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Jimmy76ab
Rank 1
September 29, 2018
Solved

My gas smart meter is displaying "valve open fail" - what should I do?

  • September 29, 2018
  • 26 replies
  • 35695 views

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??

Best answer by Nancy_OVO

Updated on 16/04/26 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 powers 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. If your gas supply is off out of hours we recommend calling the National Gas Emergency helpline on 105.

 

 

Our emergency info and contact details can be found here:

 

 

 

OVO customer but not got a smart meter yet? - Book today!
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26 replies

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Transparent
Rank 20
Transparent
Rank 20
December 6, 2018
Well someone @ OVO has been reading here because I got a "Like" from @Tim_OVO on my message from last weekend.

Have you heard anything more from Ofgem yet, @geeeezer ?

I'm standing by to write to my MP, but he's just a tad embroiled with something called a Brexit Debate at the moment!
Save energy... recycle electrons!
Lucy_OVO
Retired Moderator
Lucy_OVO
Retired Moderator
December 7, 2018
@geeeezer If the battery dies for a Pay monthly customer then nothing should happen as the valve would be open. If the battery is low, then we get alarms for this on our internal system. We then monitor these and add them to a list if we need too. 🙂
You guys know what’s watt
Transparent
Rank 20
Transparent
Rank 20
December 7, 2018
Ah, this is extremely useful info, @Lucy_OVO .

Today I've been at a National Energy Action seminar about Smart Meters where this issue was discussed.

So, firstly I'm pleased to see that a Smart Gas Meter will stay "live" if the battery fails and it's a Pay Monthly Account.

Secondly, this is the first I've learned that the Energy Supplier receives an alarm/warning if the battery is low. I can't see this specifically in the list of SMETS Commands, so I assume it's within the Status Message "Communications Hub Status Update ? Fault Return".

Some users on this Forum are reporting a catastrophic battery-failure, with no alarm warning. Is this because
  • they weren't within audible range of the gas meter, (but it did beep)?
  • it doesn't get reported on the IHD?
  • a sudden battery failure can't be communicated due to no power?


3 I still have concerns about customers with a PAYG account.

I'm going to suggest that this group is more likely to include those in fuel-poverty, and those on the Priority Services Register. So I am doubly concerned that they could be left without gas over a weekend.

Are you able to say how OVO might address such a scenario please @Lucy_OVO ?

National Energy Action are setting up a network of local-community Energy Champions. So if OVO themselves don't (yet) have an answer, then there are other options to explore. Can we please keep this discussion positive whilst we discuss solutions?
Save energy... recycle electrons!
R
Newcomer
rachelcrow123
Newcomer
December 17, 2022

Every now and again the gas valve closes automatically in the gas meter which turns off the boiler and the gas to appliances and we have no heating or hot water until I can open the valve using the buttons in the meter. I am on a direct debit so not sure why my valve closes. It will happen every few days then not for weeks at a time or even months. The meter is eight years old and put in new when the house was built. 

Blastoise186
Super User
Blastoise186Super User
Super User
December 17, 2022

I could also do with seeing photos of the meter including at least one of the display lit up. It often reveals a clue!

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
R
Newcomer
Riven85
Newcomer
April 24, 2023

It's freezing I'm disabled with a 2 year old they put me a smart meter in a week ago and I've  had nothing but trouble now I have 70 odd quid credit and sat in freezing cold because there's no contact lines it just sends you in circles I need help desperately 

Blastoise186
Super User
Blastoise186Super User
Super User
April 24, 2023

Actually, you might be able to fix this yourself.

Please turn off ALL gas appliances completely. Then try to reconnect the supply again using the IHD or meter.

Let me know if you get stuck.

This issue usually happens because you didn’t shut off all the appliances properly when trying to reconnect the supply. It’s a safety feature to prevent gas leaks.

If that still doesn’t work, please get in touch with Support in the morning.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
R
Newcomer
Riven85
Newcomer
April 24, 2023

No still same message thanks for the tip though

Blastoise186
Super User
Blastoise186Super User
Super User
April 24, 2023

Ok, something’s gone wrong then. This isn’t because of it being a smart meter as it can happen to any of them. You probably got a dud unit.

You can arrange for it to be replaced in the morning. Someone can be out pretty quickly in that case. Your credit will be recoverable so you won’t lose that either.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    April 25, 2023

    Hey @Riven85,

     

    Really sorry to hear this, what a stressful situation to be in. 

     

    Is this resolved now? If not, please contact our Pay As You Go Team. 

    Renewable Energy? Big Fan.
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