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samwatling
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May 19, 2017
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Pipit 500 In Home Display (IHD) showing incorrect prices - why?

  • May 19, 2017
  • 78 replies
  • 10400 views
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'.
Best answer by Tim_OVO

Updated on 06/10/25 by Ben_OVO


Your Pipit 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 for Android or iOS), shows the same rates excluding VAT. You can find out how to do this here:

 

 

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 and the correct tariff has been updated on your meters.

 

This default estimated bill screen on your Pipit 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 is the ‘Billing’ page of your online account. This will update daily if you have 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, you can do so by following this guide:

 

 

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) guide

SMETS2 In Home Display (IHD) guide

 

OVO member but not got a smart meter yet? - Book today!

Interested but not yet an OVO member? - Check out our plans!

78 replies

Show previous replies
Mw2870
Newcomer
Mw2870
Newcomer
November 5, 2017
Hi,

I had the same problem when I signed up. There is no way to change the IHD manually.

There seems to be some sort of IT problem which OVO are aware of. See the post from @sjh21 https://forum.ovoenergy.com/pay-monthly-21/new-customer-can-i-have-instructions-for-the-ihd-794

You can either email customer services or sent a private message to @Tim_OVO with your details to get your IHD tariff updated.
    M
    Newcomer
    manicbikeman
    Newcomer
    November 23, 2017
    Just had smart meter installed 2 hours ago. The engineer said tariff will be updated automatically from default within next 20 minutes, this hasn't happened. Was she being optimistic?
    A
    Newcomer
    anthb72
    Newcomer
    December 7, 2017
    I've googled this and found it's not uncommon (on the OVO forums).

    New smart meter installed last Friday....

    My daily charge is correct (contract tariff + 5% VAT) but my unit charge on the smart meter is contract + 5% VAT + 20.7% for gas and contract + 5% VAT + 19.8% for electricity.

    I've also read that "although it doesn't matter as the bills will be correct" my usage cost that are showing back on my OVO account are based on standing charge + "incorrect" unit charge (and I haven't found a forum result on that one).

    Will the bill be correct? Can the smart meter tariff be corrected?
    A
    Anonymous
    December 7, 2017

    Just had smart meter installed 2 hours ago. The engineer said tariff will be updated automatically from default within next 20 minutes, this hasn't happened. Was she being optimistic?

     


    Hey @manicbikeman

    Just a heads up - I've edited your topic so other users can find it easily if looking for the same answer.

    If the tariff still hasn't updated on the IHD, send us a message via Facebook, Twitter or webchat via the Help Centre, so we can check.

    If it has updated since posting this topic, please can you let us know how long it took or if you had to do anything?

    Thanks,
    Emma

     

    D
    Newcomer
    dan_brown
    Newcomer
    December 7, 2017
    Hi, I had a new gas and electric smart meter installed a few days ago and the IHD is displaying a different tariff (and energy rates per kWh) to the one I'm on. This is leading to inaccurate information about the cost per day for each fuel. Please help.

    Kind Regards,
    Dan
    A
    Anonymous
    December 12, 2017
    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
    G
    Newcomer
    Gary04
    Newcomer
    December 12, 2017
    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?
    A
    Newcomer
    anthb72
    Newcomer
    December 12, 2017
    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
    A
    Anonymous
    December 12, 2017
    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 😃
    sam_cat
    Newcomer
    sam_cat
    Newcomer
    December 14, 2017
    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
    Show more replies
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