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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
R
Newcomer
r8cali
Newcomer
January 10, 2025

My IHD is saying that it is not commissioned. How do I get it commissioned to work with my smart meter?

Blastoise186
Super User
Blastoise186Super User
Super User
January 10, 2025

Hi ​@r8cali ,

One for OVO’s Live Chat! Have a chat with OVO Support via https://ovoenergy.com/help and they’ll get that IHD set up for you. :)

Please be advised that IHDs obtained via unauthorised sources e.g. eBay will NOT be allowed access.

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!
Abby_OVO
Community Manager
Abby_OVO
Community Manager
January 13, 2025

Hi ​@r8cali 

 

Sorry to hear about the issues you’re having with the IHD.

 

As one of our volunteers has already mentioned, the Support Team will be able to help get that commissioned for you. It’ll be best to do this through live chat so you can have a back and forth conversation with the agent who will ask you some questions and need you to carry out some steps, so contacting via live chat might be the best and quickest solution.

 

Keep us updated with how you get on, or if you have any other issues. I’ve also linked to a topic below which may be helpful:

 

Currently Playing: She's Electric
M
Newcomer
Morgs28xx
Newcomer
May 14, 2025

Hello can anyone help me please? I have a in house device that shows the gas and electricity. It’s only showing my gas, can anyone help me with the device showing the electricity please? Thank you :)

Blastoise186
Super User
Blastoise186Super User
Super User
May 14, 2025

Hi ​@Morgs28xx ,

Please show us photos of your IHD.

Thanks

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!
M
Newcomer
Morgs28xx
Newcomer
May 14, 2025

Hi yes illl do it when I finish work, thank you ​@Blastoise186 

    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    May 15, 2025

    Hi ​@Morgs28xx! A warm welcome to the Forum 🖐.

     

    If your IHD isn’t showing electricity this should hopefully be a very simple fix. Get in touch with our Support Team and ask them to ‘run an XJOIN’. You can tell them you’ve been advised this on the Forum. It’s basically a remote request that we send to the IHD to get it working again.

     

    To confirm, the XJOIN will only work if the electricity meter is actually functioning properly as a smart meter. This is something you can check yourself using the topic below (our Support Team can also check this for you too).

     

     

    Hope this helps!

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      B
      Newcomer
      brycar
      Newcomer
      April 9, 2026

      electricity data unavailable smart meter
       

      what does this mean

      live in flat, actually meter is in cupboard - before we got smart meter

      can anyone help me please 

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      April 9, 2026

      Hi ​@brycar ,

      Please show us photos of what you’re seeing.

      Thanks

      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!
        Chris_OVO
        Community Manager
        Chris_OVO
        Community Manager
        April 10, 2026

        Hey ​@brycar,

         

        Welcome to the community!

         

        Could you please provide more details about your situation so we can better assist you? Where are you seeing this message—on the app or on the meter itself? What steps have you taken to resolve the issue so far? If possible, could you share any photos of your setup that might help us? Do you still have access to power?

         

        The more information you provide, the better our advice will be. Thank you.

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        Show more replies
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