I have a SMETS1 Aclara Smart Meter- It's showing usually high figures on my In Home Display?

I have checked my recent payments on the meter and they are stating I top up £300, when I only Top-Up £30 ??

the worry is that I have used £57 in 2 days?

This must be a smart meter display  problem. I originally had £33 credit on the electric on Sunday.  Despite a huge credit going on of nearly £300  on Sunday night, I never added, the actually electric meter is showing the correct credit. It says I’ve used around £5. My display says I’ve used £48 in same time period. I’ve tried rebooting the display, taking the battery out etc but it is not correcting.  I worry when the £67 goes on it will be even worse. I need the display working as the meter is hard to get to.

I’ve just had a text to say unusual amounts on my IHD are a temporary glitch and the correct balance is shown on my meter and top ups are not affected.  I assume this will be corrected at some point but it is good to know that my electric is not going to be £25 plus a day!

Does anyone else find it next to impossible to get any sort of reply from ovo, be it chat or phone. My ihd is not working and the only way to sort it is to go to a new supplier

I get a reply try Fb messenger.  They are still *Edited by Mod* though 

I’ve been trying for months to get an answer to why I haven’t received any Feed in Tariff  payments this year from ovo.. 6 phone calls and 3 emails later and still no answers, help or anything whatsoever ever.

I got so frustrated yesterday I asked to speak to complaints department.. after 20 mins on hold, the customer service agent got through, came back to me and said the complaints department refused to accept my call and for the customer service agent to “deal” with it. 
 

I’ve now had to go to the ombudsman as I refuse to waste any more time trying to get any kind of assistance  from this company. 

Hi @tomf1265 

Sorry for the issues you’re having.

It’s true our customer-facing channels are really busy at the moment. We are receiving high levels of contact at the moment due in a large part to the recently announced Energy Price Guarantee and the first payments of the Energy Bills Support Scheme. 

You can contact Support through our social media channels as well as web messenger and phone. 

Is your query anything that we can help with on the Forum? Our community members have lots of really helpful advice and we have tons of resources available about In Home Displays (IHDs).

Hope this helps. 

Emmanuelle, I finally got a response was asked for My phone number and ovo did not even bother to call me back.so my next move is to switch supplier, what a terrible organisation ovo is

Hi @tomf1265,

I’m really sorry to hear that.

Are the issues with your In Home Display only something Support could help with? If you give us some more information about the problem I'm sure me and some of our other community members can offer some advice. 

We have tons of resources available about all things smart related:

I’d advise responding the the below questions and forwarding your responses to Support if you haven’t done so already. This will help them diagnose the issue. 

1. Does the device show a correct time and date?

2. Is the WiFi symbol solid/flashing/not there?

3. Could you confirm the Device ID? (Long ID number on the bottom of device)

4. How far away from your electricity meter do you store your IHD? Are there any walls in between that could be blocking the signal?

5. What is the issue with your IHD? E.g. not showing electricity/gas usage, displays incorrect tariff, device is rebooting itself?

6. Please confirm if your device is an IHD3 (black all over) or IHD6 (black on the front and white on the back)

7. If your IHD is showing incorrect rates: what rates does your IHD currently show? Are the rates shown on the IHD higher or lower than your actual rates?

If you would like to find out about our Complaint Procedure there is more information on our website. 

Hope this helps.