Good morning. Ever since I've had my Smart Meters installed, my IHD has definitely been showing incorrect rates, even if you take into account that it shows VAT and My Ovo doesn't. How do I get this corrected on the IHD so the estimated spend figures in £ are correct? Under Electricity on the IHD the tariff is 'NEWENERGY' and Gas is 'Ovo Variable'.

Updated on 03/06/24 by Abby_OVOYourPipit In Home Display (IHD) should be updated with your plan prices via your Smart Meter. If you’ve recently started a new plan it may take a few days for this information to be updated.As you mentioned, the IHD will show your prices including VAT, and the ‘Plan’ page of your online account or OVO app (download forAndroidoriOS), shows the same rates excluding VAT. If your unit prices and standing charges are different by more than 5% and it’s been over a week since your plan started, reach out to the Support Team -we might need to check that the IHD is paired andthe correct tariff has been updated on your meters.This default estimated bill screen on yourPipit In Home Display (IHD)doesn't necessarily match your monthly billing cycle. This figure can't be reset manually but will reset after a tariff change, so when you renew, or with a price change if you're on the Simpler Energy plan. Think of it as a ‘Total usage since last tariff change’ figure.If you’re looking to check your current monthly cost the best place to head isthe ‘Billing’ page of youronline account. Thiswill update daily if youhave your smart meter set to send us a reading either daily or half hourly. If you would like to update the reading schedule of your meter to allow this, contact ourSupport Teamto request this change.The advice above relates to the Pipit IHD, if you have a Chameleon IHD see the guides below for more help with these:SMETS1 Chameleon In Home Display (IHD) guideSMETS2In Home Display (IHD) guideOVO member but not got a smart meter yet? -Book today!Interested but not yet an OVO member? -Check out our plans!

Pipit 500 In Home Display (IHD) showing incorrect prices - why?

Hey @anthb72 and @dan_brown

I've moved your queries over to this topic as all the answers are here!

In short, if you send me a PM with your full name, DoB and account number I can take a look into this for you and get the rates corrected.

Thanks,

Emma

Hi. 25 days ago I sent a pm with all my details asking why there were differences between the tariff prices on my documentation and those on the IHD and the usage page on the website. 17 days ago I was informed by Tim, it was all being sorted and to allow 48 hours for the difference to be corrected. My Gas tariff on the IHD is now correct but the Gas tariff on the website is still incorrect. the Electricity tariff on both the IHD and website are still incorrect. If you are going to promote your services by allowing an accurate and up to date cost of energy so I can determine where I am wasting money, can you please ensure your equipment give accurate information. How many more days do I have to wait for the correct tariff to be displayed on the IHD and the website?

Hi Emma

Thanks, I raised it via email yesterday and it's all sorted now - the display is now showing the rates as per my contract.

Thanks

Anth

Glad it's all been sorted, @anthb72 😃

I have just had a similar conversation with Hello@ovo as my IHD gives estimates that are wildly off the mark compared to online portal (IHD saying next bill is £300, portal shows next bill will be a shade over £100).

Their response is that the rates are dialled in when its made and it cant be changed.... Which seems to disagree with the poster aboves post.

Hello Sam,

Thank you for your email. I can confirm that we are receiving meter readings from your smart meters every half hour, unfortunately this does not get communicated to your IHD, it is only available to view on your online account. The estimates on your IHD are based on your usage since the Smart Meter was installed and we're not able to to update them as the IHDs weren't designed with this functionality.

Kind regards,

Chris

Recently had both smart meter installed, both the gas and electricity tarrifs are incorrect.

How is my unit / meters updated.

Electricity is out by about 3p per unit and gas 1 p per unit

I have the same problem.

Smart meter shows rates

Electricity Daily 23p (wrong should be 28.77p) Rate 12p (should be 12.48p)

Gas Daily 28.77p (correct) Rate 3.3p (should be 2.785 p)

Hi. 25 days ago I sent a pm with all my details asking why there were differences between the tariff prices on my documentation and those on the IHD and the usage page on the website. 17 days ago I was informed by Tim, it was all being sorted and to allow 48 hours for the difference to be corrected. My Gas tariff on the IHD is now correct but the Gas tariff on the website is still incorrect. the Electricity tariff on both the IHD and website are still incorrect. If you are going to promote your services by allowing an accurate and up to date cost of energy so I can determine where I am wasting money, can you please ensure your equipment give accurate information. How many more days do I have to wait for the correct tariff to be displayed on the IHD and the website?

Hi @Gary04

I'm sorry this still hasn't been sorted for you. If you could drop us a message on our Facebook or Twitter page, we'd be happy to look into this further.

Cheers,

Emily

Hi. I have submitted all my details about this via a private message through this forum to Tim. Not happy to discuss this further on an open page via facebook or twitter. if you state I need to contact you via the dm on twitter or messenger on facebook, whats the difference to the private message I have already sent to you via this forum

Good morning,

I have a smart meter called secure that just keeps adding up my monthly totals, I thought I would be able to see the totals of both the gas and electricity as the month progressed, surely there must be a meter that can tell me what I am using as the month progresses?

Regards

Davy Lumsden

Hey @Kickboxingboy and @spudonhill

I've moved your queries over to an existing topic. Just take a look at Emma's 'Best Answer' above for more advice.

Cheers,

Emily

Hi. I have submitted all my details about this via a private message through this forum to Tim. Not happy to discuss this further on an open page via facebook or twitter. if you state I need to contact you via the dm on twitter or messenger on facebook, whats the difference to the private message I have already sent to you via this forum

Hey @Gary04

Tim's picking up your PM now so you'll receive it imminently!

The reason we recommend customers to contact us on Facebook or Twitter with their details is because we'll get back to them quicker. Just to reassure you, if you did PM us on Facebook or DM us on Twitter in future your details would remain private.

Thanks,

Emma

Good morning,

I have a smart meter called secure that just keeps adding up my monthly totals, I thought I would be able to see the totals of both the gas and electricity as the month progressed, surely there must be a meter that can tell me what I am using as the month progresses?

Regards

Davy Lumsden

Hey Wee Davy,

The estimated bill section on your In Home Display will keep clocking usage, but to view how much you're using each month, please go to the 'History' section on your In Home Display.

Lucy

By plan details are;

Electricity:12.20p/kWh

Standing charge:27.40p/day

Gas:2.55p/kWh

Standing charge:27.40p/day

However, after switching to smart meter I appear to be getting charged the below rates;

Electricity:15.06p/kWh

Standing charge:28.77p/day

Gas:3.23p/kWh

Standing charge:28.77p/day

Any help to get this rectified would be much appreciated.

Hey @Kurt

I've moved your query over to an already existing topic on this issue.

If you send us a message on Facebook or Twitter we can look into this and update the In Home Display (IHD) with the correct rates for you.

Thanks,

Emma

Hi Emma

I'm referring to the smart meters and what you're actually billing me so this may not be the best place for my post?

Regards

Kurt

Had smart meter fitted 3 months ago - took over 2 months to get readings sorted.

Is it worth it? No gas data on indoor viewer.

Useage significantly higher on indoor display than on OVO app on my phone.

Direct debits - a worrying trend. When smart meter fitted OVO suggested dd change to £25 - ignored that one. Now they suggest £130 per month!!! Estimated useage £1026 per annum

They need to get things sorted or they will lose their customers faith

Hey @Cbartleman428,

I've moved your topic over here where you'll find information about the IHD and estimated bills.

Hope this helps!

Nancy

I had gas & electricity smart meters fitted about a week ago. I have noticed that both the gas & electricity unit cost settings on my IHD are different from my 2 year fixed cost tariff rates so that the usage readings in £'s are incorrect which appears to defeat part of the objectives of the smart meters! My tariff rate for electricity is 12.44p/kwh (incl VAT) whereas my IHD is showing 13.87/kwh and for gas my tariff rate is 2.69p/kwh whereas the IHD shows 3.07p/kwh. The standing charges shown are correct. Can these rates be corrected so the IHD shows the correct usage in money terms?

Hey KenneyB,

I’ve moved your query onto this topic as I think it fits best on this thread!

Your unit rates on your IHD should still match the rates that you’re paying. If there is a discrepancy with this, please contact our support team on Facebook (https://www.facebook.com/ovoenergy/) or Twitter (https://twitter.com/OVOEnergy) so they can correct this for you.

@picz1 - This info should be useful for you too.

Lucy

My tariff on home display unit is different to that on my online profile? Any reason for this?

Hey! You should be able to find the answer to your questions on this thread. Comment any further queries below :)

Nancy

I am also experiencing issues with incorrect tariff on the IHD unit as compared to my actual tariff rates. Please advise.

Hi,

Just moved onto smart meter with Ovo. Can see the usage in KWH on the usage tab in my account but the pricing cannot be selected. What needs to happen to make the pricing from my agreed tariff come through correctly.

Thanks

Simon

I don't think another forum user will be able to help with this @picz1 @simonh. Send the OVO team a message via Facebook, Twitter, or webchat via the Help Centre to get this checked!

Tim

I was contacted a few month ago to notify me that I had been charged the wrong unit price for my electricity. All sorted from an account perspective but my smart meter is still showing the old higher rate. I have asked several times when this will be updated and keep being told it will happen automatically - however 3 month on it still hasn't updated

Reply

Products

Resources

About OVO

Help & Support

Reply

Need advice from other members?

Sign up

Log in to the OVO Forum

Scanning file for viruses.

This file cannot be downloaded