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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

Updated on 12/10/20: If you have a Secure Liberty 100, 110 smart meter, you will need a Chameleon IHD3. Stock of these IHDs vary, as they are not the latest model. Reach out to our Support team for an update how to get a replacement. 

If you have an Aclara or Honewell/Elster smart meter (SMETS2), we have SMETS2 IHDs we can send you. Reach out to our Support team for an update how to get a replacement. 

 

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

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thanks @Amy_OVO . I have reached out to OVO on Facebook.

Thank you for your help. You’ve provided me with more information in 2 days than I got from OVO in the last 8 months.

 

Looking for the the IHD online, I can confirm it’s not a Pipit, but a Chameleon IHD3.

 

what I don’t understand is why they would be having procurement issues when they are still doing more installations and obviously providing IHD’s during this time so they must have a stock of them somewhere.

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Good points @Madsocks79 and welcome to the Forum.

Firstly, I wish you’d posted here months ago because we could have provided the correct answer for you almost immediately. The Forum has a breadth of knowledge amongst its members which enables us to delve into the technical reasons why things go wrong. And as we don’t work for OVO, we don’t have to abide by company policy either. :slight_smile:

Secondly, the possibility of your SMETS1 meters being exchanged for SMETS2 is a big fat zero. When SMETS1 was initially specified it was stipulated that all those 1st generation meters must be software upgradable to full SMETS2 functionality “over the air” (no site visit required).

In fact most of the SMETS1 meters installed by OVO have already been upgraded by the manufacturer. We are now in a phase called Middle Operating Capability, which commenced 30th July 2020. This phase will gradually migrate those meters onto the National Smart Meter Network, under control of the Data Communications Company (DCC).

At that point customers will be able to freely switch between Energy Suppliers whilst retaining full smart capability.

The IHD you require is almost certainly a Pipit, manufactured by Secure. You can buy them brand-new on Ebay for about £13. So I have no idea why OVO is having procurement difficulties.

Even if you do obtain a cheap Pipit yourself, it still needs to be paired with your Communications Hub. That can only be done over the telephone between you and OVO Customer Services.

Now that we’ve explored the ground, how would you like to proceed?

 

My IHD broke back in February and I advised OVO for a replacement.  Since then I’ve been told I can’t have one because they don’t have any information as to when one will be available.  I’ve been on a waiting list for months and months.  Only today was I told the actual reason for the delay………..because I have a 1st generation smart meter and I need an older model of display which they are having trouble getting delivery of.


I’ve emailed them back asking why can’t I have a SMET2 meter installed then if it’s so difficult getting an older version of an IHD.  I am just waiting for them to respond, but I have a feeling I know how this will go. “No you can’t have a SMET2 because you already have a SMET1 and we don’t do upgrades, so basically you’re going to have to wait for these rare products to come back into stock”.  What the hell is the point in me having a smart meter if I can’t even get a IHD to go alongside it.

 

Anyone else been waiting close to a year for a replacement IHD?

 

My contract is up in December and I’m seriously considering switching away. I’ve been an OVO customer for several years now, yet I’m not getting anything for my custom, just getting fobbed off with excuse after excuse.

Userlevel 7

I’ve moved your topic over to this existing thread, @Madsocks79 and updated the best answer (at the top) with the latest. It’s not great to hear of your experience this year, trying to get reliable info on your IHD options.

 

It can be tricky for an agent to know the latest info on stock volumes of these IHDs, which our in house engineer team Field Force (it’s not part of Kaluza FYI @Transparent) aren’t providing when they fit the SMETS2 Aclara or Honewell/Elster smart meter, instead they fit SMETS2 IHDs  

 

I’ll do some digging on time frames and latest stock volumes and aim to update the best answer of this topic again once confirmed. Could you help me by letting us know the latest advice from the Support team @Madsocks79 ?

I’ll do some digging on time frames and latest stock volumes and aim to update the best answer of this topic again once confirmed. Could you help me by letting us know the latest advice from the Support team @Madsocks79 ?

 

Let’s put it this way, I’ve had absolutely nothing from them, which has been the norm since February 2020.  It’s just the usual “you’re on a waiting list”, “don’t know when we are getting stock in”.


They’ve never asked what type of IHD it is, they’ve not confirmed if my SMET1 meter has been migrated under the DCC.  They’ve basically just regurgitating the same information just to fob me off.

 

I emailed them last week about the possibility of getting a SMET2 meter installed, but unsurprisingly I’ve yet to receive a response.


So good luck to anyone who has a broken IHD and needs a replacement, you will be waiting a looooooooooooooooooooooooooooooooooooong time to get one.

 

I’m sick of emailing them to be honest; my contract is up mid december so if I can get confirmation that my SMET1 meter has had the migration to DCC done so I can take it to other suppliers, then I’m just going to cancel my OVO contract and go somewhere that I’ll actually be wanted; maybe Octopus or somewhere else.

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@Tim_OVO wrote:

our in house engineer team Field Force (it’s not part of Kaluza FYI)

Well I was told this on two occasions by OVO Installation Engineers last year (2019). Was the move to work within Kaluza mooted and then rescinded?

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 7

Thanks for this honest feedback, @Madsocks79 - I’m still trying to get an update on stock:

 

I’ll do some digging on time frames and latest stock volumes and aim to update the best answer of this topic again once confirmed. Could you help me by letting us know the latest advice from the Support team @Madsocks79 ?

 

My contact is back ‘in the office’ today I’ve heard, so leave that with me. 

 

@Tim_OVOwrote:

our in house engineer team Field Force (it’s not part of Kaluza FYI)

Well I was told this on two occasions by OVO Installation Engineers last year (2019). Was the move to work within Kaluza mooted and then rescinded?

 

Yes a restructure has taken place since then @Transparent - all change in OVO world :rainbow:

Thanks @Tim_OVO, appreciate the assistance.

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 7

Hi @Madsocks79 me again!

 

I’ve been advised that for Secure Liberty smart meters, with faulty Chameleon IHD3, you have two options currently:

 

  1. A remote back-end action to try and reconnect and fix issue. Our Support team can help with this. 
  2. A Pipet IHD to be sent out (currently low stock). Our Support team can add you to a list to be sent one.  
  3. We’re not sure if it’s a good solution to recommend buying a Pipet yourself. These are supposed to be provided by us, free of charge.

 

One ray of hope it the possibility of IHD6s being available for all smart meters once upgraded, at some point in the future. These will be the latest model so supply chains will be in fine working order. I am offering no promises, but in my opinion, the online account with a half-hourly reads smart meter is better then a Pipet anyway….

Userlevel 6

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!

Userlevel 6

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.

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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!

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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

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

How do i do this?

Userlevel 6

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:

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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?

Updated on 12/10/20: If you have a Secure Liberty 100, 110 smart meter, you will need a Chameleon IHD3. Stock of these IHDs vary, as they are not the latest model. Reach out to our Support team for an update how to get a replacement. 

If you have an Aclara or Honewell/Elster smart meter (SMETS2), we have SMETS2 IHDs we can send you. Reach out to our Support team for an update how to get a replacement. 

 

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

Userlevel 7
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.
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.

😕
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.

Reply