Since moving to OVO from EDF on Jan 5th, the Geo Trio II IHD supplied by EDF will not connect to the SMETS2 smart meter also supplied by EDF.
Even after resetting, it just sits there and say trying to connect. There appears to be a strong 5 bar WiFi signal and the IHD is less than 2 metres from the smart meter with no obstructions in between.
When I look at the IHD the screen says
Meter Network Not Connected
Status 22-0
Not connected to meter network. If the problem persists, please contact your supplier.
I have contacted OVO support and answered their initial questions but they also suggest seeking help here on the forum.
This question in particular may be helpful if you’re seeing a similar error message.
Why is my Geo IHD only showing one fuel? (ie no gas or electricity data)?
The IHD should show both gas and electricity info, if the smart meter network is telling it there are two meters present. If you’re missing gas or electricity, please reach out to our Support Team. Again they may recommend a ‘smart meter health check’. You can do these checks in advance: for SMETS1 this is here, and SMETS2 this is here.
If neither gas or electricity are showing on the IHD, try unplugging and plugging back in the device. If there’s no change, it might be an issue with the device. First we’d want to check everything is set up OK internally, so please reach out to our Support Team to get this checked.
kevinmcintyre09 wrote:
I am the product manager for geo’s IHDs, but only speaking in a personal capacity. So here to try and help too with smart meter stuff generally, and obviously anything to do with our IHDs
Welcome to the OVO online community, @kevinmcintyre09 - very nice to have another IHD expert on board!
kevinmcintyre09 wrote:
The older devices that support only SMETS1 of course would not work, but if they are enrolled and adopted into the DCC’s cloud, then any IHD already paired to them will still work. It is my understanding that a utility can pair a new device as long it supports SMETS1. The enrolment and adoption of SMETS1 meters means they look like SMETS2 to the DCC, but are under the hood still a SMETS1 meter.
Regards Ovo supporting devices that churn in, the DCC, BEIS and others are trying to help utilities in supporting IHDs that churn in by collating all the user manuals and guides. This is work in progress. SmartMe’s website already has many- https://www.smartme.co.uk/documents.html
In short, OVO Energy provide Chameleon IHD6s, and support the Pipit IHD, and the Chameleon IHD3, mainly for the Secure Liberty S1 smart meters. But as Kevin mentions, if you have an S2 smart meter, (or an S1 meter that is enrolled and adopted into the DCC’s cloud (in other words made into an S2), with a Geo IHD provided by a previous supplier, it will continue to work and we are able to support the re-pairing of these devices to the meter if needed. Our Support team are on hand to help.
Interesting news on improvements being made in this area though, as it will obviously reduce the need to issue a new device anytime someone switches supplier.
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Can someone please help I’ve had nothing but trouble with in home monitor I’ve phoned up loads of times but still no help OVO sent me a new geo IHM and I phoned up to be told I had to leave it for 2 days to update but even though it’s been over 2 days it’s still not working all it’s saying is connecting to smart meter and then not commission
Thank you very much the only reason they sent me another monitor was because my old one was showing correct electrical usage but gas usage was saying £24 a day and when I phoned them they said I’d only used £3 and I was so frightened to put my gas heating on
I received my new Geo IHD today. It is plugged in and I have been on hold to OVO for over 45 minutes trying to get it paired with my smart meter. Apparently it can take an hour! What has the experience been for others?
I have a flag on my account that diverts me to a different team. They tend to answer in around 20 seconds on average. However, it also means I can’t measure response times for the main queue
We’ve had a working Geo Trio II UHD for a couple of years or so and it occassionally drops its connection to the smart meters but after an hour or so it reconnects and all is well. However, on Christmas Eve I needed to replace a damaged electrical socket and had to turn the the ring main off to facilitate this. Since then the IHD WILL NOT connect, It’s now been two weeks and still will not connect. I have restarted numerous times, including power cycling by removing the batteries and power for twenty minutes, I have tried resetting the IHD using the internal reset options but to no avail. At one point I came across a display that said it wasn’t receiving data from the smart meters but I’ve been unable to find that again.
Hope someone can help as on the verge of changing back to original supplier as OVO seem unable to fix issue with IHD not showing gas readings. The electric is working fine with no issue and it is just gas with error code 29-6.
I have SMET2 smart meter
Can anyone help before I need to look at switch back to Octopus.
forgot to mention, smart readings are working fine back to OVO billing when are updated correctly everyday. this issue just seems to be the IHD and Gas
This message was posted on behalf of @Blastoise186 by his experimental BlastoiseLabs system.
Please hang in there for a bit, your friendly local neighbourhood Blastoise will be along shortly but the code 29-6 might be fixable if you reboot the IHD. To do that, power the device off completely by removing both the batteries and the power cable for five minutes. then power it back up.
If that doesn’t work, the Comms Hub probably needs a reboot - OVO can request this but it takes a while because DCC isn’t the fastest thing in the world at getting stuff done.
If you’re unsure about anything, please reply to this thread and I’ll summon my master.
Only DCC can remotely reboot a Comms Hub - Suppliers like OVO can’t do that as they don’t have permission. OVO can put a request in to ask DCC to do it on their behalf though. With that being said… My notes do say to Power Cycle the Comms Hub, so it may need to be done on-site.
I don’t work for OVO myself, but you can use the discussion here to make things easier when you contact OVO Support. Best option is to Live Chat via https://ovoenergy.com/help and provide the agent with a link to this thread.
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