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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
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Newcomer
dbn400
Newcomer
December 12, 2018
Could someone advise me? I have moved into a new flat and taken over the OVO account. Currently my smart meter is displaying a different standing charge and different rate for gas and electricity to my account online?

Also, what budget should I set on my smart meter?

Thank you
Nancy_OVO
Retired Moderator
Nancy_OVO
Retired Moderator
December 13, 2018
Hey @dbn400 - I've just moved your post over here. Check out Tim's best answer underneath the original question about this.

Hope this helps!
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Newcomer
RobOwen
Newcomer
December 28, 2018
I am a returning customer to Ovo with their own commissioned smart meters. My In Home Display has now reactivated but the tariff showing is 16.540p for electricity and 3.650p for gas.

My "Welcome to Ovo" email listed my rates as 15.14p & 3,63p respectively.

I wondered why there was a difference in the rates and what will my bills be based upon?
Rob
Nancy_OVO
Retired Moderator
Nancy_OVO
Retired Moderator
December 31, 2018
Hey @RobOwen - I've moved your topic over here where you should be able to find the info you need.
Your guiding light(bulb)
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Newcomer
RobOwen
Newcomer
December 31, 2018
I am a returning customer to Ovo with their own commissioned smart meters. My In Home Display has now reactivated but the tariff showing is 16.540p for electricity and 3.650p for gas.

My "Welcome to Ovo" email listed my rates as 15.14p & 3,63p respectively.

I wondered why there was a difference in the rates and what will my bills be based upon?

In the end I emailed Ovo and had a response - because I am still in the early stages after my transfer, my IHD would update once the whole switch process was complete, my changeover meter readings validated, etc. It could take anything up to 6 weeks, but all bills would be based on my notified rates, not those shown on the IHD.
Rob
    S
    Newcomer
    Sallyr80
    Newcomer
    March 27, 2019
    I recently had smart metres installed and when looking at the IHD realised that the tariff it showed did not correspond with the tariff on my profile or statements. Emailed OVO who told me my query had been passed to the billing department to investigate and I received an email on 21 March asking me to do some tests on the IHD as it appears to be damaged, I did this and sent the results back as requested but have heard nothing since. Then I realised that my online OVO account still asked for metre readings and when I tried to read the metres I realised that the gas one is not showing any reading. Again I emailed OVO on 21 March but have heard nothing back except the general holding email. My readings were due last week and it looks like OVO were able to take the electricity reading but I have no idea what is happening with regards to the gas and I haven't received a statement yet. What is going on?
    Tim_OVO
    OVO Staff
    Tim_OVO
    OVO Forum Legend
    March 28, 2019

    Not a great experience that, @Sallyr80

    If the tariff on the smart meters/IHD is wrong, it should be easy to change. Have a look at the 'best answer' (at the top) for more info on this issue and possible causes.

    Drop us an massage on webchat to chase up this issue, if you've already raised it and want an update: Help Centre

    Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
    S
    Newcomer
    Sallyr80
    Newcomer
    March 28, 2019
    Tim

    It's not just the fact that the IHD isn't working properly it's the fact that the gas smart metre has nothing on the screen and I don't think it's talking to you either. I've brought this to your attention but no response has been received. Not great and although I've been an OVO customer for some time I'm definitely thinking of moving my account asap.
    Nancy_OVO
    Retired Moderator
    Nancy_OVO
    Retired Moderator
    April 9, 2019
    the gas smart metre has nothing on the screen and I don't think it's talking to you either.

    Hi @Sallyr80,

    You'd need to press a button on the gas smart meter keypad in order to "wake up" the display.That said, if there is a fault with the meter, we can look into some troubleshooting questions with your to diagnose what the issue is. Drop us a message on Facebook and we can look into this further: m.me/ovoenergy.

    Thanks
    Your guiding light(bulb)
    S
    Newcomer
    Sallyr80
    Newcomer
    April 9, 2019
    Hi Nancy

    My gas metre doesn't have a key pad, I was told that it's a new model by the guy that fitted it. Also I don't belong to Facebook and have no intention of joining.

    I have received an email from Craig, one of your colleagues, to tell me that the issue with the IHD is information from your side that needs updating but that was over a week ago and I've heard nothing since!! So I'm still none the wiser.My gas metres still doesn't show a reading and it's taken nearly a fortnight for a response about that.

    I continue to be unimpressed.

    Regards
    Show more replies
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