That's S1 Itron :)

Sorry @Blastoise186, what does that mean  They won’t replace it? Cheers

I’m afraid so. It’s good for at least another four years as far as I can tell

I had my SMETS 2 smart meters installed on 22nd May 2023. It took a couple of months before the meter started sending readings to OVO but it's since been sending readings daily which is great.

I was given an IHD when they installed the smart meter and told it would take 24 hours before it worked. I left it a couple of weeks plugged in less than a meter from the smart meter but never got any data. I've gone through at least 10+ live chats with OVO customer services whilst they tried to remotely repair the IHD. All but one worked, I briefly had historic gas usage showing but no live data and no electricity. This lasted for around an hour and the final live chat attempt completely broke the IHD and I was told I'd need a new one as it was no longer communicating remotely.

Several customer service operators have told me that the IHD order has been requested but they can't tell me how long it will be until I receive it. I chased multiple times but gave up and realised I wasn't going to get anywhere when I kept getting the same answer. I even asked if I could submit a formal complaint to see if that would expedite the process but again I've heard nothing. This was probably 2 months ago now and I still have no IHD.

I moved into my property last year and being considerably older than my last house (new build) the bills are significantly more so I was really keen to have an IHD before we head into winter and I could monitor live spend data, particularly gas usage, so I'd know when to click the central heating off. 

Anyone else able to give me timescales on their experience of receiving an IHD?

I was able to get one delivered to me in under a week. However, this was in early 2021 when stocks were extremely healthy for S2 IHDs.

If you want an IHD now, I have options for you. I don’t get any commission or kickback for these.

Also, you won’t get live real-time gas usage either regardless of what IHD you have. Gas meters only heartbeat once every 30 minutes, so the IHD will only show half-hourly snapshots.

My smart meter and IHD was installed in March 2023 and stopped working in August 2023. I have tried to get OVO to look at it without success. Now they say they want me to agree to a £30 penalty if I have to cancel an agreed techician visit. Say I have a heart attack and I had to cancel the appointment, I do not think it fair it would cost me £30. After all the smart meter and IHD is OVO’s property and not my responsibility. I have refused to agree to the £30 penalty.

Hi @SFR

I don't work for OVO, I am just a customer like you. 

The penalty term is part of the ovo standard terms and conditions that you are already signed up to when you joined. You can't pick and choose the terms. 

It doesn't  say you will be charged, just that you may be charged. I would have thought ovo isn't going to charge you if you have a heart attack given the wording if it is explained to them you have had a heart attack. 

I am also confident the Ombudsman would be on your side if that is really needed. 

(b) when you haven’t kept an agreed appointment with us or our agents. If you make an appointment and can’t keep it, you must let us know 24 hours before the appointment, or you may have to pay a fee for the appointment;

https://www.ovoenergy.com/terms

Thanks for the advice. Time to move to a different supplier. I guess I’m risk averse.

Actually, the same rules apply across the board. No matter who you’re with, that £30 missed appointment penalty applies.

HOWEVER, it is able to be waived in certain situations. A medical emergency would have a 100% chance of a fee waiver being granted for example.

Hey @SFR,

The penalty applies only if you cancel within 24 hours or don’t notify us at all. It’s to OVO’s discretion, so if something happened like a customer having a heart attack or other medical issue, I think it is seriously unlikely for them to get charged. 

The reason this rule is in place is so that engineer time isn’t wasted and they are able to see customers who need appointments. 

My smart meter home display has stopped working I have waited three weeks for a new on I am still waiting is this normal 

I have phoned the company all I get is that it’s in the post that was two weeks ago 

I am thinking off changing my supplier 

Please show us photos of what you’ve got.

My smart meter is situated in a cupboard in a communal corridor and therefore not easily accessed. The previous property owner did not leave a monitor. How can I monitor meter readings without using the meter itself?

Can I buy a remote monitor that can be linked to the meter?

Is there an app that I can download that can be linked?

Thanks

Hey @bobf ,

You might be able to get a replacement IHD. The Hildebrand Glow IHD works especially well with Secure Liberty meters. You’ll want the SMETS1 variant from https://shop.glowmarkt.com/products/display-and-cad-combined-for-smart-meter-customers . I won’t get any kickback or commission if you make a purchase, however I am known to Hildebrand as I’ve spoken to them a few times.

Alternatively, check out my guide below for other options.

Many thanks 

I had my smart meter installed 3 years ago. Was not given an IHD. Rang up support they said they would send one out in 5 days. Nothing arrived. Months later rang support again, they said they were sorry and would send one out in 5 days….nothing arrived. This was over a year ago. Rang support again 3 weeks ago, they said they were sorry and would send one out in 5 days! Still nothing!!!

Has all the answers :)

My IHD is not broken I have never had one despite being pomised for years!

That thread still covers you - I’ve added advice for that too which has been there since the first version.

The engineer who installed my meters didn’t give me an IHD, can I still get one?

Sure thing. You’re entitled to one anyway but it might just be that the engineer ran out of stock on the day they installed your meters. Have a chat with the Support Team if you’re with OVO, or customer service of your supplier and they should arrange for one to be sent out in the post. As with above, OVO has a policy that you’re always entitled to have an IHD sent out in the post for free if the engineer didn’t give you one during the initial install. Most suppliers share the same view, but it’s always best to ask them directly.

Are you refering to the above? I have done that multiple times (over multiple years). Was told each time one would be delivered in 5 days. It shouldn’t be this difficult.

That is indeed the answer. But the guide also covers other options in case that route doesn’t work.

You might be faster to get one yourself from ivie or Hildebrand.

Hi @ross1234, 

I’m sorry to hear this. I can see that Blastoise186 has already provided a link to a helpful article.

As you’ve mentioned getting in touch a few times about this already, I’m going to have our Forum Support team reach out to you so they can help you further.

Look out for a private message here soon: https://forum.ovoenergy.com/inbox/overview.