Skip to main content

Updated on 25/08/23 by Abby_OVO

 

Types of meter faults - Your Guide

 

Worried that your meter isn’t clocking your usage accurately, is it making an unexpected noise or even worse are you off-supply? These could indicate a meter fault that we’ll need to get sorted. In all these scenarios we’d advise getting in touch with the Support Team ASAP to do some further investigations, but we’ve put together a quick guide to cover what might be causing the issues.

 


Blank Display or Meter Not Clocking

 

  • The display has gone blank and cannot be read and it cannot be turned back on by pushing buttons.
  • This is the most common type of meter fault and has many different causes. Unless it’s a smart meter, we will not be able to bill you accurately (we will have to estimate usage)  until we have completed a faulty meter exchange.
  • Another common type of meter fault where the meter will stay on the same reading and not register any usage.
  • The removal reading will be recalculated using either readings prior to the fault, new meter consumption or usage averages. More info here


Inaccurate Meter

 

  • If you believe your meter is clocking too fast or too slowly you can arrange to have a meter accuracy test (MAT) or an OFMAT for gas. There is a charge for the test which is refunded if the meter is proven to be faulty. The charges are £149 for MAT or £157 for the OFMAT. More info on costs here. 
  • If a meter accuracy test has determined that a meter is clocking too fast by at least 2.5% or slow by at least 3.5% we will need to complete a faulty meter exchange. Please note that for OFMATs, the gas meter is replaced as part of the OFMAT appointment.
  • If the meter is deemed faulty and once the faulty meter exchange has been completed we will be able to re-bill your account, factoring in the results of the MAT test. We do not recalculate the removal reading if the meter is confirmed as slow. :blush:


Negative consumption (clocking backwards) due to solar panels

 

  • Solar panels can cause older meters to start clocking backwards. This is because the electricity generated that has gone back to the grid causes the meter to clock backwards (breaking the meter) and the meter will need to be replaced.
  • We recalculate the removal reading by using your generation readings for your solar panels to estimate how much the meter has back-clocked. If we are unable to obtain these readings then we estimate a removal reading using your new meter consumption. More info here


Loss of power

 

  • For a guide on what to do in a power cut, see this guide 
  • For a gas outage or emergency, see this guide


Broken Timeswitch (Electricity Meters)

 

  • If you have a two-rate meter, sometimes the timeswitch that controls the timing of when the registers clock can break. Normally one register stops clocking resulting in all consumption clocking on the other register. In some cases however both registers clock consumption but at the incorrect times.
  • Once the meter exchange goes ahead, we redistribute the removal reading across the two registers using either your annual averages prior to the fault or new meter consumption depending on which is most appropriate. Redistribution is not required if you’ve been charges the same prices for both registers the whole time. 


Noisy gas meter

 

  • There are two common issues that can occur in a gas meter to cause either a constant or an intermittent noise. 
    • The first is the when the regulator is faulty, causing a "humming noise" to come from the meter
    • The second is when the diaphragm in the meter is faulty and causes a "mechanical noise" to come from the meter (using a high-pitched screeching sound)
  • Both of these faults are deemed to be safe but can cause disruption for the household.
  • To diagnose the fault we will need a video of the meter so we can diagnose the sound. Email this to hello@ovoenergy.com. 
  • The recalculation of the removal reading for noisy meters is not required unless there is confirmation the meter is clocking consumption inaccurately as well.


Noisy Electricity Meters

 

  • Occasionally you may think your electric meter is making a beeping a noise. In these instances it's always recommended to check any carbon monoxide/smoke detectors around the meter to check if they are low on battery as this is most likely to be the issue. 
  • If a meter is heard to be making either an arcing, vibrating or zapping noise then this could be the meter arcing which will need to be booked in for an emergency meter exchange. Call us to get this done: 0330 303 5063. 


Smart meter communication issues

 

  • If a smart meter has any of the above issues, it will likely need to be replaced, however if there is a communication issue only, please see this guide for a Secure Liberty smart meter, and this guide for an Aclara or Honeywell/Elster smart meter.

 

OVO member but not got a smart meter yet? - Book today!

 

Interested but not yet an OVO member? - Check out our plans!

 

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

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

Hang in there for now!

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 😊

Hi @Meter,

 

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

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 

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!

Yes that's very helpful.  Thank you for replying 

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

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.

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 🤞

Let us know if you have any issues @kcdh 

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 

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. 
 

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.

Reply


Terms & ConditionsCookie settings