How far apart can my meters be to allow a smart meter upgrade?

Fixing that bug was completely impossible and besides, no longer needed. AltHAN is the future - that’ll sort you out.

Yes, and I understand full rollout of AltHAN was supposed to start in July. Perhaps I should have waited a bit longer to agree to the OVO installation, but how would I have known if they’d be using AltHAN?

Meanwhile, the 868MHz frequency of dual band hubs was supposed to improve things, including for properties with stone walls.

Can you confirm my EDMI Standard 420 DB is dual band, and will be using the 868MHz frequency?

AltHAN is not part of the Dual-Band thing, but it can be retrofitted iirc. But yes, that Comms Hub is Dual-Band capable

Thanks for all your assistance.

Installation was in Edinburgh on 1 August 2023. The installer could not get the hub (EDMI Standard 420 DB) to communicate with the gas meter (Flonidan Uniflo G4SDZV-2). He tried rebooting the hub and it still failed to connect.

The IHD3 seems to be working, and displays data from the electricity meter.

There seemed to be no automatic follow up process, but the installer offered to fill in a form if I wanted him to report the issue - I said yes, of course, and have heard nothing back.

The meters are only about 5m apart, but the installer suggested the stone wall might be the issue, and said I’d need to book a new visit to get the problem investigated.

Yesterday I filled in the standard OVO form(not much of a form!) that just asks for your account and meter numbers, and says they’ll get back to me - no acknowledgement yet. The form was showing the old meter numbers, so I fed in the new numbers.

When I log in to my OVO account, the old meter numbers are still showing but the electricity and gas usage implies that OVO are receiving data from the new meters.

When do you think I’m likely to hear back from OVO?

If the problem is the stone wall of the house, are there any solutions available?

 

So I assume the old meter numbers are still on this page? That is not particularly unusual after a week, but keep an eye on it. 

https://account.ovoenergy.com/plan

You say you can see reading from your new smart meter though

Do you see smart meter readings on these pages?

https://account.ovoenergy.com/meter-readings/history/electricity

https://account.ovoenergy.com/meter-readings/history/gas

For example like this with the word smart next to it? 

Hi Jeffus,

The plan page shows new electricity and old gas meter numbers.

Meter reading page shows new electricity meter and old gas meter

On meter reading history pages -

now showing daily smart readings from 2 Aug to date.

no smart gas readings.

I suggest you don't enter manual readings for gas on the ovo website yet. 

Are you able to take manual readings from the new gas meter? Just to check it is actually working standalone? 

The gas meter is currently reading about 11 cubic metres.

I’m due to submit the next reading on 18th Aug.

Unless OVO show the new meter number by then, I’d be lying. 😨

Smart meters went in on the 1st August unless I’m mistaken, @GrandpaG. My advice is to sit tight, don’t submit any manual meter readings and give us a chance to set things up behind the scenes. It can take up to 6 weeks from the smart meter installation date. 

When all of your details are updated on your online account, ideally after the 6 week period has passed, complete the smart meter health check here which gets sent straight to the right team.

Hi Tim_OVO,

I’ll take your advice and sit tight. No gas meter readings until the new meter appears on my account - I assume. Although I don’t see why that should take 6 weeks when the new electricity meter has already appeared.

I found that form on the help page, and submitted it. It wasn’t really a health check though, as it didn’t ask me any questions about whether the installation is working.

The OVO response on the form is now -

“It looks like we have an open query on your smart meters, we’ll investigate further and get back to you within 45 working days.”