Diagnosing an issue with your IHD

An In-Home Display (IHD) is the screen that comes with your smart meters. It helps you to track your energy usage. There might be a few reasons why your IHD isn’t working as it should. This thread should help you work out the problem and the solution. If you don’t see your issue listed below, then please let us know so we can get it sorted - and added to the list.

It’s showing usage intermittently

If the display is showing usage intermittently, the device might not have the latest firmware upgrade. IHDs will automatically update to the latest software when they are connected to Wi-fi. Find out how to connect your IHD to Wi-fi in our Help Centre.

It restarts every couple of minutes

This is usually caused by the IHD losing connection to the Home Area Network (HAN) and means we’ll have to reboot the communications hub for you. The comms hub sits on top of your electricity meter and is the part of your meter setup that sends readings to Bulb and to your IHD.

To request a comms hub reboot simply get in touch with us on chat, email or over the phone and explain your issue, then we’ll be able to raise it with the smart team for you. Please be aware reboots can take up to 6 weeks to complete.

It’s not showing my energy usage

If your IHD is only showing gas or electricity but both of your meters are commissioned (they’re live and connected to the smart network) then you can try to automatically restart the connection between your smart meters and your IHD in your Bulb account.

If your meters aren’t commissioned, the IHD will not be receiving any information about your usage, which is why you can’t see anything on your display. Please get in touch with us so we can look into this for you.

If it’s showing neither gas or electricity please let us know as we’ll have to do a few extra checks.

It’s completely blank or physically broken

We’ll replace your IHD for you:

– If the IHD is physically broken (ie. the screen is smashed or the charge port is broken). You’ll be charged £20 for this.

– If the IHD will not turn on or charge. Please try a different USB 2.0 charger first as it could be an issue with the charger. Let your IHD run out of charge, then plug in and recharge completely, while switched off. Switch on and try again. If it still doesn’t hold power then we can replace it free of charge.

– If the IHD battery is not holding any charge. Please note that the battery is only designed to last 60 minutes. We’ll replace your IHD if the battery lasts for less than 40 minutes.

If any of the above applies to you, please contact us and we’ll arrange a replacement and send you the instructions for posting your IHD.