[claire123]

Hi, the estate I live on had a power outage ever since my smart meter just keeps saying connecting it won’t let me do anything, I was connected via my internet but now it won’t even except the password for it also the app on my phone only had the electric connected to it I don’t know why can someone please help I’m new to the page thanks.

[PeteC]

Hi @claire123.

Thanks for getting in touch - please can I confirm that this is the In Home Display that isn't working? I'd recommend if it is, the first port of call would be to turn it off, leave it for 20 seconds, then plug it in to the mains and turn it on again, in the nearest plug socket you can to the meter - this will help it reconnect to the meter. Ideally, if the display can be plugged in within 10ft of the meter this will help the process!

With regards to the app, if you can drop me a Direct Message, with some account details (you can click on the link in my signature to message me privately), I'll take a look at your account and see why it's only showing the electricity.

I hope this helps,
Thanks again
Pete

[Ems83]

I'm having the same problem. Had a short powercut. When everything came back on, my in home display trio II has been showing connecting for over 24 hours. I've unplugged it waited a minute plugged it back in. It's close to my meter. I've tried resetting it. Still nothing. It says WiFi is connected, cloud is connected, meter network connected but still nothing. It's very frustrating because I spent years trying to sort this problem I had before and when it was finally sorted it was done in a matter of minutes all because I didn't know at the time that all had to be done was for someone to activate it their end.

[PeteC]

Hi All!

We do have a fantastic help section on our website dedicated to the different types of In Home Displays offered, and troubleshooting guides for each - you can find them here Smart Meters | Help | Utilita Energy

Alternatively I would absolutely recommend speaking to one of our Customer Service team, if the above doesn't work - The MAC code on the bottom of the In Home Display may need to be reset - Customer services can be contacted on 0330 333 7442 8am to 8pm Monday to Friday and 8am to 5pm Saturday.

I hope this helps!
Thanks again
Pete