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

Hi I have outdoor gas and electric and an indoor replacement smartmeter and outdoor metershave been checked . but the indoor smart meter is only displaying gas so I gave ovo a ring and was told weeks ago to wait till 2nd dec and still gas is still not displaying and ring back after that date so today I did and was told to stroll it I did and nothing was told to ring back again later and they will send someone out to test it. everything else ok bills are the same after leaving sse.

Hey @Roz !

Can you post photos of everything for me please? I might be able to help with diagnostics, but I need to identify what you’ve got first.

Thanks!

Hi 

We have today had a new smart meter installed as the previous one worked intermittently,

and  ? was not compatible with our new solar installation.  The engineer left before the inhouse monitor was plugged in. The in the house monitor is monitoring the gas but not the electric, there isnt even the Z to show we have electric.

The Smart Meter is a Aclara SGM 1411-B with a SKu1 Cellular top bit. We have recently had a solar installation which was unable to give accurate information as it said the meter was incompatible with the installation. (prior to todays new installation) The solar  installation has a battery where we download cheaper electric at night and use it during the day at peak times. We are on a tariff which has a day rate and an economy 7 night rate. any help would be greatly appreciated.

Hi @Gill31 ,

If you’ve just had the meter swapped, it may take a while to recommission before data starts showing. Give it a few weeks and let us know here if you’re still struggling.

And in the meantime, @Roz, we have some resources for you to confirm and what the issue is:

Since my Aclara Smart Meter was replaced another Aclara meter on 14.11.22 by the OVO engineer my smart display unit has not been showing readings off the meter. The engineer who replaced the meter did not give me a new Smart Display Unit and said the Home Unit would still pick up the readings off the smart meter. I am to unable to Top Up function on the Home Smart Unit as no readings are coming off the main meter. I will post photos of the issues concerning Home Display Unit. I hope that I receive any assistance and guidance on this matter.

Hi @Lodestar and thanks for flagging this. 

If you’re a prepayment customer, it’s likely that you’re with either Boost Power. OVO only have a very small number of prepayment customers although this will change as we head into 2023. 

Either way, the supplier’s Support team will be able to help in ‘pairing’ the In Home Display to your new meters. If you are with OVO, you can request this via web chat. Otherwise use those links in my top paragraph. 

Why isn’t the technology behind all this so useless, I’ve heard of so many people having problems. My son’s IHD stopped working, nothing worked, until he had a power cut, then , lo and behold, it all kicked in. Crazy.

Sometimes a power cycle of the Comms Hub fixes a ton of issues. The tech is more useful than you think, especially when it is used correctly.

I’m very ignorant, I’ve no idea what a power cycle of the Comms Hub is. I think the majority of ordinary users would also have no idea. 
What should I be doing that I’m not, that would make it work?