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Faulty smart or traditional meters: Blank display, inaccurate, broken, noisy meters - DIY tutorial series

Faulty smart or traditional meters: Blank display, inaccurate, broken, noisy meters - DIY tutorial series
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66 replies

  • Carbon Cutter*
  • 3 replies
  • September 2, 2024

Thank you I completed the wee form they said they'll answer within 4 5 days


Blastoise186
Plan Zero Hero
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  • Plan Zero Hero
  • 7967 replies
  • September 2, 2024

No worries. Someone will be in touch with an update.

Hang in there for now!


  • Carbon Cutter*
  • 3 replies
  • September 2, 2024

I have just booked my appointment to have the meter replaced next week I am suitably impressed only ten minutes on the  phone many thanks for your help 

 

Meter 😊


Shads_OVO
Retired Moderator
  • Retired Moderator
  • 466 replies
  • September 3, 2024

Hi @Meter,

 

I’m glad to hear you’ve managed to get this sorted. Please let us know if you have any further issues.


  • Carbon Cutter*
  • 2 replies
  • November 5, 2024

Hi. The electric went off over the last few days. Not sure how long it was off. Topped up meter this morning and my meter is blank, no readings on it. Have phoned them and was advised to let it completely run out of electric, then ring them for an emergency engineer to come out on the day it happens. They can then either fix or see if a new meter is needed. Has anyone else had this problem.  Thanks 


Blastoise186
Plan Zero Hero
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  • Plan Zero Hero
  • 7967 replies
  • November 5, 2024

Hi @Starburst 09 ,

Actually, it sounds like the meter has gone into Free Vend Mode and needs an engineer visit regardless. Please get back in touch with OVO Support and tell them that this has happened and they should sort things out. As things stand, the meter credit will never run out because it’s not consuming any - you’re actually just racking up a debt/debit balance instead.

If they don’t, please stop by this thread again and let us know here.

Hope this helps!


  • Carbon Cutter*
  • 2 replies
  • November 5, 2024

Yes that's very helpful.  Thank you for replying 


  • Carbon Cutter*
  • 3 replies
  • November 12, 2024

My traditional gas path meter is blank and I have no gas supply and 


Blastoise186
Plan Zero Hero
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  • Plan Zero Hero
  • 7967 replies
  • November 12, 2024

Good evening @kcdh ,

Sorry to hear about that. Please contact OVO directly in the morning and they’ll get someone out to you ASAP. Details at https://ovoenergy.com/help - Live Chat is usually fastest.


  • Carbon Cutter*
  • 3 replies
  • November 12, 2024

Thanks for the reply I have called and someone is coming tomorrow at 6.30pm to look into the issue. Hopefully it will be resolved then 🤞


Emmanuelle_OVO
Community Manager
  • Community Manager
  • 2562 replies
  • November 13, 2024

Let us know if you have any issues @kcdh 


  • Carbon Cutter*
  • 3 replies
  • November 13, 2024

HELP this is apauling I have just called to confirm your appointment for 6.30 today and been told there is no details of my call or appointment? Currently been on hold for 30 minutes and passed around. Really frustrating and poor I have an 87 year old to care for how do I do that with no heating or hot water. DISGRACEFUL CUSTOMER SERVICE 


Firedog
Plan Zero Hero
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  • Plan Zero Hero
  • 1982 replies
  • November 13, 2024
kcdh wrote:

HELP this is apauling I have just called to confirm your appointment for 6.30 today and been told there is no details of my call or appointment? 
 

That sounds infuriating. Just to check, though - did you call from the same phone number on both occasions? And is that the number given on your profile page? OVO’s telephone system relies on phone numbers to be able to link a call to the corresponding account. 
 


Emmanuelle_OVO
Community Manager
  • Community Manager
  • 2562 replies
  • November 14, 2024

I’m so sorry to hear this @kcdh

 

Has this now been resolved? When a customer is off supply we should be able to get an engineer out within a couple of hours particularly if they’re on the priority services register. This would be considered an emergency appointment if you are off supply.

 

Are you pay monthly or pay as you go? 

 

In a scenario where the gas meter is faulty and off supply and the energy supplier is closed, the National Grid will be unable to replace the meter. In the case of OVO Energy, our Support team are on hand 6 days a week to help arrange a short notice engineer visit to replace that meter. Our Social team are able to support you as well - send them a message on Facebook or Twitter from 9am - 5pm, Saturday and Sunday. This team are also able to schedule in an emergency meter appointment if needed. A quick mention here that any potential gas leaks or faulty electricity meters leaving you off-supply can be reported to the Gas emergency line or your electricity Distribution Network Operator, if they happen out-of-hours. You can find out these emergency contact details here.

 

 

Pay As You Go emergencies

 

Have a long-term health condition or disability?

 

If you or someone you live with could be at risk if you lose power, a Pay As You Go meter is probably not right for you. Please let us know about this when you first sign up and we'll help you choose another option.

 

If you're off supply

 

As long as you had credit at the start, even emergency credit, you won’t lose power:

  • During the night – between 6pm and 9am, Monday to Saturday

  • Saturday from 4pm through until Monday morning at 9am

  • All day Christmas Day, Boxing Day, New Year’s Day, and Easter Sunday

If your supply stops, first check that your meter is topped up, as that might be the issue. If you’ve run out of credit, you’ll need to add more. In an emergency, you can activate the emergency credit. 

 

How to activate emergency credit

  1. Put your card or key into the meter.

  2. You might need to remove the card or key and reinsert it again. 

  3. For your gas meter, once you’ve put your card in, press the red A button to move through the menu. When you reach a screen saying Accept Emcr?, press B – you’ll then see EmCr Accepted.

 

Smart meter 

Your IHD will prompt you to activate your emergency credit when your balance falls below £2. If you miss your emergency credit prompt, you’ll still be able to activate it when your balance is below £2.

 

Traditional meter

You’ll be able to activate your emergency credit when your balance drops below £1 on your electricity meter and £2 on your gas meter.

Just so you know - if you don’t top-up within a set time, your meter will disconnect. If this happens, follow these instructions to reconnect your meter.

 

If you've lost your key or card

If you’ve lost your key or card, there are different options depending on your meter type. 

Find out what to do:

 

If you have any other Pay As You Go meter emergency

 

If there’s an emergency with your meter, you can chat with us online. Or call us on 0330 175 9669.

 

If you need to contact us regarding an out of hours emergency follow the steps below:

 

Pay as you go emergencies - https://www.ovoenergy.com/help/article/emergencies

Phone: 0330 175 9669

Opening hours:

Mon-Thu 8am to 8pm

Friday 8am to 6pm

Sat-Sun 8am to 5pm

 

Pay Monthly and Pay as you go users can also send us a private message on our Social Media channels at the following links:

https://www.facebook.com/ovoenergy/

https://x.com/ovoenergy?lang=en

https://www.instagram.com/ovoenergy/?hl=en

 

One of our Social Media team members will respond to your messages as soon as possible and you’ll find the opening hours below:

Opening hours:

Mon-Fri 8am to 8pm

Sat-Sun 8am to 5pm


Extra help with the Priority Services Register

 

You can sign up to our Priority Services Register (PSR) if you or anyone in your household needs practical support when it comes to your energy. This could be because of a medical reason, you’re pregnant, you have children under 5, you’re over 65, or you don’t read or speak English with confidence.

 

If you’re eligible, you can get extra help with things like free gas safety checks by a Gas Safe registered engineer, or notice of planned power cuts.


  • New Member*
  • 1 reply
  • January 25, 2025

Why is my smart meter not working or displaying anything 


Nukecad
Plan Zero Hero
  • Plan Zero Hero
  • 736 replies
  • January 25, 2025

Do you mean the actual Smart Meter - or just the In Home Display?

If you can post a photograph of which one you mean then that would help us to help you.


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