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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

    Show previous replies
    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    September 30, 2022

    It does indeed look like an EDMI Standard 420 Comms Hub used on the Arqiva WAN. :)

    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!
    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    September 30, 2022

    Howdy @H29 !

    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. :)

    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!
    H
    Newcomer
    Hendo
    Newcomer
    January 25, 2024

    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.

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    January 25, 2024

    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.

    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

     

    H
    Newcomer
    Hendo
    Newcomer
    January 25, 2024

    I already know the reading detail, I just wondered how usage can be sent but not meter readings. Are they separate systems?

    Firedog
    Super User
    FiredogSuper User
    Super User
    January 25, 2024

    It’s worth checking perhaps that your account hasn’t mysteriously been changed to request monthly readings only, instead of the half-hourly you may prefer. There’s some strange relationship between this single setting and the two data sets it refers to: usage data and meter readings. Any major change to the meter (which might include disconnecting and reconnecting it as your engineer did) seems able to reset this option. 

    You may be able to check and change the setting online if you see the Path to zero menu item. Some monthly-reading customers found a button on one of the underlying pages allowing them to change to half-hourly readings. Otherwise, it’s a call to Support.

    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. |
    Jeffus
    Rank 20
    Jeffus
    Rank 20
    January 25, 2024

    I already know the reading detail, I just wondered how usage can be sent but not meter readings. Are they separate systems?

    It is separate data.

    The 30min consumption data that is transmitted to ovo on here isn't added up to make the data on any other page.

    https://account.ovoenergy.com/usage?datePeriod=daily&unit=kwh

    So these pages use different data from the meter

    https://account.ovoenergy.com/usage?datePeriod=monthly&unit=kwh

    https://account.ovoenergy.com/usage?datePeriod=yearly&unit=kwh

    https://account.ovoenergy.com/meter-readings

    You are only ever billed what you see on here and it will always be clear what is from the meter as it will say Smart.

    https://account.ovoenergy.com/meter-readings

    It is possible that customers can't see both 30min consumption data and the register data you see on the meter reading page for example if there is a problem.

    If you can see 30 min data on the Day tab this will be from the meter, it is never estimated 

    The  other usage tabs could contain real or estimated data.

     

    H
    Newcomer
    Hendo
    Newcomer
    January 25, 2024

    Thank you for the info. Very interesting. Just need another booking for the replacement meter now.

      P
      Rank 2
      Paul4AA
      Rank 2
      June 3, 2024

      After working fine since its installation in February, our smart meter display in our kitchen is now showing blank numerical information with the wording “waiting for current data” underneath.   It seems like a communication issue between the display and the meters but is this a fixable fault and what can be done?

      Ive not touched the meters or changed any settings on the display but it strangely happened a day or so after Northern Powergrid visited to survey for an increased cut out fuse for a future EV charger.  He didn’t actually do the job so I struggle to see how it could be related.

      Paul
      P
      Rank 2
      Paul4AA
      Rank 2
      June 3, 2024

      I’ve checked on the Ovo app on my phone and it’s still showing consumption data up to yesterday so it must just be the link to the in home display

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

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