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Smart meter In-Home Display (IHD) has stopped showing cost of gas used but will show amount in KWH. How can I fix it?

Forum|Forum|4 years ago
October 28, 2021
52 replies
9165 views

IHD was working perfectly after recent installation but the gas display has just become a series of dots on the cost option. However, the KWH’s used displays fine on day/week/month options. How can I get the cost option working again?

Best answer by Jess_OVO

Updated on 18/07/24 by Abby_OVO

I have had new meters fitted in February because my last provider said they were out of date.

after waiting for them to get my hd working then being told my hd was not compatible I told them were they can stick it!!!!

My Hd is still not working (PLEASE NOTE)

I have done all the suggestions on here an other sites but no joy

Sorry to hear of the issues you’ve been having accessing your smart meter usage data, @todick.

Just to double-check, were the new smart meters installed by OVO? If so you should’ve been offered a compatible In-Home Display (IHD) to accompany the new meters, as it sounds like your existing IHD isn’t SMETS 2 compatible. If you haven’t already, it would be worth reaching out to our Support Team to request a new compatible device - the easiest way to get in touch is via our webchat which you can access here.

As our community volunteer, @Blastoise186 has already mentioned another way to check this usage data, providing the meters are in communication with us, would be via the ‘usage’ pages of your online account or OVO app (download for Android or iOS) - There’s more info on this great guide:

Worth mentioning here that other smart meter usage data apps (such as SmartThings) are unsupported by OVO. This doesn’t prevent you downloading and accessing your usage data here yourself, however you should be aware that you’re entering into an agreement with a third party app to grant them access to your usage data. As such we’re not able to help with any technical issues you experience when using these type of third-party apps.

Show previous replies

Michael1696

Newcomer

Michael1696

Newcomer

These are the new IHD and new gas meter.

Blastoise186

Super User

Ok, it’s probably still commissioning. Try https://smart-meter-help.ovoenergy.com just to be safe though - but please wait five days first.

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!

Michael1696

Newcomer

Thanks Blastoise. How long does commissioning usually take?

Blastoise186

Super User

For gas meters, the initial setup can take a bit longer because of the 30 minute heartbeats. I’d expect to see something out of it within a few days.

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!

Jeffus

Rank 20

Hi @Michael1696

You may already know this

For gas keep an eye out for this page for 30min readings

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

And this page for daily readings with the word smart next to them.

https://account.ovoenergy.com/meter-readings/history/gas

It won't be immediate. It varies a lot between customers just how quick/slow it is.

Michael1696

Newcomer

Hello all. The IHD never started showing a gas display and is now completely unresponsive for over 12 hours. Can you please advise who to contact. It hasn’t worked properly since the start.