Geo In Home Display (IHD) lost connection to my L&G smart meter - are they too far apart?

I have a issue with my smart meter IHD not displaying data. This started about 3 days ago. The position of the IHD  in the house of the IHD has not changed in years, and in any case is only ~3metres from the electricity meter.

Symptoms:

IHD says: ‘Waiting for Data’ in the ‘Energy Now’ tab.

In ‘Energy Today’ tab, it shows £0.60 which i assume is the standing charge applied at midnight. The £ value does not increase during the day since this issue started.

In Status menu on IHD:

• Under Electricity: ‘Electricity Meter not connected. Status 28-1 Connected to the meter network, but not receiving all electricity meter data. Please wait for service to be restored’
• Under Meter Network : ‘Connected to Meter’
• Under Wifi : ‘Connected to Wifi’
• Under Cloud : ‘Problem with Cloud. Status: 41 Waiting for Cloud service connection, please wait’

Other observations:

On the the meter itself, all looks OK. On the Communications Hub, the SW, WAN and HAN lights flash in sync every 5 seconds. ‘MESH’ and ‘GAS’ do not illuminate (I don’t have Gas).

Data is still being sent to OVO as it updates daily on the app/website in the usual 30 minute interval readings.

Meter was installed by British Gas in 2022 and switched to OVO in April 2023 and everything, including the switch,  has always worked absolutely fine until a few days ago.

Any advice please?

Hi @nmt79 , the feed to your supplier doesn’t require the IHD so you indeed may still get readings in your account but do check as sometimes without data, these are estimated. 
What is the type of IHD?

There are several guides available 

There’s also a post here where someone’s also asking about the 28-1 code

Hi @BPLightlog thanks for the reply. It's a British Gas IHD , not sure of model, but have attached a photo. Has always worked fine up until a few days ago 

Readings are going to OVO fine and accurately (OVO account says last received today, and usage displayed online is in line with my expected usage, eg higher when cooking or charging the EV), so it's not estimated readings. 

Thanks for the heads-up on the other 28-1 code post. I see they needed it re-paired or a new one. 

Think I'll have to give OVO a call in the week to see if they can see or do anything from their end 

Customer support will be a good place to start. I did find a user guide for that unit online. It does appear to be a trio device so similar to the one which was being asked about earlier

That’s a rebadged SMETS1 Geo Trio from the old days of when Geo used to do whitelabel versions of their stuff. Other than the branding, it’s considered a Geo device - Geo has since stopped doing totally whitelabel editions. The most you’d get now is a far more subtle take like what SSE had.

I just wanted to update this here (it looks like my comments has been merged with an older similar thread above) with how my issue was resolved. After contacting OVO via online chat message and explained the problem, the agent said she’d send me an email requesting further information to send to the support team. For reference, the questions asked were…

Sorry to hear your In Home Display (IHD) has stopped working. Please can you complete a few quick tests for us to determine if it is the IHD or the charger that is no longer working correctly.

1) Is the device showing the time and date?

2) Is the time and date shown correct?

3) Is the WiFi symbol solid/flashing/not there?

4) Could you confirm the GUID? (Long ID number on the bottom of device)

5) How far away from your electricity meter do you store your IHD? Are there any walls in between that could be blocking the signal?

6) On your electricity meter, what is the light labelled HAN doing? How regularly is it flashing? Every 5 seconds? 3 seconds? Or 1 second?

7) In your own words, please describe the issue.

Once you have answered these questions we can send that information over to our Smart team to diagnose the issue. In the meantime please use your My OVO usage graph and statements to monitor your usage.

I responded to this and the next day support tried to ring me, but unfortunately i was on another call for work, but he immediately emailed me to say that he had logged on remotely and belives he solved the issue by re-syncing.

Unfortunately the IHD was in exactly the same state (It still had Status 28-1 in Electricity , and Status 41 in Cloud, in the status menu.) I also tried rebooting etc , to no avail. I repsonded by email to let them know this.

The next day another support agent rang and said that they would send an new IHD which would already be paired to my meter and it should arrive in a few working days.

Sure enough it arrived quickly, i plugged the new IHD in, and worked within about 30 minutes of powering up ! The model of the new IHD is a Geo Trio Touchbutton, and is better as it displays usage now and usage today next to each other on one screen, whereas my old British Gas badged Geo Trio II i had to flick between two screens to see current usage and today’s usage, and it also displayed Gas which i dont have in my property.  

Thanks OVO!

Hi @nmt79,

Thank you for coming back with an update on this. I’m glad to hear that this has been resolved for you.

Hello,

I got a new error yesterday saying there are issues connecting to the electric meter, but it connects to the gas one just fine. 

We moved in May 2024 and never had this issue before until yesterday. There is 2 bars at the side so it should be connecting just fine. What should I do?

Kind Regards,

Jonatan and Johanna 

Here is another photo showing more info on the issue: