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  • iplan FAQs

  • We understand that you might have some questions about iplan. Here are the answers to some frequently asked questions that we think you might find useful. If we haven't answered your question here, then don't worry, you can still contact us and we'll do everything we can to help.

  • General iplan information

    What is iplan?

    iplan is our service that lets you manage and plan how much energy you use. You get:

    • Smart Energy Kit
    • EnergyTools
    • Personal online iplan account

    How much could I save?

    With iplan you can set yourself an energy reduction target.  The higher your target, the more energy and money you'll save.

    Why would my energy company want me to use less electricity?

    We want you to only use as much electricity as you need because we care about both you and the environment. Being careful with your energy not only lowers your bills but is good for the environment and using less energy is just one of many great ways you can make a difference. Sustainability is one of our core values and we’ve been investing in renewable energy projects since the 1960’s, and it's our aim is to bring you lots of great energy efficiency options whilst keeping our world safe for future generations.

    How do I know my Smart Energy Kit is working properly?

    By turning an electrical appliance on and off, the 'power now' on the display should increase or decrease and let you see that the system is working properly.  If you have any technical problems, please refer to your Onzo User Guide or call the iplan Support Team on 08000 483 549*.

    What if the Onzo display shows zero?

    If the display is showing 0.0 the sensor could have come loose. Check your sensor is fully enclosed around the meter cable. You can also refer to your Onzo User Guide.

    Will the meter reader still come to read my meter?

    Yes, your meter will be read as usual. The Smart Energy Kit (SEK) records the electricity coming from your meter but doesn't replace the meter reading on which you're billed.  You can also submit your meter readings quickly and easily online with your iplan account.

    How do I relink the sensor and display?

    If your display is not linked properly, or it needs to be relinked for any reason, please do the following:

    1. Remove the battery cover from the display and place face down.
    2. Place the sensor next to the upturned display.
    3. Locate the round, blue linking button on each.
    4. Firmly press and release the linking button on the sensor. You should notice a flashing light next to it.
    5. Now firmly press and release the linking button on the display. The flashing light on the sensor should become stop flashing for two seconds.
    6. Turn the display over and you should now see a '0' on the screen. The display is ready and waiting for a signal from the sensor.
    7. Replace the battery cover. Your display and sensor and now linked.
    8. Clip your sensor back onto the meter cable.
  • Data server

    Is there a problem with your Uploader software?

    Close the application and restart or reinstall the Uploader software.

    Is your firewall blocking your Uploader software?

    Your firewall could be blocking the uploader application from being able to connect to us. You will need to check your firewall settings to fix this problem, you may need to refer to the manufacturers instructions for help with this.

    Is your computer connected to the internet?

    Check that you're able to get online. If your internet connection is down, this could be the reason.

  • Your display is unavailable

    Have you got another Onzo Uploader application running?

    Close all your Uploader applications down and restart your Uploader software.

    Is there a problem with the Uploader software?

    Close your Uploader application and restart or reinstall the software.

    Is there a problem with the USB port on your computer?

    Try using your USB cable in another USB port on your computer.

    Is there a problem with your USB cable?

    Try using a new USB cable.

    Is your computer busy with other applications?

    Wait a couple of minutes for the computer to finish running any other applications.

    Is your display fully charged?

    Check the battery pack is fully connected to your display and the battery icon has not run down.

    Is your display fully connected to your computer?

    Check your USB cable is fully connected to your display and the USB port on your computer.

  • Glossary of terms

     Display

    This refers to your Onzo display that holds all your data.

    EnergyTools

    These will help you see, at a glance, how your home is using energy.

    Firewall

    A firewall is a piece of software or hardware that helps stop hackers, viruses and worms that try to reach your computer over the internet.

    iplan

    This is the plan that you're on, to help you reduce your usage, save money and help the environment.

    Onzo

    Onzo is the cutting-edge, environment-focused company that we are working with to bring you iplan and the Smart Energy Kit.

    Sensor

    This is the part that attaches to your meter cables to measure how much electricity is going into your home.

    Smart Energy Kit

    This includes your display, your sensor, your USB cable and your user guide to help you manage your online iplan account.

    Software

    The software is the program that allows the information from your display to get to your online iplan account.

    Syncing

    This is when you link your display to your computer for the data to be transferred to your online iplan account

    Uploader

    This is the name we have given the software. It lets you send the data from your display to your online iplan account.

    USB cable

    This is the cable that connects your display to your computer.

    USB port

    This is the slot on your computer that your USB cable fits into.


  • *We may monitor your call to help improve our customer service.
  • Questions about iplan?

    If you have any questions about iplan, you can speak to one of our expert advisers on 0800 980 8754*.