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

@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

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 😡😡😡

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

• Sourcing a replacement In Home Display (IHD), where to get one if mine is broken?

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?

Hi @Maria Walker ,

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

• Sourcing a replacement In Home Display (IHD), where to get one if mine is broken?

I have a Smart Meter but not an In-House Display unit. How can I go about getting one?

You can ask customer support although I’m not sure about supply at present. Alternatively take a look at this 

• Sourcing a replacement In Home Display (IHD), where to get one if mine is broken?

and thus show some alternative apps should you need more data 

• Energy usage data from third party Apps: Ivie, Loop and Hugo - my guide Tutorial

we have just come back to Ovo and now need to get smart meter up and running  we also need a new digital smart meter so we can see what we are using

Hi @Lorraine5691 can I ask how recently you switched? It does take a while for smart meters to re-sync when switching suppliers

We switched 01.04.  We used to be with OVO a few years back and had smart meter so just need it to work

Ah, ok. It can take around 6 weeks for the connection to sort itself out so it’s worth checking every so often to see if readings are being automatically sent

You can check here

https://account.ovoenergy.com/meter-readings

I had some work done in my house and put the little usage thing in a safe place.  Is it possible to get a new one?

It's the little thing that shows  exact usage for gas and electricity. 

Thank you 

Hiya!

You can indeed, but you’ll need to pay for one.

• Sourcing a replacement In Home Display (IHD), where to get one if mine is broken?

Either the ivie Bud or Hildebrand Glow IHD should work.

Please can anyone suggest how can I get an OVO IHD, I have been supplied previously with one which won’t work. OVO have advised it’s faulty, I have the wrong smart meters, I have the right smart meters but they need a firmware updated which will be completed Feb 2023. or they have no stock (I have been waiting over a year) 

I have emailed & called OVO multiple times & get a different answer most times.

My last contact via email I was advised 

“Regarding your IHD, we have no timeframe of this as we have none in stock at the moment.”

Previously I was advised the below, I called to arrange for the meters to be exchanged 

only to be advised they can’t change the meters (I have the older SMETS 1 meters)

“Unfortunately were having issues with the supply of the smart one in home displays. We could arrange for meter exchanges on both gas and electric. If you would like to arrange this please call our customer care team on 0330 303 5063 and well be happy to help.”

Any help or advise would be appreciated.

Thanks

Hi @Millenios and thanks for posting this. 

There’s lots here to unpack. It’s tricky to give advice on your smart meters as we’re not sure of the situation exactly. The vast majority of first generation smart meters have now been enrolled and adopted onto the same network as the second generation smart meters. If your meter can’t do this for any reason, it will get replaced. I believe the latest deadline across the industry for this is now the end of 2023:

• National enrolment and adoption (E & A) of SMETS1 smart meters onto the Data Communications Company (DCC) - Your Guide F.A.Q.

Could you confirm what type of first generation smart meter you have? 

Can you confirm if this smart meter sends us your meter readings remotely? If it does and it’s set up to send us your usage every 30 minutes, you have great insight available via your online account: https://account.ovoenergy.com/usage

@Blastoise186 also made this guide on sourcing replacement In Home Displays, but before you get one make sure it’s compatible with your meter type:

• Sourcing a replacement In Home Display (IHD), where to get one if mine is broken?

Hi I have SMETS 1 meters. Secure Liberty 100 & Secure Liberty EG4v 10 I believe they send frequent readings. I wanted the IHD to see real time usage to help understand & reduce the family usage. 

Just had another email from OVO advising they can no longer supply

despite being assured I had one on back order which I have been chasing for over a year

“unfortunately we don't have in home displays in for the smets 1 and have stopped getting them in.”

The IHD has always been (& still is) advertised as a great way to track & reduce your energy usage.

I assume not for OVO the more I use the better :0)

Again any help or advise would be appreciated.

Thanks Again 

Hey @Millenios ,

Unfortunately, the Secure Pipit 500 is no longer manufactured by Secure, there’s no way for OVO to get more of those. It’s not some kind of plot to make more money - just a case that the Pipit 500 is ancient and not made anymore.

Hildebrand can help though with their Hildebrand Glow IHD. You can get one via https://shop.glowmarkt.com/products/display-and-cad-combined-for-smart-meter-customers?variant=36560284352664

This link has been adapted purely to make sure you get the right version. If you use it, I won’t get anything out of the sale.

Alternatively, the ivie Bud is an option https://ivie.co.uk .

Thanks Blastoise186  Interesting to know there are options. I would have assumed OVO would source these as an alternative, as I understand the IHD is supplied FOC as part of the contract. Seems ironic to pay £69.00 as for a cost saving device Heh.

Unfortunately, those IHDs are third party. While OVO does allow you to use them of course, there’s no arrangement in place to provide those models for free - and neither of them is designed to be given out by a supplier either, or at least, not these versions.

You get one IHD for free at meter installation as a gift, but after that it’s up to you. Where possible and subject to stock, OVO always aims to send one out for free if you move into a property without one. However, the Pipit 500 is irreplaceable with like-for-like ones and S1 compatible IHDs are like gold dust.

Hi. Just joined have been with Ovo for about 2 years, have smart meter but would like to get IHD in my flat hopping someone can tell me how to go about it? thank you

Hi @Madmy55 , depending on which smart meter you’ve got, you could ask customer support if they have any available. 

Customer Support  -  tel:03303035063

Webchat  -https://help.ovoenergy.com/#contact_us_container

Here’s a guide to various versions

• OVO SMETS2 smart meter In Home Displays (IHD) - Guide Tutorial

You can also see similar data via authorised third party apps

• Energy usage data from third party Apps: Ivie, Loop and Hugo - my guide Tutorial

Why have I not received an in-house display, will I ever get an in house display. Been with OVO over 2 years from SSE and still no in house display.

If you haven’t had an IHD yet, let the Support Team know.

Been waiting 2 years for an IHD.

Hi. I still not received smart meter which I ordered 2months ago