Sorry to hear of the issues you’ve had since deciding to take the plunge and upgrade to one of our SMETS 2 smart meters.

Whilst the majority of our members find the transition to smart meters is a smooth and welcome change, occasionally things can go slightly wrong.

In your case you noticed your In Home Display (IHD) wasn’t showing your full usage information from both meters. Sometimes this can just indicate an issue with the IHD, check out this guide for some trouble-shooting tips. It’s worth checking the ‘Usage’ pages of your online account or OVO app (download for Android or iOS) - if the usage data is missing here too there might be a communication issue with the meters themselves.

In order to diagnose any communication issues, we’d recommend carrying out a smart meter health check and contacting our Support Team with the results. If the issues can’t be resolved remotely, we’ll send out an engineer who may need to commission or replace the current smart meters, as happened with your meters. As with your original smart meter installation, things aren’t always up and running with the meters straight away, it can take up to 6 weeks to see the usage information both on your IHD and online account. For some more background detail in to what’s happening post-install, check out this great user-generated guide.

Hope this helps explain the smart meter woes you’ve been having and you see the slight teething issues resolved ASAP - There really are some great benefits to going smart!