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I have had new meters fitted in February because my last provider said they were out of date.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

Blastoise186

Super User

Six weeks actually.

The alternative route is to call the Support Team in the morning.

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Michael1696

Newcomer

Is there a number for tech support team or will I call straight to customer support?

Blastoise186

Super User

0330 303 5063 is the main line, or https://ovoenergy.com/help .

However, a lot of this feels like it’s still just settling in and won’t be ready to start fully communicating right now.

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Michael1696

Newcomer

I defer to your knowledge but seems a bit rubbish for something to take 6 weeks to work properly.

Would you know why it doesn’t recognise my account when I try to log in?

Blastoise186

Super User

That tool requires your account number and postcode - not the details for MyOVO.

I don’t have access to internal systems I’m afraid.

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Michael1696

Newcomer

No I know, I am giving both of those. Oh well. I shall give it 5 weeks and see what happens.

Emmanuelle_OVO

Retired Moderator

Hey @Michael1696,

Pop back to this topic if you’re still having issues after the 6 week timeframe has elapsed.

If the meter isn’t communicating you’ll need to complete a smart meter health check:

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Beccac28

Newcomer

I have a IHD7-CAD-PPMID (IHD7) with Temperature Sensor smart meter. It has worked absolutely fine until a week ago when it stopped showing gas reading. I contacted OVO who said they sent an update and should work in 48 hours but still isn't. I have tried switching it off and on, moving it closer to gas meter although there is a wall as meter is outside, tried pairing, connecting it to my WiFi for better signal. What else can i do?

BPLightlog

Super User

Hi @Beccac28 , the only other suggestion I can offer is, when you switch it off, leave it like that for about 2 minutes. If there are batteries in, take those out while it’s off too.
Sometimes these devices get into a loop and the system needs clearing.
It will help if it’s near the meter when you switch back on

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

Jeffus

Rank 20

I have a IHD7-CAD-PPMID (IHD7) with Temperature Sensor smart meter. It has worked absolutely fine until a week ago when it stopped showing gas reading. I contacted OVO who said they sent an update and should work in 48 hours but still isn't. I have tried switching it off and on, moving it closer to gas meter although there is a wall as meter is outside, tried pairing, connecting it to my WiFi for better signal. What else can i do?

Hi @Beccac28

Your meters may be in the same place. How far away from each other are they?

If not close you need to put the IHD close to the electricity meter not the gas meter as the communication hub is with the electricity meter to connect to your IHD.

It doesn't help connecting to WiFi.

Can you see your gas readings on this page?

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