Why is the tariff rate on my smart meter and Chameleon In Home Display (IHD) wrong?
Best answer by NinjaGeek
Updated on 08/07/24 by Abby_OVO
Good spot on the mis-match between your unit rates on your online account and Chameleon In Home Display (IHD).
It’s worth checking whether the discrepancy is just due to the VAT. Your OVO online account will usually show your unit prices excluding VAT whereas your IHD may show the same prices including VAT - if the difference between prices is 5% this will explain things.
If the price difference isn’t down to the VAT (ie. its more or less than 5% difference) the tariff information on your device may need to be updated. It may be that you’ve recently had the meters installed or your prices have recently changed and the rates loaded on to your meter haven’t quite been updated. In this case reach out to our Support Team to get that corrected. It is worth bearing in mind the following:
Usage costs on your IHD may not 100% match your daily charges
As the prices loaded on to your smart meter and IHD aren’t automatically linked to the rates on your account, inaccurate prices seen here won’t affect the accuracy of your bills. For this reason we’d always advise the actual usage charges on the ‘Billing’ page of your online account, if you’re worried that your IHD is showing incorrect information.
If you’ve got a Pipit IHD but are seeing the same issue - check out this topic for more advice.
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Can anyone tell me why the app shows my balance much higher than the smart meter? I’m aware it takes a snapshot at midnight, and I know energy prices are high but I’m pretty sure I didn’t use over £50 worth overnight! App showed £69 when I went to top up today but meter only showed £10 and smart meter was nowhere near £69 yesterday anyway.
+5- Plan Zero Hero
- 2729 replies
Are you talking about the smart meter
Of course, there is also a delay in any usage accounted for so ‘yesterday's’ usage might not be fully accounted for until the next day
You’re billed based on the meter readings from the smart meter themselves so the correct balance (if we’re getting readings through) will be on the online account.
Your in home display may be showing incorrect rates or might not be communicating with the meters. BPLightlog has given some helpful advice here.
Are you talking about the smart meter
If it’s the IHD, that can often have incorrect pricing and is not used for billing. Billing is taken from your actual meter readings and your pricing from your plan
This topic may have some helpful advice
Sorry yes meant IHD unit. I am pre-pay and know that the IHD display only showed about £11 on Tuesday so when I went to top up yesterday, I was surprised the app balance was much higher at £69 but today the app and IHD tally so I guess just an off day on the app yesterday. Thanks for replying 😊.
No problem. I’m glad it’s all sorted now
We have a pay as you go topic hub which may help with any future questions you have.
Have a lovely weekend!
Useful links:
For OVO Pay As You Go customers with a smart meter, here’s the online top up portal page.
For OVO Pay As You Go customers with a smart meter, here’s a link to download our app for Android.
For OVO Pay As You Go customers with a smart meter, here’s a link to download our app for Apple.
How to get in contact about my OVO Pay As You Go account
- The best way to get in touch with us is via chat here. Just click the green chat icon on the bottom right of your screen. We’re here to help anytime from 8am to 8pm Monday to Friday and 9am to 5pm on Saturday and Sunday.
- Or call us on 0330 175 9669 - Opening hours: Mon-Thu 8am to 8pm, Friday 8am to 6pm, Sat-Sun 8am to 5pm.
Am on pay as you go meter since price cap change jan 1st ,appear to have been an am being charged for daily standing charge and no usage. Am stage 4 terminal cancer sufferer and have been trying to get answers. Advised ovo by their chat this morning but they say everything is fine. Any idea what I do next?
+1- Plan Zero Hero
- 7867 replies
Hi
Sounds like there might be a meter fault. Can you post photos of the meter real quick?
Apologies, I have stage 4 cancer and was taken ill, had to go back to bed. I had a response back from OVo.and they are investigating. The meter is communicating with them and usage is being recorded. 2 pictures I sent prove that and also only the daily charge was charged. All this started when the the jan 1st price cap came in.
+1- Plan Zero Hero
- 7867 replies
Gotcha, if OVO’s already investigating then it should be sorted sooner or later.
Hi
I’m really sorry to hear of everything you’re going through at the moment.
As Blastoise has mentioned, if it’s been raised with the team they should be investigating this. If you don’t hear from them again soon or make no further progress, do pop back to us at the Forum and we’ll see what we can do further to help here.
Hi, can confirm OVO have fixed the fault and re pinged the display with the new price details. All working fine now. Really great customer service from OVO.
+1- Plan Zero Hero
- 7867 replies
Nice one, thanks for letting us know!
If ya need us for anything else, you know where to find us. :)
Hey
Thanks for the update, I’m really glad the team were able to get that sorted for you no problem and the service went smoothly. Really glad to hear that.😊
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