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

New smart meter installed yesterday. Had to switch elec off as problem discovered during installation. When power restored smart meter no longer connecting. Is plugged in, have rebooted, have disconnected and reconnected wifi, have left device shutdown overnight, the only thing flashing are the bars in top left hand corner. Help ??!! Please :)

Hi @Sf19 ,

If you’ve only recently had the meter installed, it can take a few weeks to fully activate and the IHD might not be active at first. Could you post some screenshots for us please?

Hi Blastoise186,

It was working fine when the engineer left,  but won't kick back in post the electricity being switched off.  Cheers

Ah ha! Gotcha.

That’s an IHD6 if memory serves. There are a few known issues with both IHD3 and IHD6 models which we’re trying to pin down. This thread has a few examples 

If you’re OK with this, @Tim_OVO will have some questions for you soon that can help to diagnose the issues. We’ll keep you posted on that and if you’re able to fill them out, it would definitely help us out a lot.

In the meantime, can you give 

 a try? Sometimes the suggestions in that article can help too. :)

Thanks for the post, @Sf19 

I’ve moved this to another topic on the same thing. As you can see, it’s pretty common. 

Please have a read of the ‘best answer’ (at the top), which outlines all of the likely causes of this, and what to do. 

You can use this topic to keep us updated. You’ll help the next members that comes after you. 

@Tim_OVO  So this rumbles on and my patience gets thinner.  After forced updates which didn’t work I was sent a new IHD., probably a couple of months ago now.  Having set it up it has worked fine until the past couple of days and now, well it isn’t. 

The IHD seems to be stuck in a loop of automatically rebooting itself and then when it comes back on the screen flashes (pulses might be more accurate) but with no data on being shown. I’ve attached photos to show what I mean. 

Have to say though, I’m pretty much at the end of my tether with this entire experience.  Wish I had never bothered.  I think the ‘solved’ banner at the top of this thread was a little premature.

Welcome back @Melchett , thanks for the update. I’m sorry to hear you’re still struggling with this one.

Please allow me to introduce myself, as you’ve probably not seen me before. I’m Blastoise186 aka Blastoise, one of the newer forum volunteers. I started helping out after you first reported issues, so I’m currently catching up with the thread. I also try to help solve tricky issues where possible.

I’ve been keeping a very close eye on a whole bunch of these IHD issues and I think I’m seeing a very common trend here between quite a few of them, but I can’t figure out why. For some reason, there seems to be a common issue between the IHD3/IHD6 and the WNC branded Communication Hubs in many of the threads where the IHD has died. I’m beginning to think that there’s something wrong with the WNC hubs that causes them to break IHDs more frequently than some of the others like the Toshiba hubs.

I’m going to have a chat with Tim about this when I get chance, but I wouldn’t be surprised if my hunch is right.

Please bear with us and we’ll try to get to the bottom of all these issues as soon as we can.

Thanks for understanding.

Thanks for the update @Melchett, I’ve been meaning to let our community members know of work that’s happening in this space. 

We are working on a resource that we hope will allow us to better diagnose IHD and smart connectivity issues, @Blastoise186 I’ll share this with you as soon as I can. 

The ideal situation (all TBC as this work is ongoing) is that we will be able to allow you to diagnose the cause, and what the required steps are. That might be: do nothing, this is not a fault but part of the pairing process and will be amended in X days, or, this is a fault, we need you to confirm X, Y, Z on the IHD and A, B, C on the meter, and copy this into a web chat. That will mean we can get on with fixing it quickly without much effort from you. 

 We’re not there yet, @Melchett - can you provide a link to this topic in a web chat here. Average wait is 10 seconds. This can then be taken off your hands and a case raised with screenshots already provided. 

Appreciate your ongoing patience and commitment to getting these devices working. 

Tim

@Tim_OVO

Will do.  Although I have to say with everything that is going on - combined with the higher prices Ovo now charge - I’m not sure how much longer I will be a customer for.  I don’t have much patience left.  I have minimal free time between work and caring responsibilities,  I’d rather not spend it chasing Ovo’s faults. and paying a premium for the privilege (I know you personally are trying to be helpful, but this is entirely an Ovo issue following a move to smart meters.)