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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
    January 2, 2025

    I’d give it a few more days and if things still don’t work, try https://smart-meter-help.ovoenergy.com . I’m in the view that this may just be a temporary thing though

    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!
      M
      Newcomer
      Millarmaid
      Newcomer
      January 2, 2025

      Also the app is asking us to submit a reading yet if we try it says you have a smart meter so don’t need to..

      I’ll just try calling them tomorrow 

      I do think as you suggest that it’s a computer failure at their end..

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      January 2, 2025

      Live Chat is faster via https://ovoenergy.com/help .

      Please try to keep the phone lines free for more urgent matters unless you absolutely must get in touch via phone - especially this week.

      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!
      C
      Rank 2
      costeek
      Rank 2
      January 2, 2025

      Out of curiosity checked my app and it appears I’m having the same issue. I see my IHD several times a day and according to that my smart meter works as usual. I would agree it’s probably to do with DCC. Fingers crossed it soon will be back to normal. 

        M
        Newcomer
        Millarmaid
        Newcomer
        January 3, 2025

        I wouldn’t care but for the fact Ovo are currently charging the property 3x as much as the daily usage normally is..

        Firedog
        Super User
        FiredogSuper User
        Super User
        January 3, 2025

        Ovo are currently charging the property 3x as much as the daily usage normally is..
         

        Do you mean that your meter readings are increasing faster than usual? It’s only meter readings that count when it comes to charging you money for the energy you use. Usage data aren’t used for billing except for some add-ons like Charge Anytime, which doesn’t use the data transmitted via DCC. 
         

        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. |
        C
        Rank 2
        costeek
        Rank 2
        January 3, 2025

        I wouldn’t care but for the fact Ovo are currently charging the property 3x as much as the daily usage normally is..

        What do you mean? You earlier said it doesn’t show readings. How it could charge you then? And how you got 3x number if readings are missing?

        Chris_OVO
        Community Manager
        Chris_OVO
        Community Manager
        January 6, 2025

        Hey ​@Millarmaid, 

         

        Did you manage to find your readings or are you still having issues with them? 

        Renewable energy jokes never get old.
        G
        Newcomer
        gmac83
        Newcomer
        January 24, 2025

        Hi all, we are on Intelligent Go, and with 2x EVs, ASHP and solar & batteries, we are pretty heavy users. We haven’t had a bill since November, so got in touch with 🐙 via twitter chat, who advised that my smart meter was having difficulty sending readings they needed. Octopus compare app also shows various days missing: 

        https://ibb.co/R9wYdx8

        But I went onto the N3rgy website and downloaded my smart meter data from the DCC, and the days they are showing as missing seem to be there and complete. Also have full records on the Ohme app of charge sessions for Intelligent Go). 
         

        https://ibb.co/28Hm00c

         

        🐙 don’t seem interested in the fact I can access the data (which to me suggests the meter is working ok). 
         

        What can I do? Scared to charge my car at present as worried they are going to charge everything at a standard rate.

        Thanks

        BPLightlog
        Super User
        BPLightlogSuper User
        Super User
        January 24, 2025

        It will depend on the person you get to reply but a request for a manual data pull can often get a result. Sometimes a glitch can stop records being processed and that needs a manual recovery. 
        DCC don’t store your data so anything you are seeing elsewhere will be from their own system (even if it was received via DCC).

        Your request may need to be persistent to reach someone who can recover the data for you. An alternative would be a power cycle on your meter. 

        Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
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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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          OVO (S) Gas Limited is part of OVO Group Ltd