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!

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.

@Transparent@Tom_OVO 

Apologies for the slow reply - I’ve been working away from home for a while.  Having got back last night the IHD is now showing details for gas but not electricity.  So something has happened whilst I’ve been away, although it’s still clearly not working as it should.

Unfortunately, that I’m spending Saturday morning trying to sort out billing and IHD issues which I never had pre-smart meter,  just leaves me thinking I should have left things as they were. 

Gas usage but not electric, @Melchett - sounds similar to the issue described here

Unless anyone else can suggest some at-home tests to try and work out why comms for one and not the other, I suggest it might be worth a quick web chat convo today. 

It would be super handy for us to know the outcome (once you know it, @Melchett), in case it’s the same as what @TomThumb has...

It’s all a bit tricky @Tim_OVO because there’s the additional aspect of the ZigBee connection to/fro the gas meter, whereas the electricity meter has a direct connection to the Communications Hub via the ICHI (Intimate Communications Hub Interface).

There are at least three things we need to know from each such site when they get reported:

• is gas usage reported on the IHD (no, in this case)
• is gas usage reported on the App or Online Account?
• what is the status of the LED indicators on the Comms Hub?

In @Melchett ‘s case we only know one of the three at this stage.

Secondly there’s just so many OTA (over the air) Software upgrades being sent, we have no idea if one of these has caused the issue.

This harks back to my request about 9 months ago, asking for there to be a semi-hidden box on each customer’s online account where the version number and upgrade time/date is displayed for all four components of the SMETS2 system on-site:

• Comms Hub
• SMETS electricity meter
• SMETS gas meter
• IHD

Is this ever going to be considered?

Or has this request vapourised before it even got considered?

There are at least three things we need to know from each such site when they get reported:

• is gas usage reported on the IHD (no, in this case)
• is gas usage reported on the App or Online Account?
• what is the status of the LED indicators on the Comms Hub?

@Tim_OVO  & @Transparent  Just in case my info is useful, my smart meters /  ihd were installed by my previous supplier, Npower,  

My ihd is showing usage for gas,

my online Ovo account shows meter readings / usage data for gas,

comms hub has all lights flashing every 5 sec (mesh light is off)

There has been no electric meter readings / data available from the 18/8/20 on either the ihd or online account.

Tom...

Please be advised, I’m putting in place a system to ensure versions of the same/different  issue are categorised correctly. As outlined in another topic these categories are separated out by several factors:

1. Smart meter type: SMETS1 Secure vs SMETS2 Aclara vs other SMETS2 manufactured meter
2. Billing platform: New online account vs old MyOVO portal
3. Fuel: Gas usage/readings vs electricity usage/readings

@Melchett we know you have a SMETS2 Aclara meter, can you also confirm if you’re on the new online account and if your usage info is online or is also missing (new online account looks like this):

And can you confirm if it’s gas, electricity or both fuels? We might be able to make this topic one of the other go tos….

@Tim_OVO 

My account looks broadly like the picture you show but without the ready to renew box at the top.  It’s a combined gas & electricity account and both are usage for both is showing online.

Thanks @Melchett - so on the assumption that the LED indicators remain as you described 3 weeks ago, we can deduce that OVO are correctly picking up usage data for both fuels, and therefore the lack of gas-data applies only to your IHD.

The date at which this “Missing Data” error occurred on 21st Aug is approximately one month after installation. That is about the time-frame I would expect OVO to complete the off-site commissioning by downloading your correct tariff data into your Communications Hub.

So let’s pass the ball back to the Moderators and ask what data and/or code was sent to your site around 20-21st August?

Yep thanks @Melchett - you’re indeed on the new online account. 

Our Support team can update you on this, Melchett. Just before you reach out, please see this new SMETS2 IHD diagnostic tutorial topic, which should help to work out IF you need to contact support, and then if you do, it will enable you provide all the info they will need. 

As always, keep us updated. 

@Tim_OVO

Thanks Tim, but the tutorial topic doesn’t help much as I have an IHD6 for which there is no user guide yet. 

As for the rest - there’s been no change to the IHD location or signal strength / bars displayed since it was installed.  It’s about 5ft from the meters - yes there’s a pantry door/wall between them, but that didn’t seem to be an issue at the start of this process when it all works fine for the first 3 weeks.  Turning it on/off makes no difference either.  The only thing that has changed is that the IHD firstly stopped displaying any data and now only shows gas. 
 

Between this and Ovo trying to put my DD up by 15% even though I have 3 months credit on account, my move to smart meters has caused more problems than I’ve had in the past 10 years combined. 

Thanks for those self diagnosing actions, @Melchett 

I’ve copy and pasted some bits from that tutorial that might be relevant here:

Benefits of connecting your IHD to Wi-Fi

The IHD does not connect to your online account. However, connecting to WiFi on IHD6 allows us to make any firmware updates to the IHD remotely. It also allows you to see when an IHD stops working and better troubleshoot any issues, as it provides information the IHD is displaying.

To pair to the Wifi, follow these steps:

1. Tap the menu button in the bottom right corner of the screen.

2. From the menu screen, tap the right arrow to go to the next page. 

3. Tap ‘Settings’.

4. Tap the 'Wi-Fi' icon. 

5. Tap the button to turn the WiFi on.

6. Once the WiFi is on, tap 'Scan' to show the available networks or press WPS Push if the router you’re trying to join supports this function.

6A) If choosing WPS Push - press the WPS button on the router when this symbol is displayed. 

6B). If choosing Scan - Once you’ve selected the network you wish to join, enter the password and press ‘Join’.

7. The device will now connect to the WiFi.

8. If the password is correct, the device will show a Connected status. 
 

What to do if you’re having an issue with your IHD

First, check whether there is an issue with the HAN (rather than the IHD itself). You can do this by checking how regularly the HAN light is flashing on the comms hub. See this SMETS2 smart meter guide if you’re not sure how to do this.

Another indication would be that there is no consumption data for electricity meter, gas or both showing on the device. If there is a possible HAN/WAN issue then complete a smart meter health check.

If the IHD is showing missing data for one or both fuels and the meter comms are fine, you should perform the following checks.


Is the IHD showing the correct time?
 

If it's not showing the correct time, the IHD is not paired.
 

IHD6: Check the signal bars

Signal bars solid > IHD is paired.
Signal bars flashing > Needs to be paired by our Support team 


Pairing and unpairing the SMETS2 IHD6s
 

How to unpair the old IHD6

Reach out to our Support team, and they will perform some actions on our systems. Then you will need to do the following actions on the device:

1. Go to set budget screen (menu>budget) and power off PPMID from this screen (hold power button on the back for 5-10 seconds).
2. Turn PPMID back on by pressing the power button on the back.

The device should now be decommissioned. This will be shown by no meter information or usage information being displayed.

@Tim_OVO 

Thanks for that but I’m not sure how it helps. As @Transparent noted, the HAN seems to be working, the IHD time is correct and it’s showing connectivity bars. Together with the fact that the gas data is going to the IHD suggests this isn’t a connectivity issue but is an issue between Ovo and the IHD, probably based on an event that took place on or around 21 August.  Did a software or firmware update take place at some point that week? 

I agree @Melchett - I think @Tim_OVO has confused the different Topics currently “live” with similar levels of technical feedback about SMETS problems here on the Forum.

Tim…. this site (Melchett’s) is totally disconnected from OVO’s new Billing System with a stable/static error. Yet the WAN appears to be operational.

As opposed to this site which has lost all WAN connectivity

and this site where the HAN has failed because the IHD isn’t connected/commissioned. Actually this is probably the one which is the main source of the muddle because you’ve just posted there about a WAN issue which the customer has not mentioned!

Connecting the IHD6 to your WiFi will allow for firmware updates, @Melchett - although I’m not sure if this would happen automatically or would need to be prompted by our S2 team, via our web chat agents. This is why I included the info above. 

@Transparent me…… confused……. no that can’t be right. Although there’s a first time for everything 

@Tim_OVO  I’m going to raise this to a webchat.  The IHD still isn’t working - nothing has changed since the gas data started showing, which should by default mean that it must be connected to WiFi.  

Unfortunately this is exactly the sort of issue I feared I would have to deal with if I came across from my old meters to a smart meter.  I get the environmental arguments, but so far it’s caused me more hassle than my old meters ever did in 10 years of being in this house.

How did it go via web chat today, @Melchett ?

Don’t forget that you get exactly the same deal now, with an IHD that doesn’t work, as you did with your old meters, except you don’t have to submit meter readings to get accurate billing. It’s not excuse of course. We have provided you with some kit and you expect it to work: not too much to ask for I’d say! Keep us updated please. 

@Tim_OVO 

Webchat said they have passed it on to the IHD team and I should hear back / have a resolution by 2 Oct, so end of next week.

Unfortunately nothing heard by 2 Oct, so am going back to them to ask what’s going on.

It sounds like the ‘S2’ backlog has caused another missed timeframe, @Melchett - were you able to get the case worked when you reached out yesterday?

@Tim_OVO 
 

I got through to someone who said they can force something - assume software - into the system to make the IHD work.  If it doesn’t then I need a new IHD. 
Question is if the IHDs can be forced to work to resolve an issue,  why is whatever measure that entails just not included in the IHD construction/software from the start?

It would be good to get some more info on what action this was, @Melchett - sounds like it could be firmware related. 

I’ve recently learnt that these updates can be inhibited for a few reasons, requiring manual work to be done. 

Can you let us know the latest, and any more info on the actions the agent took with your IHD pleaseeeee? 

Hi all,

Just to keep you updated with where we are.  Having spoken to an agent twice, they tried to force an update which didn’t work.  As a result I was told I needed a new IHD.  The new display arrived about 3 weeks ago and whilst it is indeed now showing both gas and electricity, it’s only showing data from one day in late Aug.  I genuinely have no idea where to go from here, other than to say my initial reluctance to move across to a smart meter appear well founded. 

And given that I’ve spent more time talking to Ovo since I had them installed than I have in the previous 10 years combined, I have to say my faith in the smart meter system is dwindling fast - especially in terms of the notion that it is more convenient and makes my life easier.  It’s been the exact opposite.

Thanks for this update, @Melchett 

I have a meeting this afternoon with some colleagues who are right in the heart of fixing S2 IHD issues.

I have your account details along with a few other community members, which have already been forwarded on, and hoping to get more info in general for others being effected.

The hope is that we can advise community members on a few more options for self diagnosing, and also internal fixing time frames, so you’re not left in the dark and chasing up answers….

More on this to come….

@Tim_OVOwrote:

The hope is that we can advise community members on a few more options for self diagnosing, and also internal fixing time frames, so you’re not left in the dark and chasing up answers….

I have another request please.

Can we have a pseudo-ID set up on the Forum so that it sends an alert to the S2 Team if we’re discussing (yet another) issue with Smart Meter software errors?

I’m not asking them to reply here. I’m just trying to find a way for the more technically-savvy Forum Members to say “we think you’d be interested to view this set of symptoms”.

The detail of the feedback we’re generating on Topics here isn’t best being used at the moment… which is pretty deflating.

Thanks.

Hi @Melchett , 

I’ve just posted the below update on this topic, and the same advice applies to you:

I’ve had a meeting today with lots of the ‘S2’ and ‘smart support’ team, to try and better understanding the types of issues, the process, and why things seem to be getting missed in some cases. 

I’ve learnt a lot, and will be able to change the advice I offer when pointing members to our Support team, to help the right issue get raised in the right way. We’re also taking steps to build better internal and external resources to help diagnosing and fixing. 

In the meantime I’ve also asked for your account to be looked at as an exception, and any outstanding ‘case’ to be worked. I hope we get somewhere with this....