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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
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Newcomer
Peakay
Newcomer
December 16, 2022

Ah, probably because I gave an honest review of the OVO support. I’ll say no more, except that you’ve been more helpful.

P
Newcomer
Peakay
Newcomer
December 16, 2022

Hi, I’m sorry to be a pain, I don’t know how to contact the support team directly. Can you help, please?

Blastoise186
Super User
Blastoise186Super User
Super User
December 16, 2022

https://help.ovoenergy.com for Live Chat or 0330 303 5063

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
Newcomer
Peakay
Newcomer
December 16, 2022

Thank you again, I’ll try for the phone first on Monday. The live chat isn’t the greatest.

Tim_OVO
OVO Staff
Tim_OVO
OVO Forum Legend
December 19, 2022

Hope you get the In Home Display paired up again this week, @Peakay. Anything caught by our spam filter should now be released.

 

Top advice as usual from the one and only bug blaster, @Blastoise186 

Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
D
Newcomer
dak120
Newcomer
January 7, 2023

I am also getting the status 28-1 error with the Electricity.   Gas connects no problem and I can monitor as usual.   Any ideas on how we can pair without having to ring support. 

Spoke to OVO Support and they sent a new GEO IHD, now it won’t connect at all, so have resorted back to my old IHD where Electricity is still waiting for data. 

I wish I wasn’t migrated from SSE, as they would have sorted the issue by now.  

P
Newcomer
Peakay
Newcomer
January 7, 2023

I don’t get any error messages, just waiting for data. Nick from OVO support asked questions about the IHD and meter itself. I answered them, and he said he’s passed it to the metering team for them to try to solve it. I’ll be honest, I’m not holding my breath. So many people are having this problem 

Blastoise186
Super User
Blastoise186Super User
Super User
January 9, 2023

@dak120 28-1 means the IHD is NOT authorised properly i.e. hasn’t been properly commissioned and authorised to access the electric meter. This is an easy fix but you need to get Support to authorise the device again. If you don’t get them to pair it, the device won’t function at all.

If you get asked how you know this… I just so happen to have the entire status code sheet from Geo. :)

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
    Newcomer
    Peakay
    Newcomer
    January 9, 2023

    Hey, @Blastoise186 and @dak120, good news, the metering team emailed me to say they have updated some firmware, and lo and behold, both electricity and gas are now showing on my IHD. Thanks @Blastoise186 for the help, and thanks to the metering team. Three months after installation, the technology is working 👍

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      January 9, 2023

      NICE! I’m happy to hear it. :)

      It’s amazing what you can do when you stop by this forum eh?

      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!
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