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M
Rank 2
Melchett
Rank 2
August 23, 2020
Solved

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
  • 6308 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
    J
    Newcomer
    joharper
    Newcomer
    November 22, 2019

    Let us all know if you get the call and if it produces a result. 

      Y
      Newcomer
      Yorkshire Tyke
      Newcomer
      December 19, 2019

      My smart metr installation went like a dream two weeks ago. IHD working perfectly - great!. Now for three days gas usage has shown as zero. I emailed OVO and magically, it’s now working.

       

      Is this really magic or does my meter have an intermittent problem?

      Amy_OVO
      Retired Moderator
      Amy_OVO
      Retired Moderator
      December 20, 2019

      It sounds like there may have been an dip in the meter communication, @Yorkshire Tyke, this seems to have righted itself. If this continues please reach out to the team. 

      Thanks!

      OVO-Joyed to help!
      Transparent
      Rank 20
      Transparent
      Rank 20
      August 23, 2020

      Interesting @Melchett That’s a Chameleon IHD6. I didn’t know that OVO had changed to them instead of the IHD3 units.

      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.

      Save energy... recycle electrons!
      M
      Rank 2
      MelchettAuthor
      Rank 2
      August 23, 2020

      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.

       

       

        Transparent
        Rank 20
        TransparentSolved
        Rank 20
        August 23, 2020

        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:

         

        OVO customer but not got a smart meter yet? - Book today!

        Interested but not yet an OVO customer? - Check out our plans!

        Save energy... recycle electrons!
          M
          Rank 2
          MelchettAuthor
          Rank 2
          September 5, 2020

          @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. 

          Tim_OVO
          OVO Staff
          Tim_OVO
          OVO Forum Legend
          September 7, 2020

          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...

          Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
          Transparent
          Rank 20
          Transparent
          Rank 20
          September 7, 2020

          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?

          Save energy... recycle electrons!
          TomThumb
          Rank 6
          TomThumb
          Rank 6
          September 7, 2020

          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...

           

          3 meters: Smart Gas & Smart Elec / Traditional Gas meter
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