Smart meters

Hi so I have has solar panels fitted last October 2022. I have 2 tariffs a day time tariff and an economy tariff that kicks in from midnight until 7am. This is when my battery recharged ready to work from 7pm until the solar panels take over. However I take a reading every night before I go to bed and one again as soon as I wake up. My economy rate goes up in the night by about 4/5kw but my problem is every night my day time rate moves up 10kw. Nobody knows the answer as to why and the electricity company do not seem interested. Can anybody help me I now have about 6 months of data and can’t get a resolution. Can anybody please help me

I was reading this thread and all my lights flash once every 1 second. My HID shows old supplier for electric ( moved last week) gas shows current, is this normal while the electric meter gets picked up with new supplier?

After my smart meters installation, My OVO payment site tells me that there is no meter found for electricity. But it is logging the usage . So I need advice if you need meter reading or not.

Costs as shown on my IHD are 15-50% higher those shown in the App. This is so for both gas and electricity and they don’t change in the 8 days for which the IHD provides usage information (i.e. there’s no ‘correction within a few days’ as suggested by the not very helpful Ovo rep). Thanks

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Hi , I wondered if anyone else had come across this problem. I’ve repeatedly contacted customer service to ask for a smart meter as the online booking won’t let me. Each time they have told me there is an issue. But they can’t tell me what the issue is. They first asked if I’d ordered one before then not allowed access or something - I pointed out no, I’d only just bought the house and never had an account with them before. Next time they told me it was a problem with all smart meter installations. Next time when pressed and pressed they admitted it was just mine. But each time they say they don’t know what the problem is and will pass it on to be sorted and someone willget back to me - which they never do. Last time they told me that the request for it to be sorted had simply been cancelled. Do I need to change suppliers to get a smart meter?

So I had a smart meter installed on Wednesday. Now it’s Saturday and it’s jumped from £0 to over £90!!! There is no way this can be right as that’s almost my direct debit amount and I’ve never had issues with dramatic under payments. Energy consumption over the last 3 days hasn’t been higher than normal, if anything it’s been lower! The gas reading seems accurate but the electric usage is way too high! Any suggestions as to what may be causing this?

Updated on 07/04/25 by Ben_OVO: Your guide to the SMETS1 (S1) Chameleon In Home Display If you’ve got a SMETS1 meter installed by OVO you might have been provided with the Pipit IHD (find out more about these here), the Chameleon IHD3 or more recently the Chameleon IHD6. How to identify a Chameleon IHD The Chameleon IHD3 is a black device with a multi-coloured display. This device is compatible with SMETS 1 or SMETS 2 meters, the only noticeable difference will be a power button on the back of the device if it’s SMETS 2 compatible. The Chameleon IHD6 has a black front, with a white border and a touch screen: Where should I plug in the device? The IHD needs to be able to pick up clear signals from the electricity meter so we’d recommend plugging it in as close to the meter as possible. Locating the IHD more than 20 metres away or the other side of thick walls can mean it’s unable to receive and update your usage information. How to use the Chameleon IHD3 The IHD is very easy to use. You can access all its functions with the 7 buttons along the bottom of the screen. How to view your energy usage by day, week, month or year on an IHD3 Tap the Home button to see how much energy you’ve used so far today Use the Calendar button to move the display through ‘so far this week’ and ‘so far this month’ Use the ‘back’ arrow to scroll back and see how much energy you’ve used each day, week, month or year Tap the Utility button to switch the figures on the display between electricity, gas or combined fuels. How much are you using right now? Tapping ‘Now’ will show you how much electricity you’re using in real time. This is displayed as kilowatts (kW) and cost per hour. This lets you check if anything’s been left turned on, and work out which appliances use the most energy. The coloured light at the bottom shows whether your current use is low, medium or high. ​​​​​​Setting budgets on your IHD3 To help you manage your energy use, you can set a target: Bring up the menu screen by tapping OK. Select Adjust Settings and then select Set budget by tapping OK. Choose the time period you want to set a budget for (daily, weekly or monthly) by tapping the Calendar button. Use the back and forward arrows to change the amount. The IHD will show you how much you used in the previous period to help you set an achievable value. Tap OK to confirm your choices. You can set individual budgets for each fuel. Tap the Utility button to switch the figures on the display between electricity and gas. When you’re looking at how much energy you’ve used in the past, the light will show you how much you used compared to your budget. ​​​​​Check your meter readings on your IHD3 Bring up the menu screen by tapping OK. Tap Meter Information. Cycle between electricity and gas using the utility button to check your meter readings. Tutorial mode The device has a built in tutorial that can be used during the installation visit and can be started by you at any time. The tutorial goes through key aspects of the IHD using dummy data and takes three minutes. The tutorial can be exited by pressing the Home button, or each section skipped through by pressing the right arrow button. It can be accessed through the menu options. Troubleshooting User Guides Chameleon IHD2/3 User Guide Chameleon IHD6 User Guide Does the device above not match the one you’ve got? Why not check out our other IHD guides below: OVO member but not got a smart meter yet? - Book today! Interested but not yet an OVO member? - Check out our plans!

Hi, The electricity readings on the OVO website have started to look funny. Here are July and August. July looks fine. August looks wrong. (Half of May and June is also wrong) Any ideas? Thanks. Mike

Just switched to Ovo from SEB, but have had a type2 smart meter / IHD for about a year. Im on Economy 10 and Ive got very used to what Im normally charged at various times of the day. Got up for a pee at around 1:30am today (not a spring chicken any more) and was surprised to see the red usage light on. Normally its amber as the off peak heating comes on. Upon checking my IHD I saw was racking up £1.29 per k/wh when Im normally at around £0.84 when the overnight heating is charging up. To check, I turned off the off peak switch and it dropped to £0.14 I also checked the ‘boost’ switch in my cupboard to make sure I hadnt turned it on by mistake and no it was off I think I may have found the possible issue. When I checked the tariff readings on my IHD, it said I was being charged peak rate at 2am in the morning, and it would revert to off peak at 6am. This puts it out of sync with my storage heaters / immersion cylinder and would explain the red usage light I have literally just switched from SEB on 09.08.23 I understand there can be switchover problems, but this is going to waste me money just for using my hot water. Do you think its a) an IHD fault or b) someone at Ovo has not put me on the correct Economy 10 hours? If I am right, who/how do I contact at Ovo to get this looked at asap? I dont want to be racking up an excess bill, then having to fight to get money back through no fault of my own. I would prefer a contact other than general customer services as my experience with SEB was truly horrific in that regard (waiting up to an hour to get answered, then speaking to pretty clueless staff). Would really appreciate some help….thank you in advance

This one has been doing my head in for years …… how do I calculate my daily budget figures (Gas & Elec) for my Smart Meter ? I appreciate that seasonal fluctuations mean that you don’t have a meaningful flat daily rate but I can live with that for now. It always surprises me that suppliers don’t provide a tool that allows customers to calculate their smart meter budget figures as I know of several colleagues who have no idea what to use as budget figures. Do I work from OVO usage estimates or should I use my direct debit payment. Latter seems logical but I’m dual fuel so how do I work out what part of my monthly direct debit is gas or electric ? Also, do I have to add my daily standing charge into the budget figures I use ? Any help appreciated !

I had my electric meter replaced with a smart one today, and the IHD that was given is not the IHD 6 but the older IHD 3. Not only that, it appears to be an inferior version of the IHD 3 with no rechargeable batteries (IHD3-PPMID-AAA). This specific model was not listed on the OVO website. There is a battery compartment for a single AAA battery, however there is an issue where if you unplug it from the wall, and let the device switch to battery power, the buttons become unresponsive and they remain unresponsive when you plug it back in. To get the buttons working again you have to reboot it by unplugging it and taking out the battery. So I decided not to use the battery compartment. Are IHD 3 models still being handed out despite the IHD 6 being the newest model? And why are they handing out this inferior model?

My gas usage is not showing hourly, although electricity is showing hourly. The smart meter is sending half hourly info and this has been checked by OVO. I’ve uninstalled the app and reinstalled it, checked online, logged out and back in again, and was told to ask on here for help by the chat assistant, as I think they have run out of ideas. Does anyone have any ideas please?

We are trying to get a smart meter installed to replace our THTC meters. We have been told by engineers who visited yesterday that, in order to get rid of our THTC meters, we need to change to a heritage economy 7 meter first then we can swap to a smart meter. Is this correct? We have storage heaters and need to keep an economy 7 type tariff. Getting in touch with OVO to get this heritage meter is proving difficult!!

Hello. I have an Aclara SGM1411-B. I would like to make use of one of the time of use plans so that I am charged less for electricity usage during off peak times. Customer support says my smart meter can’t do that, but from what I have read the Aclara is able to support time of use tariffs and can also be remotely updated to do that. So why am I being asked to pay (£100) for an engineer visit? Can the meter not be updated remotely?

Hello, I hope someone can help with my situation because OVO chat is not helping.I was an SSE customer top-up and moved to OVO. I have in my house a storage heater and water , and they run during the night, so ask for a new meter (SSE put the wrong one for 3 years). Monday the engineer from SMS plc came and change a Smart meter Aclara SGM116B, and said that meter was ready for Economy7. Every time I need to contact customer service I mention that I have, even Monday I said to the engineer and I confirm to me that now I could use it during the night because that one is off-peak.Today I contact OVO . They send me the tariff that I’m in this moment Unit Rate (anytime): £0.2859 kWh (£0.2723 excl. VAT) Standing Charge: £0.6673 Daily (£0.6355 excl. VAT) Usage Projection: 6520 kWh Exit Fee: £0 “ I do apologize, however, these are the tariffs that you are on, I have even doubled checked on my system. So, you are telling me that I cannot have another tariff? So I will continue to struggle to heat my house and wash my dish because I have a tariff that is not suitable for I what I have? OVO does not have an Economy7. what is the tariff where the night rate is cheaper than the day rate? The tariff's that I provided are the one's on your contract and I cannot change them.” This is part of the conversation today. Not very helpful. Can someone tell me if this is correct? Why customers cannot change the tariff? if in Ovo website shows different tariffs? Best regards, Teresa

We have an advice of a planned power cut for next week and I wanted to check what happens to the data feed from the smart meter. During the outage, presumably nothing will be sent as the meter will not have power? By nothing I mean, not even a zero figure, so how will the system react to this, possibly thinking that the meter has gone off-line

I’m hoping anyone on here can shed some light on this. Before I go into the issue in more detail, my questions is as follows: What can cause a manual reading on an ovo smart meter (when you press number 9) to be different to the smart readings ovo are receiving? History (mainly so I can keep a record of whats happening as its starting to get confusing). Over 4 years ago Ovo came out and installed an electric smart meter. During their visit, they were unable to install the smart gas meter (since it was semi submerged in the ground in a box). As such they only installed the electric meter. After a month I noticed that due to my thick walls, ovo was not receiving any readings. I contacted ovo who came out and installed an separate aerial. However, once connected the meter started signaling it had a WAN connection so the external aerial was left inside the house (in the cupboard with the meter) instead of being mounted outside the house. Forward a few months later and again the meter started to lose signal, to combat this, I unwound the aerial and hung it near window (or to be more precise, as close to the window the short cable would let me). This seemed to work but was not idea. Contacted ovo again who said they would look into this and get a meter company out (nothing happen). Fast forward a few more months and I got a meter man turn up at the house to take a reading, he took one from the electric and I noticed it seemed high. Checked this against my ovo smart meter accounts and sure enough the reading was several hundred units higher. I rang customer service who said this was caused by the meter going into “economy 7 mode when it loses reception and not to worry as Ovo had the correct readings”. I don’t have economy 7 so was a bit confused (and to be honest, they also sounded a bit puzzled). As such, I am not sure this is correct Then the pandemic hit. Then electric/gas prices starting to go up . I looked around and as I could get cheaper electric from another supplier, I rang them to arrange a migration. However, until my meter readings matched, I was advised not to move as it could result in ovo sending me an incorrect final bill. This is because I would need to give the new company the meter reading manually and since this is higher than what ovo have, they advised that ovo may send a bill for the different. In turn I would then need to fight with ovo to try and get my money back since the meter reading is incorrect. I sent an e-mail to Ovo desperately explaining the situation, explaining how it was stating to cause significant stress (even now I’m still petrified that im going to get an incorrect bill for ££££). I didn't get a response. I then went on live chat and after speaking to someone I got an e-mail asking me to send a “ photo of your meter as a reply to this email ”. I sent a youtube video link of my meter and explained the issue again and that the smart meter and manual readings do not match. I also send a copy of every smart meter reading from 21 Apr 2022 to 25 May 2023 and stated “ As mentioned on the live chat, I currently have the aerial hanging across my living room so it can get some signal but it is only a matter of time before it loses signal again and I am petrified that I’m suddenly, incorrectly going to get a bill £1000’s for the incorrect difference. I’d really appreciate it if I could get rid of this meter and make sure the incorrect number is not submitted to Ovo’s systems (which I am almost positive would result in an incorrect bill and then me having to chase up a refund). ”. This time I got a response on the 25th May: “Thanks for getting in touch with us. My name is ******. I'm a Account Management here at OVO. I am just emailing you confirming that all your meter reads that you just sent are correct and that you dont have anything to worry about. I have went through each one you sent and they defintely all match which is great! Hope you have a nice day and thanks for emailing us if you need anything else just email us or ring. “ However, as I didn’t receive any further communication regarding getting the meter removed etc I replied (and CC’d complaints@ovoenergy.com) on the 14/06/2023 with: “ As of 14/06/2023 I have not received any further communication regarding this issue. Since I am unable to move to another supplier due to the incorrect meter readings caused by the meter installed by Ovo, I am now at a deadlock. This issue is causing substantial distress, causing me to miss out of offers from other companies and resulting in a substantial amount of my time being wasted. I understand that during covid times were difficult staffing wise but I feel nearly 4 years to resolve this issue is more than enough considering how I have explained to staff members on the phone and via e-mail numerous times over the years the issue and the problems it is causing. Please can someone action this asap and get back to me as I really need this resolving. ” I then got a call back from a Guy who to be fair was helpful. However, no one really seems to know why my meter was doing what it was. All they could offer was to fill in a smart meter health check over the phone and advise “ I will raise this with our site works team and you will get a response within 45 days” . On the 19/06/2023 I got an e-mail from a person who is a ‘works advisor’. They stated: “ With regard to your query relating to your Electric smart meter not transferring correct reads to us. I have checked over all the details and tried to pull a meter read through manually, however there was no connection. We would there for need to arrange for an engineer to visit your property to exchange your electric meter. Could I please ask you to contact our customer services on 0330 303 5063 (Mon-Fri 9am-5pm) to arrange an appointment that would be suitable for you. There are morning or afternoon appointments available. I do sincerely apologise if this situation has caused you any stress or concerns, once your meter is exchanged it should communicate with us, and transfer the correct reads for more accurate billing. ” Ok, so I think I’m slowly getting somewhere. The problem now I have is two fold: If I get a new meter fitted and the meter replacement guys submit the incorrect reading, ovo are just going to send me a bill for a stupid amount and I will need to fight with them to get it stopped / claim it back. (I’ve already been charged incorrect several times recently (including charging me £60 for an early exit fee even though I never left!). No one has fully explained why my meter is showing a different number. I rang the number provided and briefly explained to the woman on the phone the situation (again was a different person so had to give them the very brief overview). They didn’t know why the meter would be acting this way but would e-mail me regarding an appointment to change the meter. I asked if the person who sent the last e-mail could call me since they appear to be a works advise so maybe they know why the meter is acting up. A few minutes after the call, I got an e-mail stating they booked an appointment in for 14/07/2023 to replace the meter. They also let me know I could not speak to the woman who sent the e-mail as “ she is not customer facing, she is unable to do any call back ” I went back with the below: “ Thank you. Can someone please give me a call who would know why my meter is doing this? I appreciate it is going to get replaced but at this point in time I am truly petrified that when the new one is added, a manual reading is going to get submitted to ovo resulting in an incorrect bill for £££. This is causing considerable stress to me and my partner and I am desperate to know :1) Why this is happening?2) How ovo will stop an incorrect bill being applied? Please, please, please can someone get back to me regarding this with a detailed explanation? ” Hopefully I will get a response from someone who knows about the meters. In the mean time, if you have any idea why the meter is different please let me know below. I’ve researched online for hours but not been able to find anything.

Hello. Around a year ago I requested SSE to install a Smart Meter. They attempted this but even with an “extra large” aerial it wouldn’t connect to the network. So the engineer took it out and put back our old dumb meter. I asked about connecting via WiFi but that functionality isn’t available (which seems pretty dumb imo). My question are these: has the OVO takeover changed anything? Or have Telefonica/O2 improved their coverage (from frankly awful) in the last 12 months? Basically: is it worth trying again? And, as an aside; why don’t the meters communicate via WiFi? My mobile phone can use WiFi Calling so it’s perfectly possible. Thanks.

I am currently on THTC but with a single rate for both meters as I don't have storage heaters or other timed appliances. I am due to have a smart meter installed on Tuesday which I am very pleased about after lots of aggravation over recent months. Because of the THTC system, there are 2 consumer units for the different circuits in the flat. Will the installation engineer do the necessary work to connect both consumer units into the meter?

The title pretty much says it all. I looked up the website on the Pipit documentation - www.securetogether.com - and they don't seem to exist any more. Do OVO have spare Pipits?

Since the price change in July my smart meter has not updated to show the new tariff rates and standing charges. What can I do about this as as one of the main reasons for having a smart meter surely is to have accurate pricing information on hand? Any advice would be appreciated.

Hi. We have just had a new Aclara meter fitted so we can monitor our export from the solar but it has been stuck on 000007kwh for last 4 days when my solar app says during that period I have exported at least 45kwh. Any ideas why this may be? Thanks. .

Just had smart meter installed in April, not charged for any Electricity since April.

My meter tells me that I have a message. How do I retrieve it?