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R
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Ramsmad
Rank 2
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

    Show previous replies
    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    January 17, 2023

    Oh ok. Erm… Last I heard from the Sekrit Smart Meter Friend was that sometime around the end of 2023 (corrected from 2022, sorry!!!) is (corrected from was) when it should all be basically done. Meters that completely fail to migrate will become eligible for an S2 hardware swap. at no cost to the customer.

    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

      Oh ok. Erm… Last I heard from the Sekrit Smart Meter Friend was that sometime around the end of 2022 was when it should all be basically done. Meters that completely fail to migrate will become eligible for an S2 hardware swap. at no cost to the customer.

      That is what i thought as well

      @Tim_OVO @Emmanuelle_OVO do you know when ovo are starting the swap out? 

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      January 17, 2023

      Oh wait a sec… The current deadline is 31st December 2023. It got changed last minute!!!

      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

        Oh wait a sec… The current deadline is 31st December 2023. It got changed last minute!!!

        @Blastoise186 can't say i am surprised 😁

         

        R
        Rank 2
        RamsmadAuthor
        Rank 2
        January 17, 2023

        It would be nice to get some official communication from OVO about the situation. Or is that too much to ask?

        Jeffus
        Rank 20
        Jeffus
        Rank 20
        January 17, 2023

        It would be nice to get some official communication from OVO about the situation. Or is that too much to ask?

        These are the last official dates published by ovo, last updated in December 2022, but needs updating given the revised deadline that all suppliers have been given. End 2023 isn't an ovo specific date. 

         

        Tim_OVO
        OVO Staff
        Tim_OVOSolved
        OVO Forum Legend
        January 18, 2023

        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.

         

        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 18, 2023

        Hi Tim 

        Will I get to know when a retry will take place? If successful will I then get an IHD from OVO.  I have been promised one many times!

         

         

          Jeffus
          Rank 20
          Jeffus
          Rank 20
          January 18, 2023

          Interesting having done some digging. There is consumer protection and a government code of practice around smart meter and IHD installations. I haven’t read in detail but a cut and paste of a bit of information is below. 

          IHD should be offered to customers at the point of installation. You have never had a working IHD so i say not unreasonably this has never happened. 

          I don't know whether the Energy Ombudsman would ask OVO to provide one or swap the meter and IHD within a "reasonable time" given you have never had one. I am not sure if their remit stretches to this even. But i think that passes the fair and reasonable test personally. Worst case ask OVO to pay for a SMETS1 IHD from here. https://shop.glowmarkt.com/products/display-and-cad-combined-for-smart-meter-customers?variant=36560284352664

          Anyway i would be tempted to log an official complaint via the OVO standard complaint process and see what happens anyway and then take the complaint to the Energy Ombudsman, quoting the consumer protection and government code of practice if necessary. I can't imagine anyone saying waiting 2 years is fair and reasonable. 

          Of course you may already have tried this or may think it is a step too far. 

          —----------------

          https://www.gov.uk/guidance/smart-meters-how-they-work

           

          Consumer protections

          Code of practice

          The government has put in place a Code of Practice for smart meter installations to protect customers, which requires that:

          • energy efficiency advice, tailored to the customer’s circumstances, and an IHD is offered to households as part of the installation
          R
          Rank 2
          RamsmadAuthor
          Rank 2
          January 18, 2023

          Hi Jeffus 

          Thanks for the info. I'll look into it.

          Gary

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