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cwebster17
Rank 2
March 22, 2023
Solved

Immersion heater stopped working after smart meter installation

  • March 22, 2023
  • 26 replies
  • 3654 views

Hi,

I had a smart meter installed on Friday and since then my immersion heater has not been heating up overnight. I’m on an economy 7 tarrif and the meter installed is a 5 terminal meter. The meter shows two rates and both meter readings have changed so it appears to be recording energy use on both tarriffs. Nothing has been tripped and I’ve also tried resetting the immersion heater but still no hot water. The boost function still works though. 

Has anyone had a similar experience/know what a fix might be?

Thanks!

Best answer by Tim_OVO

Updated on 07/11/25 by Chris_OVO:

 

Hi @cwebster17 yep that fits with the update on our side, which is that the ALCS command request to update the meter was sent on 23/03 but failed with a status of ‘E21’ (which means no response from the device). There are various reasons this may have happened and we asked someone to re-try it today.

 

That worked, so this should now be sorted!

If your storage heaters or water heater aren’t coming on at the correct times following a smart meter installation then you’ll need to contact our Support Team who’ll look into what the problem is.

 

26 replies

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cwebster17Author
Rank 2
March 23, 2023

@Tim_OVO Thank you! I did also contact the support team on Tuesday morning and I believe they were going to resend the ECAUL. I’m yet to hear anything back/have the off peak supply start working again so I was wondering how long I can expect this to take? Completely understand that these things take time. Just a bit of a pain (and expensive) having to constantly use the boost function for hot water and not know how long I might be doing this for. 

 

S
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Simonlee
Rank 2
March 25, 2023

Hi. 
Had a smart meter installed yesterday on economy 7  and this morning woke up to no hot water and cold storage heaters. The display unit says we have only used 65p since midnight. Any advice would be greatly appreciated. Thanks. 

S
Rank 2
Simonlee
Rank 2
March 25, 2023

Hi BPLightlog. 
Yes it has terminal 5 connected. I did notice the contactor icon never closed at all last night and I suppose this would explain it not using any electricity. 
Thanks for getting back. 

    BPLightlog
    Super User
    BPLightlogSuper User
    Super User
    March 25, 2023

    Hi BPLightlog. 
    Yes it has terminal 5 connected. I did notice the contactor icon never closed at all last night and I suppose this would explain it not using any electricity. 
    Thanks for getting back. 

    Looking at the other thread, they managed to update the meter config remotely so it’s worth following the same process. You will need to let them know your meter id as they can’t tell just from your account here (it’s not linked and a public forum)

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      S
      Rank 2
      Simonlee
      Rank 2
      March 25, 2023

      Thank you! I’ll have a look. 

        Tim_OVO
        OVO Staff
        Tim_OVOSolved
        OVO Forum Legend
        March 27, 2023

        Updated on 07/11/25 by Chris_OVO:

         

        Hi @cwebster17 yep that fits with the update on our side, which is that the ALCS command request to update the meter was sent on 23/03 but failed with a status of ‘E21’ (which means no response from the device). There are various reasons this may have happened and we asked someone to re-try it today.

         

        That worked, so this should now be sorted!

        If your storage heaters or water heater aren’t coming on at the correct times following a smart meter installation then you’ll need to contact our Support Team who’ll look into what the problem is.

         

        Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
          C
          Rank 2
          cwebster17Author
          Rank 2
          March 28, 2023

          Hi @Tim_OVO 

          Everything seems to be working this morning, thank you! 

            K
            Newcomer
            katesmith1304
            Newcomer
            May 17, 2023

            had the same kinda prb.. Before I had the smart metre everything was fine I had hot water and storage heaters on economy 7 since the meter I’ve got no water and no storage heaters ,I spoke to yourself who are asking for a report to say the storage heaters are working when I told you that I can get a electriction to cone out at midnight , and I still got get hot water ,

             

            Abby_OVO
            Community Manager
            Abby_OVO
            Community Manager
            May 17, 2023

            Hey @katesmith1304 

             

            Sorry to hear of the trouble you’ve been having.

             

            We don’t have access to accounts here at the Forum so you’ll be best to get in touch with the Support Team to check this and get them to make the change if that’s what is required. 

             

             

            Keep us updated with how you get on with this issue, as it may be helpful for other users in the future.

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            Blastoise186
            Super User
            Blastoise186Super User
            Super User
            May 17, 2023

            Most likely it just needs ECAUL and ALCS configs applied. Provided it’s a Five-Terminal Meter, the fix can be deployed remotely which should kick that heater back into action at the right times.

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