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Questions & Answers

SmartView3

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Simple instructions will be provided at the time of purchase. Simply follow the steps to give consent and join to your smart metering network.

Our specially designed AC power adapter has a collapsible earth pin to enable the smallest outline and letterbox friendly packaging, helping optimise shipping and reduce our carbon footprint.

Simply slide the earth pin upwards on the adapter until it locks into position, then plug it into your power socket.

The battery is intended as a backup power source for prepayment accounts needing to activate emergency credit, re-enable supply or to enter a code for topping up credit.

The device can be used on battery power alone, enabling you to move the display around your home. This helps to identify energy-hungry appliances and see the impact on your energy usage and costs.
 
This lets you identify where changing your habits (eg full loads/less frequent washes for washing machines) or switching to a more energy-efficient appliance when replacing could help.

The displays are intended to be left powered on so that they receive data from your metering system as it shares the data (Electricity ~every 10 secs / Gas ~ every 30 mins) and keep you informed of near “real-time” energy usage.

To fully power down the unit you will need to turn off the AC power adapter at the socket and unplug, remove the USB power adapter, remove the rear cover and remove the backup battery.
 
If you want to power down the display during the day/night then you can remove the backup battery and use the AC power adapter only, allowing you to turn it off at the wall socket.
 
Note: if you do this and are a prepay customer, you should keep the battery in a handy place so you can insert the battery when power has been disconnected and you need to manually enter a UTRN to enable your electricity supply.

Press and hold the OK button. In the pop-up window select <Restart> and confirm. Your SmartView will soft reset and then re-connect to your Smart Meters/Comms Hub.

The displays are intended to be left powered on using your AC Power adapter so that they receive from your metering system as it shares the data (Electricity ~every 10 secs / Gas ~ every 30 mins) and keep you informed of near “real-time” energy usage.

When powered by the AC power adapter battery power is not used, although the SmartView will charge the battery to its maximum charge.

The more you use and recharge the SmartView on battery power the sooner the battery will need replacing.

1: Turn off the AC power adapter at the socket and unplug.

2: Turn the SmartView upside down so that you can see the USB connector housing in the foot of the device.

3: Grip the strain relief and pull the connector away in line with the foot so that the connector is kept straight.

SmartView³ is designed to work on mains power.  In order to reduce battery waste, as battery power is required for backup only, we are moving to the use of disposable batteries. There are therefore two types of SmartView³ in circulation:

 

  1. Supplied with Lithium-ion rechargeable battery
  2. Designed for 3 x AAA (LR03) single use alkaline batteries (batteries not supplied)

 

For customers with a type (b) device, 3 x AAA single use alkaline batteries can be fitted if these are required to temporarily move around the home to identify energy hungry devices or to provide Pay as you Go customers with back up in the event of a power outage.

 

When mains power is connected, SmartView³ runs off this even if back up batteries are fitted and the batteries will only function when power is disconnected or in the event of a power cut.

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The SmartView will continue to operate if you remove the AC power adapter cable as long as the backup battery is inserted and charged.

The battery is intended as a backup power source for those with prepayment accounts needing to activate emergency credit, re-enable their supply or to enter a code for topping up their credit.

Using the SmartView on battery power allows you to temporarily move around your home with it, helping identify energy-hungry appliances and see the impact on your energy usage and costs.

This helps recognise where changing your habits (eg full loads/less frequent washes for washing machines) or switching to a more energy-efficient appliance when replacing could help.

The Energy Standby Clock will appear on your device after a period of inactivity if the Energy Clock has been enabled in the settings (default is “on”).

You can select the inactivity time duration from off to 10 minutes in 10-second steps. The Energy Standby Clock informs the user at a glance how much energy they have used at different times throughout each day using the red, amber, green indicators for Low, Medium and High usage during those times relative to the budget you have set.

If you are a dual fuel customer this clock will give an overview of your Gas & Electricity usage combined. In the middle of the clock, it will show you how much you have spent on your Gas & Electricity so far that day.

We have an inverted colour scheme that can be selected in place of our default colour scheme. The inverted colours use a dark grey instead of a white background, along with a different colour palette intended to make the text/information easier to view.

To change the screen colours, please follow these steps from the home page:

1: Press [OK] to take you to the menus

2: Select [Settings] and confirm [OK]

3: Select [Display Theme] and confirm [OK]

4: Select [Colours] and confirm [OK]

5: Select your preference from [Red] or [Inverted] and confirm [OK].

The SmartView supports several display layouts for the homepage, using Arc as the default layout, to display the energy usage information.

To change the display layout, please follow these steps from the home page:

1: Press [OK] to take you to the menus

2: Select [Settings] and confirm [OK]

3: Select [Display Theme] and confirm [OK]

4: Select [Home Page] and confirm [OK]

5: Select your preference from [Arc], [Bar} or [Dot] and confirm [OK].

There is a selectable device setting that will return the display to the Home Page after a period of inactivity on the display. Once the selected time has been reached since the last button press, the device will return to the homepage. Returning to the Homepage can be turned off or can be set up to 3 minutes in 10-second steps.

To change the return to homepage timing, please follow these steps from the home page:

1: Press [OK] to take you to the menus

2: Select [Settings] and confirm [OK]

3: Select [Standby & Timers] and confirm [OK]

4: Select [Return Home] and confirm [OK]

5: Select timing before return] and confirm [OK].

The screen brightness can be adjusted through the settings menu. This allows the screen brightness to be set for when powered by the AC power adapter or the battery individually.

To adjust the screen brightness setting, please follow these steps from the home page:

1: Press [OK] to take you to the menus

2: Select [Settings] and confirm [OK]

3: Select [Screen Brightness] and confirm [OK]

4: Select your power source from [On mains] or [Battery] and confirm [OK].

5: Select the brightness setting and confirm [OK]

You will receive audible alerts on your SmartView device when an event is approaching, alongside any pop-up notification that appears on-screen.

An event could mean:

o You have an upcoming energy price change,

o Your credit remaining is running low,

o You are about to enter emergency credit,

o You are approaching your budget on that specific day, or

o You have a poor signal to/from the CommsHub/SmartMeters.

The ambient indicator will be active if you have set a budget for electricity and the colour it displays is linked to the thresholds set based upon that set budget. The ambient indicator allows you to see at a glance whether you are using a lower or higher amount of electricity at that time.

If your SmartView’s ambient indicator is Green then, at that specific moment, you are spending/consuming less than your set budget if it continued at this level all day.

If your SmartView’s ambient indicator is Red then, at that specific moment, you are spending/consuming more than your desired budget if it continued at this level all day.

If your SmartView’s ambient indicator is Amber then, at that specific moment, you are spending/consuming in the region +/-30% of your set budget if it continued at this level all day.

The ambient indicator will turn blue if there is a pop-up notification/alert that is waiting on the SmartView for you to acknowledge.

You can set individual usage/spend budgets for Gas and Electricity on all IHDs from our SmartView range.

The SmartView uses historic and current energy data to help enable you to select a realistic cost/usage amount based on how much energy you spend/consume daily.

To set your budget, please follow these steps from the home page:

1: Press [OK] to take you to the menus

2: Select [Electricity] or [Gas] relating to the meter for which you wish to set a Budget and confirm [OK]

3: Select [My Account] and confirm [OK]

4: Select [Daily Budget] and confirm [OK]

5: Select the Budget Source to [Supplier], [Custom], [Save 5%], [Save 10%], [Save 15%] or [Daily Budget] and confirm [OK].

Exporting to the grid: If you have Solar and are generating more electricity than you are using, then the amount being given back to the grid will be displayed on the Home Page as a negative value. The cost will be shown as 0p.

 
 

Budget: The budget icon is used to indicate where your budget has been set relative to what you have used within the graphical information throughout the screens.

 
 

Price Increase: When there is a price change as part of your tariff plan, a pop-up notification will appear letting you know the new price and the date/time it will start. The Price Increase icon will be displayed in the pop-up notification when the new price is higher than the previous one. The pop-up will remain until it is dismissed.

 
 

Price Decrease: When there is a price change as part of your tariff plan, a pop-up notification will appear letting you know the new price and the date/time it will start. The Price Decrease icon will be displayed in the pop-up notification when the new price is lower than the previous one. The pop-up will remain until it is dismissed.

Low Credit: If your credit falls below the Low Credit Threshold that you set through your energy supplier online account or their default value, a pop-up notification will appear letting you know you are running low on credit and will also give you the option to enter a top-up code. The low credit icon will remain on screen until your credit has been restored above this threshold or has been superseded by the Emergency Credit or Supply Off icons.

 

Emergency Credit: If Emergency Credit has been activated, the Emergency Credit icon will remain on screen until your credit has been restored to a level above this threshold so that Emergency Credit is no longer in use or has been superseded by the Supply Off icon.

 
 

No Credit Remaining: When you have run out of credit, a pop-up notification will appear letting you know the level of credit top-up required to restore your supply. It will also give you the option to enter a top-up code or activate Emergency Credit (if available). The No Credit Remaining icon will remain on screen until sufficient credit has been added or has been superseded by the Supply Off icon.

 
 

Supply Off : When the supply status of your meter changes to §1“off”, a pop-up notification will appear letting you know that your supply has been disabled at the meter. You will be given the option to enter a top-up code or to activate Emergency Credit (if available). Upon restoring your account into credit or activating Emergency Credit (if available), another pop-up notification will appear letting you know you can now reconnect your supply and, if it is for electricity, give you the option to “Enable Supply”. If it is for gas, for safety reasons that needs to be enabled at the meter as per the guidance/support of your energy supplier.

 
 

Friendly Credit Period: When Friendly Credit becomes active, you will receive a notification letting you know what date to top-up by before the friendly credit period expires. You will be presented with options to enter a top-up code or activate Emergency Credit (if available). When the pop-up is dismissed, the Friendly Credit icon will remain.

* Friendly credit periods vary between different energy suppliers. Friendly Credit Hours could be similar to:

> From 4pm to 11am on a Monday, Tuesday, Wednesday & Thursday

> From 4pm on a Friday through to 11am on a Monday (incl. Bank Holidays)

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To view your current bill to date, please follow these steps from the Homepage:

1: Press [OK] to take you to the menus

2: Select [Electricity] or [Gas] relating to the meter you wish to view and confirm [OK]

3: Select [My Account] and confirm [OK]

4: Select [Meter Balance] and confirm [OK]

For credit customers, the costs shown on your display do not include VAT or any discounts that may be included in your bills.

Please note, due to Gas conversion factors the data shared with your display may not be 100% accurate but will be correct on any bills.

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To be able to activate Emergency Credit your credit level needs to have fallen below the threshold set by your energy retailer.

To activate Emergency Credit please follow these steps from the Homepage:

1: Press [OK] to take you to the menus

2: Select [Electricity] or [Gas] relating to the meter for which you wish to activate the emergency credit and confirm [OK]

3: Select [My Account] and confirm [OK]

4: Select [My Credit] and confirm [OK]

5: Select [Activate] in the Emergency Credit window showing the Emergency Credit allowance and confirm [OK]. Note [Activate] will only be available if your Credit has fallen below the Emergency Credit threshold

If Emergency Credit is activated, the Emergency Credit icon will remain on screen until your credit has been restored to a level above this threshold so that Emergency Credit is no longer in use or has been superseded by the Supply Off icon as all credit available has been used.

To enter a top-up code (UTRN) please follow these steps from the Homepage:

1: Press [OK] to take you to the menus

2: Select [Electricity] or [Gas] relating to the meter for which you have a top-up code and confirm [OK]

3: Select [My Account] and confirm [OK]

4: Select [My Top Ups] and confirm [OK]

5: Select [Top Up Now] and confirm [OK]

6: Enter In your 20-digit Top-up code (UTRN) using [UP]/[DOWN]/[OK]. If you make a mistake use [Back Arrow] to take you back to the number that needs changing.

7: Once your 20-digit Top-up code (UTRN) is entered, you will get the option to confirm [OK] and the top-up request will be sent.

A pop-up notification will then state whether the top-up has been successful or not and, if not, the reason.

Please be aware that when topping up Gas it may take up to 30 minutes for the request to be processed

Your credit remaining is available at the bottom of each fuel section on the home page.

Additionally, you can see your Credit Remaining and additional credit information such as recommended top-up value, Emergency Credit, Cut-off value on the [My Credit] page.

To access the [My Credit] page please follow these steps from the Homepage:

1: Press [OK] to take you to the menus

2: Select [Electricity] or [Gas] relating to the meter for which you wish to view your credit remaining and confirm [OK]

3: Select [My Account] and confirm [OK]

4: Select [My Credit] and confirm [OK]

To view your debts and recovery rates, please follow these steps from the Homepage:

1: Press [OK] to take you to the menus
 
2: Select [Electricity] or [Gas] relating to the meter for which you wish to view your credit remaining and confirm [OK]
 
3: Select [My Account] and confirm [OK]
 
4: Select [My Debts] and confirm [OK]
 
Here you will see your Total Debts at the bottom of the screen.
 
There are up to 3 Debt types that can make up the total, but these will only show these if they are active.
 
Two of the debts are time-based recovery rates and show the recovery amount and frequency (e.g. £2.50 per week) and the other is a percentage recovery rate (e.g. 2% of each top-up made).
 
Selecting any of these 3 debts using [UP]/DOWN] will show what is outstanding for that debt and the relevant recovery rate.
 
Where made available, using [OK], a breakdown of payments made against that debt are shared.

Your IHD may have a section that details your last 5 top-ups if supported and made available to the display by the Smart Meters.

If you’ve placed a successful top-up but it is not displayed on your IHD don’t worry. It should appear once this data is made available to the display and you can still see the history on your meter.

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The SmartView is only able/allowed to display the data shared to it by the Smart Metering Home Area Network and that data is routed through the Comms Hub/Electricity Meter.

Gas data comes from a mirror on the Comms Hub as the Gas Meter only communicates with the Comms Hub.

If you are not seeing Gas data, power cycle the IHD when you are close to your Comms Hub/Electricity Meter by using the restart function or by removing/replacing the USB power and backup battery.

If the gas screen does not appear after the power cycle on the SmartView, contact your energy provider for them to investigate why the gas data is not being shared with the display.

The SmartView is only able to display the data shared to it by the Smart Metering Home Area Network and that data would be routed through the Comms Hub/Electricity Meter.

Gas data comes from the Comms Hub to the display, as the Gas Meter only communicates with the Comms Hub.

If you are not seeing any electricity or gas data, please power cycle the display when you are close to your Comms Hub/Electricity Meter by using the restart function or removing/replacing the USB power and backup battery:

  1. Power off the AC Power Adapter at the wall socket, remove the AC Power Adapter from the wall socket
  2. Remove the USB adapter cable from the back of the device
  3. Next,  slide the battery cover down
  4. Remove the battery. The battery is hooked into retaining features at the top.  Remove it by lifting the battery up at the bottom.
  5. Plug the USB of the AC power adapter into the SmartView without the rear cover fitted.
  6. Plug the AC power adapter into a wall socket close to the electricity meter and power on.
  7. When it powers on, power off the AC Power Adapter at the wall socket, remove the AC Power Adapter and remove the USB adapter cable.
  8. Refit the battery and the battery cover. Plug the USB of the AC power adapter into the SmartView ensuring it has inserted fully.
  9. Plug the AC power adapter into a wall socket close to the electricity meter and power on.
  10. Move the in-home display to your preferred location, ensuring the signal is still being received. 

    If after power cycling the SmartView both the Electricity and Gas screens are displayed, move away from the meters and place the display in your preferred location. If you lose signal again, try moving the display to an alternate location closer to the meter until the Electricity and Gas screens are updated again and then try different placements in your home to find a suitable location.

    It is difficult to pinpoint exact range, as ZigBee signals are very dependent upon the construction of the building or what is in the path between the display and the Comms Hub/Electricity Meter. 

    If you still get no gas data, please contact your energy supplier, as your meter may not be fully intalled and commissioned.

    If you have extreme difficulties, you may benefit from our SmartXtend ZigBee range extender.

If the device powers up using the AC Power Adapter, please check there is a battery inserted, or that the battery inserted is the battery that was supplied with the unit.

If the unit has been running under battery power alone, it may have become fully discharged.

If after plugging in the USB power adapter and connecting to the mains the device does not power up, please ensure that the USB is fully pushed into place. You may find a little more force is required than normal as there is an ingress protection seal as part of the USB housing.

After ensuring that the USB is fully inserted, the display will either power up or remain unpowered.

If the display powers up, you may not immediately see the battery charging icon as the battery was fully discharged.

If the display remains unpowered try the following steps:

1: Power off the AC Power Adapter at the wall socket then remove the USB adapter cable.

2: Remove the battery cover by removing the adapter cable and sliding the cover down.

3: Plug the USB of the AC power adapter into the SmartView without the rear cover fitted, ensuring the battery does not fall out. Power on the AC Power Adapter at the wall socket.

4: When it powers on, please wait a while to see if the battery charging icon appears (this may not be immediate if the battery had been fully discharged).

5: Once you can see that the battery is charging, power off the AC Power Adapter at the wall socket and remove the USB adapter cable. Fit the battery cover and re-insert the USB making sure that it has been pushed fully into place.

6: Power on the AC Power Adapter at the wall socket.

Power off the AC Power Adapter at the wall socket, remove the AC Power Adapter from the wall socket and then remove the USB adapter cable.

Next, remove the battery cover by sliding the cover down and remove the battery. The battery is hooked into retaining features at the top. Remove it by lifting the battery from the bottom.

Now try plugging the USB of the AC power adapter into the SmartView without the rear cover fitted. Plug the AC power adapter into a wall socket and power it on.

If it powers on, power off the AC Power Adapter at the wall socket, remove the AC Power Adapter and remove the USB adapter cable.

Refit the battery and the battery cover. Plug in the USB of AC power adapter into the SmartView ensuring it is fully inserted. Plug the AC power adapter into a wall socket and power it on.

If you have been using your SmartView on battery only, the battery likely needs charging. Plug the USB of the AC power adapter into the SmartView without the rear cover fitted. Plug the AC power adapter into a wall socket and power it on.

If it is still not working, power off the AC Power Adapter at the wall socket, remove the AC Power Adapter from the wall socket and then remove the USB adapter cable.

Next, remove the adapter cable and slide the battery cover down. Then, remove the battery. The battery is hooked into retaining features at the top. Remove it by lifting the battery from the bottom.

Now try plugging the USB of the AC power adapter into the SmartView without the rear cover fitted. Plug the AC power adapter into a wall socket and power it on.

When it powers on, power off the AC Power Adapter at the wall socket, remove the AC Power Adapter and remove the USB adapter cable.

Refit the battery and the battery cover. Plug the USB of the AC power adapter into the SmartView ensuring it has been inserted fully. Plug the AC power adapter into a wall socket and power it on.

SmartXtend

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Simple instructions will be provided at the time of purchase. Simply follow the steps to give consent and join to your smart metering network.

You can test whether the SmartXtend is located in an ideal position to sufficiently increase the range as follows:

1. Using your In Home Display
  • Find the limit of range of your in home display (the furthest point from your electricity meter where the IHD can still display your electricity data).
  • Plug in the SmartXtend to this socket. The SmartXtend should still show two green lights when switched on.
  • Please note you may need to try alternative sockets in order for the SmartXtend to extend the range to the gas meter.
  • Move your IHD as close as possible to your gas meter and check whether it gets electricity data without, then with the SmartXtend switched on.

 

2. If you do not have an In Home Display installed and commissioned
  • Find the limit of range of your SmartXtend (the furthest point from your electricity meter where the SmartXtend Connected LED is Green).
  • Plug in the SmartXtend into different sockets as you move away from the Comms Hub/Electricity Meter. The SmartXtend connected LED should remain green.
  • When the SmartXtend is plugged into a socket and the connected LED turns Amber then it is on the edge of the communication range with the Comms Hub / Electricity meter so could occasionally drop the communication. It is suggested to move the SmartXtend back to a previous/closer socket where the connected LED is green.
  • When the SmartXtend is plugged into a socket and the connected LED turns Red then it is out of communication range of the Comms Hub / Electricity meter and needs to be moved back closer to them.
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The SmartXtend will extend the range of your smart metering system.  This helps connectivity to both in-home displays and remote gas meters.
  • If you have an in-home display, try this simple test, to see whether your gas meter is in range of your electricity meter communications hub:
    • Gradually move your in home display away from the electricity meter, towards the gas meter. If you can place the IHD on the gas meter and still receive updated electricity data, it is likely you do not need a SmartXtend, but that your gas meter/GPF (a “mirror” on your communications hub) are not fully installed and commissioned.  Contact your energy supplier and ask them to check.
    • If you are unable to get electricity data on your IHD in this location, it is likely that a SmartXtend will help “repeat” the signal to enable you to received gas data. NOTE: your gas meter/GPF will need to be fully installed and commissioned – we will check and notify you at installation if this is not the case.
  • For gas, the SmartXtend should be positioned within range of the Communications Hub (this is usually close to the electricity meter).  When in range it will show 2 bright green LED lights.  It should be plugged in a position approximately halfway to your gas meter.  You may need to try various positions in order to avoid any obstructions in the “line of sight”, such as radiators, fridge freezers etc.
  • Please note that your gas meter must be commissioned in order for the SmartXtend to connect. If gas data does not appear on your in-home display, it is likely that the gas meter has not been fully commissioned and you will need to contact your energy company to request that their technical team check and “join” the gas meter, which will then also give them gas meter readings.

The “Power” indicator will show green when the unit is powered up.  When the SmartXtend has successfully joined your smart metering system, the “Connected” indicator will also turn green.  If the “Connected” indicator turns red, the SmartXtend has been moved out of range of the electricity meter and needs to be re-positioned.

Note: The “Connected” indicator may flash amber/red momentarily on occasion. This is normal.

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The SmartXtend is out of range of your electricity meter/communications hub – move it closer.

The SmartXtend is not connected to your HAN (Home Area Network). Please ensure you have completed the set up process

If this persists, please contact us at contact@ihdl.co.uk

SmartXtendPro

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Simple instructions will be provided at the time of purchase. Simply follow the steps to give consent and join to your smart metering network and Wi-Fi.  Please note your smartphone and device must be connected to the same home Wi-Fi during set up. (Turn off the network on your smartphone during set up).

1. If you are using the SmartXtendPro as a CAD, you can place it anywhere within range of your electricity meter and Wi-Fi router (as long as the two LEDs are still green).

2. If you are using the SmartXtendPro as a ZigBee range extender you can test whether the SmartXtendPro is located in an ideal position to sufficiently increase the range as follows:

- Using your In Home Display
  • Find the limit of range of your in home display (the furthest point from your electricity meter where the IHD can still display your electricity data).
  • Plug in the SmartXtendPro to this socket.  The SmartXtendPro should still show two green lights when switched on.
  • Please note you may need to try alternative sockets in order for the SmartXtendPro to extend the range to the gas meter.
  • Move your IHD as close as possible to your gas meter and check whether it gets electricity data without, then with the SmartXtendPro switched on.

 

- If you do not have an In Home Display installed and commissioned
  • Find the limit of range of your SmartXtendPro (the furthest point from your electricity meter where the SmartXtendPro (top LED is green).
  • Plug the SmartXtendPro into different sockets as you move away from the Comms Hub/Electricity Meter.  The SmartXtendPro top LED should remain green.
  • When the SmartXtendPro is plugged into a socket and the top LED turns Amber then it is on the edge of the communication range with the Comms Hub/Electricity meter so could occasionally drop the communication.  It is suggested to move the SmartXtendPro back to a previous/closer socket where the top LED is green.
  • When the SmartXtendPro is plugged into a socket and the top LED turns Red then it is out of communication range of the Comms Hub/Electricity meter and needs to be moved back closer to them.
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The SmartXtend will extend the range of your smart metering system.  This helps connectivity to both in-home displays and remote gas meters.

  • If you have an in-home display, try this simple test, to see whether your gas meter is in range of your electricity meter communications hub:
    • Gradually move your in home display away from the electricity meter, towards the gas meter. If you can place the IHD on the gas meter and still receive updated electricity data, it is likely you do not need a SmartXtend, but that your gas meter/GPF (a “mirror” on your communications hub) are not fully installed and commissioned.  Contact your energy supplier and ask them to check.
    • If you are unable to get electricity data on your IHD in this location, it is likely that a SmartXtend will help “repeat” the signal to enable you to received gas data. NOTE: your gas meter/GPF will need to be fully installed and commissioned – we will check and notify you at installation if this is not the case.
  • For gas, the SmartXtend should be positioned within range of the Communications Hub (this is usually close to the electricity meter).  When in range it will show 2 bright green LED lights.  It should be plugged in a position approximately halfway to your gas meter.  You may need to try various positions in order to avoid any obstructions in the “line of sight”, such as radiators, fridge freezers etc.
  • Please note that your gas meter must be commissioned in order for the SmartXtend to connect. If gas data does not appear on your in-home display, it is likely that the gas meter has not been fully commissioned and you will need to contact your energy company to request that their technical team check and “join” the gas meter, which will then also give them gas meter readings.

The “Power” indicator will show green when the unit is powered up.  When the SmartXtend has successfully joined your smart metering system, the “Connected” indicator will also turn green.  If the “Connected” indicator turns red, the SmartXtend has been moved out of range of the electricity meter and needs to be re-positioned.

Note: The “Connected” indicator may flash amber/red momentarily on occasion. This is normal.

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The SmartXtendPro is out of range of your electricity meter/communications hub – please move it closer.

The SmartXtendPro is not connected to your HAN (Home Area Network) – please ensure you have completed the installation process and connection has been confirmed.

The SmartXtendPro is not connected to Wi-Fi – please ensure you have completed the Wi-Fi join process.

Ensure the two LEDs are green

Close and re-open the Fuuli app

General Help

1. If you purchased your SmartView3 in-home display, SmartXtend  or SmartXtendPro directly from us, we may be able to help – please contact us ahead of your move at contact@ihdl.co.uk.

2. If you have a SmartView3 or 4, or SmartXtend /SmartXtendPro product provided by your energy company:

  • devices are specific to your property. When you move home, the device should be left in the property together with the smart adapter, battery and Quick Start Guide (if provided), as this device is paired to the meters in that home. If you take the display with you, it will not join the meters in your new home.
  • When you move home your energy supplier sets up the date/time for a Change of Tenancy event to occur. From this time, data relating to the energy usage of the persons leaving this address is blocked and only the new tenant’s data is then shared with the energy company supplied display.
  • As the SmartView does not store any customer data, the new tenants will not be able to see any of the previous tenant’s data. If you have any concerns about your data, please contact your energy supplier.
  • If your new property does not have an in-home display but has Smart Meters, please contact your energy supplier.

Data received by your in-home display should continue as usual, as this comes from the smart meter(s). There may be a short changeover period as the new supplier configuration is shared with the Smart Meters/Comms Hub. During this time data may not have fully populated and may appear as if there are some gaps, but this should remedy itself within approximately 7-10 days.

The metering system shares information with your display as an aggregated/total value so it is not possible to determine what you are using and when on the different tariff rates.

To view your tariff/rates please follow these steps from the Homepage:

1: Press [OK] to take you to menus

2: Select [Electricity] or [Gas] relating to the meter for which you wish to view your Tariff/Rates and confirm [OK]

3: Select [My Account] and confirm [OK]

4: Select [Prices] and confirm [OK]

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