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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

Peakay

Newcomer

Thanks again for your help. I hope @dak120 gets a good result also!

Peakay

Newcomer

Hey, @dak120 , I’m sorry, I was getting the same error message, but it was a while ago, and I’d forgotten. It’s been resolved now, as I said, by the metering team. Good luck.

Emz

Rank 1

Since having our smart meters changed (gas one stopped working so was told both had to be changed) my IHD does not display any electricity information, and the gas information is completely wrong?

Meters were changed nearly 3 months ago.

Any ideas why this would be?
And what I can do to resolve it?

Tim_OVO

OVO Forum Legend

Hi @Emz and thanks for flagging this.

We’ve made a guide to help diagnose connectivity issues with your In Home Display (IHD):

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

Emz

Rank 1

I’ve already done everything in the tutorial, but still having the same problem.

Tim_OVO

OVO Forum Legend

Thanks for having a look at that guide, @Emz. Please reach out to our Support team (can you give the answers below and link to this topic in a webchat if you find that easier) so they can get the issue escalated to our Smart metering team for further investigations.

Before you get in touch it’s best to complete the following IHD health check so we can make sure we’ve got all the information we need to carrying out some remote processes to get the IHD re-connected:

Does the device show a correct time and date?
Is the WiFi symbol solid/flashing/not there?
Could you confirm the Device ID? (Long ID number on the bottom of device)
How far away from your electricity meter do you store your IHD? Are there any walls in between that could be blocking the signal?
What is the issue with your IHD? E.g. not showing electricity/gas usage, displays incorrect tariff, device is rebooting itself?
Please confirm if your device is an IHD3 (black all over) or IHD6 (black on the front and white on the back)
If your IHD is showing incorrect rates: what rates does your IHD currently show? Are the rates shown on the IHD higher or lower than your actual rates?

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

Peakay

Newcomer

Hi @Emz

The metering team sorted mine out eventually, but the green light on my IHD has changed to orange since. I’m wondering if it’s still showing accurate information. I hope you get yours sorted.

LynseyC21

Newcomer

Since Tuesday I cannot see my electricity balance on my in home display. I am a PAYG customer so am in the dark about how much credit I actually have or even if I’m in debt! Currently migrating from SSE but neither company can give me any information. Any suggestions? I am regularly topping up as I don’t want to go into debt with this issue.