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

Hi, can confirm OVO have fixed the fault and re pinged the display with the new price details. All working fine now. Really great customer service from OVO.

Nice one, thanks for letting us know!

If ya need us for anything else, you know where to find us. :)

Hey ​@Marty666 

Thanks for the update, I’m really glad the team were able to get that sorted for you no problem and the service went smoothly. Really glad to hear that.😊

Every time the price cap changes, my IHD fails to update the pricing it is using, and so the on-screen value is incorrect. I don’t always get onto it straight away but when I do eventually get to it I have to fight with online support for ages, when I already know what needs doing to fix it. They just need to send a tariff refresh message to the smart meter.

If I go through online chat for support, they seem to be completely unaware of the possibilities to fix this relatively common issue. And I have to argue with them for hours to get them to fix it. I’ve done it three times now over the last couple of years. The third one, today, was a failure. They basically cut me off after doing an IHD remote reboot (which I know for a fact will not fix it; can explain how I know if anyone needs to know that).

Am I even talking to the right people using online chat? They seem like they don’t really have much knowledge about the system they are supporting, and it’s very hard to get them to do anything other than follow a basic script. If that fails they just find a way to end the chat and you’re left high and dry.

Is there a UK contact I can use for stuff like this? It’s a simple tariff refresh request as far as I can tell. Nothing more than that.

Hi ​@ric355 and thanks for your post. I hope you’re well.

I’m sorry to hear that the IHD tariff update is often delayed. This is unfortunately an issue across the whole industry. When a tariff is changed the IHD should update automatically, however this can often take weeks to happen. 

My advice is, next time this happens, to send an email to customer services via hello@ovoenergy.com. In the email say something like:

Since the price change my IHD is not showing the new rates. Please could you run the SMETS2 command ‘update tariff configuration’ via the bol platform, as this will fix the issue.

If you send this email any of our advisors should be able to pick this up and get it sorted for you.

My recommendation is, if the advisor says it can’t be done, or does something incorrectly, to then raise a complaint. You can then refer back to this complaint if the same issue happens again.