I have an old smart meter, I have had no gas to any appliances since Friday evening and the meter is displaying open valve fail. It sounds like a battery fail. How can i get an emergency repair? Can't get through to OVO helpline until Monday??
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My gas smart meter is displaying "valve open fail" - What should I do?
Best answer by Nancy_OVO
Updated on 03/07/24 by Abby_OVO
So sorry to hear of the issues you’ve been having with your gas smart meter which have also affected your gas supply over the weekend.
Great work on checking the meter screen for this error message. It sounds like your meter is experiencing a fault either due to low battery (which operates the valve on some smart meters), or a mechanical issue preventing that valve from opening/closing. All gas meters (Smart and traditional) have an internal battery that power them. This is designed to last for up to 20 years, with a meter recertification (exchanging the meter to replace it with a new one) scheduled every 10 years, so it’s unusual for this issue to crop up so soon. If your gas smart meter is making a beeping sound, it indicates that the battery is low and the meter will need replacing. If the battery fails this can affect the supply, as in your case, so it’s important to reach out to our Support Team if you do ever notice that your meter is beeping.
It’s really distressing to hear that this happened out-of-hours and you were unable to give us a call. Our Support team’s web messaging and WhatsApp opening hours are:
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8am - 6pm Monday to Friday
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9am - 2pm on Saturdays
Our Support team can be contacted by phone on 0330 303 5063 between:
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9am to 5pm Monday to Friday.
You can see all open contact channels via our Help Centre.
If you need to contact the team on a Sunday, our Social team is able to support you. Send us a message on Facebook or Twitter from 9am - 5pm. This team is also able to schedule an emergency meter appointment if needed. More info on what to do in an emergency here.
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Hey
Sorry to hear about this.
It does sound like some type of fault. Photos of the meter would help us try and determine what the problem might be.
rathin2 wrote:
i wonder if someone in admin has changed smth on the account which may have disrupted the supply.
It’s extremely unlikely for someone to have just gone in and changed something randomly, they would need details to access the account and without speaking with yourself, no one will be able to do anything like that.
It sounds like your meter is experiencing a fault either due to low battery (which operates the valve on some smart meters), or a mechanical issue preventing that valve from opening/closing. All gas meters (Smart and traditional) have an internal battery that power them. This is designed to last for up to 20 years, with a meter recertification (exchanging the meter to replace it with a new one) scheduled every 10 years.
If you can share some photos that would be helpful, but it does sound like a fault.
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