My IHD3 failed in March and I was without a device until I received an IHD6 in August. Unfortunately the display still isn’t talking to the SMET2 meters despite numerous phone calls to OVO.
It is showing the default out of the box information but I am being told by OVO that it is registered on their system. The issue appears to be local communication between the smart meter(s) and the IHD.
The “pairing” issue has been ongoing since the 25th August and has now been escalated to the Smart Metering Team. I’m being told that I just have to wait for them to call me and/or perform a firmware update on the meters.
How long should I expect to wait?
Best answer by Transparent
I’m afraid there’s no shortcut to you waiting for an OVO engineer to contact you. It isn’t possible to add a device into the Home Area Network (HAN) without your Energy Supplier first sending a command to permit this. Even then there is a time-based feature, requiring you to complete the actions at your end before the timeout expires.
I assume the issue at OVO’s end is that so few of the relevant staff are now working within the Bristol HQ because of the Coronavirus restrictions. Since there is already a question-mark over whether your new IHD is or isn’t properly recognised, this operation is going to require a more senior member of staff to check and confirm the steps of the process.
I don’t think there’s anything more we can advise here on the Forum, apart from you sending an email to email@example.com marked for the attention of the SMETS2 Team, reminding them that you are still waiting.