAD or ivie Bud
Consumer Access Devices (CADs), including the ivie Bud, are provided and supported by third-party manufacturers.
If you're experiencing issues, we recommend checking the manufacturer's guidance and support channels first. However, we'll be happy to provide any assistance we can and help determine whether the issue relates to your smart meter connection.
This is a replacement IHD provided by SMS
If your replacement IHD was supplied by SMS and has not been commissioned successfully, please contact SMS directly for support.
Email: inhomedisplaysetup@sms-solutions.com
Please include your full address and the IHD GUID (usually found on the rear of the device, behind the battery compartment or within the device menu).
What is the Wi-Fi function used for?
Some IHD models can connect to your home Wi-Fi network. This connection is typically used by the manufacturer to provide software updates, performance improvements and bug fixes.
If your device supports Wi-Fi and you have internet access at home, we recommend connecting the IHD to help ensure it receives the latest available updates.
Can I buy an IHD from Amazon, eBay or another marketplace?
We generally do not recommend purchasing second-hand IHDs from online marketplaces.
Smart meter displays are securely paired to smart metering systems and may already be linked to another property. This can make them incompatible with your installation and prevent them from functioning correctly.
If you're considering purchasing a replacement device, please ensure it is compatible with your smart meter system before buying.
Can you send an engineer?
Many IHD issues can be resolved remotely or through simple troubleshooting steps. In some situations, factors such as signal strength, meter location or environmental interference can affect how the IHD communicates with the smart meter.
If the issue cannot be resolved remotely, we will review the details of your case and determine the most appropriate next steps. This may include further investigation where necessary.
My IHD was not commissioned by my previous supplier
Unfortunately, some IHDs provided by previous suppliers may not be compatible with your current smart meter configuration or may not have been successfully commissioned when originally installed.
If you're experiencing issues with an IHD that was supplied by a previous energy supplier, please contact us and we'll review the options available. In some cases, alternative solutions may be available to help you access your smart meter information.
My electricity is showing but my gas is not
This is one of the most common IHD issues. Gas meters are battery-powered and typically communicate through the electricity meter before information is sent to the IHD.
If your gas meter is located outside, in a separate meter box, or a significant distance from the electricity meter, signal strength can sometimes affect communication.
Try moving the IHD closer to the electricity meter and ensure it remains plugged in. If the issue continues, please contact us and we'll be happy to investigate further.