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Lost Connection - Smart Meters and IHD not sending meter readings - why?


My Smart Meters (Electricity+Gas) were installed 1 week ago along with an In Home Display (IHD). The IHD on day 2 lost connection and I have not been able to get it back since. I have gone online and confirmed that no readings are being sent so at present there is nothing smart about it unfortunately. The Smart meters do not come with any instructions neither does the IHD (in-built tutorial is basic only). Pressing 9 on the Electricity meter turns the digital display on (they have power saving displays) and presents the data you would expect to see on the IHD e.g. used today, used last week etc. There are no issues with my Wi-Fi. I have gone on-line to reset my browser and that doesn't work. I have used WPS and manual key entry to connect the IHD to my Wi-Fi and although it recognizes my ISP (~Sky) it is still not working. Currently I'm unsure if it is not connected to the Wi-Fi or if it cannot connect to the meters themselves (instructions would help). IHD is within 20 metres of the Smart Meters and within Wi-Fi range. I have fixed bars on the IHD. Question: How does a user get their IHD reconnected or confirm Meters are not working properly?
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Best answer by Mw2870 8 November 2017, 01:25

Hi Guys,

One thing you can check is the WAN light on the electricity meter.

If it is flashing then it is connected to the mobile phone network OK and should be sending readings back to OVO.

If it is on solidly or off completely that you have a problem.
Make sure you check the correct light as there is another red light that flashes every time you use a certain amount of electricity.



You will only find the WAN light on the Electricity meter as the Gas meter connects to the Electricity meter to send it's reading.

There is another topic on the forum here where people have similar problems:
https://forum.ovoenergy.com/pay-monthly-21/smart-meters-working-but-not-communicating-with-ovo-why-435

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22 replies

Userlevel 6
Badge +2
Pearceage wrote:

My Smart Meters (Electricity+Gas) were installed 1 week ago along with an In Home Display (IHD). The IHD on day 2 lost connection and I have not been able to get it back since. I have gone online and confirmed that no readings are being sent so at present there is nothing smart about it unfortunately. The Smart meters do not come with any instructions neither does the IHD (in-built tutorial is basic only). Pressing 9 on the Electricity meter turns the digital display on (they have power saving displays) and presents the data you would expect to see on the IHD e.g. used today, used last week etc. There are no issues with my Wi-Fi. I have gone on-line to reset my browser and that doesn't work. I have used WPS and manual key entry to connect the IHD to my Wi-Fi and although it recognizes my ISP (~Sky) it is still not working. Currently I'm unsure if it is not connected to the Wi-Fi or if it cannot connect to the meters themselves (instructions would help). IHD is within 20 metres of the Smart Meters and within Wi-Fi range. I have fixed bars on the IHD. Question: How does a user get their IHD reconnected or confirm Meters are not working properly?



Hey Pearceage,

It sounds like what we might need to do is reopen the Home Area Network (HAN) to be able to pair your IHD again. I’ll drop you a private message now so we can kick start the conversation and get this underway.

Hope this helps!
Lucy
@Lucy OVO

Hi Ovo. I have had the same problem as Pearceage above. Please could you give me a private message as well about how to remedy it. Looking at various online fora, this seems to be a common issue so it would be helpful if the way to re make the connection was made public.
Also, my IHD is different to the one on your web page.
Hi, I'm getting messages via your app the my smart meters are not sending meter readings, everything is plugged in as normal.
Is there something I can do to reset them both.
Userlevel 1
Had a smart meter installed early this year - got to the point where everything was automated and readings were being sent through. This month, though, I logged into Ovo to find a message saying readings weren't coming through - in fact they stopped at the end of August.

Nothing has changed since August so I'm not sure why it would have stopped. Can someone advise on how to get it working again?
I'm having this issues as well (and so are other people going by this thread - https://forum.ovoenergy.com/pay-monthly-21/estimated-readings-from-my-smart-meter-17)

I put in manual readings last month when i first discovered the issue and emailed Ovo. They replied saying they knew there had been an issue but that it was now sorted and everything should go back to normal. Checked again today and it is asking me for manual readings again.

I've PM'd one of the Ovo team (as per their instructions on the other thread) but not heard anything back so far
Userlevel 7
Badge +2
MidlandMedic4 wrote:

@Lucy OVO

Hi Ovo. I have had the same problem as Pearceage above. Please could you give me a private message as well about how to remedy it. Looking at various online fora, this seems to be a common issue so it would be helpful if the way to re make the connection was made public.
Also, my IHD is different to the one on your web page.



I'll send you a PM now, @MidlandMedic4

Send over a picture of your IHD below so we can all see which version you have!

Thanks,
Tim
This is the IHD. The one on your web site is white with a blue backlight

Please note wifi signal but no WAN signal
Userlevel 5
Badge +2
Hi Guys,

One thing you can check is the WAN light on the electricity meter.

If it is flashing then it is connected to the mobile phone network OK and should be sending readings back to OVO.

If it is on solidly or off completely that you have a problem.
Make sure you check the correct light as there is another red light that flashes every time you use a certain amount of electricity.



You will only find the WAN light on the Electricity meter as the Gas meter connects to the Electricity meter to send it's reading.

There is another topic on the forum here where people have similar problems:
https://forum.ovoenergy.com/pay-monthly-21/smart-meters-working-but-not-communicating-with-ovo-why-435
Userlevel 1
I had a smart meter installed on the 3rd Nov, the meter installer said the signal was 11 but as soon as he left i noticed the WAN light was on solid red.
I called up and was told to give it a month to "settle" is this correct as its the 8th now.
Trouble is the meter and consumer unit looks awful and i have arranged a joiner to build a box around the lot on the 25th Nov - should i put him off although he is of course going to build an access door. I cant understand about the signal as my ID mobile has 4 bars when by the meter and all the way round the house, my wife's vodafone has only 2 bars.
I will be away on holiday soon so would like to sort it before then.
The wifi signal to the mobile unit works fine and i can see usage etc, its just i wont have accurate bills if i have to read the meter and it will be like going back to the standard meter.
Sorry, I meant to say no HAN signal in the IHD
Userlevel 6
Badge +2
I think one of our most active users @Emma_G @Mw2870 might be able to help out with this one!
Userlevel 1
Hi,
can someone help? my IHD has lost connectivity to my smart meters and not displaying anything.

I checked the WAN light on the elec meter and it is dutifully flashing its red WAN light - so seems to suggest it has mobile signal (plus we never have issue with this)

I'm thinking I might need to
' reopen the Home Area Network (HAN) to be able to pair your IHD again.'

Can someone advise how to do this?

thanks
will
Userlevel 5
Badge +2
Hi Will,

I don't think the instructions on how to do this are publicly available. I certainly can't find them.

The best best would be to drop @Tim_OVO or @Lucy_OVO a private message with your account number and details.

Matthew
Userlevel 1
I’ve just gone over to a smart meter and have set it all up with wifi connection etc. All the displays in the app and the online login work fine, except for the last few days the display for the current day has suddenly stopped displaying anything. I just get a display saying that there is no data to display for the current period. This worked fine for the first week - I could see how my current days usage was going - but now, nothing. The following day I have the total usage for the day in the weekly display, but I don’t get the granularity I was getting with the day display. Is this usual, or is there a problem?
Userlevel 4
Badge
Ditcheat wrote:

I’ve just gone over to a smart meter and have set it all up with wifi connection etc. All the displays in the app and the online login work fine, except for the last few days the display for the current day has suddenly stopped displaying anything. I just get a display saying that there is no data to display for the current period. This worked fine for the first week - I could see how my current days usage was going - but now, nothing. The following day I have the total usage for the day in the weekly display, but I don’t get the granularity I was getting with the day display. Is this usual, or is there a problem?



Hey @Ditcheat,

Just so you know, I've moved your post over to this thread about In Home Displays.

Have a look at @Mw2870's response - we might need to reconnect your IHD to the network. We can get this done for you if you call the team.

Cheers,
Nancy
I'm getting a message from OVO to say they are not receiving my smart reading for my electric usage, I have spoken to them & with their help checked some things on the meter. They were to arrange an engineer to attend but heard nothing now for what must be 2 months.
I have the WAN light flashing, I am not able to read my electric usage to give readings .

Anything I can do to get this up & running ?
I do not want to keep having estimated bills

tia
m
Ever since my smart meters have been installed they have failed to communicate with Ovo and send any readings.
I don’t believe that the meters were commissioned correctly by the engineer. He was here for ages and made several calls to technical support, in the end he gave up and left, he said they will start working after 48 hours, they never did.
After several calls to Ovo I was told on each occasion that I had to leave the meters for at least 6 weeks for them to communicate, this time has passed and they still fail to communicate.
Our mobile signal is not great here but I have tried several phones near the meters and they do pick up signal.
I suggested that if an aerial would be fitted this could solve the issue, I was told that Ovo do not fit aerials as they do not help. I see from other people’s posts that aerials have been fitted and have resolved the issues.

I feel really fobbed off ☹️
Also forgot to mention that the IHD is useless as it is not connected to either gas or electric meters, it is displaying the serial number of someone else’s meters, and it is in PAYG mode ?
Userlevel 5
Badge +2
Hi @Boardman

I've moved your query over to an existing topic on smart communication issues, so that it's easier for others to find.

It's disappointing to hear about the smart meter issues you've experienced, and I can completely appreciate your frustration.

Although in some cases fitting an aerial will improve the smart meter's signal - it won't work in every instance.

An aerial would only be offered if the meters have something obstructing them, i.e. a cupboard. The meter would need to be near a front door or a window - where we can reach the aerial outside to gain signal. For this reason, we wouldn't offer one to a customer who's meter is in the basement because there's nowhere to put the aerial to move the signal.

The only exception is if there's really poor mobile signal in the area, an aerial won't help at all because the aerial actually has a weaker signal than the meter itself.

Your IHD query isn't one I've come across before and I think we'll need to look at it in more detail. Please contact us via our Facebook or Twitter page and we'll take a closer look.

Thanks,
Emily
Is there a solution to this. I have no intention on giving my meter reading manually, but I'm happy to fix the problem if I can. Surely then it will download data it has stored - it is 'smart' after all.

My meter doesn't appear to have sent a reading once since it was installed (3 months ago). Only just found out now, The WAN light flashes red 3 times then pauses repeatedely.

It seems to be a common issue with only a finite set of solutions, if they'd been posted here I'd have done it by now.
Userlevel 7
Badge +2
@Spedley a flashing WAN light is a good sign indicating that the meter can communicate with us. 5 flashes is strong signal, but 3's OK. So that we can diagnose this for sure, please reach out to us via Facebook, Twitter or email: hello@ovoenergy.com.

Tim

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