Help with your Smart Energy Display

Something not quite right with your Smart Energy Display? Let us guide you through some common problems.

Once your problem’s sorted we can help you get the most out of your Smart Energy Display too.

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Your Smart Energy Display (SED)

We can help you if you have an npower Smart Energy Display (SED) which looks like one of the devices shown. Otherwise you may be able to find support for non-npower devices at National Energy Action (NEA) or by calling your installing supplier.

For general help regarding SEDs, download the demonstration guide (PDF, 2187KB)from Smart Energy GB.

Some quick checks

Our handy checks might help – but only if your Smart meter was installed more than 10 days ago as it takes a little while for the device to be updated with your details.

Make sure your device is plugged into a permanent source of supply.
Check the location of your device – it should ideally be within 10 meters of your Smart meter.
Restart your device by pressing and holding the power button.

Does my SED have to be plugged in?

It’s best to leave your SED plugged in – it only costs around 75p a year to run. It may take a few hours for the battery to recharge if it’s been unplugged for a while.

My SED says ‘connection lost’, ‘awaiting data’ or ‘incorrect tariff’ what should I do?

This could be because the SED has been moved.

Try moving it back to it's original position or as close as you can to the electricity meter and then switch it off and back on again.

My display has gone blank and isn’t showing any data even though it’s plugged in.

First of all take a look to see if the SED is in the same position as it was when it was installed.

If it is, try switching your SED off, then back on and see if this reconnects the SED back to the meter.

If it has moved since the install place it back to the original position or as close as possible to the electricity meter and see if this reconnects the SED back to the meter.

If you’ve already tried to turn your device on and off again and moved it closed to the meter and there’s no change, please get in touch.

My display isn't up to date.

If you’ve already tried to turn your device on and off again and it still hasn’t updated, please get in touch.

What do I do if I think my energy usage isn’t accurate?

Your previous bills may have been based on estimates, so you may see a change in your usage since getting a Smart meter. Don’t worry though the readings we get from your Smart meter will ensure your usage is accurate. But do contact us if you think something is definitely wrong.

Can't find your answer online?

To get you to the right person faster, please have your account number handy when you contact us.

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