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

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.