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

Hello all,

My dad’s OVO smartmeter has stopped working, it was on it’s way out January and I spoke to OVO via the chat feature and they informed me they’d send him one out, however one didn’t arrive.

He doesn’t do technology so he really can’t come to this website to organise a new one and he gets flustered on a phone.  Is there anyway I can organsie a new one to be delivered to his home, with the least fuss possible for him?  I was hoping to email OVO however I can’t find a customer service email anywhere on this website.  

Thank you for any help you can give me here.

Hi @Villordsutch , presumably you are thinking of the in home display (IHD) rather than the smart meter. 
You could try the chat facility if that might help. Depending on his smart meter type, that might help get one organised. 
Webchat  -https://help.ovoenergy.com/#contact_us_container

Hi, My gas & electric meters were changed yesterday for smart models. Engineer did a great job and all appears well. He also provided a Trio II Accessible IHD which was plugged in & working when he left. I subsequently unplugged it for a short while to go elsewhere in the house. The screen turned off after after a short while which I would expect it to do. Problem is I cannot get the device to turn back on. I have connected it back to the mains overnight but still the screen is blank & I cannot turn it on. There is no on/off button so I assume the display should show when any button is pressed. Anyway, I have now unplugged it to try to drain the battery thinking the device might have got itself locked into some sort of ‘loop’. I have tried the reset detailed in the manual but that did not help. Hard to believe its developed a fault this soon. Any thoughts anyone might have on how I can turn this on or if I need to contact OVO for a replacement much appreciated Thanks.

Hey @Andy85 ,

Oops… That’s… Not good…

Could you let the Support Team know? You qualify for a free warranty replacement by the sounds of things. Please let them know you need an AIHD rather than the regular types. They’ll sort one out for you.

Live Chat is best, via https://help.ovoenergy.com . Feel free to link to this thread, as it’ll save you typing this out again.

Hi @Blastoise186 

Thanks for your reply. Will follow up with Support Team as suggested. I do not particularly need a AIHD. Its just what the engineer provided. Will let them know.

Thanks

No worries, that’s cool too. In that case, you can also ask for just a regular IHD. I generally prefer to recommend getting the AIHD only if you need one. :)

my in home display is not working no one at ovo wants to help i never wanted the smart meter in the first place the old meter was better im sick of going in circles with this company

Hi ​@Seanmcdonagh ,

Please show us what you’ve got and what the symptoms are. If we can offer advice on what you can do, we will do so.

Thanks

Hi everyone, was genuinely wondering if anyone has had to same issue has me. I have been with boost/OVO for a very long time and when I first joined I got given an IHD. However, that one came faulty and since then my requests for a new one have been ignored. With one agent telling me "we don't do them anymore". Not quite sure how true that was.

The app 8 out of 10 times fails to tell you for days how much is left on the meter, or only tells you what is left at the beginning of the day and we do not get notified if we are running low. My smart meter isn't easily accessible and is an absolute hassle to access. 

So, what do I do? Most times when I call, I am connected to someone who barely speaks English and struggles to understand me. My requests for an IHD at the time of a call, I am told one will come, one has been on its way for many years. 

Anyone in a similar situation?

Hi ​@JobiWan96 ,

Could you show us your meter please?

In the meantime, one of my guides might help you.

Hey ​@JobiWan96 

If you could share photos of you meters, that would be helpful. Some models no longer have compatible IHDs produced if the meter model is older and no longer produced.

Ultimately though, as we don’t have access to accounts here at the Forum you’ll need to get back in touch with the Support Team so they can make sure a request has either been submitted or if they need to make a new request for any reason. Blastoise186 linked to a really helpful topic, I’d definitely suggest checking that out if you haven’t already.

Let us know how you get on.

I have a smart meter and the last couple of days the display has been going dark.  I can get it back by pressing thr home button but doesn't last long.   It's like it goes at midnight.  It is connected to mains so not on battery.  Think it is still sending readings as the green light is on.

Hi ​@Scotia121 .

That’s actually your IHD, not a Smart Meter.

This is the Night Mode function to reduce distractions. It will light up during the day but go dark at night to help you sleep. It WON’T mess up meter readings though - that’s totally separate.

Has it been doing this during the day?

Just actually checked meter readings and it hasn't sent one since 8th October. I know it's the display but the problem is, it has stopped lighting up during the day.  And now not sending readings. 

Are you absolutely SURE that Meter Readings aren’t hitting your OVO account? If so, https://smart-meter-help.ovoenergy.com can help diagnose that.

Be advised that IHD != Smart Meter - that black thing you showed me is an IHD (specifically a Chameleon IHD3), the actual Smart Meter is affixed to your wall.

The IHD will have be deliberately set to only light up after you touch a button, rather than being on all the time. it wii go off again if you dont touch a button for so many seconds.

I have mine set like that so that it isn’t lit up all day.

it can be changed in the settings if you would prefer to have it lit all the time, on all day but not at night, or only when you touch a button.

I haven't changed anything.   This just started a couple of days ago.  It's not sending readings either and hasn't since 8th October. 

I am positive that meter readings are not being sent and I do know the difference between IHD and the actual meters.  However,  it was because the IHD went dark that I checked.  Defo no readings since 8th October. 

Won't load the screenshot so don't know if you can see it.  Showing error message and no readings received. 

Hi ​@Scotia121 ,

Looks like you’re struggling a bit there. Please email them to forum@ovoenergy.com - you can ask a Forum Moderator to upload them on your behalf.

It's fine.  Should be simple to upload screenshot but am speaking to Ovo now.  Meters to be changed out.  They are not communicating.   They will hopefully turn up at the appointed time on this occasion. 

Hey ​@Scotia121 

Glad to hear the Support Team have arranged that in the end, do let us know how you get on.

Can you replace my ihd ? You have never supplied me with one

Not sure if you’ve moved or not but there’s a question here with a similar theme 

You would need to get in touch with customer support for more help

Morning ​@Jacko6625!

If you’ve got an IHD already from another supplier that works, then we won’t be able to replace it. 

However, if you don’t have an IHD, or yours is broken, then we can send a new one, or try and repair the current one to the smart meters. let us know how you get on when speaking to Support.