Error message on my Pipit In Home Display (IHD): "Helpdesk Help Line No Refer Retailer Guide Supplier 0000" - What does this mean?

Howdo.

Just curious – had the following message pop up on my in-home display this afternoon. Got it twice at the same time, one each for gas and electric.

“ *** Helpdesk ** Help Line No.:”Refer Retailer Guide” ** Supplier:”0000” ***

Is that anything that needs attention, or can I ignore it? It’s the first message that’s come up since “Welcome to Ovo” in 2017. I didn’t even know it received messages, to be honest. If I hadn’t heard the beep when it arrived I’d be none the wiser.

Thanks!

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Thanks for posting those symptoms @73richardsd

So I’m going to follow the same logical path I used above and suggest that this is what’s happening:

a: You have SMETS1 meters which have been remotely upgraded to run SMETS2 software by the manufacturers.

b: On Fri 4th, OVO migrated your meters to the National Smart Meter Network

c: There is a pre-existing software fault within the route between Communications Hubs and the Data Communications Company (DCC). This often causes “missing data” errors, most commonly with gas meters. As your data now runs through DCC, you’re seeing the same intermittent fault as the rest of us with SMETS2 meters.

@Tim_OVO have you yet been able to discuss this feedback with both the Billing Team and the S2 Engineers?

These faults occurring when meters are migrated are particularly helpful in narrowing down the search for the source of the errors.

Thanks for the useful information @Transparent. I shall follow this topic with interest.

@Tim_OVO have you yet been able to discuss this feedback with both the Billing Team and the S2 Engineers?

Yep @Transparent this IHD message has been raised directly with Secure as they:

“Aren’t sure why this is happening but they are looking at it as an escalated issue. We're working on a common theory that it has something to do with Enrol & Adoption but can't confirm anything yet”.

Keep us updated here peeps, and I’ll do the same!

@Tim_OVO wrote:

it has something to do with Enrol & Adoption

… and are you going to expand on that?

Or do you want to leave us in awe of such a technical expertise from Secure? :stuck_out_tongue_winking_eye:

@Tim_OVOwrote:

it has something to do with Enrol & Adoption

… and are you going to expand on that?

Or do you want to leave us in awe of such a technical expertise from Secure? :stuck_out_tongue_winking_eye:

I was intrigued what this referred to, and found this information on the DCC (Data Communications Company) website. The video is worth watching, and there’s FAQ’s too.

Enrolment and Adoption (smartdcc.co.uk)

That’s excellent @73richardsd so within the space of a week you’ve progressed from being an enquirer to an information provider. Have a gold star :star: :wink:

OK. So I’ve viewed the video and understand what Enrolment means.

Then I’ve read the downloadable Factsheet and learned what they mean by Adoption.

It’s a pity they’ve changed the terminology. Up until now we’ve been trying to use the terms which we were told last year:- upgrade and migration. But the concepts are slightly different.

For the sake of clarity, let me now define the terms as follows:

Upgrade: the meter manufacturer changes the software Over-the-air to achieve SMETS2 functionality

Adoption: the Energy Supplier on whose proprietory network the meter(s) has been installed, gives the key to the Data Communications Company (DCC), who adopt it

Enrolment: the current Energy Supplier acquires access to the meter(s). If the customer has switched in the meantime, then this Supplier won’t be the same as the one who installed it.

Migration: the overall process which encapsulates Adoption and Enrolment. We now understand that the process may require action by a previous Supplier with which the customer may no longer have a contractual relationship.

I wonder how long that terminology will prevail?!