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Ramsmad
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January 15, 2023
Solved

No replacement IHD for over 2 years!

  • January 15, 2023
  • 39 replies
  • 1915 views

I think I have a Smets 1 smart meter, fitted over 2 years ago. The IHD I received with it, never worked. Since then I've asked many times, if I can have a replacement. I get told that there is a problem obtaining new units (over 2 years!?) The last conversation said I was on a list to get one. I also  got promised an update, which I never got.  I've heard now that I might not get an IHD until I get an upgraded smart meter? Anybody in the same boat as me? Anybody from OVO care to comment?

    Best answer by Tim_OVO

    Updated on 28/10/25 by Chris_OVO:

    All good advice above, and I know of one customer on the forum who’s SMETS1 meter failed to get enrolled and adopted by the DCC in December, and a retry is happening at the end of this month. Timeframes for all retries will of course, vary. 

     

    Either way you’re able to source IHDs that work with SMETS1, see Blastoise’s guide here:

     

     

    You can find a guide that helps you know whether you have a ‘SMETS1’ or ‘SMETS2’ smart meter here.

     

    Timescales for requesting a new In Home Display (IHD)

    • For SMETS2 smart meters - 2-10 working days. We occasionally run low on stock and have to wait for IHDs to be delivered to our dispatcher. In these cases the waiting time will be up to 10 working days.
    • SMETS1 Enrolled on DCC - Also 2-10 working days for new requests. We occasionally run low on stock and have to wait for IHDs to be delivered to our dispatcher. In these cases the waiting time will be up to 10 working days. 
    • SMETS1 (not enrolled) -  No further stock is being manufactured. Unfortunately, we can't provide a new IHD for these meters.

     

    39 replies

    Tim_OVO
    OVO Staff
    Tim_OVO
    OVO Forum Legend
    January 16, 2023

    Hi @Ramsmad and thanks for flagging this. 

     

    Stock for In Home Displays (IHDs) has certainly been a bottleneck issue in the past. Last week we were notified of new stock of Chameleon IHD6s. I’d expect those on the list for needing one should be contacted / sent one, but you may consider chasing this up later this week via a webchat. Just in case you get bumped to the front of the queue…

     

    Don’t forget you have fantastic options for seeing your usage via your online account here: https://account.ovoenergy.com/usage

     

    and via third party apps:

     

     

    Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
    R
    Rank 2
    RamsmadAuthor
    Rank 2
    January 17, 2023

    Hi Tim 

    Thanks for the reply. Well I've been on web chat, and was informed that as I've got a 1st gen smart meter, I can't get an IHD unit. Also can't get an updated smart meter, unless there's a fault with the one I've got!

    I though there was a scheme to replace Old smart meters, so they work with all energy suppliers?

    Gary

     

     

     

     

     

     

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    January 17, 2023

    Hi @Ramsmad

    I don't work for OVO. I am just a customer like you 

    See if your smart meter has been upgraded yet. Citizens Advice have a simple tool

    https://smartmetercheck.citizensadvice.org.uk/

    Also f you post a picture of your smart meter one of the regular posters here should be able to identify what make and model it is which may help

     

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      January 17, 2023

      Hope you don’t mind if I slide into the chat too. :)

      I’ve got options for you that might still get you an IHD despite being S1.

       

      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!
        R
        Rank 2
        RamsmadAuthor
        Rank 2
        January 17, 2023

        Hi, Jeffus 

        Checked on smart meter check. It says mine is not on system, so hasn't been upgraded? It's sending accurate readings, so looks like I'll have to be even more patient! It's very confusing, You get a different story every time you go on Webchat 

        Gary

         

         

         

         

         

        Jeffus
        Rank 20
        Jeffus
        Rank 20
        January 17, 2023

        Hi, Jeffus 

        Checked on smart meter check. It says mine is not on system, so hasn't been upgraded? It's sending accurate readings, so looks like I'll have to be even more patient! It's very confusing, You get a different story every time you go on Webchat 

        Gary

         

        @Ramsmad

        Yep. That either means yours has yet to be upgraded or can't be upgraded. 

        There was a deadline of end 2022 to upgrade smart meters, else replace them. I am not sure if that is still correct @Emmanuelle_OVO

        If you post a picture of your meter someone may be able to identify the type and may be able to give more information in case it helps with any conversations with ovo. 

         

          R
          Rank 2
          RamsmadAuthor
          Rank 2
          January 17, 2023

           

          Jeffus
          Rank 20
          Jeffus
          Rank 20
          January 17, 2023

          @Blastoise186 is usually great at comments about SMETS 1 meter upgrade info. Hopefully @Blastoise186 will pop by sometime.

          I have heard Octopus are more willing to rip out old SMETS1 meters that haven't upgraded as they seem to be trying to get more people on their standard IT platform which makes a lot more use of SMETS2 data i hear.  But obvious there is no guarantee this would be any quicker for you. 

          Blastoise186
          Super User
          Blastoise186Super User
          Super User
          January 17, 2023

          That’s a Secure Liberty meter, OVO can access these regardless of DCC. Try this tool, it might help.

          https://smart-meter-help.ovoenergy.com 

          It should have been migrated by now 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!
            Jeffus
            Rank 20
            Jeffus
            Rank 20
            January 17, 2023

            That’s a Secure Liberty meter, OVO can access these regardless of DCC. Try this tool, it might help.

            https://smart-meter-help.ovoenergy.com 

            It should have been migrated by now though!!!

            @Blastoise186 

            It is communicating OK with ovo, simply that OVO say they can't supply an IHD and won't swap the meter for a new SMET2 meter and IHD. 

            Is there a date when these old meters will start to be swapped if they didn't update? I thought it was from end 2022, but perhaps i am mistaken or the date has shifted? 

            Show more replies
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