My Smart Meters (Electricity+Gas) were installed 1 week ago along with an In Home Display (IHD). The IHD on day 2 lost connection and I have not been able to get it back since. I have gone online and confirmed that no readings are being sent so at present there is nothing smart about it, unfortunately. The Smart meters do not come with any instructions neither does the IHD (in-built tutorial is basic only). Pressing 9 on the Electricity meter turns the digital display on (they have power saving displays) and presents the data you would expect to see on the IHD e.g. used today, used last week etc. There are no issues with my Wi-Fi. I have gone on-line to reset my browser and that doesn't work. I have used WPS and manual key entry to connect the IHD to my Wi-Fi and although it recognizes my ISP (~Sky) it is still not working. Currently, I'm unsure if it is not connected to the Wi-Fi or if it cannot connect to the meters themselves (instructions would help). IHD is within 20 metres of the Smart Meters and within Wi-Fi range. I have fixed bars on the IHD. Question: How does a user get their IHD reconnected or confirm Meters are not working properly?
My Smart Meters (Electricity+Gas) were installed 1 week ago along with an In Home Display (IHD). The IHD on day 2 lost connection and I have not been able to get it back since. I have gone online and confirmed that no readings are being sent so at present there is nothing smart about it unfortunately. The Smart meters do not come with any instructions neither does the IHD (in-built tutorial is basic only). Pressing 9 on the Electricity meter turns the digital display on (they have power saving displays) and presents the data you would expect to see on the IHD e.g. used today, used last week etc. There are no issues with my Wi-Fi. I have gone on-line to reset my browser and that doesn't work. I have used WPS and manual key entry to connect the IHD to my Wi-Fi and although it recognizes my ISP (~Sky) it is still not working. Currently I'm unsure if it is not connected to the Wi-Fi or if it cannot connect to the meters themselves (instructions would help). IHD is within 20 metres of the Smart Meters and within Wi-Fi range. I have fixed bars on the IHD. Question: How does a user get their IHD reconnected or confirm Meters are not working properly?
Hey Pearceage,
It sounds like what we might need to do is reopen the Home Area Network (HAN) to be able to pair your IHD again. I’ll drop you a private message now so we can kick start the conversation and get this underway.
Hope this helps!
Lucy
Hi Ovo. I have had the same problem as Pearceage above. Please could you give me a private message as well about how to remedy it. Looking at various online fora, this seems to be a common issue so it would be helpful if the way to re make the connection was made public.
Also, my IHD is different to the one on your web page.
Is there something I can do to reset them both.
Nothing has changed since August so I'm not sure why it would have stopped. Can someone advise on how to get it working again?
I'm having this issues as well (and so are other people going by this thread.
I put in manual readings last month when i first discovered the issue and emailed Ovo. They replied saying they knew there had been an issue but that it was now sorted and everything should go back to normal. Checked again today and it is asking me for manual readings again.
I've PM'd one of the Ovo team (as per their instructions on the other thread) but not heard anything back so far
Hi Ovo. I have had the same problem as Pearceage above. Please could you give me a private message as well about how to remedy it. Looking at various online fora, this seems to be a common issue so it would be helpful if the way to re make the connection was made public.
Also, my IHD is different to the one on your web page.
I'll send you a PM now,
Send over a picture of your IHD below so we can all see which version you have!
Thanks,
Tim
Updated on 11/06/24 by Abby_OVO
Noticed an issue with your Chameleon In-Home Display or the communication of your smart meters. We know how useful these devices can be for keeping an eye on how much energy you’ve been using so follow the advice below to help get any technical bugs ironed out! 
Newly installed Smart meters?
Eager to get tracking your smart meter usage data straight away? We hear ya! Whilst most devices are up and running from the date your new meters are installed, it’s not unusual for them to lose some data or experience a few teething-issues as we carry out some behind-the-scenes initialising process (read more about these on this great user-guide). We’d recommend keeping the device plugged in close to your electricity meter if you notice any issues during the first 6 weeks following a smart meter installation. Hopefully things should start working as expected once the smart meters are fully up and running but if not, read on to check our next trouble-shooting steps.
Checking the smart meter connection (WAN) via your Online account or OVO App
Been over 6 weeks since the smart meters we’re installed and you’re still noticing issues with your Chameleon device? - It’s time to start doing some investigating! First place to check is your online account or OVO app (download for Android or iOS). If we’ve lost connection to your smart meters for over 5 days you may see this message on your home-screen:
In this case the best next steps would be to carry out a smart meter health check for your meter type below:
Once any communication issues with your meters are resolved, we’ll be able to get your IHD connected and showing your usage data again too!
In the meantime it’s worth submitting a meter reading a few days before your next monthly summary is due.
To take a reading you’ll need to go to the meters themselves (this won’t be viewable on the In Home Display unfortunately).
For SMETS1 ‘Secure’ smart meters:
There’s a slight difference between the the S1 meters we installed. To take a dual (day/night) reading for Secure Liberty 110 S1 smart meters (which are designed to work best with storage heaters), press 9 on the meter’s keypad. If you’ve got a Secure Liberty 100 S1 smart meter, press 6 to confirm the Day and Night meter readings (pressing 9 will show the reading if you’re a single rate member with this meter).
For SMETS2 Aclara, Flonidan, Honeywell or Elster smart meters:
| Aclara (Elec) / Flonidan (Gas) | Elster (Elec) / Honeywell (Gas) | |
| Reading the meter |
|
|
You can then enter this reading by clicking ‘Send a meter reading’ on the Homepage message or by clicking on the ‘Meter Readings’ menu option:
Fingers crossed those smart meters will be back in touch soon and you can continue enjoying all the great benefits of going smart! 
OVO member but not got a smart meter yet? - Book today!
Interested but not yet an OVO member? - Check out our plans!
I called up and was told to give it a month to "settle" is this correct as its the 8th now.
Trouble is the meter and consumer unit looks awful and i have arranged a joiner to build a box around the lot on the 25th Nov - should i put him off although he is of course going to build an access door. I cant understand about the signal as my ID mobile has 4 bars when by the meter and all the way round the house, my wife's vodafone has only 2 bars.
I will be away on holiday soon so would like to sort it before then.
The wifi signal to the mobile unit works fine and i can see usage etc, its just i wont have accurate bills if i have to read the meter and it will be like going back to the standard meter.
can someone help? my IHD has lost connectivity to my smart meters and not displaying anything.
I checked the WAN light on the elec meter and it is dutifully flashing its red WAN light - so seems to suggest it has mobile signal (plus we never have issue with this)
I'm thinking I might need to
' reopen the Home Area Network (HAN) to be able to pair your IHD again.'
Can someone advise how to do this?
thanks
will
I don't think the instructions on how to do this are publicly available. I certainly can't find them.
The best best would be to drop
Matthew
Hey
Just so you know, I've moved your post over to this thread about In Home Displays.
Have a look at @Mw2870's response - we might need to reconnect your IHD to the network. We can get this done for you if you call the team.
Cheers,
Nancy
I have the WAN light flashing, I am not able to read my electric usage to give readings .
Anything I can do to get this up & running ?
I do not want to keep having estimated bills
tia
m
I don’t believe that the meters were commissioned correctly by the engineer. He was here for ages and made several calls to technical support, in the end he gave up and left, he said they will start working after 48 hours, they never did.
After several calls to Ovo I was told on each occasion that I had to leave the meters for at least 6 weeks for them to communicate, this time has passed and they still fail to communicate.
Our mobile signal is not great here but I have tried several phones near the meters and they do pick up signal.
I suggested that if an aerial would be fitted this could solve the issue, I was told that Ovo do not fit aerials as they do not help. I see from other people’s posts that aerials have been fitted and have resolved the issues.
I feel really fobbed off
I've moved your query over to an existing topic on smart communication issues, so that it's easier for others to find.
It's disappointing to hear about the smart meter issues you've experienced, and I can completely appreciate your frustration.
Although in some cases fitting an aerial will improve the smart meter's signal - it won't work in every instance.
An aerial would only be offered if the meters have something obstructing them, i.e. a cupboard. The meter would need to be near a front door or a window - where we can reach the aerial outside to gain signal. For this reason, we wouldn't offer one to a customer who's meter is in the basement because there's nowhere to put the aerial to move the signal.
The only exception is if there's really poor mobile signal in the area, an aerial won't help at all because the aerial actually has a weaker signal than the meter itself.
Your IHD query isn't one I've come across before and I think we'll need to look at it in more detail. Please contact us via our Facebook or Twitter page and we'll take a closer look.
Thanks,
Emily
My meter doesn't appear to have sent a reading once since it was installed (3 months ago). Only just found out now, The WAN light flashes red 3 times then pauses repeatedely.
It seems to be a common issue with only a finite set of solutions, if they'd been posted here I'd have done it by now.
a flashing WAN light is a good sign indicating that the meter can communicate with us. 5 flashes is strong signal, but 3's OK. So that we can diagnose this for sure, please reach out to us on Facebook, Twitter and our Help centre has online chat!
Tim
Given that it had worked for over two years without a problem I am very doubtful that's the problem but I have been told that OVO have difficulties getting local engineering contractors. Are there really no local engineers ? For the last 10 months? Or are they all too busy installing new smart meters to meet government targets. It really is very poor service and I am fed up with it.
I have been told that OVO have difficulties getting local engineering contractors. Are there really no local engineers ?
Not a great experience for you,
How did this go for everyone else with similar signal issues, and how was it sorted?
Philip if you wanted an engineer appointment to be chased up, reach out to our Customer Care team directly on Facebook, Twitter and our Help centre has online chat!
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