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Pearceage
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September 6, 2017
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Lost Connection - Smart Meters not sending meter readings and no data on In-Home Display (IHD) - Why?

  • September 6, 2017
  • 103 replies
  • 160768 views

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?

 

    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! :bug:

     

    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
    • Elec: Press A three times until TOU Rate 1 appears.
    • Gas: Press C to wake up, then C to access the menu. Use B to scroll and C to select the reading option.
    • Elec: Press the top button once or twice
    • Gas: Press the circle button once or twice

     

    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! :slight_smile:
     

     

    OVO customer but not got a smart meter yet? - Book today!

    Interested but not yet an OVO customer? - Check out our plans!

    103 replies

    Lucy_OVO
    Retired Moderator
    Lucy_OVO
    Retired Moderator
    September 12, 2017

    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

     

    You guys know what’s watt
    M
    Newcomer
    MidlandMedic4
    Newcomer
    October 13, 2017
    @Lucy OVO

    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.
    E
    Newcomer
    emder
    Newcomer
    October 30, 2017

    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

    Tim_OVO
    OVO Staff
    Tim_OVO
    OVO Forum Legend
    October 30, 2017
    @Lucy OVO

    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, @MidlandMedic4

    Send over a picture of your IHD below so we can all see which version you have!

    Thanks,
    Tim
    Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
    M
    Newcomer
    MidlandMedic4
    Newcomer
    October 30, 2017
    This is the IHD. The one on your web site is white with a blue backlight

    M
    Newcomer
    MidlandMedic4
    Newcomer
    October 30, 2017
    Please note wifi signal but no WAN signal
    Mw2870
    Newcomer
    Mw2870Solved
    Newcomer
    November 8, 2017

    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! :bug:

     

    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
    • Elec: Press A three times until TOU Rate 1 appears.
    • Gas: Press C to wake up, then C to access the menu. Use B to scroll and C to select the reading option.
    • Elec: Press the top button once or twice
    • Gas: Press the circle button once or twice

     

    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! :slight_smile:
     

     

    OVO customer but not got a smart meter yet? - Book today!

    Interested but not yet an OVO customer? - Check out our plans!

      M
      Newcomer
      MidlandMedic4
      Newcomer
      November 8, 2017
      Sorry, I meant to say no HAN signal in the IHD
      Lucy_OVO
      Retired Moderator
      Lucy_OVO
      Retired Moderator
      November 9, 2017
      I think one of our most active users @Emma_G @Mw2870 might be able to help out with this one!
      You guys know what’s watt
      M
      Newcomer
      MidlandMedic4
      Newcomer
      January 11, 2019
      Hi Tim_OVO,

      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.
        Show more replies
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