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Best answer by Tim_OVO

Updated on 14/05/26 by Chris_OVO

 

Sorry to hear you didn’t receive an In-Home Display when your smart meters were installed, sometimes this can be due to stock issues when the engineer visited.

 

If you make our Support Team aware that you’re missing this device (either since an installation or if you’ve just moved in) they can get one popped in the post for you as soon as possible. If your meters were installed by another supplier, you’d need to check that they’re currently compatible with OVO as we’ll need to be in communication with the meters to get the device paired. We can usually communicate with any S2 meters and Secure S1 meters. If you’ve got another type of S1 meter it’s worth checking whether the meter has been ‘enrolled and adopted’ allowing it to communicate with all suppliers - more in on this here.

 

If you haven’t already checked it out there’s also some really great usage data available on your online account or OVO app (download for Android or iOS) - find out how to access this info on this great guide. Just one of the great benefits of going smart!

 

We have a great guide made by one of our top volunteers, why not check it out:

 

 

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

Smart meter lost communication with us? Fill out this Online Form.

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

97 replies

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Jeffus
Rank 20
Jeffus
Rank 20
March 10, 2023

I reported my In Home Display as being faulty. Ovo tried to cure the problem there end but had no luck. They ordered me a new on before Christmas & as yet not received a new one (March) Ovo keep saying it's on it's way but still no luck. Anyone else having this problem? Really miss IHD as it's better than the app 

Hi @Kevan

You could try putting in a complaint, that can sometimes help speed up things. 

https://www.ovoenergy.com/feedback

After 8 weeks you can get the Energy Ombudsman involved. 

You can also leave a review on Trustpilot which also sometimes helps

https://uk.trustpilot.com/review/www.ovoenergy.com

K
Newcomer
Kevan
Newcomer
March 10, 2023

Thanks so much for your replies, really appreciate it. As of today the app is no longer showing me daily, monthly usage. I've had this b4 as have a lot of customers. But it did right itself after almost a month.  Thanks again for your help.  Kev

Y
Newcomer
yetanothername
Newcomer
March 11, 2023

They fitted us with 2 x new SM Gas ans Electric in Oct 22 with a new IHD, none of them work and CS team keep asking me to provide readings, so you are not alone!

 

All I can say is good luck.

 

 

    Tim_OVO
    OVO Staff
    Tim_OVO
    OVO Forum Legend
    March 13, 2023

    @Kevan your online usage pages should be up and running again, I think you were affected by a temporary drop out that also affected me and others at the end of last week. 

     

    @yetanothername sorry to hear about this, I assume you’ve been asked to do a smart meter health check?

    Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
      K
      Newcomer
      Kevan
      Newcomer
      March 15, 2023

      Yes ovo did all the checks but nothing worked so sending a new one. That was Christmas & as of today 15/3/23 heard nothing 

      Jeffus
      Rank 20
      Jeffus
      Rank 20
      March 15, 2023

      Yes ovo did all the checks but nothing worked so sending a new one. That was Christmas & as of today 15/3/23 heard nothing 

      @Kevan 

      I am unconvinced the OVO Support Team are being clear enough for all customers just how long it will take for a replacement IHD to be dispatched. 

      I suggest you log a complaint given your example so you can be sure it is properly tracked if you haven't already 

      https://www.ovoenergy.com/feedback

      After 8 weeks you can ask the Energy Ombudsman to help

       

       

      L
      Newcomer
      Leebee
      Newcomer
      March 21, 2023

      I have been waiting over 7 month & all I get is sorry!! Then when I complain I get we will get in touch within what Eva scale they tell me yet am still waiting it’s a disgrace 😡😡😡

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      March 21, 2023

      We’ve said it here many times. If you fancy a new IHD, your options can be found in this guide:

       

      Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
      M
      Newcomer
      Maria Walker
      Newcomer
      March 22, 2023

      Hi all,

      I am a new OVO customer.

      I do not have an IHD though I would like one so I don't have to keep checking the app for my usage.

      Is it easy to be sent one from OVO?

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      March 22, 2023

      Hi @Maria Walker ,

      You can request one, but there may be a wait. I’ve got faster options for you at this guide:

       

      Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
        Show more replies
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