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

Thank you. Im going to call Ovo tomorrow and see what they say anyway as neither smart meter is showing on the IHD so hopefully they can get to bottom of what’s going wrong. I didn’t realise it needed to be plugged in 24/7, the guide mentioned a battery symbol and showed a picture of it charging which mine just doesn’t have at all but maybe it’s just me being picky! 
Hopefully Ovo can figure it out tomorrow ☺️

Sorry for the wait! That incident is now dealt with (thankfully).

I don’t think you’ve got an IHD6, possibly more likely the IHD7. Could you show me photos of the bottom of the IHD please?

It also takes up to six weeks for everything to fully set up. It won’t be stable during this time, so please hang in there!

Oh and if you don’t mind, try running both meters through https://smartmetercheck.citizensadvice.org.uk/ and tell us the result please?

Hi, 

Gosh it sounds like a long night, I hope you managed to get some sleep!
 

You’re right it’s a 7 not a 6. 
The gas is now showing on the IHD but still no electric. The citizens advice link doesn’t recognise either meter as a smart meter unfortunately. I’ve not had any joy getting hold of Ovo either to be honest. I was cut off at 6 when the lines closed and social media failed to respond and I already have open complaints from many weeks ago that haven’t even been acknowledged much less answered. The chat doesn’t work either so it’s a case of put up and shut up it seems 😭 

I’ll wait it out 6 weeks and see what happens, fingers crossed it shows by then! Halfway there now at least. 

Ah yes I see.

I know for a fact that the ivie Bud is based on the Chameleon IHD7 and that doesn’t have a battery in it. Maybe the IHD7 doesn’t either? I might try to ping one of my contacts at Chameleon Technology and see if they’re able to advise.

What you’re seeing in CAB Smart Meter Check is what I’d expect at this early stage. It should update soon!

As for that incident? Nah, pretty easy for me! WPD mainly needed some advice about when that incident might get resolved (which it thankfully now is!) and asked me to convey some messages. I’m just known to be pretty helpful to anyone who needs it.

I’ve had a very nice phone call today with the duty manager from Western Power Distribution who was on duty at the time, and was in fact the same user who came to the forum for help over the weekend. Let’s just say he was being very resourceful and was trying every possible route to get hold of “someone” who might know what was going on. :)

Unfortunately however, I can’t reveal his details publicly (his role isn’t usually customer facing) and the contents of the call are confidential. I have permission to discuss the outcomes of the call with OVO but no-one else. All I can say is that it was very productive and could result in some very beneficial things happening.

Normally I have no problem with my meter readings. Very occasionally I have had to give a gas reading. 

Unfortunately, when I got up this morning and checked the app, OVO had not taken readings for either gas or electricity. Thankfully, I was able to send them without any difficulty. Therefore, it might be an idea for those of you with smart meters to just check that readings have been taken,.

For months, I have only had my smart meter showing gas. This has been happening whiilst with SSE and still after being moved to OVO.

Gas works fine - no issues - available in the IHD and my gas bills are not estimated - and are calculated with actual usage,

For electricicty - i have no display at all for electricity within my IHD and OVO are using estimations. The electricty meter itself is working and I have read the technical manaual and can see that it is connected to the HAN - should should be reporting both to my IHD and to OVO.

As part of the diagnostic process, I downloaded the app “Bright” which connects directly to the DCC - where the data is send from my SMETS2 device, but this only shows my gas meter.

Therefore, does this point to an issue where my electricity meter is not registered in someway with the DCC and thats why im getting no IHD display and estimated bills? And if so, can I fix this myself or is it needed for OVO to “register” this in some way?

Are there further diagnostic steps I can take? Ive previously had an engineer out from SSE before the move and confrimed everything fine at the property and an issue elsewhere but havent managed to get it working

Thanks!

Hi @Rosie16 ,

Can you post some photos please? I have some idea of the issue, but I could do with running through a few things to make sure.

Thanks!

Hey @rjsimmonds,

Sorry for the issues you’re having!

If your meters are still not communicating I'd advise completing a smart meter health check:

This will help our team diagnose the issue. It might also be worth changing your reading schedule to half hourly if they aren’t already, this will mean we are more likely to get readings each day even if the signal is intermittent. 

Hope this helps. 

Hi @Rosie16 and thanks for posting this. 

It sounds like it’s the In Home Display (IHD) that isn’t showing your electricity smart meter info. As Blastoise mentioned, getting pictures will help us know what model of meter and IHD you have. In the meantime, these might be the guides we link you to so are worth a look:

Hi @Blastoise186 

Not 100% sure what youre looking for pictures of but here are the screenshots from the Bright app showing only gas

Thanks