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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
  • 28933 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
Transparent
Rank 20
Transparent
Rank 20
April 1, 2020

I had 8 months where OVO wasn’t taking anything for my new SMETS2 gas meter. I kept the Direct Debits static and earned myself a healthy wack of interest on the increasing credit! :money_mouth:

Save energy... recycle electrons!
    P
    Newcomer
    pauleywauley
    Newcomer
    April 1, 2020

    Hi Transparent thanks just to be clear the online ovo portal is not showing any electric consumption usage just gas and not had the ihd on for ages but being charged ok for gas usage and standing charge and just charged for electric standing charge.

    T
    Newcomer
    Tiamun
    Newcomer
    April 2, 2020

    My smartmeter2 has not shown electricity usage for a few days, and now it has frozen completely. I tried turning it off and on again, but the off switch isn’t working either. Please advise.

    NinjaGeek
    Rank 12
    NinjaGeek
    Rank 12
    April 2, 2020

    Hi @Tiamun 

    Have you tried turning it off and leaving it off for 10 minutes then turning it back on? If the power switch doesn’t work. You could try turning the electric off and on again from your RCD to see if this helps?

    Renewable energy + EV enthusiast
    T
    Newcomer
    Tiamun
    Newcomer
    April 2, 2020

    Tbh no  idea what an RCD is! I’ve unplugged the thing, and now can only wait for the battery to run out as I can’t turn it off…  thank you for your answer though 

    NinjaGeek
    Rank 12
    NinjaGeek
    Rank 12
    April 2, 2020

    Hi @Tiamun 

    Oh sorry I read your post wrong. You mean the display monitor which you plug in to view your usage. 

    Renewable energy + EV enthusiast
    T
    Newcomer
    Tiamun
    Newcomer
    April 2, 2020

    Yeah, sorry, I didn’t explain myself well. Yes, the display monitor has frozen completely. I doubt this affects the meters talking to Ovo, but as it’s supposed to be providing me with timely information and as it’s not the first time it has gone wrong (not in the same way, obvs, or I would know what to do) it’s worse than useless atm.

     

    any ideas?

    Transparent
    Rank 20
    Transparent
    Rank 20
    April 2, 2020

    Thanks for clarifying @Tiamun . The “display monitor” is normally called the In Home Device or IHD for short.

    You have to hold in the button on the back for 5 secs to power off.

    Save energy... recycle electrons!
    T
    Newcomer
    Tiamun
    Newcomer
    April 2, 2020

    Ah. I held it for 5+ seconds - still frozen I’m afraid. 

    T
    Newcomer
    Tiamun
    Newcomer
    April 2, 2020

    I’d contact OVO but in present circumstances I can hardly call this an emergency! Thanks all for help. Any other suggestions gratefully received.

    Show more replies
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