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MickG
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October 7, 2018
Solved

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
Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
November 23, 2022

Hey @RHewitson,

 

Really sorry to hear this,

 

If you feel you’ve not had the support you need and your issue is on-going. You can find out more about the Boost Energy complaint procedure here. 

Renewable Energy? Big Fan.
M
Newcomer
Measurer
Newcomer
December 5, 2022

Does the remote display display accurate information particularly on tariffs?   Query dated 05/12/2022

Blastoise186
Super User
Blastoise186Super User
Super User
December 5, 2022

Hey @Measurer ,

I’m not quite sure what you’re asking here. But if it’s what I think it is, then yes. The IHD should show the correct tariff. If it doesn’t, the SMETS Command Update Tariff Configuration usually fixes it.

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!
    S
    Newcomer
    skb
    Newcomer
    January 5, 2023

    My Tariff is showing as 32.136p/kwh on my smart meter when it should be 9.95p/kwh and i have tried to contact OVO via messages for over 5 hours today with no luck 

    BPLightlog
    Super User
    BPLightlogSuper User
    Super User
    January 5, 2023

    If this is on your IHD (in home display) it should not affect your charges. As long as your plan has the correct figures, it’s those and your actual meter readings that count. I know it’s a pain if the IHD is wrong though

    Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
      E
      Rank 3
      Emmywoo
      Rank 3
      January 20, 2023

      Hey all. I've just had new smart meters installed on a credit based account from Boost (prepayment hell scape). I've not yet had contact to set up an account with Ovo as it happened a few days ago. One thing I'm curious about is the tarrif seems backwards - so 30+p/kwh for gas and 14p/ kwh for electric. The IHD seems incorrect. Has anyone experienced this and is it an easy fix with Ovo? (Once an account is set up). 

       

       

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      January 20, 2023

      Hey @Emmywoo ,

      If you’re currently migrating from Boost → OVO I’d recommend not trying to fix this just yet. If you haven’t yet made the request to migrate over, please let the Boost Support Team know you want to switch to OVO Pay Monthly and they can get the ball rolling for you.

      Once you’re on OVO properly, the rates should get updated automatically. But if not, the SMETS Command Update Tariff Configuration can force the change through and the Support Team can ping that off for you.

      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!
        E
        Rank 3
        Emmywoo
        Rank 3
        January 20, 2023

        Thanks for the advice. Amazingly detailed and straightforward 😀  

        S
        Newcomer
        stuomac88
        Newcomer
        January 21, 2023

        I am an SSE customer but have received zero help so thought I would try posting here. Since the start of the new year, my IHD does not display any usage for electricity - just 55p each which is the standing charge. Shows full signal and connections but having looked through everything on the device I found that the tariff unit rate for electricity is set to £0.00p. The display always showed my usage correctly prior to this. All I get from SSE is unplug the unit and plug back in closer to your meter. Tried this and it does nothing. That is the only “help” I have been offered by about 7 or 8 different people. The customer service is non existent and I need my IHD working correctly so I can manage my usage properly. Can anyone help or suggest what to do next? Many thanks in advance 😊

        Emmanuelle_OVO
        Retired Moderator
        Emmanuelle_OVO
        Retired Moderator
        January 23, 2023

        Hey @stuomac88,

         

        Sorry for the issues you’re having,

         

        If you were an OVO customer I'd first get you to check that meter readings are coming through via your online account:

         

         

        The following tutorials may be helpful to you:

         

         

        Please ensure the IHD is plugged in as near as possible to the meters. 

         

        Hope this helps. 

        Renewable Energy? Big Fan.
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