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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

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D
Rank 2
Dougy
Rank 2
December 12, 2025

Is IHD 3 Type 1 no on off switch compatible with SMET 2 meters.

Ben_OVO
Community Manager
Ben_OVO
Community Manager
December 12, 2025

Hiya ​@Dougy and welcome to the OVO Forum! I hope you’re well.

 

You may be referring to a Chameleon brand IHD3. If so, this is compatible with S2 meters, and is an IHD3 that we’ve provided our customers. There’s more info here:

 

 

Let us know if you have any other questions!

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    D
    Rank 2
    Dougy
    Rank 2
    December 12, 2025

    Hiya ​@Dougy and welcome to the OVO Forum! I hope you’re well.

     

    You may be referring to a Chameleon brand IHD3. If so, this is compatible with S2 meters, and is an IHD3 that we’ve provided our customers. There’s more info here:

     

     

    Let us know if you have any other questions!

    OVO Have sent me a new IHD it's a geo I have had one before with my smet 1 meters the engineer that fitted the new meters said it was not compatible and he took the old one and gave me the ihd 3 type 1 which stopped working after a week the new geo ihd is not working not commissioned rang ovo was told I would have to wait for a complaints handler to sort it out, bunch of complete idiots out of contract February going back to British Gas I've had enough of the imbeciles thier loss.

    noggin_java
    Newcomer
    noggin_java
    Newcomer
    December 14, 2025

    Hi. Our old Eon IHD stopped working recently, we have been using it since we switched to OVO in I think, 2017. I emailed asking if we could receive an OVO IHD on the 15th of November. I received a reply on the 19th of November informing me that an IHD had been ordered for me, and that it may take up to 2 weeks to arrive. It is now over 15 working days since and we are yet to receive our IHD.  Please advise. Thank you.

    Chris_OVO
    Community Manager
    Chris_OVO
    Community Manager
    December 15, 2025

    Hey ​@noggin_java,

     

    I'm really sorry to hear that you're still waiting for your replacement IHD. It might be a good idea to send a friendly follow-up email to check in on the status of your IHD. Our support team is here to help, and they'll be able to provide you with an update. 

     

    Please keep us posted on how things go!

    Renewable energy jokes never get old.
      noggin_java
      Newcomer
      noggin_java
      Newcomer
      December 15, 2025

      Hey ​@noggin_java,

       

      I'm really sorry to hear that you're still waiting for your replacement IHD. It might be a good idea to send a friendly follow-up email to check in on the status of your IHD. Our support team is here to help, and they'll be able to provide you with an update. 

       

      Please keep us posted on how things go!

      ​@Chris_OVO 

      Hi. Had a call back this evening. It seems that something went awry and the IHD had not been ordered for us.  The operator was hugely apologetic and has placed one on order for us.

      Thanks. 👍

      Abby_OVO
      Community Manager
      Abby_OVO
      Community Manager
      December 16, 2025

      Hey ​@noggin_java 

       

      Sorry to hear that hadn’t been arranged originally, though I’m glad to hear they’ve got that sorted 2nd time around. 

       

      Do keep us updated on how you get on.😊

      Currently Playing: She's Electric
        noggin_java
        Newcomer
        noggin_java
        Newcomer
        December 30, 2025

        Hi. We now have a IHD, thank you OVO for sorting. Only problem now is that it isn’t connecting to the electricity meter. How long should this take? It’s been plugged in for at least a week now.

          Thanks.

        Ben_OVO
        Community Manager
        Ben_OVO
        Community Manager
        December 30, 2025

        Hi ​@noggin_java, I hope you’re well.

         

        Our Customer Services teams are mostly closed at the moment, however our Social Media team are working. I’d recommend getting in touch via Facebook or Twitter.

         

        When you get through to an advisor let them know that your IHD isn’t showing electricity usage, and they’ll put through a remote request called an ‘XJOIN’. This is basically a message sent to your IHD to get it showing the usage data. 

         

        Let us know how this goes!

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