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My In Home Display (IHD) is broken - can I get a replacement?


The title pretty much says it all.

I looked up the website on the Pipit documentation - www.securetogether.com - and they don't seem to exist any more.

Do OVO have spare Pipits?

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Best answer by Anonymous 8 June 2018, 16:04

If the In Home Display (IHD) is faulty we'll happily replace it, @cromptontv

You'll need to send us your faulty IHD - once we've received it we'll send you out a new one. Message us on webchat via the Help Centre, or send us a PM on Facebook with your full name, DoB and account number so we can note down that you'll be sending back an IHD and so we can send you out a pre-paid stamp.

I'm sorry you've not had your replacement arrive yet, @sam_cat. Reach out to us with the above details so we can chase it up for you.

Cheers,
Emma

Updated 06/05/2020

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17 replies

Userlevel 2
Good luck... Mine was sent back for replacement, promised to be shipped within a couple of weeks, nothing showed. Chased, promised it would be sent, nothing still.

😕

If the In Home Display (IHD) is faulty we'll happily replace it, @cromptontv

You'll need to send us your faulty IHD - once we've received it we'll send you out a new one. Message us on webchat via the Help Centre, or send us a PM on Facebook with your full name, DoB and account number so we can note down that you'll be sending back an IHD and so we can send you out a pre-paid stamp.

I'm sorry you've not had your replacement arrive yet, @sam_cat. Reach out to us with the above details so we can chase it up for you.

Cheers,
Emma

Updated 06/05/2020

Thanks for this. It’s been accidentally knocked off its wall mount and the battery holder has cracked so it doesn’t hold batteries in. Not sure if this will qualify as faulty. So I’m expecting your reply. I’m in the brace position.
Userlevel 7
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Reply incoming @cromptontv - this wouldn't be a fault, it's just broken. We would send out a new In Home Display for a charge of £28. This can be arranged by calling us on: 0330 303 5063. There's no need to send the IHD back though.
I had my smart meter installed at the beginning of the month, the engineer said that IHD will be delivered by post.
It has been 3 weeks now, but no sign of it.

Is anyone aware of any delivery issues for IHD? Anyone else also waiting for one to be delivered?
Userlevel 6
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I've popped you post here, @csty, the above info will help. I'd recommended getting in touch with our team, they'll be able to check out the delivery status of your IHD.

You can send us a message on Facebook, Twitter or webchat via the Help Centre, or give them a call. You can reach our Customer Care team 9-5 Monday-Friday on 0330 30 5063.

Hope this helps!

thanks @Amy_OVO . I have reached out to OVO on Facebook.
Reply incoming @cromptontv - this wouldn't be a fault, it's just broken. We would send out a new In Home Display for a charge of £28. This can be arranged by calling us on: 0330 303 5063. There's no need to send the IHD back though.
Would we be charged also as the internal charging port has snapped off so have to keep using batteries now!
Would we be charged also as the internal charging port has snapped off so have to keep using batteries now!
Userlevel 5

It's hard to say for sure, @Iddybear, the team would need to check to see how the port broke.

You can send the device back so it can be checked we'll send you a free post sticker, just get in touch with us on Facebook, Twitter, webchat via the Help Centre, or give them a call. You can reach our Customer Care team 9-5 Monday-Friday on 0330 30 5063.

I am told that i need to replace the IHD MONITOR- it is faulty

How do i do this?

Userlevel 7
Badge +2

Hi @nizu 

If you have been told you need to get a replacement. Your best bet would be to contact OVO via email or webchat.

Webchat: Help Centre

Phone: 0330 303 5063

Thank for your speedy reply

just contacted ovo and told they do not have any in stock???

Difficult to believe!

Userlevel 7
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Oh man that sucks :-( 

Sorry I can't help you there as I am only an OVO forum user like yourself. I know it's probably not something you want to do but have you looked on eBay? Maybe people are selling one

Userlevel 5

We are experiencing stock issues, @nizu, but we can add you to a waitlist to get one sent out as soon as one becomes available. We can’t confirm a time frame for how long this will take, but message the team to get this sorted via the Help Centre.

 

That’s a good idea, @ITGeek123, and I wish it was that easy but we wouldn’t connect an IHD from a third party as it could compromise the security! :no_good_tone3:

Userlevel 7
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Thanks for the reply @Eva_OVO Would it work if Nizu bought the same IHD he currently has from eBay or am I guessing you configure them before they are sent out to homeowners?

Userlevel 6
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Hey @ITGeek123,

It’d still be a no as other suppliers use the same models of IHD as us, so even if you buy a Pipit or Chameleon online we don’t know where it’s come from.

Cheers

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