Connectivity issue with my Chameleon In Home Display (IHD) and how I fixed it!

I have a Bulb account with a newly installed smart meter which has just stopped working completely after about two weeks. I started searching and found this forum and thread, and tried the fix mentioned in the first post. This is to let you know that the fix works for other meters! From the start the meter failed to show gas readings but was fixed within 2 to 3 days of complaining, although they never replied to my message other than an automated “did this help” message (which didn’t).

These things are so bad they are not worth the plastic they are moulded from.

I’m glad to here our forum offered you some help, @alan-c, please keep us in mind in the future as a potential supplier!

We moved into our new home early last year, we were previous Ovo customers, the supplier in our new home was British gas so we contacted Ovo to switch to them and did so on the 26/02/19 for a 2 year fixed rate plan. We were offered a smart meter by Ovo shortly after joining and our first meter was fitted on the 17/4/19, from this point until 21/1/20 we were not properly charged for electricity as the meter wasn't commissioned and it wasn't a dual rate meter it was a single rate. Our bills since have fluctuated quite heavily and it's quite difficult to know what's going on.. As for our IHD we are totally clueless as to what's going on, it won't show us any form of electricity usage, and the bills it is showing for us are extremely high (see photos) we have a wood burning stove at home so barely have the heating on yet we are being charged this much, can someone please look into this as I've made numerous calls to yourselves and still don't really know what's going on.

How long does it normally take to get a reply on here?

Hey @DanShelton83,  

The forum is user lead and therefore not the best place to get an instant or account specific response. I’ve popped your post here, there is a lot of handy info above regarding your IHD. Please reach out to the team they’ll be able to check over your billing.

You can send us a message on Facebook, Twitter and our Help Centre has online chat! You can reach our team on: 0330 303 5063.

Thanks! 

HI all

was hoping to get some help with the IHD3 had it a couple of months and have switched since and its been fine for a couple of weeks and notiest that its now not showing the electric  anymore and the symbles doesnt bring anything up

i have tried to reset it and not worked any ideas anyone?

@tony1tf @DanShelton83 @tonyw707 - any advice for @mikey086 on this IHD check?

Let’s see what our IHD users come back with, Mikey. 

If you need Support team help,  we’re on Facebook, Twitter and our Help Centre has online chat!

I had SMETS 2 smart meters fitted by OVO over 2.5 years ago. Initially there were some problems maintaining connection to OVO network which was something to do with how the meters communicate with the network here in Scotland  but these issues were sorted out over 2 years ago and everything was working fine with the meters and my Chameleon IHD until  late November 2023 when for three days my gas meter seemed to lose communication with OVO and my IHD had no gas meter usage then ( during this period no meter reading appeared for gas on the OVO app). After 3 days the  gas meter readings started again coming through on the App. However over a week later gas meter usage still had not  reappeared on the IHD despite me rebooting it. I spoke to OVO Customer service on 7/12/23 and they attempted to sort the issue from their end but all that caused was the IHD to become totally disconnected ( no gas and electric data appearing on the unit)and despite further calls to OVO they were not able to get it reconnected and the Smart Meter Team eventually phoned me to tell me they would send a new IHD which I received on 21/12.  The new unit is a GEO II and I plugged it in as instructed on the accompanying letter and starting receiving the gas meter usage within a few hours. However since then I have received nothing for the Electricity usage. All the IHD shows for that is Awaiting Data see System Status. When I look at that it says Electricity Meter Service Issue, connected to Meter Network but not receiving all electricity meter data and 28-1 is at the end of that message. I should add there is no WIFI signal appearing on screen just a red triangle where that should be. I have  spoken to OVO twice in past 10 days and they tried to pair the IHD  to electric meter again and advised me to reboot the IHD again which I did and to wait 7 days and if still no electricity data by end of that period advised me to contact them again which I did on Wednesday and have now been advised they are setting me out yet another IHD. I am not entirely convinced a new unit will sort situation. I should add that the WAN and LAN lights on the electricity meter are flashing as normal  I would be grateful for any advise on this matter.

Thanks

28-1 means the Geo IHD isn’t authorised in the electric meter. Pairing needs to be performed again.

If that fails, everything needs to be power cycled by an engineer.

Thanks for your speedy reply. Ovo told me they tried to pair it again last week but that doesn’t seem to have helped. Think I will wait until the new IHD they said they were sending arrives and if same problem occurs ask for an engineer visit