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M
Rank 1
MickG
Rank 1
October 7, 2018
Solved

Why is the tariff rate on my smart meter and Chameleon In Home Display (IHD) wrong?

  • October 7, 2018
  • 63 replies
  • 13149 views
The standing charge and kWh rate on my Chameleon IHD are higher than my account tariffs . My Account tariffs are correct, any way to correct the IHD display? Thanks.
Best answer by NinjaGeek

Updated on 21/10/25 by Ben_OVO

 

Good spot on the mis-match between your unit rates on your online account and Chameleon In Home Display (IHD).

It’s worth checking whether the discrepancy is just due to the VAT. Your OVO online account will usually show your unit prices excluding VAT whereas your IHD may show the same prices including VAT - if the difference between prices is 5% this will explain things.

If the price difference isn’t down to the VAT (ie its more or less than 5% difference) the tariff information on your device may need to be updated. It may be that you’ve recently had the meters installed or your prices have recently changed and the rates loaded on to your meter haven’t quite been updated. In this case reach out to our Support Team to get that corrected. It is worth bearing in mind the following:

 

Usage costs on your IHD may not 100% match your daily charges

 

As the prices loaded on to your smart meter and IHD aren’t automatically linked to the rates on your account, inaccurate prices seen here won’t affect the accuracy of your bills. For this reason we’d always advise checking the actual usage charges on the ‘Billing’ page of your online account, if you’re worried that your IHD is showing incorrect information.

 

If you’ve got a Pipit IHD but are seeing the same issue - check out this topic for more advice.

 

 

 

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

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

 

63 replies

NinjaGeek
Rank 12
NinjaGeek
Rank 12
October 8, 2018
Hi @MickG

Have you tried restarting the smart meter display by turning it off and on again to see if this will help re-sync.

Thanks
Matt
Renewable energy + EV enthusiast
    M
    Rank 1
    MickGAuthor
    Rank 1
    October 8, 2018
    Hi Matt, thanks for your response. I turned off the smart metre for 30 mins but unfortunately the readings are still incorrect. They are as follows; actual standing charge is 23.50p per day per fuel. The IHD display reads 28.77p .Actual electric charge = 11.93 kWh, display = 14.53. Actual gas change = 2.62 kWh, display = 3.19.
    NinjaGeek
    Rank 12
    NinjaGeek
    Rank 12
    October 8, 2018
    @MickG

    Ah dude, I am sorry that didn't work. In my profession that normally works when I ask customers to do that haha. Ok, the best thing to do would be to speak with OVO amazing customer service. I would advice you give them a call on 0330 303 5063
    Renewable energy + EV enthusiast
    NinjaGeek
    Rank 12
    NinjaGeekSolved
    Rank 12
    October 8, 2018

    Updated on 21/10/25 by Ben_OVO

     

    Good spot on the mis-match between your unit rates on your online account and Chameleon In Home Display (IHD).

    It’s worth checking whether the discrepancy is just due to the VAT. Your OVO online account will usually show your unit prices excluding VAT whereas your IHD may show the same prices including VAT - if the difference between prices is 5% this will explain things.

    If the price difference isn’t down to the VAT (ie its more or less than 5% difference) the tariff information on your device may need to be updated. It may be that you’ve recently had the meters installed or your prices have recently changed and the rates loaded on to your meter haven’t quite been updated. In this case reach out to our Support Team to get that corrected. It is worth bearing in mind the following:

     

    Usage costs on your IHD may not 100% match your daily charges

     

    As the prices loaded on to your smart meter and IHD aren’t automatically linked to the rates on your account, inaccurate prices seen here won’t affect the accuracy of your bills. For this reason we’d always advise checking the actual usage charges on the ‘Billing’ page of your online account, if you’re worried that your IHD is showing incorrect information.

     

    If you’ve got a Pipit IHD but are seeing the same issue - check out this topic for more advice.

     

     

     

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

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

     

    Renewable energy + EV enthusiast
      M
      Rank 1
      MickGAuthor
      Rank 1
      October 9, 2018
      Hi, just a quick update for other members future reference. After following the link in the previous post I sent a DM to the ovo Facebook site which was picked up within an hour by Emma and my problem has now been resolved.
      Great, only problem is that because I contacted ovo to resolve the issue I think that I have now lost my duel fuel discount for this quarter according to the new rules regarding the payment of the discount.
      I think this very unfair unless the powers that be agree that I was reporting a fault in which case my discount remains on my account.
      Mw2870
      Newcomer
      Mw2870
      Newcomer
      October 11, 2018
      only problem is that because I contacted ovo to resolve the issue I think that I have now lost my duel fuel discount for this quarter according to the new rules regarding the payment of the discount. I think this very unfair unless the powers that be agree that I was reporting a fault in which case my discount remains on my account.

      @MickG there was no credible way for you to "self-serve" this problem via the website, so I don't think you should lose your discount. Check your next statement and contest it if you do.
      J
      Rank 5
      Jacko6625
      Rank 5
      October 1, 2022

      And can’t get on website for two days now 

      M.isterW
      Rank 6
      M.isterW
      Rank 6
      October 1, 2022

      Please don't worry. The rate on your IHD is just for information. If it's wrong you won't be charged that amount.

      1992 4 bed detached house. Solar PV + battery, Zappi EV charger, Mitsubishi Ecodan ASHP and i-life2 fan assisted radiators.... No gas 😊
        L
        Rank 5
        Lucky2
        Rank 5
        October 1, 2022

        My rates haven't charged on my IHD or my app.

        C
        Rank 6
        Corgimajor
        Rank 6
        October 1, 2022

        I'm exactly same position, but paying 47.92 ppkWh (50.32 ppkWh on my Smart Meter as this includes VAT).  My contract changed on 10th Sep and my Smart Meter changed instantly in line with my new contract price, so whoever is saying your Smart meter doesn't match what you are being charged is not correct.  NB My parent's OVO meter went up today to reflect new Energy Guarantee Price (EPG) from old OFGEM Cap price, so OVO very quick to put up prices - perhaps not so quick to reduce them for people like us on Fixed Prices that are higher than the EPG?  Would like to ask them, but phone lines and chat closed until Monday !!!

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