No replacement IHD for over 2 years!

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?

• Sourcing a replacement In Home Display (IHD), where to get one if mine is broken?

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. :)

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

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

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

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. 

​​

​

​​​​

@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

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

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.