IHD. not working after new meter installed

Hi ​@briiow ,

I have to be honest… This has always been a sticky one…

It sounds to me as if the Comms Hub was swapped out without doing Trust Centre Swap-Out and/or without unpairing the IHD7 first, meaning the keys the IHD7 are paired with went away with the engineer. It is, however, important to note that if you got that IHD7 off of eBay, it’s not supported. I’m not sure if you did or not, but it’s something I like to make sure folks are aware of just in case. If you got it directly from OVO or another supplier, you can get it re-paired with the new meter.

However, it can be a slow process as it sometimes requires back office work which is I suspect what’s happening here. Keep an eye out for now - but don’t be afraid to complain if you need to.

Morning ​@briiow and a warm welcome to the OVO Forum community, I hope you’re well and had a good weekend.

I’m sorry to hear about the IHD issues you’re experiencing. It’s a somewhat technical process on our side to switch from one IHD to another, and hopefully it’ll start working soon. Please try turning it off and then on again, and putting it as close to the electricity meter as possible.

It might be that you’ll need to get back in touch with our Support Team to ask them to try again. We don’t have access to customer accounts on the Forum, so I can’t check to see whether the process has been carried out correctly or not. Please let us know how you get on with this, and you can find our complaints process here if necessary.

Whilst you’re waiting for the IHD to be paired, we’d recommend checking your online account / app usage pages:

Please keep us updated as to how you get on - I hope this can be fixed ASAP for you.