Can I get a SMETS2 Meter installation?

  • 24 August 2018
  • 78 replies

(reposting this question as I can't reply to my original question which has been closed and the answer has missed the point - I'm not interested in PAYG/prepayment meters - I'm trying to get rid of them - and find out about getting pay-monthly SMETS 2 meters installed)

I've currently got prepayment meters for both gas and electric in my house and have been waiting for a supplier to offer installs of the SMETS 2 meters before joining that provider.

What's the current status with OVO?

Obviously I basically want to know:
- If I sign up now do I get offered a free smart meter installation
- If so, will it be SMETS2?
- If not, is there a scheduled date for when this is likely to be available?

Many thanks,

Best answer by Nancy_OVO 28 August 2018, 13:25

(reposting this question as I can't reply to my original question which has been closed and the answer has missed the point - I'm not interested in PAYG/prepayment meters - I'm trying to get rid of them - and find out about getting pay-monthly SMETS 2 meters installed)

Sorry to hear that @Rich-M,

If you've currently got prepayment meters, unfortunately you won't be able to switch to OVO as we only supply 'credit' properties that pay by bill/Direct Debit.

If a new customer switches over to OVO, they'd be eligible for a free smart meter exchange. This would depend on engineer coverage and appointment availability in the area, so we can't guarantee they'd be able to book one in immediately.

Updated 27/06/19 We've started installing SMETS2 meters in more areas, you can check availability in your area here.

Hope this helps.
View original

78 replies

No wanting to start a whole new thread on what seems to be a major topic and issue around the whole smart meter debacle that we face.

I have just moved over from BG. Am in a new build property and am fairly sure that I have SMETS2 meters fitted as they have a WAN led on them, which using my comms engineering background and knowledge from internet searching about SMETS2 indicates that it uses the dedicated WAN that has been established for SMETS2 to use, which then gives interoperability between all suppliers.

My question is, will OVO be able to access these meters and so negate me from having to book an engineer to come and fit new smart meters? From what I have read so far, it appears that there is no guarantee that the meters that get fitted will be SMETS2 and I will more than likely get a SMETS1 fitted, so taking a step backwards.

If this is the case, I will be hanging onto what is fitted and accept that I have to submit readings each month until OVO sort their game out and get everything into one sock and can use the meters I have fitted.

EDIT - Have been to Harry's bedroom and can report that I am fitted with a Landis+Gyr E470 electricity meter that feeds into a Trilliant SEAP-2001-V comms module.

Hi there
The meters you have fitted are smets1, getting smets2 fitted at mo is dependant on the area sometimes even the street you live on, signal depending.
The WAN light is on all models of smets1 smets2 meters. There should also be a HAN light too.
Userlevel 7
Badge +3
Well @stonosnr it looks like Bradley's estimate for a fix was some way out!

By now I presume you realise that you'd got the SMETS2 Electricity Meter and the Communications Hub identities the wrong way around. It's the latter which has the row of green flashing lights.

The point I've made to OVO is that these green indicators are giving a "false positive". If there's a problem with receiving either the gas or the electricity readings, then the appropriate LED on the Comms Hub should switch to the medium-flash option.

The "WiFi signal" you refer to on the Electricity Meter display is, of course, the Home Area Network (HAN). There is no connection to your WiFi from the SMETS2 meter system. If there were, then it would leave open the possibility of an internet-based cyber-attack from a malicious 3rd party.

We could really do with a bit more feedback from OVO to us customers at this point. I don't know whether the silence means that Ben is still awaiting more error-reports, or if he has enough information to mimic the faults on their in-house meter test-rig.
Here is a transcript of the topic on June 7th, & Customer service state that they have passed all the info on: -

Thanks for that info, Peter! I've had a look over your account and your gas smart meter is sending up to date daily readings, however we appear to not have received any at all from your electricity meter. If you could answer the following questions, I'll have my Smart team look into this for you: 1) What are the meter serial numbers? 2) Is the WAN light flashing every 5 seconds, 3 seconds or 1 second? 3) Is the HAN light flashing every 5 seconds, 3 seconds or 1 second? 4) Is the HAN Wifi symbol missing on either meter or the IHD? 5) Are any of the lights on the comms hub flashing every second? 6) Is the meter clocking usage? 7) Where is your electricity meter situated? E.g. inside, outside, in a metal box, near thick walls, the basement or anywhere that could be blocking signal. 😎 Where is your gas meter situated? E.g, outside in a brown box in the ground, inside under the stairs 9) Are you in a good/medium or bad mobile signal in your area and next to the meter? Thanks for your patience with this matter! All the best, Bradley

Jun 7, 2019, 2:56 PM
Hi Bradley - answers to questions: ser no on Elec meter is 19M0006521, there is a much longer number below it, I'll get that if you wish. The WAN light flashes every 5 secs, the HAN light every 5 secs, in fact there are 4 green lights SW, WAN, HAN &Gas all flashing in synch every 5 secs. The only light out is MESH, no light at all. On the Comms Hub there is a RED light flashing every 1 sec. The meter IS registering as I sent you a reading on May 24th of 1132, it now reads 1408 KWh. Both Gas and Elec meters are inside my Garage, Gas on the North Wall, Elec on the West Wall, about 3m between them measuring along the walls, 2m if you tape along the shortest distance of the triangle. I have a max WiFisignal symbol on the elec meter.I have no known problems with my Vodafone mobile, or WiFi with BT. My IHD is next to the dividing wall between the house / garage and only there does it have a full scale signal, elsewhere it seems to be OK on Gas, but drops out on Elec. Regards Peter
Jun 7, 2019, 3:58 PM

Fantastic, Peter! That's really useful information to pass on for our SMETS2 team to investigate. I've raised a case, with this information, to them and we should hopefully have some form of answer or further advice within the next 10 working days. You'll more than likely hear from them directly! Hope this helps and we get this fixed for you, Bradley
Jun 7, 2019, 4:07 PM
Many thanks for your help / advice. I contacted customer service with all my observations via their twitter feed, so maybe there is still a copy on there. I'll have a look later and see if I can copy / paste into this forum topic.
Userlevel 7
Badge +3
Thanks for the update @stonosnr So I'm going to assume that the LEDs on your Communications Hub were all indicating the slow-flash patterns which you can see on my animated diagram here.

When you communicate with Customer Support on such an issue, I always recommend that you send am email to rather than speaking by telephone. This enables them to bounce the message through to the relevant engineer, and you also get to retain a dated copy of what you've reported.

I agree that the SMETS2 Electricity meter itself is operating and correctly displaying the usage. So the fault is only in relation to the usage data being transmitted to OVO via DCC.

OVO may not yet know if these failures from electricity meters are due to a common cause, or whether there are different reasons. One other person has reported such a fault over the weekend. Obviously the more customers that do so, the easier it will become for the engineers to identify a pattern.
Userlevel 5
We can chase up the team and get an update for you, @stonosnr. If you have Facebook or Twitter send us a message there with your name, DoB and account number.

If you don't use social media, send the team an email on
Userlevel 7
Badge +3
Hi @David John Bradshaw - We're discussing the issue of SMETS2 electricity meters failing over here on another Topic.

Can one of the Moderators (@Tim_OVO? @Nancy_OVO?) please move/merge this Topic across there please?

The problem about erroneous/high readings on your IHD is being discussed here. Note what I've written about my IHD being "corrected" a week ago, and also my earlier message here, which @Darran_OVO helpfully amended when he informed us that the problem is due to a software error in the Communications Hub, and not the IHD itself.

Feedback on SMETS2 installations on the Forum is being read by Ben, a member of the SMETS2 Team at OVO. So please feel free to add comments and clarify issues.
Since January my smart meter has been playing games. Initially the hub was informing that we were using circa £50 a day combined gas and electricity. I worked out that the unit rate had been multiplied by ten for some reason, but as this was not reflected on my Ovo account, I didn't bother that much. Unfortunately, my electric meter is no longer communicating with the smart hub or Ovo. The gas meter is working fine, communicating with the hub and Ovo.

Does the smart meter installation come with a warranty?

Is there any quick checks I can do to identify the issue. And do you provide assistance rectifying the issue
My SMETS 2 was fitted on Tue 26th March 2019, pm. I live on the outskirts of Ipswich, Suffolk on high ground. My heating is Gas, Warm Air, I do not have an EV charger or Solar panels. When I look at my Gas consumption on the OVO website, there is a daily reading, so the Gas part is working fine. The Gas is 100% heating, we cook by Electricity. I've been in touch with OVO Customer service staff around 3 times advising them that the Elec part of SMETS 2 did not appear to be working, the KWh are registering correctly though in the digital window. I did a survey of which LED's were flashing and how many seconds between flashes which were to be passed to the Smart Meter Dept. No contact since then.
Userlevel 7
Badge +3
Hi @stonosnr. This is interesting. Yours is the third site known to me that has reported a SMETS2 electricity meter not sending readings. We discussed another of the three on this Topic here.

I believe we now know what was the issue with the first site to inform OVO of such a failure because the customer was at the VIP Open Day in Bristol last week when we discussed it!

There is a known issue with some SMETS2 gas meters not sending readings. But failed electric readings is a very different scenario because the Communications Hub is physically bolted to the top of the electricity meter and therefore doesn't use wireless signals to transfer the data.

I'm just going to tag @Darran_OVO here so that he can draw this discussion to the attention of the engineer Ben, who is investigating these issues.

It would help us all if you could fill out your Forum Profile too. We need to know your approximate location (nearest town will do), Smart meter installation date, what type of heating you have, and any peripherals such as an EV Charger, solar panels etc. Thanks.
I had my SMETS 2 meter installed at the end of March, works fine for Gas, it looks as if they take a reading every day! However, it has failed to send any Elec readings, the last I heard was that I would be getting "estimated" readings for Elec in the future until the problem is sorted. I was a bit miffed that after 40 years in the industry, I'm not trusted to read a meter, despite submitting my readings since March exactly on the days specified! Be aware everyone asking for a SMETS 2, it seems that they don't always work!
Userlevel 7
Badge +3
Hi @brianelectgas - just to make things clearer, please note that Lancashire addresses are in the Northern Territory of the National Smart Meter Network.

The company overseeing the roll-out of SMETS2 meters in your area is Arqiva and they use meters manufactured by EDMI. You can read more of the background on this Topic about SMETS2 Installation.

The network communications in Arqiva's territory are different to those in the Central and Southern areas of Britain. It is taking longer to ramp up the volume of SMETS2 Meters in the North.

Most of the comments you read about SMETS2 meters on the OVO Forum are currently from customers like myself, who live in areas served by Telefonica's meter communications network. However, we would like to hear more from customers like yourself. Your experience of getting SMETS2 Meters in the Northern Territory would be a very useful addition to the pool of knowledge available here.

So please let us know what happens, even if everything goes wonderfully well and you experience no problems!

And please fill out your Forum Profile, because that's where I look for basic information about correspondents here. Thanks.
Userlevel 5
Take a look at the best answer, @brianelectgas, the link will let you know if there's SMETS2 appointments in your area!
if i request a smart meter now can you guarentee a SMET 2 meter
Userlevel 5
Please read through the above feed, @samread, you'll find all the info you need. 😊
Can OVO please advise if they are now (June 2019) fitting SMETS2 meters in the Lancashire area?
Userlevel 7
Badge +3
Hi @Grumpypurple Welcome to the OVO Forum.

I checked your Profile to see which geographical area you're in, but it's still blank. Please fill it in, then we can better answer such questions. Thanks.

PV system... if installing a Smart Meter disrupted a pre-existing PV system, then it wouldn't have passed the certification process! If, however, your existing meter is providing you with particular facilities which aid your usage of PV, then please say what these are here.

Thick walls and distances between the two meters is usually overcome by installing a Zigbee Repeater in a suitable location within the house. This is mains-connected but takes negligible power.

Most of these issues are covered during the installation process itself. There's not much that can be achieved by talking to OVO at this stage. You'd actually get far more extensive information from this Forum!
Before I take the leap to go smart I want to get assurances from OVO that I will get a Smets 2 meter, that it will not cause issues with my PV system and that they can cope with an old house with thick walls and large gaps between the gas and electricity meters.
How do I talk to someone without being charged for contacting them as my contract will penalise me for contacting OVO?
Userlevel 7
Badge +3
@Steven10 you might also want to read here where I've given an overview of my own SMETS2 installation last week.

If you've already got SMETS1 meters, it's most likely that they will simply receive a software upgrade to operate with the SMETS2 protocols. I have no idea how this occurs for customers who move to OVO, but whose meters are from an earlier Energy Supplier whose meters OVO didn't ever use.

Perhaps @Eva_OVO can find someone in OVO who knows more about that please?
Many thanks, very useful
Userlevel 5
For everything you need to know about switching to us with smart meters, @Steven10, take a look at this topic.

We'll eventually be rolling out SMETS2 meters everywhere, read through this topic for more information. 🙂

Currently have a SMETS 1 meters installed in our property and I am tinking of switching to Ovo.

When switching is there anything I need to do with the Smart meter or the new account?
Has anybody had any problems when switching suppliers?

Are Ovo rolling out SMETS 21 meters in the Wiltshire Area?

Kind regards

I asked for a SMETS2 a couple of weeks ago and was told "we do not fit SMETS2 in your area at present", ie Suffolk, which is odd because surely fitting SMETS1 is supposed to finish on March 15th, ie less than 2 weeks away, after that date they no longer count in the jobs completed.
I declined the offer to join the SMETS1 queue, I guess I'll have to wait until whatever technicality is preventing Suffolk being covered is sorted out!
Hey @Stewieb ... you had a Smart Meter installation booked to occur on the same date as Brexit?!

Not surprised it was cancelled. There's only so much stress one can take in a day! 😯

More likely to get the meter install then a deal getting done 😀
Userlevel 7
Badge +3
Hey @Stewieb ... you had a Smart Meter installation booked to occur on the same date as Brexit?!

Not surprised it was cancelled. There's only so much stress one can take in a day! 😯