How do I get an In-Home Display (IHD) for my Smart meter?

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