It sounds like you might be in Australia?
Just so you know, the OVO Forum you’re on right now is owned and operated by OVO UK rather than OVO Australia, and the users you’re talking to here are Forum Volunteers based in the UK. We don’t know a huge amount about OVO AU, but we can try to offer advice anyway as best we can. And in some cases, we can attempt to get in touch with OVO AU’s Support Team to get some general advice from them.
If you are in Australia, please be aware that we might not be able to offer advice that’s quite as accurate as what we can for users in the UK - and we can’t promise that we know your wiring setup as it likely differs from what’s used in the UK. I definitely recommend asking a local qualified electrician for help before acting on any advice we offer here.
If you’re OK with this and would like us to try offering some advice, please post photos of your meter(s), your fuseboard/consumer unit and anything else that you think might be useful for us to see. If you’d rather not do that, then that’s totally OK too! Just let us know and we’ll still advise you if you’d like us to.
Hey @Toni4610,
Sorry for the issues you’re having,
Are you with OVO Energy in the UK? The smart meter installation may have highlighted an underlying issue with a faulty appliance, but its unlikely to be the cause of this problem. It’s unusual that the neighbors supply is also affected, I wonder if it could be something to do with the supply going into the property.
I'd advise getting an electrician out ASAP. You could also contact your DNO if the power cuts out, or if you feel there is a safety hazard.
Our website has more information on what to do in an emergency.
Power cuts - getting the lights back on...
Power cuts usually don’t last long, but if it’s more than a few hours you’ll need to call your Distribution Network Operator (DNO) on 105 – they’re the people responsible for problems with the cables supplying electricity to your home. Before you ring, remember to:
- Check your trip switch to make sure there’s not a fault with your wiring or electrical items.
- See if your neighbours have power. If they have, it’s likely there’s a problem with the local network – call your DNO on 105 (this is free of charge from most landline and mobile numbers)
Keep us posted!
The lights 1st and 2nd floor lights have started flickering on both circuits. The consumer unit was replaced about 3 years ago and the OVO smart meter about 2 years ago. An electrician came on an emergency call out, checked and confirmed the problem was on the supply side.
This morning the power power supply to the house has been flickering and trying to contact an emergency response team has OVO has proved impossible despite 75min on the phone, fruitless calls to customer service who said they couldn’t deal with today but would email ”later”.
This will mean explaining all again, and I don’t know when they will be able to deal with this emergency.
OVO have been good so far regarding online billing etc, but so far they seem unable and/or not geared up to deal with associated electrical issues when they arise.
Hi @Ramiro ,
Try Live Chat at https://ovoenergy.com/help instead - it’s 100x faster!
If it's the incoming supply (up to and including the DNO fuse) then that is the responsibility of UK Power Networks and you can call 105 from your phone to see if it is a local supply issue rather than anyting associated with just the house and it's wiring. If they say there is nothing wrong with the network distribution then it will be something wrong with the house and it's wiring. Up to and including the meter will be Ovo. After the meter will need an electrician but an electrician could advise for any house fault.
I believe I've got the boundaries right but someone else may correct me.
Peter
Had similar issues couple of years ago and it was a corroded cable in the distribution box down the street. It's an issue for your Network (Grid) provider not OVO or other supplier. They (Scottish Power) came out very quickly for us as it was affecting several properties. You should find a sticker on the main trip switch near your consumer unit( Fuse box)stating who provides your power.
Thanks for your help!
I thought that the power supply from the street and up to the meter is the responsibility of OVOEnergy as my DNO supplier, although carried out (on their behalf) by the power distribution company (UK Power Networks in my area).
In any case I checked UKPowerNewtorsk website as suggested by Peter and they had on file a report of the intermittent power failure. I didn’t report it to them so perhaps it was OVO who despite their apparent lack of interest had passed-on up the chain.
OVO has since sent a list of queries because “they were loosing contact with their smart meter” - maybe loosing power has something to do with it!
Will try live chat next time although a bit sceptical, but thanks again for all your help
Glad you've found the fault. OVO don't appear to be very good at responding to technical issues. Still waiting for my Gas Smart meter to be fixed (actually to start working after it was installed over 18 months ago.) Several visits later from different engineers still not.sending readings and all engineers having conflicting opinions as to the issue. One even stated there is nothing wrong with it and the problem is at the OVO end of the wi-fi network chain. He then felt a bit foolish when I explained that my meter wasn't communicating with my Home Display either! 
For clarity. It seems that the responsibility for the electrical supply to the house up to the meter is direct by the DNO (ukpowernetworks in my area) and problems should be reported direct. OVO only gets involved on the metering side. Why they couldn’t just say so when contacted !.
If OVO can’t resolve a Ian’s connection problem between OVO’s own equipment in 18 month I am glad my problem was on the supply side!.
Hey @Ramiro
Sorry to hear you had a bit of trouble finding the answer to begin with but glad our community were able to point me in the right direction of the DNO, I hope they’ve been able to get that sorted out.
