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William1066
Rank 1
August 31, 2021
Solved

In Home Display (IHD) not working since SMETS1 smart meters enrolled onto DCC - when is industry fix coming?

  • August 31, 2021
  • 17 replies
  • 862 views

My S1 meter has been enrolled onto the S2 database. This meant my In Home Display stopped working. I have been told that this is an industry issue. When do we think this might be fixed and what do I need to do?

    Best answer by Jess_OVO

    Updated on 16/06/23 by Emmanuelle_OVO

    We’ve checked this one with the team and updated the advice given on our enrolment FAQS here:

     

    Will I notice any changes to the information shown on my In Home Display (IHD) once my meters have been updated?

     

    An issue has been identified with Secure SMETS1 electric smart meters and Chameleon IHDs where the IHD will show either blank tariff and price information or a series of garbled pixels on the screen. If you’re seeing this and your Secure smart meter have recently been enrolled on the systems of the DCC, please be advised that the tariff is correct on the meter and you’ll be charged the correct amount on your monthly summaries. 

     

    The problem has been fixed for all future migrations and the team are working on a fix for any members experiencing this who have already been migrated. They are expecting all devices and meters that have sufficient signal and communication with us to have this fix put in place by the 8th September. In the meantime we’d recommend checking the usage pages of your online account which will show the accurate usage costs.

     

    Occasionally you may notice the information for one fuel (ie either the gas or electricity) may be incorrect or not available - this may indicate that one of your meters has gone through the enrolment process but we’re still waiting on updating the other meter. In this case it’s worth checking the ‘meter readings’ page of your online account - you’ll still be able to provide meter readings manually for the meter which is yet to be updated.

     

    If your issue isn’t the same as what’s been described above, see our smart meter health check guide and the Chameleon IHD guide for more trouble-shooting advice.

    17 replies

    Tim_OVO
    OVO Staff
    Tim_OVO
    OVO Forum Legend
    August 31, 2021

    Great post, @William1066 

     

    As you mention there‘s a known issue with the information shown on your In-Home Display (IHD) affecting multiple customers and suppliers following the upgrade of your meters onto the Data Communication Company (DCC) network. Now we have a main topic thread (this one) to keep up to date with the latest. 

     

    Let me see what the latest is with this issue, and I’ll get back to you with an update. In the meantime, if anyone seeing this thinks they might be affected, please be advised there’s several reasons for why your smart meter or in home display may be out of communication or not showing the info you expect. 

     

    See this smart meter health check for SMETS1, this one for SMETS2, and these In Home Display model guides for you to confirm what’s happened with your device:

     

    SMETS1 Pipit In Home Display (IHD) guide - here

     

    SMETS1 Chameleon In Home Display (IHD) guide - here

     

    SMETS2 In Home Display (IHD) guide - here

     

    In most cases you can work out the cause of the issue yourself or via our Support Team - if you are affected by this issue, keep an eye on this thread for the latest! 

     

    Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
      W
      Rank 1
      William1066Author
      Rank 1
      September 1, 2021

      Thanks Tim

        Jess_OVO
        OVO Staff
        Jess_OVOSolved
        OVO Staff
        September 1, 2021

        Updated on 16/06/23 by Emmanuelle_OVO

        We’ve checked this one with the team and updated the advice given on our enrolment FAQS here:

         

        Will I notice any changes to the information shown on my In Home Display (IHD) once my meters have been updated?

         

        An issue has been identified with Secure SMETS1 electric smart meters and Chameleon IHDs where the IHD will show either blank tariff and price information or a series of garbled pixels on the screen. If you’re seeing this and your Secure smart meter have recently been enrolled on the systems of the DCC, please be advised that the tariff is correct on the meter and you’ll be charged the correct amount on your monthly summaries. 

         

        The problem has been fixed for all future migrations and the team are working on a fix for any members experiencing this who have already been migrated. They are expecting all devices and meters that have sufficient signal and communication with us to have this fix put in place by the 8th September. In the meantime we’d recommend checking the usage pages of your online account which will show the accurate usage costs.

         

        Occasionally you may notice the information for one fuel (ie either the gas or electricity) may be incorrect or not available - this may indicate that one of your meters has gone through the enrolment process but we’re still waiting on updating the other meter. In this case it’s worth checking the ‘meter readings’ page of your online account - you’ll still be able to provide meter readings manually for the meter which is yet to be updated.

         

        If your issue isn’t the same as what’s been described above, see our smart meter health check guide and the Chameleon IHD guide for more trouble-shooting advice.

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          J
          Rank 2
          jondoh
          Rank 2
          October 5, 2022

          Back on 17  April OVO upgraded my SMT1 to SMT2 without telling me. When I lost the use of my IHD I called OVO on 2¾ who told me I would get a new IHD, but no stock so I would have to wait a while. Now after more time following this up, I’m told there is no IHD which will now work with my meter “but I can always check my account online” very helpful…

           

          Anyone found a solution, or know when this will get fixed?

          Blastoise186
          Super User
          Blastoise186Super User
          Super User
          October 5, 2022

          Hey @jondoh ,

          I can help with this but I need you to do one quick check for me. Please can you run your meters through this tool and tell me the results? https://smartmetercheck.citizensadvice.org.uk/

          Once I’ve got that, I’ll be able to recommend options.

          Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
          J
          Rank 2
          jondoh
          Rank 2
          October 5, 2022

          thanks. It confirms my meter’s working in Smart Mode

          Blastoise186
          Super User
          Blastoise186Super User
          Super User
          October 5, 2022

          Perfecto! That’s exactly what I was hoping to hear. :)

          In that case, I’ve got all your options documented in one of my guides. :D

           

          Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
          M
          Newcomer
          meldrewreborn
          Newcomer
          October 5, 2022

          @Blastoise186 

          But surely OVO are under an obligation to supply an in home display.  

          its one of the requirements of the retail energy code.: from their quarterly reports

          QUESTION 2: WERE YOU OFFERED AN IN-HOME DISPLAY? Your energy supplier should offer you an In-Home Display (IHD) when your smart meter is installed. IHDs are hand-held devices which show near real-time information about how much energy is being used, and what it costs in pounds and pence. IHDs also have other helpful features, like showing how much energy was used in the recent past. With this information, you can easily understand what energy you are using, and how you might make changes to use less and save money on your bills.

           

          I suggest a formal complaint.

           

          Eon and EDF customer. Don't think smart meters are worth the expense.
          Blastoise186
          Super User
          Blastoise186Super User
          Super User
          October 5, 2022

          That’s true for when the meters are first installed, but not as a result of Enrolment & Adoption to DCC, which is what this situation sounds like.

          Most IHDs are supposed to keep working post migration, but some just flatline choke and break.

          Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
          M
          Newcomer
          meldrewreborn
          Newcomer
          October 5, 2022

          @Blastoise186 

           

          I still think its worthy of a complaint.  Its also a breach of the retail energy code to change a meter without telling the customer first.  And we’ve gone from a working system to a non-working one.  also the engineer promised one.

          Eon and EDF customer. Don't think smart meters are worth the expense.
          Show more replies
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