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IHD showing £0 for gas?

Forum|Forum|2 years ago
November 30, 2023
27 replies
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Got up this morning to find my smart meter gas reading was not showing. Heating been on all day but total on IHD is zero. Checked readings on my account but also no readings. Electricity is fine. Will this fix itself or do I have to contact Ovo?

Best answer by Jeffus

Updated on 04/04/25 by Ben_OVO

If your IHD isn’t showing usage for electricity or gas, or both, the first steps is to check your online account or app to see if the readings are being sent to us by your smart meter. If so, the reads will be displayed as ‘smart meter readings’. If all the readings show as estimated, then your meters may not be working, and you’ll need to send a smart meter health check to our Support Team (see below).

If you can see the meter(s) are sending reads, then the issue may be with the IHD itself. In this scenario, contact our Support Team who’ll be able to try and fix the IHD remotely, and send you a new IHD if this isn’t possible. You can find some IHD troubleshooting steps on our website here.

Hi @Scotia121

As it looks like gas readings may be getting to your IHD

Try asking ovo to issue the SMETS command Update Tariff Configuration.

This should force a refresh of the tariff data on the smart meter and IHD.

Just remember the gas readings on your IHD get update every 30min at best unlike electricity which is circa 10 seconds. You may already know that of course.

You could look at this page to check if ovo are getting 30min data

https://account.ovoenergy.com/usage?datePeriod=daily&unit=kwh

There is a user guide for your device in case it is useful

https://www.ovobyus.com/m/2aa24b603326973d/original/1588ovo-ihdguide2020-11-11digital.pdf

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Scotia121Author

Rank 4

Well rang Ovo last week. The guy on the phone went off and did something and assured me it would start communicating within 24-48 hours. It didn't. Rang them again yesterday and was told I would have to wait 31 days before they could book someone to come out and look at it. This was a replacement meter just this year as the previous one lasted barely 10 months before dying completely. After numerous failed appointments I had to get the Ombudsman involved so I have zero confidence that any appointment will be honoured. I was also told yesterday that it would probably reset itself. I doubt very much that will happen. So despite having a "smart" meter it's back to manual readings.

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Scotia121Author

Rank 4

So this morning reading still at zero. I'll go out shortly and check it again to make sure it's still active. Do I now contact Ovo? Jeezo these meters have been nothing but a pain since they were installed.

Are you still having an issue @Scotia121 ?

Yes. See my comment below Jeffus.

Jeffus

Rank 20

Well rang Ovo last week. The guy on the phone went off and did something and assured me it would start communicating within 24-48 hours. It didn't. Rang them again yesterday and was told I would have to wait 31 days before they could book someone to come out and look at it. This was a replacement meter just this year as the previous one lasted barely 10 months before dying completely. After numerous failed appointments I had to get the Ombudsman involved so I have zero confidence that any appointment will be honoured. I was also told yesterday that it would probably reset itself. I doubt very much that will happen. So despite having a "smart" meter it's back to manual readings.

Am not surprised.

There have been a few posters commenting on appointments only being available for next year since November.

Emmanuelle_OVO

Retired Moderator

Hey @Scotia121,

Sorry for the issues you’re having,

First off the smart metering team will attempt to fix the issues with the smart meter remotely, if they’re unable to do so, the engineer appointment will go ahead.

Renewable Energy? Big Fan.

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Scotia121Author

Rank 4

Hey @Scotia121,

Sorry for the issues you’re having,

First off the smart metering team will attempt to fix the issues with the smart meter remotely, if they’re unable to do so, the engineer appointment will go ahead.

Went out to get a meter reading. Back inside I see that the meter info button on the IHD is actually recording the reading. It was the same as the reading on the outside meter. Logged into Ovo account and I see they had readings starting from 11th December. All well and good. However, the IHD is still showing zero! I have no idea what this means. Is there a quick fix?

BPLightlog

Super User

If your readings are getting through things sound like they’re becoming more normal. Which bit is still showing zero? For electric, gas, both?

Which IHD do you have ?

Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}

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Scotia121Author

Rank 4

If your readings are getting through things sound like they’re becoming more normal. Which bit is still showing zero? For electric, gas, both?

Which IHD do you have ?

Electric has never been an issue. It's always worked fine. Not sure which IHD but think it is 2nd generation. Couple of pics to what it's showing.

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Scotia121Author

Rank 4

If your readings are getting through things sound like they’re becoming more normal. Which bit is still showing zero? For electric, gas, both?

Which IHD do you have ?

Electric has never been an issue. It's always worked fine. Not sure which IHD but think it is 2nd generation. Couple of pics to what it's showing.

So I can see the readings in that part but not the costs on the home screen. Sorry second pic a bit blurry. This is a clearer one.

JeffusSolved

Rank 20

Updated on 04/04/25 by Ben_OVO

If your IHD isn’t showing usage for electricity or gas, or both, the first steps is to check your online account or app to see if the readings are being sent to us by your smart meter. If so, the reads will be displayed as ‘smart meter readings’. If all the readings show as estimated, then your meters may not be working, and you’ll need to send a smart meter health check to our Support Team (see below).

If you can see the meter(s) are sending reads, then the issue may be with the IHD itself. In this scenario, contact our Support Team who’ll be able to try and fix the IHD remotely, and send you a new IHD if this isn’t possible. You can find some IHD troubleshooting steps on our website here.

Hi @Scotia121

As it looks like gas readings may be getting to your IHD

Try asking ovo to issue the SMETS command Update Tariff Configuration.

This should force a refresh of the tariff data on the smart meter and IHD.

Just remember the gas readings on your IHD get update every 30min at best unlike electricity which is circa 10 seconds. You may already know that of course.

You could look at this page to check if ovo are getting 30min data

https://account.ovoenergy.com/usage?datePeriod=daily&unit=kwh