[Spar]

Hi everyone,


I’m posting here out of frustration after weeks of trying to get this resolved through customer service.


My In-Home Display (Secure Liberty PMR000–Z25) has not worked at all since the national update of SMETS1 meters. The screen is completely blank, despite being plugged in. It hasn’t worked once since the upgrade.


I’m registered on the Priority Services Register due to a disability, and I rely on the IHD to monitor my usage and balance. I’ve explained repeatedly that I cannot use the app as an alternative for accessibility reasons.


Since reporting the issue:

• I’ve made multiple calls, sometimes waiting 20+ minutes
• I was told a “flag” was placed on my account — but with no follow-up
• I’m getting weekly text messages about “a potential safety concern” but no explanation or action
• I’ve been pressured repeatedly to switch to a credit account, even though I’ve never lost supply and prefer Pay-As-You-Go because it helps me budget

I’ve explained this many times. I’m just asking for my IHD to be replaced or reconnected — I’ve never missed a top-up or disconnected, and I’ve managed my account responsibly for years.


Is anyone else in this situation since the SMETS1 update? Has anyone actually had their IHD replaced successfully?


Any help, advice, or support would mean a lot. Thanks for reading.

[WilliamB]

Hi @Spar,

I'm very sorry to hear of the various issues you are having since the smart meter network update. The issue with the IHD, although not common, has been known to happen after this upgrade. In most cases when this happens attempts to re-connect the IHD will not work. This is why usually we would advise looking at the app. However, as the app is not an option for yourself, if you send me a direct message I will have a look into the account and investigate further options that may be available for you.

Also, the questions around going onto credit mode are a safety and practicability assessment to ensure that pre-payment does not pose a risk to you or anyone in the household. However, this should only be carried out once every six months, and you should not be feeling pressured by the questions so I appreciate you bringing this to our attention as we will need to look into this.

Thanks,
William