IHD and Meter says I’ve used £2300 of gas this billing period

I had an email to ring about pairing my meter to IHD. It was done remotely but again didn’t work  so they have sent me a new Trio IHD, which I’ve received today. 
Just have to wait for Ovo to pair the new IHD 

Pairing a new IHD is best done via Phone/Live Chat - email is NOT recommended as you only have one hour to complete the process once the Comms Hub is put into Search Mode and the HAN is unlocked to enable a Device to Join. After the hour runs out OR a Device has joined, the system locks down again automatically, whichever comes first triggers that state to resume.

As for your new IHD, I’d suggest letting OVO know you’ve received it, they’ll walk you through the remaining steps.

When I had the email asking me to phone them as they said my IHD needed to be paired I thought they would be talking me through how to do it, I was put on hold and the rep came back saying they’d reset at their end, and to wait 48 hours. If the IHD was still displaying incorrectly to contact them again. 
I did query this, saying they’d done this before and as they had now asked me to phone for my IHD to be paired, that I thought I’d have to do something my end. He said no it’s done remotely.

when the 48 hours was up I decided to email back this 

“I assumed as you asked me to phone that I would need to follow some instructions to do something my end. The gent I spoke to said no he’d reset it and if the IHD was still wrong after 48 hours to ring back. 

I did explain that a reset your end had already been done which hadn’t worked. He said no there was nothing I needed to do. 

Anyway, my IHD is still saying my gas usage for this billing period is £2300 and the meter reading is still in KWh not in  Cubic metres. 

Can you please confirm that when I ask for the IHD to be paired with the meter I have to take some action my end or not, as it seemed odd you emailed to ask me to phone if it’s something you can do remotely ?”

The reply I had was “

Thank you for contacting us about the technical issue with your In Home Display (IHD) and its inability to communicate with your smart meter.

I sincerely apologise for the inconvenience this has caused. We've reviewed the functionality of your IHD on our systems and have attempted to resolve the issue remotely. Unfortunately, we were unable to fix the problem this way, and we will need to send you a replacement device.

We aim to have the replacement device delivered within the next 10 working days. While we don’t have an exact delivery date, please rest assured that we are processing this for you. In the meantime, you can view your meter readings and usage through your MyOvo account or by manually waking up the meters.

If you have any further questions or need additional assistance, please don’t hesitate to get in touch.”

The leaflet in with the new IHD doesn’t say I have to phone them for it to be paired. It’s say they’ll do it their end remotely and to contact them if the display isn’t showing all the meter information after 6 days . 

Hey ​@Mikep,

To pair a Geo Trio In-Home Display (IHD) with an OVO smart meter, ensure the IHD is within close proximity of the meter and powered on. The IHD should automatically attempt to connect to the smart meter network, displaying "Connecting to smart meter..." or similar. If it doesn't connect automatically, you may need to enable Wi-Fi on the IHD and connect it to your home network, then check the IHD's status and ensure it has a strong signal. If issues persist, contact OVO support for assistance with re-pairing the IHD. 

Detailed Steps:

1. 1. Power on the IHD:

   Plug the Geo Trio IHD into a power outlet using the provided mains cable. Avoid using batteries for prolonged use. 

2. 2. Check for initial connection:

   The IHD should automatically display a message indicating it's connecting to the smart meter network. 

3. 3. Connect to Wi-Fi (if needed):

   If the IHD doesn't automatically connect, navigate to Settings > Wi-Fi network on the IHD using the arrow and selection buttons. Enable Wi-Fi and select your home network from the list. 

4. 4. Enter Wi-Fi password:

   Use the on-screen keyboard to enter your Wi-Fi password and select "OK" to confirm. 

5. 5. Check IHD status:

   If the IHD is connected to the network, check for a strong Wi-Fi signal (5 bars) and ensure there are no obstructions between the IHD and the smart meter. 

6. 6. Contact OVO Support Team  if needed:

   If the IHD still doesn't connect or if you encounter any error messages, contact OVO support for assistance with re-pairing the IHD. 

 These topics might be helpful:
 

Missing usage data for one or both of your supplies

First, thing to check is that your device is correctly paired to your smart meters via the Home Area Network (HAN). You can do this by checking how regularly the HAN light is flashing on the smart meter communications hub, which is attached to the top of your electricity meter - see this SMETS2 smart meter guide for more info.

If you’ve also noticed missing smart meter usage data on your online account or OVO app (download for Android or iOS) the issue might be caused by a lack of Wide Area Network (WAN) communication, in which case we’d recommend carrying out a Smart Meter Health Check and contacting our Support Team with the results.

If there’s no issue with your smart meter communications, we recommend carrying out the following checks:

Check the distance to the electricity meter, has the IHD been moved? 
 

Try to keep the IHD within a max of 6 metres from the electricity meter. The signal will decline significantly with walls.

Has the IHD shown data previously or has anything changed e.g. any new obstructions?
 

If the IHD was previously showing data, check if anything has changed in the home that could’ve caused the loss of communication.

Is the IHD showing the correct time?

If it's not showing the correct time, the IHD is not paired. Contact our Support Team who can help re-pair the device.

Thanks for this 

I had an email this morning from support requesting the GUID on the Trio. It doesn’t  actually have one like my old Chameleon one did. So I sent photos of the info screens showing the serial number etc which is all I can find on the back of the IHD anyway. 
I have noticed every reply I’ve had has been signed off by a different person. Surely it would be more efficient for one person to be assigned to a case like mine which is ongoing as it does appear I’m asked for the same details over and over and I have to explain my story each time I phone. 

Update 

The new IHD has started to display some info 

I’ve not done anything my end other that plugin and send ovo the photos of the info screens.

  Still confused. Under Meter balance it says Electricity £8.08 but gas £2308
under meter readings it’s still displaying gas as KWh not Cubic metres.

I give up 🤷‍♂️

The IHD will always display both meters in kWh - this is by design.

You can ignore the meter balance on it if you’re on PAYM - the billing system shows the real bill.

Thanks again for your input. 

In other words there was nothing wrong with my original IHD then ? 
 

when I first queried with Ovo I mentioned several times the IHD was displaying KWh not cubic metres as the meter reading for gas, which could result in me sending in the incorrect reading if they ever asked  for a manual reading. Not once did anyone from Ovo,either by phone or the numerous e-mails  I’ve sent back and forth, mentioned that the IHD isn’t designed to  show  cubic metres. 
An earlier reply here said that it should show cubic metres not KWh. 
I even sent photos in to Ovo and still nobody picked up that the display was in fact correct . 

 

That is likely correct - it’s always been intended behaviour across ALL IHDs that the gas readings on the IHD show kWh rather than M3. However, it does not have the ability to get the Calorific Value information so MUST NOT be relied on to submit meter readings with. You need to use the meter itself for that.

So the New IHD has been up and running for a few days . Initially it was still showing the £3K plus gas usage, but yesterday I noticed it had reset to zero, and today is showing a more realistic figure. 
Issue appears to have been solved. 
Thanks to everyone who has responded and furthered my knowledge and understanding of how these things work 👍🏻