My In-Home Display doesn't match my smart meter, has it developed a fault?

Cheers Firedog 

 Not long had the Smart meter still getting used to it 

Thanks for your reply 

Hey @Pilgrim2,

I see @Firedog has already stopped by with some excellent support 😃 I’ve marked the answer as the best answer and if you have any follow up questions please let us know here. 

Hi - hopefully someone can put my mind at rest here.

We had a new electric meter installed last Friday (very heavy handedly by Engage turning up with a court order to do this, despite having complied with every request from them).

When they had finished, I was shown our new display - not how to use it or anything useful like that - just that it was there.  Now, three days later, the display still doesn’t show our gas meter, and this morning was requesting that we add emergency credit.  It also has a category saying money owed (c. £29) which is completely baffling as we are PAYG and topped our electric meter up with £140 and the gas with £40 on the day before the new meter was installed.

Has anyone had anything similar happen?  Tried to use the OVO chat function, but the bot ended the conversation!

Hey ​@PaulMP, 

If you’ve just had a new meter installed, thanks for your patience as it can take up to six weeks for everything to settle and for all your data to be accessible. If you topped up your old meter before it was exchanged, don’t worry! We can help get that credit refunded and transferred to your new meter by speaking with our Support Team. I’ve included some helpful articles below that you might find useful:
​

You can find all the ways to contact our Support Team in the article below:

I hope this helps.

So a few weeks have passed since the electricity meter was installed.  The gas meter now shows on our inhouse display, but with no data.  For the electricity, we have had to click on emergency credit three times as the £120 we added the day before we had the meter changes is still not showing up.  I have written to OVO to ask for the money to be transferred to the new meter, but no reply.  When it was Boost, we didn’t have any issues, and since switching to OVO, it’s been nothing by aggressive letters from Engage and now this whole fiasco getting our credit recognised.  Not impressed

Hi ​@PaulMP 

Moving that credit is something that will need to be completed by the Support Team as we don’t have access to accounts here at the Forum.

It’s not an automatic process and would have to be manually completed. If you’ve not yet heard back from the team, I’d recommend getting in touch via live chat so the team can get that resolved.

Regarding a lack of data on the IHD, it can take up to 6 weeks for all of the data to settle from the meters and start coming though consistently. If you’re still having communication issues after 6 weeks, do check that you’ve got the meter reading schedule set to at least daily, if not half hourly as this will help provide that data you’re looking for. If they’re set correctly, and still causing trouble after the 6 weeks, do reach back out the Support Team.