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

Hi @museumsteve and welcome to the Forum.

What you’ve experienced with your IHD is normal. There’s a shed load of off-site test and commissioning work to be done after the Installer leaves site. You’ll know when this is completed because your IHD will reflect the correct pricing for the actual tariff you’re on. Until then any readings are based on arbitrary values which just happen to be in memory.

Have a look here at the extensive comments about SMETS2 Meter Installation.

Thanks for the reply. Not sure I understand as yesterday my IHD was showing elec and gas readings. Today it no longer shows elec and if I log in to my Ovo account it shows Gas is receiving readings but not electrical.

I’m happy to be proven wrong, being a newbie :)

Hi Steve,

Exactly what mines been doing for over 1 ½ years now.

Thanks @museumsteve .

I think it’s possible that some of those readings might be estimates or predictions, but probably won’t be accurate for the first six weeks or so. You might want to compare them against what’s displayed on the meters themselves (the readings on the meters themselves should always be correct unless there’s a fault).

I think the OVO Energy app can help to clarify this however. If memory serves, it does tag the reading types in the history.

As for your own issue @pauleywauley , Tim is actively chasing up this type of issue right now. I don’t have anything to share publicly, but we’re making progress on this sort of thing in some of the private areas of the forum. We’ll try to share any more info as soon as we can.

Hi Blastoise,

Yes I think it was Tim that reported my issue many months ago but not heard anything for months, looks like I'll be switching suppliers with a duff  smets2 meter.

This IS the way..

Just have a look at what @Tim_OVO posted yesterday about a video-call I’ve just had with Stephen Fitzpatrick, CEO of OVO Group.

We have discussed the issues of “missing data” and we are agreed that the analysis has thus far fallen short of what is acceptable.

There have been a number of Topics here on the Forum since Feb’20 where customers have provided high quality information on this very subject. I have no doubt that Stephen wants this picked up and treated with a more appropriate level of appreciation.

As Tim writes… we should expect to hear more on this PDQ 

@museumstevewrites:

Not sure I understand as yesterday my IHD was showing elec and gas readings. Today it no longer shows elec…

Yes, that’s not unexpected. Your site now has to be acquired by and patched into the National Smart Meter Network. This requires secure data paths to be set up via Telefonica or Arqiva, the Data Communications Company (DCC) and Utilisoft. Software updates will be sent to your Communications Hub and SMETS2 Electricity Meter and Gas Meter by the respective manufacturers.

The four on-site devices will be registered with the national meter databases, ECOES and Xoserve.

The readings from the old meters will be passed to Morrison Data Services and a notification sent to OVO for confirmation that the readings are in line with expectations, based on your energy-usage trends.

Data from both old and new meters will be passed to the Billing System which will copy your tariff into the Comms Hub using an interface which will be set up on uSmart.

There’s a great deal of testing to be done as all these various parties liaise with each other. They will not be taking time-out to check that your IHD accurately reflects the usage status in the meantime. If it temporarily loses its data link to your Comms Hub, then only you will notice this.

I hope that gives you an insight into what’s going on during the following days.

Why does the Home Display (IHD) shows only electric meter reading not Gas, looks like it’s not paired to Gas meter.

Is there any way i can do hard reset?

This is the replacement device, while the original one doesn't manage to pair with smart meters at all.

Ovo is not able to resolve the issue and they dont have any clue why this is happening. The installation of smart meters by OVO is such a pain.

Time line of Installation:

Sep-2020 - Installed smart meters but not commissioned

Nov-2020 - Found that smart meters are faulty

Dec-2020 - Installed new smart meters and commissioned, although IHD doesnt work

Jan 2020 - Sent a new IHD

Mar 2020 - After 2 months received new IHD, although Gas readings dont display.

Hey there @nag.gupta !

It sounds to me as if your new IHD is still setting itself up, but it should be paired to both meters. You can’t do a hard reset yourself however, you’d need to get OVO to help with that. However, this shouldn’t be required to solve a problem like the one you describe.

Please could you fill out your profile for me? It helps us a lot to figure out the right advice. If you can also snap a few photos of your meters and IHD then pop them in your next reply, that’d be smashing. It helps to make sure I know exactly what you’re seeing.

I’ll be able to go from there once I know what you’ve got.

I have contact OVO this morning, they informed me that Gas meter no is not reflected in one of there system, for that reason it is not pairing with IHD.

as usual i need to wait another 10days for them to amend the old reading with new.

Thanks for letting us know @nag.gupta .

It sounds like this can be fixed remotely, but please keep an eye on things just in case. If you still have problems after 10 days, feel free to stop by again and we’ll be happy to dig deeper. :)