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

Forum|Forum|6 years ago
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!

Show previous replies

juliamc

Rank 20

Is it switching it off and on again ?

P

Peakay

Newcomer

I’ve switched it off and on quickly, switched it off and left it off for a few hours, moved it next to the meters themselves, nothing changes. The gas is fine, but the electricity side continues to say “waiting for data”. The engineer who fitted it all said it was quite common for the electricity not to show immediately, give it a few hours. I’m thinking he said that to get out of the house.

Blastoise186

Super User

Is it switching it off and on again ?

Basically, yes.

I’ve switched it off and on quickly, switched it off and left it off for a few hours, moved it next to the meters themselves, nothing changes. The gas is fine, but the electricity side continues to say “waiting for data”. The engineer who fitted it all said it was quite common for the electricity not to show immediately, give it a few hours. I’m thinking he said that to get out of the house.

That usually means the electric meter isn’t responding properly. It’d require remote diagnostics to be sure though.

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!

P

Peakay

Newcomer

I had a reply from OVO support, saying they could talk me through it, I said that would be great, thank you. That was two days ago, still waiting.

D

dak120

Newcomer

Is it switching it off and on again ?

Basically, yes.

I’ve switched it off and on quickly, switched it off and left it off for a few hours, moved it next to the meters themselves, nothing changes. The gas is fine, but the electricity side continues to say “waiting for data”. The engineer who fitted it all said it was quite common for the electricity not to show immediately, give it a few hours. I’m thinking he said that to get out of the house.

That usually means the electric meter isn’t responding properly. It’d require remote diagnostics to be sure though.

I had a reply from OVO support, saying they could talk me through it, I said that would be great, thank you. That was two days ago, still waiting.

I have the same issue, and have had no response and that was two days ago. Electric is still showing ‘waiting for data’ and my meters are communicating with the network. I even put my IHD on top of my meter, still the same issue.

Blastoise186

Super User

Please show me photos of your meters and IHD.

I have good links with Chameleon, Geo and Hildebrand so I might be able to diagnose the issue myself. I can’t fix it, but it’ll get you somewhere at least!

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!

P

Peakay

Newcomer

Thank you. I had a message from OVO support at 11am, wanted to check my email address, “as my user name is different to my actual name, when I’d already given them my name, address and account number. I’m fast losing the will to live.

I don’t know if this will help as you can’t see much from the meter (electricity) gas is all fine, and to be honest, the gas meter has been put pretty much on the floor, so can’t get a photo of it.but thanks anyway.