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Why is my In Home Display (IHD) only displaying gas usage?

  • 13 December 2018
  • 66 replies
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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

 

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Best answer by Beth_OVO 14 December 2018, 12:58

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Userlevel 2

Updated 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.

 

Newly installed Smart meters?
 

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.

 

Checking the smart meter connection (WAN) via your Online account or OVO App

 

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:

 

Exact wording may vary

 

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!

 

DIY steps to help with issues with your Home-Area Network (HAN)

 

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!

 

Contacting our Support Team

 

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:

 

  1. Does the device show a correct time and date?

  2. Is the WiFi symbol solid/flashing/not there?

  3. Could you confirm the Device ID? (Long ID number on the bottom of device)

  4. How far away from your electricity meter do you store your IHD? Are there any walls in between that could be blocking the signal?

  5. What is the issue with your IHD? E.g. not showing electricity/gas usage, displays incorrect tariff, device is rebooting itself?

  6. Please confirm if your device is an IHD3 (black all over) or IHD6 (black on the front and white on the back)

  7. 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. 

 

Another way to check your usage

 

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:
 

 

 

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

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

 

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 show a price just little lines where the figure should be, the same for when you press to display both prices combined, yet it does show a kw figure for the gas. Is there something wrong ?
Userlevel 7

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@aza23 , like the IHD being too far from the new gas meter, or the gas meter not linked up with us yet.

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.

 

The smart meter is giving me data for gas, but I get a message stating Elec data unavailable?
Userlevel 7
The smart meter is giving me data for gas, but I get a message stating Elec data unavailable?

Have a read of this topic @Debsnape - sounds like the issue Beth advised on in the 'best answer'...
Had Smart meter fitted.
Gas reading is live but no Electricity.
Any advice?
Regards Mike
Userlevel 7
Badge +3
Hi @Piper Mike

I think we'll need a bit more info than that. When were your Smart Meters installed?

Where are you looking to state that the Electricity isn't "live"?

Have a look at the details I've written here on this other Topic about the process of Smart Meter Installations and the timescales involved.
Hi
It was fitted yesterday.
The ihd only registering gas.
No indication of electricity.
Cannot switch to dual fuel reading or electricity reading.
Just wanted to know if this is normal at this stage?
Btw link goes nowhere.
Regards Mike
Userlevel 7
Badge +3
Ah... well that's quite normal then, @Piper Mike ! You have nothing to worry about.

Sorry I screwed up the hyperlink. The SMETS2 Topic is here.

My Smart Meters were installed on 11th March. It took three further days to have the IHD operating, and I still can't view both fuels. There's several weeks delay before your tariff data gets uploaded to the meters by OVO. Until then, the usage stats on your IHD won't be giving you accurate information.

Could you please complete your Forum Profile? This helps others to respond to questions more accurately because we can see the sort of tariff you're on and which geographical area you're in.. Thanks.
Many thanks.
Just curious.
Regards
Had my smart meters fitted today. The bloke said that the gas should show on my ihd after 2 hours. He left here at around 11.30 and it's still not showing?
Userlevel 5
Hi @Hayley w,

Sorry for the delayed response on this. Has the gas usage appeared on your IHD yet?

Thanks
Userlevel 4
@Hayley w - Have a read of the answers here if you're still not seeing your gas usage on your IHD.

Thanks,
Ed
Hi

I have had a smart meter fitted now for a few weeks. All was going well until on the IHD it no longer shows the electricity and it is no longer sending readings on the MyOVO account. I have looked at the instructions and don't seem to understand what to do. Looking at the meter I have green flashing lights for WAN & HAN e.t.c.

The gas has been unaffected.

Please help.
Userlevel 6
I've moved you post here, @jfretter91, you'll find the into you need above.

Cheers!
Userlevel 1
I have only had my Smart Meters for a couple of months and already the IHD is malfunctioning. I cannot see any current usage information for either gas or electricity and although the display is showing the gas symbol I'm not convinced it's actually doing anything. I can see historical information but again, I have no confidence this is accurate.
I have contacted OVO and was told that there is a fault which technicians are working on but that was several days ago. Since then there is less information on the display than there was previously and I have had no further contact from OVO.
And before anyone suggests it; yes, I have unplugged the unit and plugged it in again with no effect.
Userlevel 1
I have only had my Smart Meters for a couple of months and already the IHD is malfunctioning. I cannot see any current usage information for either gas or electricity and although the display is showing the gas symbol I'm not convinced it's actually doing anything. I can see historical information but again, I have no confidence this is accurate.
I have contacted OVO and was told that there is a fault which technicians are working on but that was several days ago. Since then there is less information on the display than there was previously and I have had no further contact from OVO.
And before anyone suggests it; yes, I have unplugged the unit and plugged it in again with no effect.


19/6/19: Smart meter now appears to be working normally again but I've had no response or explanation from OVO either on here or in response to phone call. Can I trust the meter? Who knows.... Not impressed.
Userlevel 5

I'm so sorry your query was missed, @DK1083, but it's good to hear the IHD has now been updated.

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.

Userlevel 1
Not too sure what you want me to message you about. The IHD is working again now.
Userlevel 7
Badge +3
Hi @DK1083. Although you haven't yet filled out your Forum Profile to say where you live, I'm assuming you are in the South or Central regions of England, or Wales. If that's correct, then I'm also going to assume that the meters recently installed are of the SMETS2 variety.

There's more recent information about the IHD giving erroneous information over here on another Topic about SMETS2 Installations.

The link takes you to a message which I posted yesterday. Make sure you read the reply from @Darran_OVO lower down because this explains why he needed to edit my original post.

Post here again if you want further information about your IHD, or on the other Topic if you need clarification about the overall Smart Meter installation. That will help others who come across your messages in future.
As title really. There is no flame symbol showing on the IHD. I had the meters fitted then we had a power cut the next day. Since then no gas usage is displayed. Thanks Steve
The led gas indicator on the electricity meter flashes fast about every half a second
Userlevel 6

Welcome to the forum @SteveP68, I've moved your post here please see the answer below for further help.

Thanks!
 

Hey @MickG

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

Userlevel 7
Badge +3
Hi @SteveP68. Let me first assume that we're discussing a SMETS2 meter installation, and that you're looking at the row of five LED indicators on the Communications Hub, which is fitted on top of the electricity meter.

There are three different flash rates for these LEDs. Please compare with the animated graphic I've placed here on another Topic.

That same Topic also has information about the IHD which may be useful.

It would help if you completed your Forum Profile. Respondents here are ordinary members of the public. We don't have access to the contract details held by OVO. Thanks.
Hi Transparent. Thanks for the reply. The Gas led flashes with high frequency. The rest all flash once occasionally.
Steve

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