In Home Display (IHD) not working since SMETS1 smart meters enrolled onto DCC - when is industry fix coming?

Thanks Tim

Back on 17  April OVO upgraded my SMT1 to SMT2 without telling me. When I lost the use of my IHD I called OVO on 2¾ who told me I would get a new IHD, but no stock so I would have to wait a while. Now after more time following this up, I’m told there is no IHD which will now work with my meter “but I can always check my account online” very helpful…

Anyone found a solution, or know when this will get fixed?

thanks. It confirms my meter’s working in Smart Mode

@Blastoise186 

But surely OVO are under an obligation to supply an in home display.  

its one of the requirements of the retail energy code.: from their quarterly reports

QUESTION 2: WERE YOU OFFERED AN IN-HOME DISPLAY? Your energy supplier should offer you an In-Home Display (IHD) when your smart meter is installed. IHDs are hand-held devices which show near real-time information about how much energy is being used, and what it costs in pounds and pence. IHDs also have other helpful features, like showing how much energy was used in the recent past. With this information, you can easily understand what energy you are using, and how you might make changes to use less and save money on your bills.

I suggest a formal complaint.

@Blastoise186 

I still think its worthy of a complaint.  Its also a breach of the retail energy code to change a meter without telling the customer first.  And we’ve gone from a working system to a non-working one.  also the engineer promised one.

SMETS1 Secure Liberty 100

Thanks for taking this up Blastoise, and also Meldrewreborn for his input. Not sure why no-ones talking about this, but I’ve raised a formal in-house complaint with OVO, and given them a week to come up with an answer  before it gets escalated. This is unreal at a time of energy hikes that everyone with my meter has lost use of their IHD without any explanation.

I wonder how many that is?

Thanks Blastoise, but if, as you say, the problem was caused by the upgrade or migration, I don’t except to pay another £60 for a replacement on top of my bill. OVO had already agreed to send me a replacement IHD six months ago, before they realised they don’t have a post migration solution.

The idea is to use an IHD to help control my soaring electricity costs, not spend more money on a replacement that OVO broke. I’ll wait and see what happens in response to my complaint.

Someone did phone me this morning, but wanted all my personal ID details before he could talk to me, so that didn’t go well. Is there no one left at OVO to think things through?

But at least I know what device I need now, thanks to you, which I’ll pass on to them.

Hi Emmanualle

If someone were fishing for data info, they’d call you from an 0300 (or any other number they can create), say “hi, I’m from (insert financial service, energy supplier, phone etc) to talk about your account.” If lucky and they guess the supplier right, then they ask for as much personal data as possible, (for data protection) which can be used on a number of other providers, including you. Simple.

Thing is, you’re asking me for my data, but don’t give out any of my data. How is this data protection? 

How can I check if you’re genuine I asked? Oh yeh call us back and wait in a q for an hour.

Really?

OVO needs to find a better way to do this. In the meantime, I did ask the caller to send me an e mail instead, but I haven’t seen one yet. Perhaps it actually was a scam caller?