Skip to main content
C
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
  • 10000 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

Show previous replies
Abby_OVO
Community Manager
Abby_OVO
Community Manager
August 25, 2025

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.

Currently Playing: She's Electric
S
Rank 4
Scotia121
Rank 4
October 13, 2025

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.

 

Blastoise186
Super User
Blastoise186Super User
Super User
October 13, 2025

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?

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
S
Rank 4
Scotia121
Rank 4
October 13, 2025

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. 

Blastoise186
Super User
Blastoise186Super User
Super User
October 13, 2025

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.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
Nukecad
Super User
NukecadSuper User
Super User
October 13, 2025

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 said, Hey - Watts going on.
S
Rank 4
Scotia121
Rank 4
October 13, 2025

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. 

 

S
Rank 4
Scotia121
Rank 4
October 13, 2025

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.

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. 

S
Rank 4
Scotia121
Rank 4
October 13, 2025

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

Blastoise186
Super User
Blastoise186Super User
Super User
October 13, 2025

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.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
Show more replies
Terms & ConditionsAccessibility statement

OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

OVO (S) Gas Limited is part of OVO Group Ltd