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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.
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
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.
@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

Updated on 08/07/24 by Abby_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 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 member but not got a smart meter yet? - Book today!

 

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

 

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.
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.

And can’t get on website for two days now 

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

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

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 !!!

You're completely wrong. Your IHD doesn't necessarily show the correct tariff. Ours doesn't.

 

It should show the correct tariff but for various reasons sometimes it doesn't.

Hi M.isterW  Not completely wrong surely?! If your own meter doesn't always show your contracted unit rates and standing charges (including VAT), this doesn't mean my own and other OVO customers meters are similarly unreliable.  My meter has always matched my agreed contracted rates (with VAT applied) and correlates with the daily charges I see in my OVO App.

The meter doesn't hold your rates. It just records your usage and sends that data to your energy company.

It's the IHD (in home display) that holds the rates. This is just a display unit that is provided for your convenience. Having the wrong rates on the IHD doesn't affect your bills in any way at all. I know this because the rates on my IHD are different to the rates I'm being charged.

My mains meter (a second generation smart meter in the meter box outside the house) holds my rates (tariff and standing charge) and other info (total consumption since installation and the nature of the account).  You can see these values if you cycle through them using the meter's "A" button.  These values are repeated in the IHD's account details section for, as you say, user convenience.  These values are (should be!) updated by the energy supplier when they are changed and should be accurate and match your agreed contract terms.  Otherwise what is the point of a smart meter, which is to provide the occupier the ability to manage their energy budget and the supplier to help the customer pay what they owe.

Hi everyone and thanks for flagging these unit rates and standing charges not showing correctly on the In Home Display. 

 

As M.isterW has stated (nice one for myth busting these), the prices on the IHD (or even the smart meter if yours show them) aren’t the rates you’re paying. Ideally they link up, to help with cost visualization, but ultimately they send your suppliers your usage data and your supplier then bills you and visualizes this in usage pages online. 

 

To confirm your prices and plan: https://account.ovoenergy.com/plan

 

To see your smart meter usage and smart meter costs: https://account.ovoenergy.com/usage

 

I’d recommend waiting a few days to give your smart meter a chance to be sent the updated tariff. To repeat, it won’t affect your charges. 

IHD not showing correct tariff. Switched off as advised removed battery and replaced but still not correct tariff. Contacted ovo said will send new one but none in stock 

Hi , I've had my smart meter for around 5 years, when it was with SSE it was fine , since they moved me to ovo around 11 months ago it doesn't seem right. I've noticed the daily charge is different to the total cost on the app, I understand this is because daily standing charge and vat are added on, but also every day a extra 80 pence more seems to be taken off my balance. This is mind boggling.

Hi @Nananne 

It’s actually a much easier fix. Simply ask the Support Team to run the SMETS Command Update Tariff Configuration against both meters.

Hey @Discoman ,

Chances are the fix is really simple - please ask the Support Team to run the SMETS Command Update Tariff Configuration against both meters.

Could you also show us photos of what you’re seeing please? Make sure to remove personal info like your account number, MPAN/MPRN and address as this is a public forum.

Hi ..

Can anyone tell me if my SMART meter will update itself with the new tariff prices?  Will it do this automatically or do I need to ask OVO to make the changes.,  Virtually impossible to speak to a human being at OVO at the moment, even their WhatsApp system does not  seem to be working.

Howdy @Ian01 !

It should do. If it doesn’t seem to budge, try asking the Support Team to run the SMETS Command Update Tariff Configuration which should force the updates through.

Thanks - I will do that!

I am on prepayment with OvO/Boost.

As per the title, my smart meter has not updated to Octobers tariffs, I am still on Aprils tariffs.

I have spend many many MANY hours in calls or webchat over the past month and have gotten no where. I have been told differnet things by different people and am banging my head on a brick wall.

I am sick of being told, ‘ we will do ----------- please wait 10 working days’  ‘Someone will be in touch with you, please wait 10 working days’ and nothing changes, nothing gets fixed and no one gets in touch..

My last conversation today was that they couldn’t read my neter and that my ‘balance’ was incorrect. When I asked how he knew what my balance was if he couldn’t read my meter, he said ‘ we are not talking about balance’

I was send an email with questions about my meter etc which I have filled in. but I suspect this is yet another brick wall I will be hitting my head on.

Both the WAN & HAN lights flash green every 5 seconds, and I have excellent 4g signal next to my meter.

On top of that despite being on a SMETS2 meter I am recieving vouchers for my £66 and the app has not updated my balance since 19th August!!

Can anyone shed some light??

Please post photos of the meters. We’ll try to help figure this out

Hi @RHewitson

I would also try one of the 3rd party apps to see if they can see your usage information

https://hugoenergyapp.co.uk/

https://loop.homes/

https://play.google.com/store/apps/details?id=uk.co.hildebrand.brightionic

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