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briiow
July 19, 2026
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Issues moving from IHD3 to IHD7 and Ivie Bud

Good morning… last week my electricity meter was updated. When completed the engineer set up an IHD which was working. I asked he could instead set up my own chameleon IHD7. He suggested I should ring in with the GUID number and have it initialised.

This was done and their supplied IHD3 was turned off.

Needless to say they could not initialise my device which has worked faultlessly for several years.I am now looking at two devices which are dead ducks. I have reported this and their answer was to be patient and if it is still not working in 28 days time report it again. I do not wish to raise a complaint yet but I am becoming very frustrated.

briiow.

Blastoise186
Blastoise186Best Answer
Super User
July 25, 2026

Just gotta make a sliiiight correction as well actually. The Chameleon IHD7 and ivie Bud are technically identical from a hardware perspective - they basically share 100% hardware components with each other, except for the rear cover and lack of a battery in the ivie Bud.

From a firmware perspective however, is where they differ. The Chameleon IHD7-CAD-PPMID is equipped with firmware designed to run the full stack of smart meter functions - including full PPMID (Prepayment Meter Interface Device) functionality to PAYG Customers can punch in top-up codes via the IHD rather than messing with the meter menus (which can be complicated!). It is also set up to be managed via the supplier using their systems via the DCC Supplier role.

The ivie Bud however, lacks PPMID functionality and can only do read-only for PAYG data. It’s also got firmware that hooks it up to the Chameleon/ivie backend systems that run independently of the supplier via the DCC Other User role. It’s for this reason that OVO can’t pair it to the HAN for you - it specifically has to be done via ivie to comply with DCC rules and because OVO has no way to access or communicate with it.

If you have a word with OVO for that IHD3 and Chameleon for that ivie Bud, they should be able to get you back up and running.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
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Firedog
Super User
FiredogSuper User
Super User
July 25, 2026

… as a test I actually put it into the cabinet with the electricity meter where it stayed for 10 hours and it was still not working.
 

‘Still not working’ doesn’t tell us much. If the device is still showing the ‘Connection lost ...’ message, then it sounds as if there is no HAN to pick up. Support should be pestered to fix it, perhaps suggesting that you would have to enter a stern complaint if they don’t spark. They may have to ask a real in-house expert for help with the fix - be firm!
  
When describing a fault, please always say exactly what you’re seeing. Error messages are supposed to be diagnostic tools, not irritating disturbances as they may sometimes appear to be.

  

… your extensive knowledge on these matters.
 

Read my signature! ​@Blastoise186 is our resident IHD expert; I tend to work from personal experience (and occasionally pinch tips from the real experts!)

Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
    Blastoise186
    Super User
    Blastoise186Super UserBest Answer
    Super User
    July 25, 2026

    Just gotta make a sliiiight correction as well actually. The Chameleon IHD7 and ivie Bud are technically identical from a hardware perspective - they basically share 100% hardware components with each other, except for the rear cover and lack of a battery in the ivie Bud.

    From a firmware perspective however, is where they differ. The Chameleon IHD7-CAD-PPMID is equipped with firmware designed to run the full stack of smart meter functions - including full PPMID (Prepayment Meter Interface Device) functionality to PAYG Customers can punch in top-up codes via the IHD rather than messing with the meter menus (which can be complicated!). It is also set up to be managed via the supplier using their systems via the DCC Supplier role.

    The ivie Bud however, lacks PPMID functionality and can only do read-only for PAYG data. It’s also got firmware that hooks it up to the Chameleon/ivie backend systems that run independently of the supplier via the DCC Other User role. It’s for this reason that OVO can’t pair it to the HAN for you - it specifically has to be done via ivie to comply with DCC rules and because OVO has no way to access or communicate with it.

    If you have a word with OVO for that IHD3 and Chameleon for that ivie Bud, they should be able to get you back up and running.

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    Rank 2
    briiowAuthor
    July 26, 2026

    Good morning I will try and update you on some more information that I have found.
    The problem that I am having has probably been caused by the fact that when the engineer fitted my new gas meter, unfortunately it would not fit into the cabinet. He informed me that he would need to put the old unit back into place until such time as he could get a replacement meter of the correct measurements. He will be coming to do this on the 20th of August. The  IHD3 he set up was working showing just the electricity meter reading temporarily. after a short period of time this meter stopped working and despite the efforts of various OVO people they have not been able to restart it.

    On studying the new electricity meter I could see that the light for the gas was flashing really quickly whereas the others were all flashing at a regular five second intervals. The conclusion of this is that the HAN is looking for a gas meter that it cannot find and for this reason it will not connect the IHD3.as it is constantly timing out.

    This is only my own supposition, but it could probably explain why no one can restart the HAN.

    I think now the only way forward is to wait for the engineer to come along and fit the new gas meter and ensure that everything is working correctly before he leaves. If I am correct, this should resolve the frustrating issues that I’ve been having.Once again, thank you for your interest and your help and I will post again once the gas meter has been fitted and let you know whether this is resolved all the problems

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    July 26, 2026

    It’s actually a case that the Gas Proxy in the Comms Hub has detected a problem i.e. missing gas meter and it’s expecting one.

    Your IHDs currently have the wrong keys installed - that’s the real issue. :)

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
      Firedog
      Super User
      FiredogSuper User
      Super User
      July 26, 2026

      That would explain a lot. The flashing GAS LED is a red light, whatever its colour! I suppose the installed gas meter is a non-smart one, so it’s not surprising the Communications Hub (the bit on the top of the meter where the LEDs) can’t find it - of course it shouldn’t even be looking for it, so that’s down to the engineer who re-installeď it without going through the HAN configuration again - if indeed he’s able to. If you can wait a few weeks before being able to use the IHD, that’s probably the best plan of inaction.

      I’ve no knowledge whatever of the Ivie Bud, so I can’t say what it’s capabilities are. If you’re interested in its recording of the half-hourly usage data, then it may be of some comfort to know that these are stored in the meter itself for 400 days, so when (🤞) it starts working again, it may be possible for it to retrieve all the data you’ve been missing since the new meter was installed. ​@Blastoise186 may know! 

      Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        July 26, 2026

        Yup, 400 days is about right. Just about any of the authorised tools should be able to hoover up the data - Hildebrand Bright is notable for being especially good at it.

        Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
        Rank 2
        briiowAuthor
        July 26, 2026

        Blastoise186 and Firedog

        Thank you so very much for all your extensive input into this problem. the plan now is to wait for the engineer and ensure but everything is working properly before he leaves. I do feel I now have enough information to ask him all the right questions and demand the right answers.

        Sadly when you get to my age at 83, these can seem to be massive issues that you cannot always come to terms with..

        As I promised earlier, I will update this message once we have the new gas meter fitted and let you know the outcome. Once again,

        many thanks Brian

          Ben_OVO
          Community Manager
          Ben_OVO
          Community Manager
          July 27, 2026

          Thanks ​@Firedog and ​@Blastoise186 for your help with this one - good to see it’s been gotten to the bottom of.

           

          ​@briiow we look forward to hearing back from you after the appointment - hopefully with good news.

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          briiowAuthor
          August 29, 2026

          Good evening… It is now been several weeks since my smart electric meter was replaced with an updated version and now 10 days since the gas meter was also updated. As far as I am aware everything is working normally now with the exception of the IHD. After the gas meter was fitted the engineer assured me that the new IHD that he supplied would now work because ever since the electric meter was updated the old IHD was just not working. For some reason now the electricity reading is far in excess what is being shown by the readings in my OVO account. As far as can tell, it appears to be approximately double on the IHD to the amount shown on my OVO app.

          The gas reading is correct.

          Anyone any ideas what’s causing this.

          Thanks in advance 

          Nukecad
          Super User
          NukecadSuper User
          Super User
          August 30, 2026

          Do you mean the electricity reading in kWh or in £’s?

          If you mean in £’s then it may be that the IHD does not have your electricity tariff correct.

          Try unplugging it/turning it off for a few minutes and see if it corrects itself when you turn it back on.

          If it doesn’t then you need to contact support and ask them to send a message to the IHD to correct the tariff.

          See also this guide:

           

          I said, Hey - Watts going on.
          Terms & ConditionsAccessibility statement

          OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

          OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

          OVO (S) Gas Limited is part of OVO Group Ltd