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Our smart meter battery run out after just 1 year - is this normal?



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I have the same problem as a previous poster, which is that as of Saturday my gas supply ceased and it turns out it's because the battery in the smart meter has died (this is NOT the in home display) so the failsafe on the meter defaults to off and cuts off your gas supply.
So we have no hot water and no ability to cook (gas cooker.)
I called today, the dead battery was confirmed and as I am a pensioner I was told I would be treated as a priority and an engineer would call within 4hrs to replace the battery or meter. That was nine hours ago. I have had numerous calls with "Customer Service" since who basically say they can't contact the engineer because he's not answering his phone.
Do they only have one engineer? If he's unable to answer, shouldn't there be someone else they can call.
I've asked to make a formal complaint as (1) I cant collect my husband from the station in case the engineer drops in whilst I am out (2) we haven't eaten hot food since Saturday lunchtime. Ovo's attitude is "well we've done everything we can" by attempting (and failing) to contact the one engineer presumably.
Thank goodness it isn't cold as we obviously wouldn't have any heating either.
The most ridiculous part is that logging in to get my account details Ovo suggest that I "refer a friend."
I doubt anyone will call this evening and I will back on the phones tomorrow at 8am trying to get some sort of customer service.
Be warned - the batteries are supposed to last 10+ years. This one hasn't lasted two years and they are not user replaceable. The meter is supposed to contact your supplier when the battery is getting low - that obviously failed. Ovo don't have access to sufficient engineers to get someone out same day to a "priority" OAP.
Regards,
Lyn
First call 8.25am, four calls since. Now 6pm :(

PS Can anyone direct me to Ovos Complaints process? I notice that putting "complaint" in to Ovo Answers doesn't provide any information on how to complain or how your complain might be dealt with.
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I have the same problem as a previous poster, which is that as of Saturday my gas supply ceased and it turns out it's because the battery in the smart meter has died (this is NOT the in home display) so the failsafe on the meter defaults to off and cuts off your gas supply.
So we have no hot water and no ability to cook (gas cooker.)
I called today, the dead battery was confirmed and as I am a pensioner I was told I would be treated as a priority and an engineer would call within 4hrs to replace the battery or meter. That was nine hours ago. I have had numerous calls with "Customer Service" since who basically say they can't contact the engineer because he's not answering his phone.
Do they only have one engineer? If he's unable to answer, shouldn't there be someone else they can call.
I've asked to make a formal complaint as (1) I cant collect my husband from the station in case the engineer drops in whilst I am out (2) we haven't eaten hot food since Saturday lunchtime. Ovo's attitude is "well we've done everything we can" by attempting (and failing) to contact the one engineer presumably.
Thank goodness it isn't cold as we obviously wouldn't have any heating either.
The most ridiculous part is that logging in to get my account details Ovo suggest that I "refer a friend."
I doubt anyone will call this evening and I will back on the phones tomorrow at 8am trying to get some sort of customer service.
Be warned - the batteries are supposed to last 10+ years. This one hasn't lasted two years and they are not user replaceable. The meter is supposed to contact your supplier when the battery is getting low - that obviously failed. Ovo don't have access to sufficient engineers to get someone out same day to a "priority" OAP.
Regards,
Lyn
First call 8.25am, four calls since. Now 6pm :(

PS Can anyone direct me to Ovos Complaints process? I notice that putting "complaint" in to Ovo Answers doesn't provide any information on how to complain or how your complain might be dealt with.


Hey Lynheywood,

First of all I’m really sorry that your topic got missed and I really hope that this has been resolved by now. I’d strongly recommend calling our Pay as you go team on 0800 358 3523 (or 01173 701 041 from a mobile) if you’re still having trouble with this. Alternatively, if this issue has been resolved but you still need someone to help, please send me a private message with your name, DoB and OVO account number so I can follow this up for you.

If you’d like to raise a complaint, please take a look at our Customer Complaint form here: https://www.ovoenergy.com/help/feedback.

Lucy
Guy came to fit a smart meter in our house over a month ago and could not fit it as he said the wiring for the gas and electric should have been changed years ago. He then left a hole with wires open in it and said its dangerous and to stay clear. He said someone should be in touch within the next few days and we've heard nothing.
Guy came to fit a smart meter in our house over a month ago and could not fit it as he said the wiring for the gas and electric should have been changed years ago. He then left a hole with wires open in it and said its dangerous and to stay clear. He said someone should be in touch within the next few days and we've heard nothing.

Hey @Court may Wells

I'm sorry to hear that your smart meter exchange didn't go ahead and you're still waiting to hear back about the setup.

I'd be keen to chase this up for you - can you PM me your full name, DoB and account number so I can do this?

Just so you know, I've added your query here as it's one of our main smart meter topics.

Thanks,
Emma
I switched to OVO in October 2017. Previously I was with First Utility and their Smart Meter (SM) worked fine and connected with them immediately on installation - without any problem. However, when the OVO SM was installed it was unable to establish a connection? So the OVO meter installation guy called again, replaced the meter and again the new SM was not able to establish a connection - a few facts:
1) The engineer could operate his mobile phone whilst standing by the meter.
2) One can see the mobile phone mast from the house - perhaps 1 mile away.
3) The First Utility SM worked fine without any problems at all for 2.5 years.
So the engineer then fitted an external aerial - result was still no connection - so this is somewhat frustrating since I will have to go out to take a manual reading on a regular basis and forward this by phone or internet to OVO. Not a great situation.
As regards quick, helpful customer service response by phone OVO are by far the best energy supplier I have ever used but I have some doubts about the "smartness" of their SM!
Can anything be done about this I wonder and am I the only customer who is in this position?
Wilf Bishop
OVO ID: xxxxxxxxx
Hey @Wilf.B

Thanks for getting involved on the Forum! I've just moved your query over to our smart meter discussion.

If you'd like us to look into these connectivity issues in more detail, please drop us a message on our Facebook or Twitter page.

Thanks,
Emily
Hey @bluehawk

I've just noticed your smart query hasn't been picked up by any of our other users. Do you still need help with this?

Thanks,
Emily
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It is not acceptable under any circumstances to cut off the gas supply if the battery fails.
Is it true that the gas gets turned off when the battery within the meter runs out?
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Is it true that the gas gets turned off when the battery within the meter runs out?
Hey Raith,

I’ve moved your topic onto this thread as I think I think you’ll find that this topic helps to answer your query.

Lucy
I was rather horrified to read that if the gas meter battery fails the gas is cut off.
If i had known that i would have thought twice about going 'smart'.
Are there any fail safe measures that flag up low battery in advance?
Can i change the battery?
I am a carer for my disabled wife and rely on heat/hot water 24/7. Please OVO reassure me
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Userlevel 5
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I was rather horrified to read that if the gas meter battery fails the gas is cut off.
If i had known that i would have thought twice about going 'smart'.
Are there any fail safe measures that flag up low battery in advance?
Can i change the battery?
I am a carer for my disabled wife and rely on heat/hot water 24/7. Please OVO reassure me


Hey @Graham Latham,

I've moved your post over here where user are discussing the same topic. You should be able to find the info you need - if not leave a comment below!

Nancy
Hi Ovo, Our gas supply suddenly cut out last week and a king and helpful Ovo support line worked out that our smart meter battery had run out after just 1 year! They came and changed it and everything seemed great. Today I've had a phone bill for £40!! For speaking to Ovo for 15 minutes!!! This is horrendous Ovo!! It wasn't our fault a battery said to last 10 years lasted just 1!! Shocked.
No this is not normal.Try calling customer care.

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