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?
Lost Connection - Smart Meters not sending meter readings and no data on In-Home Display (IHD) - Why?
Best answer by Mw2870
Updated on 08/10/25 by Ben_OVO
If you’ve noticed an issue with your Chameleon In-Home Display or the communication of your smart meters follow the advice below to help get any technical bugs ironed out! 
If the IHD has been working as it should, but has suddenly stopped showing usage data, then the best thing to do is contact our Support Team and request that they run an ‘XJOIN’. This is a remote request we send to the IHD to get it showing the usage again. You can find the contact information below:
Newly installed Smart meters
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 teething issues as we carry out the initial work to get everything up and running.
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 updated on your account 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 should see a message on screen asking for a reading.
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 these S1 meters depending on whether you’re on a single rate or Economy 7 tariff. To take dual (day/night) readings on a Secure Liberty 110 , 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 on a single rate tariff).
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 customer but not got a smart meter yet? - Book today!
Interested but not yet an OVO customer? - Check out our plans!
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.
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 08/10/25 by Ben_OVO
If you’ve noticed an issue with your Chameleon In-Home Display or the communication of your smart meters follow the advice below to help get any technical bugs ironed out!
If the IHD has been working as it should, but has suddenly stopped showing usage data, then the best thing to do is contact our Support Team and request that they run an ‘XJOIN’. This is a remote request we send to the IHD to get it showing the usage again. You can find the contact information below:
Newly installed Smart meters
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 teething issues as we carry out the initial work to get everything up and running.
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 updated on your account 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 should see a message on screen asking for a reading.
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 these S1 meters depending on whether you’re on a single rate or Economy 7 tariff. To take dual (day/night) readings on a Secure Liberty 110 , 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 on a single rate tariff).
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 customer but not got a smart meter yet? - Book today!
Interested but not yet an OVO customer? - Check out our plans!
In the end, I had a very helpful chap (Jim I think - it was a year ago!) who had several phone calls with me. (He has been the ONLY person from a utility company who has said he'd phone me back - and HE DID!!) In the end, it was all to do with the pairing of the IHD and the smart meter. The installation engineer hadn't paired the IHD and smart meter properly. For some reason, one isn't able to put the smart meter into "search mode" but that has to be done remotely from OVO. Jim, kept the search mode open for 24 hours and the meter eventually linked up. He also sent a relay plug for the IHD to talk to the wifi router ex gratis as well. Since then, it has worked all fine despite occasional local power cuts and a poor mobile signal. I occasionally get a drop in communication from the smart meter to OVO but it usually catches up in a day or two.
My smart meter(s) haven’t sent a reading since the 14th October - nearly a week as i write this. I checked my electricity meter and the red LED is flashing. Here’s my IHD info panel.
it’s very important that i get this sorted as we have elderly people in the the house and we can’t risk any unexpected bills due to having estimated bills.
Also, as i understood it during installation there was no requirement for WiFi to be available as it’s allegedly all done via a mobile signal: can you please confirm that this correct as we have a big problem getting WiFi to certain areas in the house due to its construction. The meters have been working sinc3 2016 without a problem.
Thanks in advance.
My Smart meter only gets a data connection intermittently. When it did connect a couple of weeks ago the electricity reading, according to my online records, was around 2100. An estimated bill a few days later is consistent with this reading. I checked the meter, pressed 9 and the reading was 5900 KwH. Why the difference? Was the meter set up correctly? The gas readings are correct.
7 weeks ago I reporter a faulty meter. An engineer came out installed or rather started the installation of a smart one.The smart meter has not been connected as yet even though we have asked several times for it to be done.
Added to This Ovo have estimated our usage,for the period of fault but have completely ignored the fact that we were over £900 in credit with them ! The credit has been cleared from the statements as if it never existed therefore the bill is an over inflated amount ??
That wifi symbol top left (with a cross across it) tells me the IHD isn’t linked up to the smart meters
Same with you
The agent can also check the readings being used in your bill and make sure they all line up.
Thanks, I’m due to have a look at the meters tomorrow, as the gas meter’s rather inaccessible. I can see the electricity meter red light’s flashing though. I was emailed a list of tasks to work through so I’ll do that and get back to you.
It’s very strange that this should happen though - it’s been woirking fine for a number of years.
Quite an interesting diagnostic session at the weekend - I followed the directions provided by an Agent, and found that the gas meter appears to be communicating successfully, and the (single) LED on the electricty meter is flashing once a second. I’ve taken readings.
However, the bad news is the mobile signal next to the electricity meter is even lower than the cellar it’s located in:
The odd thing is that the signal’s been fine for 3 years, but since 5G was introduced there’s been a reduction in 3/4G signal strength, and now the meter(s) have all but lost their signal! This is with EE - we also have on O2 mobile which on closer inspection is about the same.
+1I moved to OVO in the Summer and was delighted to be able to see my half hourly usage - my smart meter was doing it’s job.
Suddenly it stopped talking to OVO and hasn’t sent a meter reading for the last couple of months, meaning I have to do it manually which is a faf. One more thing to remember.
I’ve looked at the help and it seems that the meters sometimes just play up and it should right itself but this isn’t very satisfactory. Anyone have any ideas on what I can do to get this sorted?
Thanks
+4Hey
Welcome to the OVO Online Community.
Sorry to hear your smart meter’s not being very smart! Let’s try and get this sorted for you.
You haven’t mentioned whether your smart meter is SMETS1 or SMETS2 so I’ll send you both the smart meter health checks:
Hope this helps.
+1Hi @Emmanuelle_OVO
Judging by the photos I have a SMET 1 meter.
I’ve gone through the Smart Check and there isn’t anything that is flagging as an alarm. The meter seems to have just stopped sending readings.
Please can you advise how I get OVO to look at this and resolve it?
Thanks
Helen
+9- Super User
It does indeed look like an EDMI Standard 420 Comms Hub used on the Arqiva WAN. :)
+9- Super User
Howdy
Would you like my help with identifying your meter? Pop some photos of it in this thread and I’ll be able to help you out. :)
Hi, our smart meter stopped sending meter readings back in Nov ‘23. This has happened before so I was not overly concerned and sent my meter readings manually. Conversations with OVO were carried out and a date was agreed to replace the E meter on 25 Jan ‘24. The engineer came ok, tried resetting the modem by removing the service fuse but to no avail so the meter required changing, problem was the meter is outside and it was raining so no meter change. This I understand as a retired Electrical Engineer. Now comes the weird part. Over all this time my OVO web site account shows daily usage of both E & G. And I have reived a text from the local Electricity supplier stating that the meter has told them that there may be a power outage at our property! Can anyone explain why all the info is being sent to OVO/Electricity supplier but not sending meter readings. In addition the IDU has not had any connection during all this episode.
Thanks.
+5Hi, our smart meter stopped sending meter readings back in Nov ‘23. This has happened before so I was not overly concerned and sent my meter readings manually. Conversations with OVO were carried out and a date was agreed to replace the E meter on 25 Jan ‘24. The engineer came ok, tried resetting the modem by removing the service fuse but to no avail so the meter required changing, problem was the meter is outside and it was raining so no meter change. This I understand as a retired Electrical Engineer. Now comes the weird part. Over all this time my OVO web site account shows daily usage of both E & G. And I have reived a text from the local Electricity supplier stating that the meter has told them that there may be a power outage at our property! Can anyone explain why all the info is being sent to OVO/Electricity supplier but not sending meter readings. In addition the IDU has not had any connection during all this episode.
Thanks.
These pages will show estimates if there are no smart meter readings getting through
https://account.ovoenergy.com/usage?datePeriod=monthly&unit=kwh
https://account.ovoenergy.com/usage?datePeriod=yearly&unit=kwh&date=2024-01-23
This one won't
https://account.ovoenergy.com/usage?datePeriod=daily&unit=kwh
If smart readings are getting through you will see a readings with the word smart next to it
https://account.ovoenergy.com/meter-readings/history/electricity
I already know the reading detail, I just wondered how usage can be sent but not meter readings. Are they separate systems?
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