No replacement IHD for over 2 years!

Anyone had problems waiting for a display to arrive. I had a smart meter installed on 28th September 2022. The engineer didnt leave the IHD. Ive been asking for when one will arrive for weeks, i got out of stock, shortage, dont know when they will arrive. So i put in a complaint and the response was i will be puy on another list to recieve one in the next few weeks. Still not got one. This has been 21 weeks now. Anyone else had these issues?

Hey @ladyb,

Really sorry to hear this, that sounds like a frustrating experience.

Hopefully you’ll get an In Home Display soon, but in the meantime there are other ways to access your usage data like the OVO Energy Tracker:

One of our Community Members has created this great guide you might find helpful:

Hope this helps. 

I was moved from SSE to OVO in July last year. My IHD for the smart meter was not working so I asked OVO to send me a new one, which has never arrived. 

I’ve spoken to OVO about this on two occasions, the last being in Oct/Nov last year, and each time was told that there was a shortage of IHDs and that I would be sent one as soon as they come in stock. 

Given it’s now ¾ of a year since I originally asked for a new IHD, I refuse to believe that they simply have no stock. 

I’m curious to know if anyone else is stuck in the same situation, or whether anyone was in the same situation and was able to resolve the issue. 

I think it’s ridiculous that while we’re in the middle of an energy crisis and need to pay attention to our usage more than ever, OVO do not have the supply of tools to enable us to do so. 

Hi @Not_so_smart_meter,

Thanks for flagging this, I’m sorry to hear about the delay in getting you a replacement In Home Display (IHD) since your first one had an error. As you might imagine these are in demand from anyone getting a new smart meter and for anyone like you who has an issue with their existing one. 

I’m aware of a recent batch of IHDs in January for the second generation meters. It may be worth chasing up our Support team directly to see if they can help. In the meantime here’s a guide on how to source an IHD yourself:

FWIW I was fobbed off for over a year saying they were out of stock. Turns out that the SMETS1 meter upgrades made the IHD incompatible I was advised about 14 months on.

OVO hasn’t got much in the way of S1 compatible IHD stock anyway and most of it has been assigned to Boost PAYG customers from what I understand.

Your best option is to get one from the options in my guide

Hi,

a smart meter was put in 6 weeks ago and I was told an IHD would be sent to me. It still hasn’t arrived. I have emailed complaints to ask for an update and they don’t reply either. I expect there are customers with bigger issues but does anyone know when I should expect the IHD or how to get one?

Thanks

Hey @edharris.ovo ,

I’m sorry about that. There’s options I can recommend though if that helps?

This guide will hopefully help you out.

By the way, I’m afraid you’ve claimed a restricted username which is reserved for official accounts. If you are an OVO employee, please verify yourself by sending an email to forum@ovoenergy.com from your OVO work email address. Otherwise, have a think about some other usernames you might like to use instead and a forum moderator can help you change it.

Thanks for your reply, Someone got back to me and has ordered one so all ok now. I can’t change my username so will not use this account

That’s OK. Thanks for letting us know!

A forum moderator can change your username on your behalf. What you like to have it changed to? We can arrange that. :)