Background: My IHD (with smart meter) was installed by Ovo in August, 2024, so it’s still within the 12 month warranty period. I subsequently changed suppliers and am now with E-On Next (to take advantage of their SEG tariff.) After a recent power outage (Storm Bert) the IHD started malfunctioning. After two attempts by E-On to do a remote reset it’s still not working properly.
The only solution seems to be a replacement. E-On have told me the responsibility for replacement lies with the original installer, Ovo, and Ovo have told me it lies with my current provider, E-On. The government website (https://www.gov.uk/government/publications/smart-meter-in-home-display-voluntary-replacement-principles/smart-meter-in-home-display-voluntary-replacement-principles) unhelpfully only mentions “the supplier.”
Can anyone help with which company is responsible for providing a replacement in this situation? Thanks in advance for your help.
Hi
I can confirm the responsibility lies with your Current Supplier. If you had OVO do the original install but later switched away, OVO can no longer touch it.
In your case, you need to force E.On Next to play ball - if a replacement is required they are the ones who must do it as you’re still under warranty.
Thanks so much for the swift response Blastoise186!
Would you have a link to any legislation/regulations I could reference when I go back to E-On Next, given that they have already told me the guarantee lies with the original installer…?
Also, just found this on the Citizens Advice page (sorry, should have looked at this before my original post….)
Asking your supplier to fix or replace your IHD
If your supplier gave you the IHD less than a year ago, they have to help you with any problems. They can repair or replace it for free. If they won’t help you, complain to your energy supplier.
Confusing….
Not that I can recall unfortunately but the rules are clear - use the one you found already.
If that fails, use their complaints process to force them to listen or stop by their community forum and tell them I sent you - that may get someone’s attention. OVO is definitely telling the truth here though.
AH HA! Here we go!
Pages 447 and 462-465 should help - SLC 39 and SLC 40 are your friend.
Please note however, that if you supply your own IHD and/or get one from a DCC Other User such as ivie or Hildebrand, then you as the Customer are responsible for its maintenance instead. And it also goes without saying that IHDs purchased from unauthorised sources like eBay are completely excluded from these rules as they’re considered non-compliant.
Wow - fantastic! Many thanks!
Hehehe, no worries. I just happened to remember that IHDs were part of the Standard License Conditions these days - simply took me a while to find the right section. :)
We’re here if you need us for anything else!
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