I had my smart meters installed by Siemens on the 25th of February 2019.
The engineer told me there were no IHDs as they had been recalled, and that I would be sent one in the post in due course.
Received the following automated email 3 days later:
The engineer who installed your smart meters didn’t have an In-Home Display to give you.
An In-Home Display (IHD) is a small screen which talks wirelessly to your smart meters. You can keep it anywhere in your home and it helps you keep track of your energy by showing your usage in kilowatt hours (kWh) and pounds and pence.
If you’d like an IHD, let us know by registering below:
As soon as an IHD is available we’ll let you know. We’re sorry the engineer wasn’t able to provide you with one when they installed your meters.
All the best,
I duly clicked the link to get added to the list for an IHD.
After hearing nothing more, I decided to complain on 18/11/19, I finally got the following reply on 27/12/19:
My apologies for the lack of a prompt response from Bulb on this issue. We are actually unable to send out IHDs in these cases yet, we will be able to do in 2020 and we can let you know when we can. Since you were given this misinformation I would like to raise an official complaint for you.
Thanks for taking the time to get in touch with us about your IHD complaint.
I have raised this complaint with Siemens as well, as the Siemens engineer should have better clarified our position on this and not told you we could post one to you straight away.
We are still receiving smart meter readings from your meters. We will bill you based on these meter readings, and you can still see your meter readings on your smart meters. The moment we are able to post one out to you we will be able to
You can find the details of our complaints handling process at Complaints | Bulb.
If at any point through this process, you’d like independent advice, you can contact the Citizens Advice Bureau through Contact the consumer helpline - Citizens Advice
I hope you’re happy with this suggestion, but if not please get back to us with how we can better address your concerns. If we don’t hear anything in 14 days, we’ll consider your complaint closed.
Well, guess what, its been 2020 for quite a while and I’ve heard nothing.
Yes, I know, coronavirus, but let’s not pretend Bulb were ever easy to get hold of or get a helpful answer from before any this.
Anyhow, after much time and pain the meter readings are getting through from the meter to Bulb, which I suppose is something. Bulb’s billing system is something altogether different, and a different complaint altogether.
My question is, for Bulb, have you any intention of ever supplying me with an IHD. It seems that not supplying me with one, is a basic failure to meet the expectations of the smart metering programme. Its quite galling to have to see/hear adverts extolling the virtues of being able to visualise my usage and make changes when I am stuck in this no mans land. Cant request a smart meter, as I already have one. Can keep asking for an IHD, but nothing seems to happen. Surely somewhere in Smart Energy GB or Bulb’s accounts an amount of money has been allocated to provide me with one, so where has that money gone? Is it your fault? Siemens? I know what I think.
Further questions are for other customers:
Has anyone else been in this same situation, and managed to get an IHD from bulb?
What happens if I change supplier? Will they send me their own IHD as a matter of course, as part of acquiring a new customer, or do they expect you to continue to use the one supplied by the supplier at the time of installation? LOL. Has anyone had any experience of this, could I convince a new supplier to acquire me, only on the understanding they supply me with an IHD?
Hope someone can help,
I know its something rather trivial, but it’s so boring dealing with such institutional incompetence dragged over such a long period.