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FlexibleHead
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December 1, 2020
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Error message on my Pipit In Home Display (IHD): "Helpdesk Help Line No Refer Retailer Guide Supplier 0000" - What does this mean?

  • December 1, 2020
  • 25 replies
  • 2811 views

Howdo.

Just curious – had the following message pop up on my in-home display this afternoon. Got it twice at the same time, one each for gas and electric.

“ *** Helpdesk ** Help Line No.:”Refer Retailer Guide” ** Supplier:”0000” ***

Is that anything that needs attention, or can I ignore it? It’s the first message that’s come up since “Welcome to Ovo” in 2017. I didn’t even know it received messages, to be honest. If I hadn’t heard the beep when it arrived I’d be none the wiser.

Thanks!

 

    Best answer by Tim_OVO

    Updated on 07/11/25 by Ben_OVO

    Sorry for any confusion caused by this weird error message on your smart meter In-Home Display (IHD). We checked this one with the manufacturer of your Pipit IHD, who advised:

     

    Our technical team has identified that this appearance of text on IHD screen can be seen only for IHDs with older firmware version than IHDAE05. An update has now been made available and any IHD within HAN signal should be updates, with this message no longer showing on the homepage. It will show in ‘messages’ section as this looks at previous messages.  

     

    There’s more advice on getting the most out of your Pipit In-Home Display on this great guide.

     

    Worth mentioning that your smart meter usage data is also accessible on the usage pages of your online account or OVO app (download for Android or iOS) , if you haven’t already got to grip with checking the usage info here - check out this tutorial.

     

    Hope this clears up any confusion and you can get back to enjoying the full benefits of going smart!

     

    OVO customer but not got a smart meter yet? - Book today!

    Interested but not yet an OVO customer? - Check out our plans!

    25 replies

    Show previous replies
    Jess_OVO
    OVO Staff
    Jess_OVO
    OVO Staff
    April 28, 2021

    You seem to have received the same mysterious messages as others with your type of In-Home Display (IHD), @TWSaab. 

     

    I’m tempted to think that if you haven’t checked  your messages before these may have been sent out due to the same firmware update issue which happened in December, in which case they can be ignored -

     

     

    I’ve just been assured the messages showing in your ‘messages’ section include previous messages alerts, so it does look like the required firmware upgrade was successfully installed on that Pipet. 

     

    We’ve checked in with the Smart team about the compatibility of your Pipit IHD when your meters are enrolled on to the SMETS 2 platform . As @Blastoise186 has advised your Pipit IHD should still work following the upgrade of your meters, however if you do notice any issues with the device it would be best to contact our Support Team to re-pair this device to the meters or request a new device.

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    T
    Newcomer
    TWSaab
    Newcomer
    April 28, 2021

    Thanks.  You are right, just checked and the 3 messages were dated at the December 2020.  I don’t tend to look closely at the IHD so did not see the tiny message symbol, only looked yesterday as I found the article on this forum showing what can be set on the unit.

      B
      Newcomer
      Bobnden
      Newcomer
      November 7, 2022

      Hi, I have the same error message however it blocks me from being able to see anything.

      I’ve waited patiently for 2years for it to self correct, including an hour long call 6months ago to try to rectify the issue but, nothing.

      I am unable to use the menu as when touched it opens the same message as the original OP.

      Any ideas on how I can see real time useage?

      Tim_OVO
      OVO Staff
      Tim_OVO
      OVO Forum Legend
      November 8, 2022

      Hi @Bobnden - thanks for flagging this. 

       

      As the ‘best answer’ mentions, this should’ve been fixed by a ‘firmware’ update sent to the Pipet In Home Display (IHD) via the smart electricity meter. If the IHD isn’t connected to the home area network, this update isn’t possible. @Blastoise186 any tips to get this reconnected other than a web chat with Support? Perhaps turning it off and on again using the button on the back?

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      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      November 8, 2022

      Yeah, you can try to reboot. Otherwise chances are Support are going to need to get involved, not least to force that firmware update through again.

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