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

  • 25 January 2018
  • 29 replies

Why have I not got a home display with my smart meter



Best answer by Tim_OVO 26 June 2020, 15:55

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29 replies

Userlevel 7


As for getting a new IHD though, yep, that’s definitely possible. I guess the previous family may not have realised that the IHD was supposed to remain in the house, though I can understand why they might not have known that given the circumstances. Not to worry, there’s a solution to this problem. OVO’s Support Team can help out with these.

If you let the Support Team know that you need a new IHD because you don’t have one yet, OVO can arrange for a replacement to be sent out free of charge.


Some great advice here from our resident smart meter enthusiast, @Blastoise186.


I notice from a separate thread that you’ve actually got S1 Landis+Gyr meters installed there, @Haz - worth clarifying that we would need to be in communication with your meters in order to get an IHD paired up so I’ve made that extra clear on the Best Answer above. 


If we can’t currently offer you an IHD, all is not lost. Once your meters complete the ‘enrolment and adoption’ process and we re-gain communication we can then send out and pair up the device so worth getting back in touch at this point. :ok_hand:

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Howdy @Haz !

Did you mean British Gas or Scottish Power by any chance? Those are the two suppliers that seem to most likely fit the name you mentioned.

As for getting a new IHD though, yep, that’s definitely possible. I guess the previous family may not have realised that the IHD was supposed to remain in the house, though I can understand why they might not have known that given the circumstances. Not to worry, there’s a solution to this problem. OVO’s Support Team can help out with these.

If you let the Support Team know that you need a new IHD because you don’t have one yet, OVO can arrange for a replacement to be sent out free of charge. You’ll need to get it paired up once it’s been delivered and the Support Team will be able to walk you through the process once you’re ready. There’ll also be instructions in the box that will help you out as well.

Depending on what meters you have, it may take a while for OVO to get a new IHD sent out to you, but the Support Team will be happy to try and get that taken care of.

Hopefully you’ll be able to find that energy guzzler as well!

If you need a hand with anything else, feel free to stop by anytime. :)

Hi, is it possible to get a new IHD for smart meters that were installed by another supplier. 

We have smart meters that were installed for the previous home owner by Scottish Gas (I believe) but when the home owner died the family cleared the house including the IHD.  Our bills are rocketing and I can’t see why.  I have the OVO app but again the usage doesn’t make sense (using more while away on holiday than when at home)



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No worries,

It may be worth chatting with your landlord about it as well. That IHD will NOT work with any other smart meters beyond the ones it has been paired with, so taking it elsewhere is not helpful since it won’t work. Strictly speaking, it also remains property of the supplier as well and shouldn’t really leave the house. If you’re able to recover the existing one, I’m pretty sure OVO would appreciate it.

Oh, and it also cannot be counted on the Inventory of the Tenancy Agreement as being landlord property either for the same reason. As a Gifted Item? Maybe, but given that it remains the property of the supplier and is kinda “owned” by the property where the paired smart meters were installed, it should really be brought home if it can be located. :wink:

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Prefect, many thanks for your help @Blastoise186!

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Heya @TheEpicBlob !

Oh no! How cheeky of that landlord eh? Walking off with the IHD like that? XD

Not to worry, this is an easy one to sort out. If you let the Support Team know, they can pop a new one in the post for you. The instructions in the box will tell you how to get it paired with help from the team.

If needed, the Support Team can also unpair the existing IHD too and this will boot it off the HAN. Recommended if you don’t think you’ll ever get it back but you can always have it paired again later. I’d suggest leaving it paired if you think there’s even a tiny chance of recovery though. :)

Userlevel 2

Hey all,

We’ve got a smart meter installed however when we moved in it’s nowhere to be seen; I suspect the landlord walked off accidentally with it or it went missing when they renovated the property.

I’ve seen literature and instructions that we were given when we moved that does mention how to use the IHD as well.

Put simply, can I order/get a replacement IHD from OVO?

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Huh? I didn’t know you were on duty today @Alice_OVO !

But thanks for the advice! :smile:

Userlevel 1

Hey @Blastoise186 I think I can answer this one on behalf of @Tim_OVO 


 @Brian Davison I popped your query here, as there’s already a thread with advice on how to request an IHD. 


There isn’t yet a feature available for members to request an IHD themselves, as there’s several steps for agents to follow which are only confirmed on internal systems.


If you contact the team via the above channels, then an agent will request a new device for you. 

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Ah ok.

I’m only a forum volunteer myself, but I do chat with a few OVO staff all the time, such as @Tim_OVO . I’ll bring that up with him on Monday and I’ll see if I can play with this in the meantime. Thanks for bringing that up

Very unfortunate page design - They have a line under the options the end “Additional help” that makes it look like the bottom of the page. (on a standard display).

Every one of the options on the right should include a link to “Still need help” after the other boxes, so you dont have to leave that part and go looking elsewhere.

The section on using your smart meter leads to a section on IHD, which should include “order a new IHD” and space to give a reason (Never supplied, failed in service (both free) or accidental damage (charge for replacement and delivery).

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Good morning @Brian Davison ,

The contact details can all be found at the bottom of - make sure to click the contact option you’re after and it’ll be revealed. The design is done this way to make it look a bit cleaner, but a single click will unveil the one you’re after.

HOW DO YOU CONTACT THESE COWBOYS? No Contact us on the website, emails cant be replied to, no phone number given except for “Emergencies”, they are hiding behind thier websoite and giving No customer service.

They promised me an In House Display in the post after my meter was fitted. That was 4 months ago - nothing! Went to the help file where it tells me they will send an IHD if you’ve not had one - but no button to request one!

They’ve upped my standing order by £35 per month based on estimates because my smart meter is not working. They promised to send someone out a few days after fitting to connect it to the WAN - nothing.

Userlevel 7

Updated on 08/10/21 by Jess_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 out 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!


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


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


Userlevel 7

Heads up, @sylm_2000 - check out the ‘best answer’ on this topic for info on how to get an IHD. 


Press 9 on the meter’s keypad to confirm your meter readings needed for the online account’s opening meter readings. After Imp kWh, and Exp kWh, it will be the reading!

Userlevel 6
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I am a new ovo customer have an online request to submit meter reading before 28th June as the energy switch was on 23rd June. No IHD was provided at the install. The WAN light is flashing Red. It is SMETS1 secure meter.

I am part of V2G trial with solar PV so I export and import electricity with OVO. On pressing button 9, I get 95kwH imported and about 135 kwH exported as EV has not been used for the last 4-5 days since the install. Also since it has been quite sunny last few days PV have been averaging at 15-20kWh per day.

Any suggestions on how to get IHD delivered and configured for the install?

Userlevel 3


Hi, I’ve moved your question to this topic as it should help answer how you can get a new IHD.


However, @Transparent make’s some great points. So, it might be useful to answer his questions for further advice.


All the best,

Userlevel 7
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Hi @103059841 and welcome to the Forum.

So let me just check a couple of things:

  • Are you an OVO customer? Or have you migrated to OVO from one of the companies they bailed out when they collapsed (Spark Energy, Economy Energy etc)?
  • Which company installed the Smart Meters and when (approximately)?

I can advise a bit more once I have those answers, but please also fill out your Forum Profile because that’s where we look for basic background information.

You should also know that simply having an IHD delivered won’t solve the problem. It has to be paired with the Communications Hub for your property. That requires active conversation between you and an OVO Engineer because there are actions to be taken at both ends of the link. You can’t just press buttons at your end!

Since moving last year i dont have an IHD for my property, How can i arramge getting one please x

Eva it may be usual to how Ovo deal with there installs, (not fitting a ihd at time of installation) but it's not elsewhere, unless the customer refuses a display it should be fitted at time of install, and also the option of a demo. SMICOP.
Userlevel 6
That's fair enough, @Allan 71, we appreciate the feedback!

I'll pass this onto the Smart team to see if this is something that could be done in the future.

Don't forget, once your smart meter information has been updated on My OVO you'll be able to track smart usage there!
Hi Eva
I wanted a new meter so I could monitor my usage. Not so much as not having to do my own readings..
I still think customers should be told before installing.
Userlevel 6
There's limited stock available for the IHD's at the moment, @Allan 71. An agent shouldn't have advised that the device would be sent out that day - I'm sorry.

It's not unusual to install smart meters without an IHD, this can be added at a later date and the meters will work as normal.

Smart meter installed on the 20/06/2019 engineer very efficent and quick, but on compleation he then told me there where no handsets and I would have to wait a least a fortnight.
So I rang customer services the same day to be told they would get one sent to me straight away.
Of course it never turned up I had to speak to customer care about another issue like being locked out of my account and mention the fact i still didn,t have a hand device . I was told I would more than likely have to wait six weeks for one.

So my advice is to anyone having meters installed be sure to get the hand device before th engineer starts work.
Not very happy with OVO to date.
Userlevel 6
Hi @djdavenick,

It sounds like you've got a smart meter that we can't connect to. We'd need to replace these meters with our own ones, and an IHD would be provided as part of this process.

If you're not able to find any appointments online, drop the team on Facebook a PM with your post code and they should be able to check engineer coverage for you.