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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
  • 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

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S
Rank 4
Scotia121
Rank 4
October 13, 2025

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. 

Abby_OVO
Community Manager
Abby_OVO
Community Manager
October 14, 2025

Hey ​@Scotia121 

 

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

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    J
    Rank 5
    Jacko6625
    Rank 5
    October 26, 2025

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

    BPLightlog
    Super User
    BPLightlogSuper User
    Super User
    October 26, 2025

    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

    Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    October 27, 2025

    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.

     

     

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    J
    Rank 5
    Jacko6625
    Rank 5
    October 27, 2025

    Just spoke to support . They are sending a new one . Thanks for  advice

      Ben_OVO
      Community Manager
      Ben_OVO
      Community Manager
      October 28, 2025

      Brilliant news ​@Jacko6625!

       

      The current timeframe for receiving a new IHD is within ten working days. When it arrives, please contact our Support Team. They’ll help you pair the IHD to the smart meter so that it starts showing your usage. It’s a very quick process, it just requires someone on our side to start the pairing process.

       

      Feel free to come back with any other questions you have in future, always here to help 😁.

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      J
      Rank 5
      Jacko6625
      Rank 5
      October 28, 2025

      Thank you . Will do that when I receive.

        J
        Rank 5
        Jacko6625
        Rank 5
        November 6, 2025

        Received IHD few days ago . All set up and is working well. Thanks so much to everyone concerned .

          Ben_OVO
          Community Manager
          Ben_OVO
          Community Manager
          November 7, 2025

          Excellent news ​@Jacko6625! Thanks for letting us know 😁.

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