My Chameleon In Home Display (IHD) is only displaying my gas usage and not electricity. Signal is good and everything else is working ok but electricity usage is not showing. Any ideas please
Best answer by Beth_OVO
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My Chameleon In Home Display (IHD) is only displaying my gas usage and not electricity. Signal is good and everything else is working ok but electricity usage is not showing. Any ideas please
Best answer by Beth_OVO
View originalUpdated on 21/02/22 by Jess_OVO
Sorry to hear your In-Home Display (IHD) isn’t showing your important usage information for both your gas and electricity.
Eager to get tracking your smart meter usage data straight away? We hear ya! Whilst most devices are up and running from the date your new meters are installed, it’s not unusual for them to lose some data or experience a few teething-issues as we carry out some behind-the-scenes initialising process (read more about these on this great user-guide). We’d recommend keeping the device plugged in close to your electricity meter if you notice any issues during the first 6 weeks following a smart meter installation - hopefully things should start working as expected once the smart meters are fully up and running but if not, read on to check our next trouble-shooting steps.
Been over 6 weeks since the smart meters we’re installed and you’re still noticing issues with your Chameleon device ? - It’s time to start doing some investigating! First place to check is your online account or OVO app (download for Android or iOS). If we’ve lost connection to your smart meters for over 5 days you may see this message on your home-screen:
In this case the best next steps would be to carry out a smart meter health check for your meter type below and forward the results on to our Support Team:
Once any communication issues with your meters are resolved, we’ll be able to get your IHD connected and showing your usage data again too!
Checked your online account and no ongoing smart meter communication issues to see? In this case it’s more likely to be an issue with the connection between the device itself and the smart meters (also known as the HAN). The In-Home Display connects to your smart meters via the communications hub attached to your electricity meter, so it sometimes helps to move your IHD closer to your electricity meter to help it re-gain connection. It’s best to leave the IHD in this new spot and try re-booting the device after 24 hours (a classic turning off and on again move), sometimes this simple step will do the trick!
Can’t get things back on track with the above steps? Not to worry - our Support Team can help get the issue escalated to our Smart metering team for further investigations.
Before you get in touch it’s best to complete the following IHD health check so we can make sure we’ve got all the information we need to carrying out some remote processes to get the IHD re-connected:
Does the device show a correct time and date?
Is the WiFi symbol solid/flashing/not there?
Could you confirm the Device ID? (Long ID number on the bottom of device)
How far away from your electricity meter do you store your IHD? Are there any walls in between that could be blocking the signal?
What is the issue with your IHD? E.g. not showing electricity/gas usage, displays incorrect tariff, device is rebooting itself?
Please confirm if your device is an IHD3 (black all over) or IHD6 (black on the front and white on the back)
If your IHD is showing incorrect rates: what rates does your IHD currently show? Are the rates shown on the IHD higher or lower than your actual rates?
Your responses to these questions can be forwarded to our Support Team (we’d recommend via live chat which you can access at the bottom of this page) who’ll let you know the next steps.
So long as we’re in communication with your smart meters themselves, don’t forget you can always keep an eye on your usage data by checking the ‘Usage’ pages of your online account, whilst we get the IHD issues sorted. Check out the great guide below for an introduction to the usage info you can see here:
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Had someone round this morning (9/1/19) to fit a new ovo smart meter, the electric seems to be displaying the price fine, but the gas dosnt
There could be a number of things that's causing this
Reach out to our Customer Care team for this to be checked, if it's still an issue of course!
- Send over a PM via Facebook.
- A DM via Twitter: @OVOEnergy
- Message us on webchat via the Help Centre.
I'm so sorry your query was missed,
Communication between us and the meters may be intermittent which is why your usage wasn't showing.
We'd be happy to look into this, we'll need to ask a few questions to determine what the problem is. Can you send us a message on Facebook with your name, DoB and account number? If you don't use social media, you can message the team on webchat via the Help Centre.
Welcome to the forum
Thanks!
Hey
It sounds like be a communication issue with the meter and the IHD, so it may also be worth checking with the Customer Service team on webchat via the Help Centre, or messaging the Facebook or Twitter team to see!
We may get you to carry out a quick survey; your answers will help us work out what’s causing the problem! Here are the questions you'll be asked:
On the electricity meter, can you confirm if the middle of the 3 red lights (labeled as WAN) near the top left of the meter is flashing or solid? In the bottom right hand corner of the gas smart meter screen, there is a HAN symbol. The symbol itself will either be; flashing or solid. Can you tell me which?
When you press 0 on the keypad of both meters, can you tell us if the meter display begins to cycle through various screens; starting with the date and time, or displays the phrase 'COMMISSION - YES OR NO'?
Thanks,
Beth
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