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Rank 1
cromptontv
Rank 1
June 6, 2018
Solved

Can I get a replacement for my broken smart meter In-Home Display (IHD)?

  • June 6, 2018
  • 89 replies
  • 10009 views

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?

Best answer by

Updated on 14/10/25 by Ben_OVO

 

Sorry to hear that you’re having issues with your smart meter Pipit In-Home Display.

 

If the device is faulty we’ll happily replace it but we’d need to carry out some trouble-shooting first.

 

If it’s missing usage information for one or both fuels this could indicate a communication issue with your smart meters. It’s worth checking the ‘usage’ pages on your online account or OVO app (download for Android or iOS) to see if the data is missing here (see below). If so this might explain the issue. Rather than replace the IHD we’d advise you carry out a smart meter health check for your meter type below:

 

 

If you can see you smart meter readings are being received but the usage data isn’t showing on the IHD, the device might be out of range. Move it as close to your electricity smart meter as possible and reboot. If this fails to sort the issue contact our Support Team, who may need to re-pair the device to the meters.

 

If the device is blank or not turning on, it may be out of battery. Check that the device is plugged in to the mains before attempting to reboot. If this fails then reach out to our Support Team who can request a free replacement Chameleon IHD (available for SMETS1 or SMETS2 meters). Bear in mind that there might be a waiting list for delivery. In the meantime you can still check the same smart meter usage data using your online account. 

If there’s physical damage to the device (ie a cracked screen) or it’s been lost there may be a £28 charge for a replacement. Our Support Team can advise on whether this charge would apply and get a new IHD requested.

 

OVO customer but not got a smart meter yet? - Book today!

Interested but not yet an OVO customer? - Check out our plans!

89 replies

sam_cat
Newcomer
sam_cat
Newcomer
June 7, 2018
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.

😕
A
Anonymous
Solved
June 8, 2018

Updated on 14/10/25 by Ben_OVO

 

Sorry to hear that you’re having issues with your smart meter Pipit In-Home Display.

 

If the device is faulty we’ll happily replace it but we’d need to carry out some trouble-shooting first.

 

If it’s missing usage information for one or both fuels this could indicate a communication issue with your smart meters. It’s worth checking the ‘usage’ pages on your online account or OVO app (download for Android or iOS) to see if the data is missing here (see below). If so this might explain the issue. Rather than replace the IHD we’d advise you carry out a smart meter health check for your meter type below:

 

 

If you can see you smart meter readings are being received but the usage data isn’t showing on the IHD, the device might be out of range. Move it as close to your electricity smart meter as possible and reboot. If this fails to sort the issue contact our Support Team, who may need to re-pair the device to the meters.

 

If the device is blank or not turning on, it may be out of battery. Check that the device is plugged in to the mains before attempting to reboot. If this fails then reach out to our Support Team who can request a free replacement Chameleon IHD (available for SMETS1 or SMETS2 meters). Bear in mind that there might be a waiting list for delivery. In the meantime you can still check the same smart meter usage data using your online account. 

If there’s physical damage to the device (ie a cracked screen) or it’s been lost there may be a £28 charge for a replacement. Our Support Team can advise on whether this charge would apply and get a new IHD requested.

 

OVO customer but not got a smart meter yet? - Book today!

Interested but not yet an OVO customer? - Check out our plans!

C
Rank 1
cromptontvAuthor
Rank 1
June 8, 2018
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.
Tim_OVO
OVO Staff
Tim_OVO
OVO Forum Legend
June 12, 2018
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.
Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
C
Newcomer
csty
Newcomer
July 28, 2019
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?
Amy_OVO
Retired Moderator
Amy_OVO
Retired Moderator
July 29, 2019

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!

OVO-Joyed to help!
C
Newcomer
csty
Newcomer
July 29, 2019
thanks @Amy_OVO . I have reached out to OVO on Facebook.
    I
    Newcomer
    Iddybear
    Newcomer
    August 26, 2019
    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!
    I
    Newcomer
    Iddybear
    Newcomer
    August 26, 2019
    Would we be charged also as the internal charging port has snapped off so have to keep using batteries now!
    Eva_OVO
    OVO Staff
    Eva_OVO
    OVO Staff
    August 27, 2019

    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.

    My friend told me how electricity is measured and I was like Watt!
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