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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
  • 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

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    Tim_OVO
    OVO Staff
    Tim_OVO
    OVO Forum Legend
    September 25, 2020

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

     

    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.

     

    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. 

    Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
    M
    Rank 2
    MelchettAuthor
    Rank 2
    September 26, 2020

    @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.

      M
      Rank 2
      MelchettAuthor
      Rank 2
      October 5, 2020

      @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.

      Tim_OVO
      OVO Staff
      Tim_OVO
      OVO Forum Legend
      October 6, 2020

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

       

      :confounded:

       

      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?

      Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
      M
      Rank 2
      MelchettAuthor
      Rank 2
      October 6, 2020

      @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?

      Tim_OVO
      OVO Staff
      Tim_OVO
      OVO Forum Legend
      October 12, 2020

      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? :blush:

      Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
      M
      Rank 2
      MelchettAuthor
      Rank 2
      October 31, 2020

      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.

        Tim_OVO
        OVO Staff
        Tim_OVO
        OVO Forum Legend
        November 2, 2020

        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….

        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
        November 2, 2020

        @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. :disappointed_relieved:

        Thanks.

        Save energy... recycle electrons!
        Tim_OVO
        OVO Staff
        Tim_OVO
        OVO Forum Legend
        November 2, 2020

        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....

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