Why is my Smart meter In Home Display (IHD) not showing any electricity usage data?

Hi there,

I have been reading through the forums on smart meters to see if anyone else has a similar issue and to see what the guidance/advice is. I have looked at the various Smart meter tutorials and health checks too.

Here goes….

There are 2 issues….

1st being Electric is not showing on my IHD - disappeared about 3 weeks ago.

• I have the IHD6-CAD-PPMID - also known as the IHD6 smart meter 
• All lights on the comms hub (minus the MESH) are flashing every 5 seconds.
• The Han and signal bar is showing on the meter therefore indicating its commissioned.
• The meter is “clocking usage”.
• Serial number of the meter is correct as per the OVO app
• I know I can go into the app to see what my usage is but why have a smart meter plugged in and using electricity if its not showing what it should?

Questions

1. Why is my electricity not showing?
2. How can this be resolved quickly?

2nd issue being having to send manual meter readings to OVO for Gas.

So, the gas is showing on the IHD6 but have to send OVO a manual meter reading every month and this has been the story right from the beginning when the smart meter was fitted - not sure its showing correctly either as days when usage is higher its showing less and vice versa.

• Serial number of the meter is correct as per the OVO app
• Contacted OVO after the smart meter was fitted to let them know and they said they would send an engineer out giving 1 month as a timescale but they never did

Questions

1. Why am I still having to provide manual meter readings?
2. How can this be resolved quickly?

I have attached photos of the meters and the IHD6 below too.

Thanking you in advance.

Hey there @au175 !

You probably already discovered one of my guides, but the name’s Blastoise186 and I’m one of the forum volunteers who totally destroys the foru… ahem I mean… Helps out here. And definitely doesn’t tear the place apart! Yeah, totally doesn’t do that… Or do I…?

My first thoughts are that this could be an easy fix, or it could be horrible. But I don’t see a reason to jump straight to a Meter Exchange at all, at least not without trying the remote fixes first.

For the gas meter, I’d suggest asking the Support Team to reconfigure the Read Schedule again - it’s quite likely there isn’t one set up on the gas meter right now and this could be preventing the readings from coming in. I notice there’s also a message on your gas meter right now. Please could you use the menus to view that message and tell me what it says? It may help with diagnostics.

As for the electric meter? I’m kinda tempted to suggest asking for that meter to be re-commissioned as it might fix the issue. There are also other remote fixes that can be used which target both the electric meter and your In-Home Display. There’s a high chance that at least one of them will get the show back on the road for you. One of the other possible fixes is to have the Comms Hub rebooted but that takes a while because only DCC can do that.

A meter exchange is only a last resort and shouldn’t be the default fix.

Hope this helps!

Hi @Blastoise186 

Thank you for your prompt reply 👍🏽
I will check that message tomorrow and report back before progressing further.

Is it simple to read the message? Just don’t want to press something that I shouldn’t and end up creating another problem 🫣

You can't break it easily!

Sorry to hear that you’re having some issue with your IHD and gas smart meter communications, @au175.

Just to check, have you noticed any issues with your electricity readings when logging in to your online account or OVO app (download for Android or iOS)?

If there’s readings being received here, I suspect it might be more a Home-Area Network (HAN) issue. Worth checking out the advice in the guide below.

In relation to your gas meter, you mention raising this to the Support Team already. Have they recommended you carry out a smart meter health check?

Electricity readings appear on my app, . Gas readings do not appear on the app. It just says sorry this usage data is currently not available. Every month I have to send gas readings to Ovo, it’s been like that since day 1 over 12 months ago. 
 

strange thing is that gas readings appear on the smart meter and electricity readings don’t. I’ve tried moving the smart meter to within 1 metre of the meter and still no luck. 

In that case it sounds like there could be a connection issue between your gas meter and the comms hub (which is attached to your electricity meter), @au175.

Are the meters far apart? This and other checks form part of the smart meter health check, which we’d recommend carrying out and contacting our Support Team with the results.

They’ll be able to advise on any possible solutions to get that gas meter in communication. They may be able to carry out some remote process to get your electricity usage data showing on your IHD again too.

Let us know if you need any further help getting things sorted.

I had smart meters installed for dual fuel today. The IHD6 isn’t receiving anything from my smart meters at all. It’s not registering the meters or any usage data etc nothing not even showing my supplier everything is a blank entry apart from the date and time. It’s connected to my wifi and the WAN/HAN connection shows as stable. 
Also the engineer said it would take a couple of hours to charge but I’ve since found it has to be permanently plugged in, there’s no battery symbol and it just turns off if unplugged. It doesn’t hold any charge. I tried contacting Ovo today but didn’t have any joy before they closed and the social media team were looking into it then stopped responding so have no idea what the issue is. Tried Loop and it’s managed to connect to my gas smart meter but not the electric one. 
Hoping someone here might have a suggestion that could help me figure out how to resolve it. 
Thanks 

Not my specialist subject by any means (!) but I’m fairly sure the in home display will have to be permanently plugged in as the battery is only good enough for short periods without mains power. Once plugged in leave it as long as you can stand and it’ll sort itself out… If nothing happens on it come back here as @Blastoise186 knows just about everything there is to know about smart meters… Haven’t found a question yet that he can’t answer.

Indeed. Normally I’d be happy to help out with this right now, but I’m afraid I’m not available tonight.

I never thought I’d say this, but I’m currently helping Western Power Distribution deal with an emergency, so I can’t offer my usual range of advice right now. Normal service will be resumed once that’s been cleaned up.

Thanks for understanding!