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Wigwam66
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March 29, 2020
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Why is my Smart meter In Home Display (IHD) not showing any electricity usage data?

  • March 29, 2020
  • 222 replies
  • 29017 views

Okay, here goes... Smart meters installed in June 2019, except they weren't commissioned until January 2020. Since then my meter readings are being sent hourly to OVO and my usage is visible online after 24 hours, but my IHD is only showing gas usage. I've asked the email team , about showing electricity usage on the IHD and after 16 days advised that they'd requested my IHD's firmware to be refreshed and I should wait 48 hours and turn my IHD off and on. I've tried this but after 3 days nothing has changed and I'm looking to try and resolve this before the anniversary of the installation (although maybe I'll get a prize for the longest smart meter installation?) Can anyone suggest a solution?

Many thanks

 

Best answer by Nancy_OVO

Updated on 30/10/25 by Ben_OVO

 

Sorry to hear about your Smart meter journey - certainly not the smooth transition to smart that we aim for.

 

If you’re not seeing the information for both your gas and electricity usage on your In Home Display (IHD) this could indicate a communication issue either between the IHD and the meters or between your smart meter and OVO. If you think your smart meter may not be communicating with us, please check out the helpful guide below:

 

 

SMETS1 Secure Smart Meter Health Check

SMETS2 Smart Meter Health Check

 

If you believe there’s issues with your smart meters or IHD please contact our Support Team. If the smart meters need relacing we can book this in free of charge. If the smart meters are working, but the IHD is faulty, we can try and repair the IHD remotely. If that doesn’t work we can post you a new one, free of charge.

 

Here’s some things which can cause communication issues between your IHD and your Smart Meter:

  • Distance: make sure your In Home Display is near your electricity meter - ideally within 6 metres. If it’s not connected or isn't showing usage data, move it closer!
  • Obstructions: Is there anything that could be blocking the signal between the IHD and the meters? (eg an exterior wall)
  • Firmware: there might be a firmware issue with the IHD or smart meter, that’s causing connectivity issues (sometimes a device reboot can help with this - we’d recommend unplugging the device and allowing the IHD to run down it’s battery before restarting)

 

For more help see our Chameleon IHD trouble-shooting guide:

 

 

Hope you get these initial teething problems resolved quickly so you can start enjoying the benefits of your new Smart meters.

 

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

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

 

222 replies

Show previous replies
A
Newcomer
adam carvell
Newcomer
January 21, 2022

Ok I’ll try the ihd near but it’s only  about 2 meter away now.

    A
    Newcomer
    adam carvell
    Newcomer
    January 21, 2022

    Hi I have placed the ihd on top of the smart meter cannot get any closer turned it off back on only gas showing.

    K
    Newcomer
    Keith.A
    Newcomer
    January 21, 2022

    “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!”

     

    This is TOSH!

    Typical of some one who is reading what the computer in front of them is telling to say.

    If your in home display is showing gas readings, then its NOT a communication problem. The Gas meter talks to the same hub as the electricity meter does. If the IHD can show gas meter readings then it is talking to the hub OK.

     

    IS THERE ANY ENGINEERS OUT THERE!!!!

     

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      January 21, 2022

      This forum is primarily volunteer led and supported, with a few OVO staff helping out with moderation and housekeeping. Please be patient as we’re not like a 24/7 helpline. I am one of those volunteers.

      There are also engineers on this forum who know a lot about this stuff, but I’m not able to summon them at will without a good reason.

      Before you reply again, may I please remind you of the House Rules which apply here. Maybe come back a bit later, once you've cooled down a bit? We can talk then. :)

      Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
        A
        Newcomer
        adam carvell
        Newcomer
        January 21, 2022

        Nope it’s not changed still only gas displays 

        the green lights flash though the middle one mesh? Is dimmer.

          A
          Newcomer
          adam carvell
          Newcomer
          January 23, 2022

          Well it’s been 48 hours the ihd sat on top of the meter it was turned off for an hour then back on still no electric use displaying?.

            Jess_OVO
            OVO Staff
            Jess_OVO
            OVO Staff
            January 24, 2022

            As our community volunteer, @Blastoise186  has mentioned, this forum is the ideal place for OVO members to share knowledge and general advice.

             

            Technical issues with In-Home Displays is an issue we see here mentioned quite a bit so we have put together this guide which might help to get things sorted:

             

             

            Unfortunately if you’ve followed the advice given there and this issues still not resolved, we’re fairly limited in terms of taking further action. We’d therefore recommend any ongoing issues with your device are raised directly to our Support Team, who can investigate things on an account-specific level.

             

            Sorry we can’t be more help here - Hoping the team can get to the bottom of things for you.
             

            Powered by Re-knowable Energy!
            A
            Newcomer
            adam carvell
            Newcomer
            January 26, 2022

            Well the ovo team sent a signal yesterday it’s been over 24 hours and it’s still not showing any electric usage been turned on and off when turn back on it says gas meter has been initialised what ever that means.

              Jess_OVO
              OVO Staff
              Jess_OVO
              OVO Staff
              January 27, 2022

              Sounds like the Support Team have already taken some steps to try and get the signal back remotely, @adam carvell.

               

              If your device is still not showing you all the usage data you’d expect following the re-boot, we’d recommend re-contacting the team to report this.

               

              Hope you’re managing to use the ‘Usage’ pages of your online account or OVO app (download for Android or iOS) in the meantime. :slight_smile:

              Powered by Re-knowable Energy!
              A
              Newcomer
              adam carvell
              Newcomer
              January 28, 2022

              Contact them again yesterday they unpaired the ihd. Now it just displays the gas with no usage the electric is still missing how long before it pairs again? I’ve turned it on and off but no different.

                Show more replies
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