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.
OVO member but not got a smart meter yet? - Book today!
I’m not panicking, just annoyed that there doesn’t seem to be an obvious way to force a connection.
I’ll try an include more images but what it’s displaying is ‘Meter network not connected Status: 23-1, Electricity meter not connected Status: 28-2 and Gas meter not connected Status: 29-2.
Thanks, that helps a TON. This sounds like a Comms Hub issue so the first thing I’d do is ask OVO to request a Comms Hub reboot as it may have crashed somehow. It’s best done via Live Chat at https://ovoenergy.com/help - make sure to reference this thread too.
If that fails, an engineer will probably need to Power Cycle the Comms Hub in-person.
However… @Chris_OVO can you get this flagged please? There seems to be a sudden spike of this exact issue and I’m wondering if something’s gone terribly wrong somewhere.
Sorry to hear about the issues you’ve been having.
I’m glad to see thought that one of our volunteers has already stopped by with some really helpful advice. Let us know how you get on with the Support Team, they should be able to help get this fixed as Blastoise186 has mentioned.
Sorry to hear about the issues you’ve been having. I would suggest contacting the Support Team so they can attempt to fix the issue remotely as Blastoise has mentioned.
@Blastoise186 it’s me today, but I shall do just the same and raise this.
If I have anything to update on the situation, if any, I’ll pop back on the thread.
I’m glad to hear the team are looking into this one directly for you. Hopefully they can get to the bottom of the issue, do keep us updated with how you get on.
It is now the 16th of January and my IHD display hadn’t changed - until this morning, when the display showed ‘Connected to smart meter, awaiting data’ An hour later it was all back up and running!
Well done to whatever group sorted it, I had been told that OVO would have to come out and manually reset the smart meter. obviously that will be no longer necessary.
Hi, I am having the same problem with my Home Hub, and the same errors codes as shown in the pictures on page 4 i.e. 23.1, 28.2 and 29.2.
This only started when my Gas Meter was fitted on the 7th Oct 24 and was only commissioned on the 16th Jan 25 long story. Oh my Gas account is not with OVO, its with EDF!!!!
I did go through the Web Chat on the OVO website, and the Agent was only going to send me a New Home display, because, the issue could be that your in home display is not updating because your meter readings are currently showing meter readings on our system”
So where do I go from here, wait for the new Home display, which is on backorder, or try once again to get the Comms Hub rebooted.
The Forum Moderators don’t tend to get involved in that way I’m afraid - they only do it at their discretion for seriously difficult cases and I don’t think this qualifies as one, apologies.
There are no other OVO Staff on the Forum who you’re able to reach out to either I’m afraid. They’ve all been instructed to not respond to messages from other users.
You can however, absolutely fling this thread at OVO Support and ask them to review it. Let the agent know you spoke to me, give them a link to this thread and they’ll do the rest. Make sure to tell them your Forum username too, so they know what to look for!
Looks like it’s back to square one, Waited the 24 hours with IHD off, switched on, came up with the follow screens see attached photos;
The System Status screen is the only screen I can get any information from i.e. the photos above, as all other menus are grayed out. Still shows error codes 23.1, and 28.2 (Gas) 29,2 (Electricity)
I will contact OVO staff to see where I go from here.
Update, the replacement IHD arrived this morning, I plugged it in and after reading the enclosed instructions, it states that within 9 days of sending your device, we’ll remotely connect your IHD to your electricity and gas smart meters.
At the moment the IHD is showing “Connecting to smart meter…..” and then “Not commissioned.”
Furthermore, it does state if your IHD isn’t showing all meter information within 6 days of turning it on I need to contact OVO.
Once again, wait and see, if this solves the problem I have been having.
I’m glad to hear the replacement arrived and you’ve got it setup. It’ll take a few days to configure and pull through the meter information. If it doesn’t show by the end of the week then reach out to our Support Team and they can try and get it working for you on our end.
The replacement IHD is up and running with only the Electricity showing data from the meter. The gas is another story, as I have it with another supplier and OVO are unable to do anything about it. With that I am going to get on to the Gas supplier and see if they can either marry it up on their side, or send me a IHD from them.
Not holding my breath. I have it this way because I get a better deal with separate supplies, than with one sole supplier.
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