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Rank 2
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
    E
    Newcomer
    edharris
    Newcomer
    February 20, 2023

    Thank you :)

    I don’t mind on the username so you can just leave it as edharris if you want or just add a random number so .42

     

    Thanks again,

    Ed

     

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      February 20, 2023

      Done. Request sent. I’ll ask a moderator to do that. It’s available so this should be easy. :)

      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!
        J
        Newcomer
        Jan4449
        Newcomer
        February 25, 2023

        Why is it we are only now being told that we have IHDs and not smart meters as is advertised on tv and elsewhere?  Even OVO advertise them as smart meters of course not by a human as they do not exist in the world of OVO.  Its amazing how they are begging for new customers but cannot give any service to customers who were transferred from SSE , we do not count. Once the ombudsman has dealt with my complaint I will be steering clear of OVO and Boost and I recommend others do the same.

        Jeffus
        Rank 20
        Jeffus
        Rank 20
        February 26, 2023

        Why is it we are only now being told that we have IHDs and not smart meters as is advertised on tv and elsewhere?  Even OVO advertise them as smart meters of course not by a human as they do not exist in the world of OVO.  Its amazing how they are begging for new customers but cannot give any service to customers who were transferred from SSE , we do not count. Once the ombudsman has dealt with my complaint I will be steering clear of OVO and Boost and I recommend others do the same.

        Hi @Jan4449 is your complaint still in the 8 week period with OVO or is it now with the Energy Ombudsman?

        Is it to do with the IHD or something else?

        Let us know how you get on as, it will probably help other customers

         

        J
        Newcomer
        Jan4449
        Newcomer
        February 26, 2023

        I have accepted a deal put by the ombudsman, only because I am fed up with it, of £50 compensation, the ombudsman wouldn't increase it, a letter of apology, not much use, and the main thing, giving me an IHD , as advertised on OVOs site, so that I can have real time readings of what  I am using, not had it since 1st Oct 2022. The ombudsman told me that one of the problems was the difference between a smart meter, that is where OVO get their figures, I found this by my old meter which I noticed was flashing zero's, when I looked again I saw flashing numbers but they were to quick for me to read, and an IHD which is the , object, we are given to plug in to read our real time usage, now as far as I am concerned all the advertising has called the , objects, smart meters and have them looking like miniature tvs , mine was never like that, I have also noticed no advertising of said smart meters recently!!!! 

        I know this is very long winded but it shows the lack of information we are given , or truth, by energy companies.  My complaint has an agreed date of 9th March for OVO to implement the resolution, I.e give me an IHD. I'm  not sure what happens then if they do not give me the IHD, from what I have read there is a shortage and those they have are being used to pull in new customers. I hope this helps and I will update if  I receive any positive, or negative, information  from either the ombudsman or OVO !!!

          Jeffus
          Rank 20
          Jeffus
          Rank 20
          February 26, 2023

          I have accepted a deal put by the ombudsman, only because I am fed up with it, of £50 compensation, the ombudsman wouldn't increase it, a letter of apology, not much use, and the main thing, giving me an IHD , as advertised on OVOs site, so that I can have real time readings of what  I am using, not had it since 1st Oct 2022. The ombudsman told me that one of the problems was the difference between a smart meter, that is where OVO get their figures, I found this by my old meter which I noticed was flashing zero's, when I looked again I saw flashing numbers but they were to quick for me to read, and an IHD which is the , object, we are given to plug in to read our real time usage, now as far as I am concerned all the advertising has called the , objects, smart meters and have them looking like miniature tvs , mine was never like that, I have also noticed no advertising of said smart meters recently!!!! 

          I know this is very long winded but it shows the lack of information we are given , or truth, by energy companies.  My complaint has an agreed date of 9th March for OVO to implement the resolution, I.e give me an IHD. I'm  not sure what happens then if they do not give me the IHD, from what I have read there is a shortage and those they have are being used to pull in new customers. I hope this helps and I will update if  I receive any positive, or negative, information  from either the ombudsman or OVO !!!

          @Jan4449 that is useful, we can use that generic information if we see other similar posts.

          For one off Ombudsman decisions OVO could simply purchase an IHD if they have no stock (e.g. https://ivie.co.uk/  or  https://shop.glowmarkt.com/products/display-and-cad-combined-for-smart-meter-customers?variant=31079504248910) 

          OVO could buy the device (either SMETS1 or SMETS2 compatible) or give you the money to purchase it, so definitely don't let them fob you off with no stock after getting a personalised Ombudsman decision for your particular situation. 

          You could include this information in your communication with the Ombudsman or OVO if things get messy now a decision has been made by the Ombudsman. 

          ​​

          ​

          ​​​​

           

          Jeffus
          Rank 20
          Jeffus
          Rank 20
          February 26, 2023

          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.

          @dnh i would suggest putting in a similar complaint to @Jan4449 given they have had a positive ruling from the Ombudsman. If then the Ombudsman rules in your favour, there are definitely SMETS1 IHDs OVO could purchase or give you the money to purchase. 

          https://shop.glowmarkt.com/products/display-and-cad-combined-for-smart-meter-customers?variant=36560284352664

          Also ask for the £50 compensation that @Jan4449 got.

          Obviously this is dependent on the Ombudsman ruling in your particular circumstances

          The OVO complaint process is here if you want to start it. 

          https://www.ovoenergy.com/feedback

          R
          Rank 1
          richard1966
          Rank 1
          April 14, 2024

          Waiting over a year for a bigger display ihd unit iam partially sighted cannot read original one I got when first joined  rang up six times told me it is in post but not got one I am fed up what can I do please help me

          R BARKER
          Shads_OVO
          Retired Moderator
          Shads_OVO
          Retired Moderator
          April 15, 2024

          Hi @richard1966,

           

          I’m really sorry to hear this.

           

          I’m going to have our Forum_Support team reach out to you so they can help you further with this.

           

          Look out for a private message here soon: https://forum.ovoenergy.com/inbox/overview.

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