Thank you for being part of PG&E's Home and Business Area Network (HAN) pilot program! The goal of the program is to test new features and gather information that will help improve the HAN experience. The pilot is limited to a small group of participants so PG&E can understand what is useful and what needs to be improved before offering the new functionality to all eligible customers.In this pilot program, the following features and information will be available to you:
Pilot Program Participants
Please review the information below for helpful tips and information. If you have additional questions or need help, please contact HAN Customer Support at HelpingHAN@pge.com or by calling 1-877-743-4357, Monday-Friday, 8 a.m.-7 p.m.
If you are not part of the HAN pilot program, you can still use HAN.
View Requirements »
Frequently Asked General Questions about the Home and Business Area Network (HAN) Program
Aztech Frequently Asked Questions
Rainforest/Bidgely Frequently Asked Questions
Rainforest/EnergyVUE Frequently Asked Questions
PG&E's HAN program provides customers with the ability to wirelessly connect a ZigBee Smart Energy Profile (SEP) device to the electric SmartMeter™ on their premise to see near-real-time energy usage information. A range of devices that can use or display this information in various ways are available, allowing customers to see, monitor and control their energy usage and costs.
The electric SmartMeter™ has two radios. The first relays your electrical consumption and meter status back to PG&E, to help deliver your energy reliably and efficiently. The second radio is for HAN, and is turned off by default. When you sign up and activate this second radio, the SmartMeter™ takes the electricity usage information it already gathers and makes it available to your HAN-compatible device securely and in real-time. Your device requires that meter information to show you how much electricity you're using in near real-time.
The information you see is "near real-time." There's a 15-60 second delay, depending on the device and/or SmartMeter™, in communicating your actual electricity use and cost to your device.
No, the device is a tool that provides information to help you understand and monitor your electricity usage, but it does not guarantee lower bills. Lowering your energy bill depends on the behavior changes you and your household make to save energy.
Near Real-Time Electricity Usage shows how much electricity is being used in your home in near real-time. To learn how much energy various electrical appliances use, turn them on and off and see how the usage changes.
Current Electricity Rate is the price of your electricity at that moment based on your rate plan tier (E1 and E6 customers) or Time of Use period (E6 and EVA customers), which changes depending on factors defined by the rate plan and where you are in the bill cycle. It does not include discounts, but does include California Alternative Rates for Energy (CARE), if you are enrolled in this program.
Near Real-Time Electricity Cost is provided on some devices by multiplying Near Real-Time Usage and the Current Electricity Rate, so you can see how much your usage is costing you at that moment.
This is an estimation of what your actual electricity bill would be if it closed today, based on your usage. It includes all charges on an actual bill, but excludes credits or balances from previous bills. The Estimated Bill to Date includes at least one day of forecasted usage for the day prior. The Estimated Bill to Date is intended to provide an approximation of your bill so you can better track and control usage and Near Real-Time Electricity Costs, but it may not exactly match your bill.
Your Forecasted Monthly Bill is a prediction of what your monthly electricity bill will be based on your usage to date. It forecasts your usage for the remaining days in the billing cycle based on your previous usage, and calculates that with the Estimated Bill to Date. More usage is forecasted at the beginning of a billing cycle, and later in the cycle actual usage is available, so it will become more accurate over the course of the billing cycle.
SmartRate™ and Peak Day Pricing customers will receive notifications on their HAN devices the day before and day of SmartDay™ and Peak Day Pricing events.
A kW is a unit of power—in other words, the rate at which energy is used or generated. A kWh is a unit of energy equivalent to 1,000 watt hours, and it's a common unit of measure that utility companies use for billing electric energy. As an analogy, if you were to fill a bucket with water from a hose, the rate at which the water flows from the hose into the bucket would represent kW (power), while the total amount of water in the bucket when finished would represent the kWh (energy).
The information you see when you're logged into My Energy, your PG&E online account, which you can access at pge.com, differs from the data displayed on a HAN device because these tools use different approaches and different calculation methods. Using a HAN device is the only way to see near-real time usage and cost information, including all charges and discounts that are applied to the actual bill. PG&E's goal is to provide customers with different options so they can choose the one that best suits their needs.
If you are on an E6 rate, there are tiers within each Time of Use period. If you changed tiers based on your usage, your rate will change.
More About Rates »
Please call HAN Customer Support at 1-877-743-4357, Monday-Friday, 8 a.m-7 p.m.
Anyone who meets the requirements can use a HAN device and receive usage information. However, the pilot program is limited to a small group of people so we can gather feedback to improve the new functionality before it is made available to more customers.
View Requirements »
We understand that situations change and you may no longer be able to participate in the pilot. Please return the HAN device and provide feedback about your experience. Contact HAN Customer Support at HelpingHAN@pge.com or 1-877-743-4357, Monday-Friday, 8 a.m-7 p.m.
Yes, Aztech and Rainforest guides are available as PDFs:
The SmartMeter™ has two radios. The first relays your consumption and meter status back to PG&E to help PG&E deliver your energy reliably and efficiently. The second radio is for HAN, and is turned off by default. When you sign up and activate this second radio, the SmartMeter™ takes the electricity usage information it previously gathered and makes it available to your HAN-compatible device. Your device requires this meter information in order to show you how much electricity you're using. The process is conducted securely and in real-time.
Go to pge.com/myenergy, log in to your PG&E My Energy account and visit the HAN Dashboard under Additional Services. Eligible smart meters will appear in the Electric SmartMeter™ table at the bottom of the page. The + icon will expand the table and display the HAN-compatible meters. Once you have a HAN device, you can register it on the HAN dashboard.
The first step is to configure the meter, which turns on the second radio and allows the HAN device to "join" to the meter. This process takes approximately two minutes, but can sometimes take up to four tries.
Once the meter is successfully configured, you will be able to join your device by choosing Join Device. This process takes approximately 5 minutes, but can sometimes take up to four tries.
If you're having trouble connecting your device to the meter, please see the connection hints, below. If after four tries you are still unable to join your device to the meter, please email HAN Customer Support at HelpingHAN@pge.com or call 1-877-743-4357, Monday-Friday, 8 a.m-7 p.m.
For more information or help connecting a device, please email HAN Customer Support at HelpingHAN@pge.com or call 1-877-743-4357, Monday-Friday, 8 a.m-7 p.m.
The MAC Address is a sequence of numbers and letters unique to each device. It is usually found on the device’s packaging, labeling or in the menu options. When entering this information, please check carefully for numbers and letters that look similar, such as zero and the letter O, and enter them correctly. Since the numbers are small, it is sometimes easier to take a photo of the numbers and enlarge them as you type them in to My Energy, your online account, which is accessible through pge.com.
If after you have attempted to join the device, you think you have entered the MAC Address incorrectly, you must call HAN Customer Support to correct it at 1-877-743-4357, Monday-Friday, 8 a.m-7 p.m.
For the Aztech device, the MAC address is called "MAC" on the device and "EUI" on the bottom of the device.
For the Rainforest device, the MAC address is called "MAC" on the device and "MAC ID" on the box.
The Install Code is a sequence of numbers and letters unique to each device. It is usually found on the device’s packaging, labeling or in the menu options. When entering the installation code, please check carefully for numbers and letters that look similar, such as zero and O, and enter them correctly. Since the numbers are small, it is sometimes easier to take a photo of the numbers and enlarge them as you type in to My Energy, your online account, which is accessible through pge.com. If after you have attempted to join the device, you think you have entered the installation code incorrectly, you must call HAN Customer Support to correct it at 1-877-743-4357, Monday-Friday, 8 a.m-7 p.m.
For the Aztech device, the Install Code is called "IC" on the box and the bottom of the device.
For the Rainforest device, the Install Code is called "Install Code" on the box and "IN" at the bottom of the device.
My Energy, which you access through pge.com, is only compatible with Internet Explorer, Chrome and Firefox. My Energy pages and the HAN Dashboard may not appear correctly in Safari or on Apple handheld devices.
Using the browser BACK button can sometimes affect the dashboard appearance—please use Previous buttons when logged into My Energy, your online PG&E account, for best results. If you're experiencing issues, sign out, close the browser and sign back in. If this doesn't resolve the issue, clear the browser cache and try again.
The device is manufactured by Rainforest, but Bidgely provides one of the available tools for viewing your Rainforest data. On the dashboard, select Rainforest (EAGLE).
No. Your device only works with one meter at a time. For instance, if you'd like to give your device to a friend, then you must first call Customer Support to disconnect your device from the meter on your premise. Once you have disconnected the device from the meter, the device can then be joined to another meter.
Yes. You can connect up to 20 devices to the SmartMeter™, although PG&E recommends using an intermediary device, such as a Gateway (for more information, see What types of devices work with my SmartMeter™?), if you intend to connect more than three devices to the SmartMeter™.
To disconnect your device from the SmartMeter™, please contact HAN Customer Support at 1-877-743-4357, Monday-Friday, 8 a.m-7 p.m.
HAN information does not appear on My Energy, which you access through pge.com. This information is accessed via a HAN device. For gateway devices without a built-in display (like Rainforest/Bidgely), you need to use a website or mobile app to view your data (like Bidgely or EnergyVUE). In Home Displays (IHDs) will display HAN data on the device screen. For more information, see What types of devices work with my SmartMeter™?
The HAN radio signal is broadcast on a securely encrypted, 2.4GHz ZigBee Smart Energy 1.0 standards-based wireless channel. ZigBee incorporates PKI certificates using Certicom Elliptic Curve Qu Vanstone (ECQV) technology, which helps uniquely identify each device at the time it joins the Home and Business Area Network, and allows devices and the meter to securely authenticate when communicating with each other. Only devices that have been securely authenticated and paired with the SmartMeter™ can access your real-time energy data. In addition, like a Wi-Fi network, your device is only accessible within the localized area around the SmartMeter™ (typically up to 75 feet).
PG&E safeguards the information delivered to the SmartMeter™. Once you connect a device to the SmartMeter™, however, this data becomes your data and you may share this information with third parties of your choice. Please note that you are responsible for safeguarding any personal information you share with third parties.
With gateway devices where energy usage is viewed on a third-party website or with a mobile application, you can choose which site or app to use, and the level of information you wish to provide the third party partners. When you provide information of any kind to a third party, you are responsible for safeguarding your information and are agreeing to the terms and conditions of that company; PG&E is not responsible for the security of these services.
HAN devices provide a great deal of information to help you understand your energy usage, but not all the data comes from PG&E. The goal of this pilot is to get feedback on the data generated by PG&E, outlined below. For questions about other information provided on your device, please visit the Aztech website.
There are two screens with PG&E-generated information about your energy usage:
Yes, you can adjust the sound, light, brightness and other features of your Aztech In Home Display. Please visit the Aztech website to download the Configuration Manual, which has instructions for setting preferences.
When viewing messages from PG&E, your device will beep. You can adjust this setting. Review the Configuration Manual on the Aztech website for information on how to adjust the volume.
As your electricity use increases, the speed of the Light Arc increases, sweeping from left to right. As the price of electricity increases, the Light Arc changes color from green, to yellow, red, magenta and purple. The Light Arc color also changes based on the criticality of messages sent from PG&E.
Aztech provides additional information to its users such as usage in the past 24 hours and usage over the past 28 days. For additional information, review the user manual on the Aztech website.
If you are still unable to join your device, please contact HAN Customer Support at 1-877-743-4357, Monday-Friday, 8 a.m-7 p.m. If you are having issues after joining the device to the meter, please review both the Aztech In-Home Display User and Configuration Manuals for configuration and user information on the Aztech website. If you can't find the information you need, contact Aztech Associates Inc. through their support webpage.
For basic joining issues, please contact HAN Customer Support at HelpingHAN@pge.com or call 1-877-743-4357, Monday-Friday, 8 a.m-7 p.m.
You can submit questions to Rainforest by going to the company's support page.
HAN devices provide a great deal of information to help you understand your energy usage, but not all the data comes from PG&E. The goal of this pilot is to get feedback on the data generated by PG&E, outlined below. For questions about other information provided on your device, please visit vendor websites for guidance: Rainforest and Bidgely.
There are three screens in which you will find all basic information about your energy usage. After logging into your account from bidgely.com, you will see the main screen, below. The format of the Bidgely app is different than the site, but the data will be the same.
You do not need to provide that information to use Bidgely. By providing it, however, Bidgely will be able to obtain some historical energy usage data from your PG&E account to make your immediate experience more robust. Without it, your energy usage history in Bidgely will start the first time you log in.
It is important to note that when you provide information of any kind to a third party, you are responsible for safeguarding your information and are agreeing to the terms and conditions of that company. PG&E is not responsible for information provided to Bidgely.
Bidgely is not supported on Internet Explorer 8 (IE8) or older versions. If you are using IE8, try another browser to view your Bidgely account.
If your data does not appear to be correct, check that you used the bidgely.com/pge2014 link to sign up. If you signed up from the Bidgely main page, you will not receive the pilot data provided by PG&E.
This happens occasionally. When it happens, wait a few minutes and then refresh your screen. If it does not refresh within 15 minutes, contact Bigdely support by going to the Bidgely website and submitting an email by selecting the ? in the bottom right corner of the screen.
Yes, you can change settings, add additional information about your household and find more information about options available on the Bidgely website. Select the ? in the bottom right corner (on the website) to search their knowledge base for help.
Yes, you can download the latest Bidgely app from iTunes (for iOS) or Google Play (for Android). You will need to complete your account set up on the Bidgely website prior to using the app.
You can find information in the Bidgely knowledge base on the Bidgely website. Select the ? in the bottom right corner (on the website) to search their knowledge base for help or submit a request.
HAN devices provide a great deal of information to help you understand your energy usage, but not all the data comes from PG&E. The goal of this pilot is to get feedback on the data generated by PG&E, outlined below. For questions about other information provided on your device, please visit the Rainforest website.
mDNS is an Apple program, Bonjour for Windows, that is required to access EnergyVUE. You do not need to have an Apple computer to use this program. If you do not have mDNS on your Windows computer, get more information here.
Current Usage displays the rate at which you are consuming energy in kilowatts. This is shown as a meter graph with a number below. Meter Reading displays the total accumulated electricity usage reading in kilowatt-hours from the smart meter. This usage is labeled, "From Grid."
Yes, there are apps for both iPhone and Android phones. You can download the apps as you would any app for your phone. Please note, however, that the app only displays information when on the same network as the gateway device.
Occasionally too many HAN devices try to join the system at the same time. Please wait 10 minutes and try again.
Occasionally a device will lose connectivity to the SmartMeter™. The device will attempt to reconnect. If the connection is re-established, you will see your electricity consumption information as you normally do. If the device is unable to reconnect, please try the following activities before calling for technical assistance:
Please contact PG&E HAN Customer Support for help troubleshooting issues related to the SmartMeter™ and the HAN radio. Our team can be reached at HelpingHAN@pge.com or by calling 1-877-743-4357, Monday-Friday, 8 a.m-7 p.m. For device specific issues, please contact the device manufacturer.
Your Current Electric Rate reflects changes in your tier, time of use period or during a SmartDay™ and Peak Day Pricing Event Day. For more information on time of use and tiers, please see the Time of Use Plan or Tiered Base Plan pages.
If you are on an E1 rate, our most common residential energy rate, you will begin to see your Current Electricity Rate and Near Real-Time Electricity Cost after the start of your next bill cycle.
E1 customers should see Near Real-Time Electricity Usage, Estimated Bill to Date, Forecasted Monthly Bill soon after joining their devices.
E6 or EVA customers should see all the new HAN data (Near Real-Time Electricity Usage, Current Electricity Rate, Estimated Bill to Date and Forecast Monthly Bill) soon after joining a HAN device. If you are on one of these rates and do not see this information, there may be a problem. Please contact HAN Customer Support by email at HelpingHAN@pge.com or call 1-877-743-4357, Monday-Friday, 8 a.m-7 p.m.
If you are still seeing your Near Real-Time Usage, but not your Current Electricity Rate and Near Real-Time Electricity Cost, and you had previously viewed this information, please contact HAN Customer Support at HelpingHAN@pge.com or call 1-877-743-4357, Monday-Friday, 8 a.m-7 p.m.
There are occasionally technical issues that prevent information from being received on the device. Several attempts are made each day to send this data, but if it is unable to be delivered, your Estimated Bill to Date and Forecasted Monthly Bill will be sent the following day with the most current information.
Your Forecasted Monthly Bill is calculated using your current electricity usage to date and an estimate of what you will use throughout the rest of your billing cycle based on your past usage. If your usage varies significantly from week to week, your forecast may be affected. While we do our best to provide a realistic estimate, there is no way for us to predict exactly what your usage and resulting bill will be.
For each SmartDay, you will receive two messages on your HAN device: the first the day before the event, and one the second the day of the event. Occasionally, technical issues prevent notifications from being received on the device. If you received one of the messages, but not the other, it is likely due to a minor technical issue and you should receive future messages.
If you did not get either HAN message, or if you did not receive a notification on your primary channel (phone, fax or email), please contact HAN Customer Support at HelpingHAN@pge.com or by calling 1-877-743-4357, Monday-Friday, 8 a.m-7 p.m.
Confirming messages lets us know that you’ve received them. Only some HAN devices have this option.
Some device manufacturers model similar information to the PG&E-generated data being tested in this pilot. The data varies because the manufacturer and PG&E use different approaches and calculation methods. Only PG&E can provide Near Real Time Electricity Rate, Estimated Bill to Date and Forecasted Monthly Bill information and include all charges and discounts that are applied to your actual bill.
For HAN-specific questions, email HelpingHAN@pge.com or call 1-877-743-4357, Monday–Friday, 8 a.m.-7 p.m.
Device manufacturers may provide information beyond the PG&E-generated data. To understand this information and how to best use it, we suggest visiting the device manufacturer's site to review Frequently Asked Questions (FAQs) and other materials that can educate you about your device.
If you have questions about the survey or need the survey link resent, please contact our survey partner at 1-877-932-0611, Monday-Friday, 10 a.m.-7 p.m. Tell them you are part of the PG&E HAN Pilot.
The first incentive card will be mailed by October 1, 2014 and the second by December 1, 2014. If you have completed the required activities by the outlined deadlines and have not received your cards or have questions about them, please contact Citibank at 1-800-522-7458, 24 hours a day, seven days a week.
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