IHD was working perfectly after recent installation but the gas display has just become a series of dots on the cost option. However, the KWH’s used displays fine on day/week/month options. How can I get the cost option working again?

Updated on 18/07/24 by Abby_OVOI have had new meters fitted in February because my lastprovider said they were out of date.after waiting for them to get my hd working then being told my hd was not compatible I told them were they can stick it!!!!My Hd is still not working (PLEASE NOTE)I have done all the suggestions on here an other sites but no joySorry to hear of the issues you’ve been having accessing your smart meter usage data,@todick.Just to double-check, were the new smart meters installed by OVO? If so you should’ve been offered a compatible In-Home Display (IHD) to accompany the new meters, as it sounds likeyour existing IHD isn’t SMETS 2 compatible. If you haven’t already, it would be worth reaching out to our Support Team to request a new compatible device - the easiest way to get in touch is via our webchat which you can access here.As our community volunteer,@Blastoise186has already mentioned anotherway to check this usage data, providing the meters are in communication with us, would be via the ‘usage’ pages of your online account or OVO app (download for Android or iOS) - There’s more info on this great guide:Worth mentioning here that other smart meter usage data apps (such as SmartThings)are unsupported by OVO.This doesn’t prevent you downloading and accessing your usage data here yourself, however you should be aware that you’re entering into an agreement with a third party app to grant them access to your usage data. As such we’renot able to help with any technical issues you experience when using these type of third-party apps.

Smart meter In-Home Display (IHD) has stopped showing cost of gas used but will show amount in KWH. How can I fix it?

Still working and no more reboots. I guess the commissioning process on my gas meter took a little longer than the 6 weeks.

Happy to say that the IHD, web site and OVO app are all working perfectly now

Nice! I had a feeling it was just being a little slow.

The good news for you, is that commissioning is a one-time process, so you’re now good to go until the meters need replacing again - but that won’t be for at least another 10 years as long as no faults come up in the meantime. The service life of most meters is around 10-15 years on average, and the gas meter has a 15 year battery. You shouldn’t have this problem again for a loooooooong time. XD

If I was to make a guess, part of the delay might have just been that the meters were downloading firmware updates. Electric meters can grab them, install the update and restart pretty quickly, but gas meters take a lot longer. Obviously, this doesn’t interrupt your supply at all. It just has to complete for the first time before the meters can start to submit properly.

Morning All,

Just had a new Smart Meter installed this morning and the IHD is not showing the gas reading. It was only installed because the gas smart meter was not communicating with OVO. The installer said it would take 30 mins to register but that was well over two hours ago. Does anyone have similar experiences? To be honest, I don’t really care as long as OVO can see the reading. Does anyone know how long it takes for the reader and OVO to start talking to each other?

Thanks so much!

Michael

Hiya!

@Michael1696 Please post photos of the meters and IHD so we can figure out what you’ve got. This helps us to adapt our advice to be more accurate.

Thanks!

These are the new IHD and new gas meter.

Ok, it’s probably still commissioning. Try https://smart-meter-help.ovoenergy.com just to be safe though - but please wait five days first.

Thanks Blastoise. How long does commissioning usually take?

For gas meters, the initial setup can take a bit longer because of the 30 minute heartbeats. I’d expect to see something out of it within a few days.

Hi @Michael1696

You may already know this

For gas keep an eye out for this page for 30min readings

https://account.ovoenergy.com/usage?fuel=gas&datePeriod=daily&unit=kwh

And this page for daily readings with the word smart next to them.

https://account.ovoenergy.com/meter-readings/history/gas

It won't be immediate. It varies a lot between customers just how quick/slow it is.

Hello all. The IHD never started showing a gas display and is now completely unresponsive for over 12 hours. Can you please advise who to contact. It hasn’t worked properly since the start.

This is normal during commissioning.

Try rebooting the IHD.

So it should take a week to commission? There was no on/off switch so I unplugged the device and it now has 0:00 as the time.

I also tried to log in here…

https://smart-meter-help.ovoenergy.com/

And it would not recognise my account details.

Six weeks actually.

The alternative route is to call the Support Team in the morning.

Is there a number for tech support team or will I call straight to customer support?

0330 303 5063 is the main line, or https://ovoenergy.com/help .

However, a lot of this feels like it’s still just settling in and won’t be ready to start fully communicating right now.

I defer to your knowledge but seems a bit rubbish for something to take 6 weeks to work properly.

Would you know why it doesn’t recognise my account when I try to log in?

That tool requires your account number and postcode - not the details for MyOVO.

I don’t have access to internal systems I’m afraid.

No I know, I am giving both of those. Oh well. I shall give it 5 weeks and see what happens.

Hey @Michael1696,

Pop back to this topic if you’re still having issues after the 6 week timeframe has elapsed.

If the meter isn’t communicating you’ll need to complete a smart meter health check:

I have a IHD7-CAD-PPMID (IHD7) with Temperature Sensor smart meter. It has worked absolutely fine until a week ago when it stopped showing gas reading. I contacted OVO who said they sent an update and should work in 48 hours but still isn't. I have tried switching it off and on, moving it closer to gas meter although there is a wall as meter is outside, tried pairing, connecting it to my WiFi for better signal. What else can i do?

Hi @Beccac28 , the only other suggestion I can offer is, when you switch it off, leave it like that for about 2 minutes. If there are batteries in, take those out while it’s off too.
Sometimes these devices get into a loop and the system needs clearing.
It will help if it’s near the meter when you switch back on

I have a IHD7-CAD-PPMID (IHD7) with Temperature Sensor smart meter. It has worked absolutely fine until a week ago when it stopped showing gas reading. I contacted OVO who said they sent an update and should work in 48 hours but still isn't. I have tried switching it off and on, moving it closer to gas meter although there is a wall as meter is outside, tried pairing, connecting it to my WiFi for better signal. What else can i do?

Hi @Beccac28

Your meters may be in the same place. How far away from each other are they?

If not close you need to put the IHD close to the electricity meter not the gas meter as the communication hub is with the electricity meter to connect to your IHD.

It doesn't help connecting to WiFi.

Can you see your gas readings on this page?

https://account.ovoenergy.com/meter-readings/history/gas

And your 30min gas consumption on this page

https://account.ovoenergy.com/usage?fuel=gas&datePeriod=daily&unit=kwh

This will help understand if the issue is just with your IHD or whether it is a bigger issue.

It would probably be worth having a quick look at the actual gas meter to check it isn't dead.

And as another check you could see if any of the 3rd party apps can see your gas, for example

https://hugoenergyapp.co.uk/

How long have you had the meter?

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