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


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97 replies

Jeffus
Plan Zero Hero
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  • Plan Zero Hero
  • 2561 replies
  • March 15, 2023
Kevan wrote:

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

 

 


  • Carbon Cutter*
  • 2 replies
  • 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
Plan Zero Hero
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  • Plan Zero Hero
  • 7967 replies
  • March 21, 2023

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

 


  • Carbon Cutter*
  • 3 replies
  • 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
Plan Zero Hero
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  • Plan Zero Hero
  • 7967 replies
  • 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:

 


  • New Member*
  • 1 reply
  • March 24, 2023

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


BPLightlog
Plan Zero Hero
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  • Plan Zero Hero
  • 2729 replies
  • March 24, 2023

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

and thus show some alternative apps should you need more data 

 


  • Carbon Cutter*
  • 2 replies
  • April 11, 2023

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


BPLightlog
Plan Zero Hero
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  • Plan Zero Hero
  • 2729 replies
  • April 12, 2023

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


  • Carbon Cutter*
  • 2 replies
  • April 12, 2023

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

BPLightlog wrote:

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

 


BPLightlog
Plan Zero Hero
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  • Plan Zero Hero
  • 2729 replies
  • April 13, 2023

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


  • Carbon Cutter*
  • 3 replies
  • May 29, 2023

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 


Blastoise186
Plan Zero Hero
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  • Plan Zero Hero
  • 7967 replies
  • May 29, 2023

Hiya!

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

Either the ivie Bud or Hildebrand Glow IHD should work.


  • Carbon Cutter*
  • 3 replies
  • May 31, 2023

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

 

 


Tim_OVO
Community Manager
  • Community Manager
  • 1878 replies
  • June 1, 2023

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:

 

 

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:

 

 


  • Carbon Cutter*
  • 3 replies
  • June 2, 2023

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 

 

 

 


Blastoise186
Plan Zero Hero
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  • Plan Zero Hero
  • 7967 replies
  • June 2, 2023

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 .


  • Carbon Cutter*
  • 3 replies
  • June 2, 2023

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.


Blastoise186
Plan Zero Hero
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  • Plan Zero Hero
  • 7967 replies
  • June 2, 2023

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.


  • New Member***
  • 1 reply
  • June 11, 2023

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

 


BPLightlog
Plan Zero Hero
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  • Plan Zero Hero
  • 2729 replies
  • June 11, 2023

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

You can also see similar data via authorised third party apps

 


  • Carbon Cutter**
  • 8 replies
  • August 16, 2023

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.


Blastoise186
Plan Zero Hero
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  • Plan Zero Hero
  • 7967 replies
  • August 16, 2023

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


  • Carbon Cutter**
  • 8 replies
  • August 16, 2023
Nancy_OVO wrote:

Hi @BEVVY99 - I've moved your post onto this thread - you should find the info you need above.

Cheers!

Been waiting 2 years for an IHD.


  • New Member**
  • 1 reply
  • October 19, 2023

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


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