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Morning Community 👋

Just to let you all know that we have seen some cases whereby the prices displayed on your In Home Device are different to what you may be using. We have seen examples whereby people are being displayed a usage that is way higher than expected, or even way lower in some cases.

Just to let you know we don't want you to worry and this is an issue that we are looking into promptly 👀 it is most likely due to the small price cap that was introduced from 1/01/2023 - Please ensure that your readings are up to date and if you are really worried please reset your IHD:

• Unplug the device from the mains, and switch it off (there is a small on/off button on the device, press and hold this until it is off).
• Unplug the IHD and take the device near to the electricity meter.
• Switch the device back on (hold the on/off button down, the device should come back on and re-connect. Leave this next to the meter for 10 minutes if it has not re-connected yet.
• You can plug the IHD back in now, the Bluetooth signal can reach up to 10 meters, although thick walls reduce the distance.

If this does not work then one of our agents will need to look at a 'tariff update' for you, please see this page on ways you can get in touch with us 👉 Contact Us!