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

Yep I agree, I think we can get this smart gas meter added remotely. Then you should start to see that gas usage info on the IHD. We’re here to help for anything technical like this, so feel free to pop back any time. 

@nag.gupta I have moved your comments over to this similar thread. 

Recently had Electricity and Gas Smart Meters and IHD installed after switching to OVO. IHD is working in most respects, showing gas and electric usage (kwh), but only gas is showing price (£), electric just shows £0.00. 

Hey there @vectis ! Welcome to the OVO Forum :)

I think I know what’s going on here. How long has it been since your Smart Meters were installed? In some cases, it may take up to six weeks for a full commission to complete, but OVO can sometimes get the meters to start communicating in as little as two weeks. It’s usually around this point that the tariff data should get downloaded.

However, the good news is that there is a fairly easy fix for this one, but you’ll need to ask the Support Team to help you out with it. Live Chat tends to be the fastest way, but you can also do this one by phone if you prefer. What you’ll want to do is ask them to run the SMETS Command Update Tariff Configuration with the correct tariff rates for your account. This should do the trick if the command works. Sometimes you can get lucky and it’ll go through in just a few minutes, but it may take up to 24 hours to refresh.

If the meters are still being commissioned, there’s a chance that this might not be possible just yet, but you can always ask for a case to be opened for the command to be sent once it’s possible.

I hope this helps. We’ll be right here if you get stuck with anything else. :)

It seems that this is a common issue. I've been with OVO for several years, upgraded to Smart meters a few months ago, all went well at first. I accepted that there would be issues for a while until all updates etc had been applied. But I am also now in the position that my meter readings, both gas and electricity are being sent to OVO no problem. My meter readings given and taken on my bill are accurate. But my IHD no longer shows Electricity. It started when I checked one morning to find that my Electricity reading had stalled. It didn't change all day. I power recycled the IHD and then no electricity reading or communication with the Electricity meter at all, gas readings and meter show on the IHD fine. I’ve checked all the meter led’s. all good. IHD shows good comms. Basically, the system is crap and I just as well bin the IHD as it is completely useless. How can I monitor my Electricity? I cant. OVO. You need to sort this out.

Sorry to hear that your In-Home Display isn’t currently displaying your electricity smart meter usage data, @Keith.A - that’s really frustrating, particularly as your initial re-booting attempts haven’t resolved the issue. 

If you haven’t already we’d recommend contacting our Support Team to report this issue - the quickest way to reach them is via our Online chat which you can find here. They are able to check the IHD is correctly paired to your meters and carry out further troubleshooting in order to get things back on track.

In the meantime, it’s worth checking the usage pages of your online account or OVO app (download for Android or iOS) which is another great place to check the usage information being received from your smart meters.

Hope this helps get things sorted - but do pop back and let us know how you get on. We’re always happy to help here where we can.  

Jess_OVO,

Thanks for that. Yes, I have checked the usage pages of my online account and all is good there.

My understanding from this forum and others, is that the IHD is not paired to the meters, but to the HUB. Each meter sends its readings to the HUB, which then sends them to both OVO and the IHD.  If the readings are getting to OVO from both the Electricity meter and the Gas meter OK,  also the Gas to the IHD is OK, then also from this forum, it would suggest that the problem is with the software on the HUB or the IHD itself.

To be quite honest, apart from the fact that a working IHD link allows me to check the readings on my meter without opening the boxes in my driveway and checking them myself, I think it is just a gimmick. It certainly doesn’t change my usage habits. I will probably just switch it off and unplug it.  It’s just frustrating that this so called energy saving technology just doesn’t work as it should…...Keith.

My ihd has suddenly stopped showing electric usage ? What do I have to do to get this showing again please.

the gas information is fine. 

Hi for the past five days my ihd isn’t displaying electric usage.

it has three bars signal strength and full WiFi strength.

the gas readings are ok though that’s displaying as normal.

any ideas please?.

Hi @adam carvell and Welcome to the OVO online community,

See you’ve encountered an issue that crops up with an In-Home Display from time to time. We’ve put together some DIY trouble-shooting tips on this great guide:
 

DIY steps to help with issues with your Home-Area Network (HAN)

Checked your online account and no ongoing smart meter communication issues to see? In this case it’s more likely to be an issue with the connection between the device itself and the smart meters (also known as the HAN). The In-Home Display connects to your smart meters via the communications hub attached to your electricity meter, so it sometimes helps to move your IHD closer to your electricity meter to help it re-gain connection. It’s best to leave the IHD in this new spot and try re-booting the device after 24 hours  (a classic turning off and on again move), sometimes this simple step will do the trick!

Hoping this does the trick but if not we’d recommend contacting our Support Team who can carry out further trouble-shooting.

Don’t forget as long as your smart meters are communicating, you can also check your smart meter usage data on the ‘Usage’ pages of your online account or OVO app (download for Android or iOS). 

Hi @adam carvell - Annoying to hear about the IHD issue.

I’ve responded with a few ideas on what to try over on your other related comment.

Hope this helps