IHD not connecting to network, why?

Hi ​@AmandaJ , where has your In Home Display (IHD) come from? They need to be paired with a meter.

Elster still make meters so it would depend on the actual model 

My IHD came from OVo its a Geo. My original IHD stopped working last year and the advisor sent this different model. My meter is a Elster AS-300P. 

Everytime I contact Ovo I get told different info...either i need a new IHD or the meter is old. I am confused and fustrated. The meter works ok. But I would like a IHD so I know the balance on meter (pay as you go). As the meter in an awkward place to check regularly. 

The advisor said she linked device yesterday but it clearly has not worked.

So Dont know wheter to book a new meter install or order a new IHD. 

Hey ​@AmandaJ ,

Can you grab the Status Code from the IHD please? :)

And photos of the Meter!!!

can you explain status code, ‘not commissioned’ . does that make sense

​@AmandaJ a warm welcome to the OVO Forum!

If this is a replacement IHD you’ve received please contact our Support Team and request that they pair your IHD to the smart meter. It’s a quick process, they’ll just need to open up the pairing network on our side and then tell you which buttons to press on the IHD to get it paired. 

If they’re unable to pair it they may need to send you another one, in which case this will be free of charge. If the meter is working ok it sounds to me as though the Geo just hasn’t been paired correctly to it.

Let us know how you get on.

Yes it’s a replacement IUD which has failed to pair this week.(for the second time). All they ever do is tell me to leave IHD near meter for 24 hours, no buttons have been pressed. 

Last night I was sent an email  update that ‘they will not send another IUD and to ring them and make an appointment to have meter exchanged for a newer version, as its likely the device isn’t compatible with my meter.’

Ill ring today, but on the line waiting at least 30 minutes before anyone answers….. i’ll keep you updated Ben

Hello ​@AmandaJ 

I’ve just had a somewhat similar experience. I was asked for the IHD GUID which I gave over the phone. Connection promised, but did not happen. I then sent the request via email with a photo of the numbers on the back of the IHD attached. This worked and I was connected in a matter of hours. Either I misread the numbers or OVO support misheard it. 
Try doing the same. Probably obvious, but make sure the meter/IHD are as close as possible and getting a good signal.

Hi Taj, 

Good idea I will request via email, as i do feel number misread, especially with 00 could be OO in 

Hello ​@AmandaJ, it’s worth a try. I don’t want to confuse you, but the number is what is called hexadecimal it will only consist of 0 to 9 and the letters A to F.

Hi Taj, emailed Ovo and attached photos just waiting for a reply.

Hey ​@AmandaJ 

I’m glad to see our community have left some helpful responses here about your IHD issue. 

Do let us know how you get on with the Support Team, hopefully they’ll be able to get this sorted for you quickly. I’ve linked below to a couple of of topics which might be helpful or interesting while you await the team’s email response:

I’m still waiting for a response. I have rang, but no answer after 30 minutes everytime I call.

Live Chat at https://ovoenergy.com/help is usually much faster, especially early in the week.

Hey ​@AmandaJ 

I’m really glad to hear the team were able to get that sorted for you in the end! Glad to hear it was a fairly simple fix too.

Feel free to pop back any time if you’ve ever got any other questions.😊

Thanks Abby, in the end it was simple. In future l will contact "hello Ovo" when l have a meter problem. It may take a few days but it was solved quicker than the months I've waited. Being able to send photos made my explanation clearer!!

Morning ​@AmandaJ,

Great news it’s all working, I’m just sorry it took so long for someone in Customer Services to see what the problem was. If you need to contact us again in future this guide should help you choose which channel to use:

Thanks Ben. I'll read tutorial. The advice from this forum help me alot.