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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

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C
Newcomer
ChristinaH
Newcomer
November 20, 2024

Can anyone tell me why the app shows my balance much higher than the smart meter? I’m aware it takes a snapshot at midnight,  and I know energy prices are high but I’m pretty sure I didn’t use over £50 worth overnight! App showed £69 when I went to top up today but meter only showed £10 and smart meter was nowhere near £69 yesterday anyway. 

BPLightlog
Super User
BPLightlogSuper User
Super User
November 21, 2024

Are you talking about the smart meter ​@ChristinaH or the in home display (IHD)?


Of course, there is also a delay in any usage accounted for so ‘yesterday's’ usage might not be fully accounted for until the next day

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    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    November 21, 2024

    You’re billed based on the meter readings from the smart meter themselves so the correct balance (if we’re getting readings through) will be on the online account. 

    Your in home display may be showing incorrect rates or might not be communicating with the meters. BPLightlog has given some helpful advice here. 
     

    Are you talking about the smart meter ​@ChristinaH or the in home display (IHD)?

    If it’s the IHD, that can often have incorrect pricing and is not used for billing. Billing is taken from your actual meter readings and your pricing from your plan


    This topic may have some helpful advice ​@ChristinaH 

    ​​​​​

     

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    C
    Newcomer
    ChristinaH
    Newcomer
    November 21, 2024

    Sorry yes meant IHD unit. I am pre-pay and know that the IHD display only showed about £11 on Tuesday so when I went to top up yesterday, I was surprised the app balance was much higher at £69 but today the app and IHD tally so I guess just an off day on the app yesterday. Thanks for replying 😊. 

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    November 22, 2024

    No problem. I’m glad it’s all sorted now ​@ChristinaH 😃

    We have a pay as you go topic hub which may help with any future questions you have.

     

    Have a lovely weekend!
     

     

    Useful links:

     

    OVO Help Pay As You Go

     

    For OVO Pay As You Go customers with a smart meter, here’s the online top up portal page. 

     

    For OVO Pay As You Go customers with a smart meter, here’s a link to download our app for Android. 

     

    For OVO Pay As You Go customers with a smart meter, here’s a link to download our app for Apple. 

     

     

    How to get in contact about my OVO Pay As You Go account
     

    • The best way to get in touch with us is via chat here. Just click the green chat icon on the bottom right of your screen. We’re here to help anytime from 8am to 8pm Monday to Friday and 9am to 5pm on Saturday and Sunday.
    • Or call us on 0330 175 9669 - Opening hours: Mon-Thu 8am to 8pm, Friday 8am to 6pm, Sat-Sun 8am to 5pm.
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    M
    Newcomer
    Marty666
    Newcomer
    January 4, 2025

    Am on pay as you go meter since price cap change jan 1st ,appear to have been an am being charged for daily standing charge and no usage. Am stage 4 terminal cancer sufferer and have been trying to get answers. Advised ovo by their chat this morning but they say everything is fine. Any idea what I do next?

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    January 4, 2025

    Hi ​@Marty666 ,

    Sounds like there might be a meter fault. Can you post photos of the meter real quick?

    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!
    M
    Newcomer
    Marty666
    Newcomer
    January 4, 2025

    Apologies,  I have stage 4 cancer and was taken ill, had to go back to bed. I had a response back from OVo.and they are investigating. The meter is communicating with them and usage is being recorded. 2 pictures I sent prove that and also only the daily charge was charged. All this started when the the jan 1st price cap came in. 

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    January 4, 2025

    Gotcha, if OVO’s already investigating then it should be sorted sooner or later.

    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!
    Abby_OVO
    Community Manager
    Abby_OVO
    Community Manager
    January 6, 2025

    Hi ​@Marty666 

     

    I’m really sorry to hear of everything you’re going through at the moment. 

     

    As Blastoise has mentioned, if it’s been raised with the team they should be investigating this. If you don’t hear from them again soon or make no further progress, do  pop back to us at the Forum and we’ll see what we can do further to help here.

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