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MickG
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October 7, 2018
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Why is the tariff rate on my smart meter and Chameleon In Home Display (IHD) wrong?

  • October 7, 2018
  • 69 replies
  • 13195 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 25/08/26 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.

 

*The government is cutting VAT on household electricity prices from 1 October 2026 to help with the cost of living. So this issue should be irradicated in regards to VAT causing such a discrepancy, so if you spot one, please do reach out to the Support Team. 

 


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!

 

69 replies

Show previous replies
Blastoise186
Super User
Blastoise186Super User
Super User
October 25, 2022

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.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    I
    Newcomer
    Ian01
    Newcomer
    October 25, 2022

    Thanks - I will do that!

      R
      Newcomer
      RHewitson
      Newcomer
      November 22, 2022

      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??

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      November 22, 2022

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

      Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
        Jeffus
        Rank 20
        Jeffus
        Rank 20
        November 22, 2022

        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

        R
        Newcomer
        RHewitson
        Newcomer
        November 22, 2022

         

        Thank you. 

         

          R
          Newcomer
          RHewitson
          Newcomer
          November 22, 2022

          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

          I have tried those they only show upto 19th August when my app stopped working.

            Blastoise186
            Super User
            Blastoise186Super User
            Super User
            November 22, 2022

            Ok… That’s unusual…

            Let me think about this for a bit. I’ll be back!

            Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
            Jeffus
            Rank 20
            Jeffus
            Rank 20
            November 22, 2022

            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

            I have tried those they only show upto 19th August when my app stopped working.

            Hi @RHewitson

            I assume you checked this

            https://smartmetercheck.citizensadvice.org.uk/

            Also

            Do these pages stop smart meter readings on 19th? This is different data to the 3rd party apps. The 3rd party apps aren't allowed to access meter readings only usage. 

            https://account.ovoenergy.com/meter-readings/history/electricity

            https://account.ovoenergy.com/meter-readings/history/gas

            R
            Newcomer
            RHewitson
            Newcomer
            November 22, 2022

            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

            I have tried those they only show upto 19th August when my app stopped working.

            Hi @RHewitson

            I assume you checked this

            https://smartmetercheck.citizensadvice.org.uk/

            Also

            Do these pages stop smart meter readings on 19th? This is different data to the 3rd party apps. The 3rd party apps aren't allowed to access meter readings only usage. 

            https://account.ovoenergy.com/meter-readings/history/electricity

            https://account.ovoenergy.com/meter-readings/history/gas

             

             

            I just checked the citizensadvise link. this is the result.

             

            Show more replies
            Terms & ConditionsAccessibility statement

            OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

            OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

            OVO (S) Gas Limited is part of OVO Group Ltd