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Melchett
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August 23, 2020
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Why is my SMETS2 Chameleon In Home Display (IHD6) no longer showing data, a few weeks after smart meter was installed?

  • August 23, 2020
  • 80 replies
  • 6307 views

I moved across to a smart meter on 22 July 20.  The IHD is a Chameleon display, and it was all working fine for the first few weeks barring the odd blank screen which having read around the threads was expected as some work was done in the background to commission my meters etc. 

I came home from work late Friday night, 21 Aug, to find that while the meter was still functioning, pretty much every single bit of data was now showing up as blank, this after it had been working for the first few weeks.  It’s not a communication issue - it’s on the kitchen window ledge, something like 6 feet from the pantry where the meters are, and it has been working fine until now.  Having checked the meters themselves they seem to be working ok and have readings on them that look sensible.  
 

Any ideas on the IHD?  I’ve attached a couple of photos to show what I mean.  Thanks in advance.

 

 

    Best answer by Transparent

    Updated on 03/11/25 by Ben_OVO

    In addition to the advice below, check out this related topic to understand why you may be having communication issues with your Chameleon In-Home Display (IHD).

     

    The language of the on-screen messages is slightly different. But overall I think this is the same as we’ve been discussing on the Topic about Waiting for current data.

    Just have a look at your Communications Hub and see what indicators are flashing at what rates. You should see a slow flash rate on all 5 LEDs (except the Mesh, which is probably off). I’ve drawn a graphic here of the three fault-conditions which replace the slow-flash when an error is detected.

     

    Hi @Transparent 

    As you suggest, there’s 4 slow flashing green lights, with the Mesh light not flashing.

     

     

     

    You did well to catch them at the flash on-state! :slight_smile:

    So both the (WNC) Comms Hub and the IHD are happy that they’ve got a live Home Area Network. It’s just that data isn’t being transferred between them.

     

    The possibilities are most likely to be one of:

     

    a: Your SMETS2 meters are still receiving software updates as part of the off-site commissioning process. Have a look online at your My OVO page and see if you’ve still got sensible readings on the Usage section.

    b: Someone in OVO’s programming team has introduced an error when writing the code-upgrade suite. This has resulted in a software upgrade for a Chameleon IHD3 being sent to your IHD6, and it’s sulking.

    c: It’s one of those bizarre latch-ups which happen occasionally. We already know that it can be stimulated back to life by sending a SMETS-reset or Meter-Xread command. See this dialogue between a senior OVO engineer and a customer in spring this year.

    d: It will self-correct just like most of the rest of the Waiting for current data reports. But if you want to speed it up, you can contact OVO and ask them to have a look. The IHD will detect the conversation and pretend it was functioning all along. We don’t yet know why this happens, but please try to resist throwing it across the room because they don’t bounce too well. :wink:

     

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    80 replies

    Show previous replies
    Eva_OVO
    OVO Staff
    Eva_OVO
    OVO Staff
    October 15, 2019

    It may be that a new device isn’t needed, @joharper, we may just have to send a remote update to the IHD to resolve the issue.

     

    We’d need to take a closer look into this, send us a message on Facebook or Twitter with your name, DoB and account number. If you don’t use social media, message us through webchat via the Help Centre.

    My friend told me how electricity is measured and I was like Watt!
    J
    Newcomer
    joharper
    Newcomer
    October 19, 2019

    I sent you via email my name, dob and account number so can i have answer to my question now please,

     

    Tim_OVO
    OVO Staff
    Tim_OVO
    OVO Forum Legend
    October 23, 2019

    Did you get a reply to this email, @joharper ? Curious to find out what happened here…. :thinking:

    Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
    J
    Newcomer
    joharper
    Newcomer
    October 23, 2019

    Yes I got a reply. The usual stuff about rolling out a fix. I have been waiting for this “fix” for over six months so forgive me for being a little bit disbelieving. I will be walking if this “Fix” has not rolled in my direction by the end of November!

    N
    Newcomer
    Nick_B
    Newcomer
    November 21, 2019

    Hello.

    I have just had a SMETS2 installed on Tuesday this week and within 2 days it has failed. I woke up this morning to find my energy monitor display was searching for the meter and then rebooted. It continues to do this unless I switch it off. The energy monitor is plugged in at this point and when I unplug it, the energy monitor display will switch off instead of rebooting.

    I have looked at the meter and the radio and WI-FI lights are flashing simultaneously.

    I’m a little disappointed with this and hope it is a one off, but after searching the internet, it appears it could be a common fault.

    How can this be fixed?

    Eva_OVO
    OVO Staff
    Eva_OVO
    OVO Staff
    November 22, 2019

    That’s not good to hear, @Nick_B, we had a similar topic on this so I moved your query here. Take a look at the best answer at the top for more help with this!

    My friend told me how electricity is measured and I was like Watt!
    J
    Newcomer
    joharper
    Newcomer
    November 22, 2019

    Good luck with that Nick. We had the same problem 9 months ago when our meter was installed. Every few weeks when we chase up the fix we were promised 9 months ago, we get the same rubbish trotted out: “the fix is being rolled out and your turn will be soon”. Clearly that is b******t! Your meter is new and you have the same problem. I would love to hear from OVO customers who have actually had this problem fixed…...are there any out there? If we do not get a date for fixing the IHD soon we plan to vote with our feet and move to a different provider. We are fed up being misled!

    N
    Newcomer
    Nick_B
    Newcomer
    November 22, 2019

    I’m thinking the same now Jo. I would have thought that if an update was being rolled out 2 months ago, the new units would be supplied updated? If I’d known the displays were going to be useless I’d not have got a smart meter installed. OVO’s push for us to have these installed was so we could monitor our usage to assist us to reduce our carbon footprints. I’m guessing OVO aren’t really that interested in us being able to do this and just want to be able to monitor our usage and adjust the meter settings remotely.

    J
    Newcomer
    joharper
    Newcomer
    November 22, 2019

    I agree with what you say Nick. Will be interesting to see what OVO have to say...if anything. Usually it is to ask for my DOB and address so they can check it out...then nothing! 

    N
    Newcomer
    Nick_B
    Newcomer
    November 22, 2019

    I had a phone call from OVO this afternoon funny enough, asking if I was home as they wanted to repair the meter with the display. I said no I’m at work, and we arranged for them to call me at 5:45pm tonight. I finished work early to get home for 5.30pm to make sure I didn’t miss the call and I’m still waiting for it...

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