My gas smart meter needs to be 'commissioned' - What does this mean?

Not sure if anyone else has experienced this issue but in early November I had both gas and electricity smart meteres installed. The engineer was here for 4 hours and eventually reported that he had given up on trying to get the gas meter working. He stated I would need to log another engineer visit to try and resolve the issue….he also stated it was the 3rd gas meter install that had not been succesful that day!

I was fine with logging another visit but I didn’t think it would have to be so painful. I had to convince the OVO team my install was not successful and eventually they arranged a re-visit in December, which is now postponed until late Jan. What I dont understand is why its down to the customer to follow up on a failed installation as  this should all fall under the original installation request as and unfinished  request and not be treated as a new install visit, which is down to the customer to arrange. I hate to think how many other customers have ended up with unfinished installations and have had to covince the OVO team to get an engineer back on-site to complete the install.

I am sure for industry reporting purposes my installation adds to the total smart meter installed stats but bit of a farce when you end up with meters that provide no smart benefits😪

Thanks for your assistance….it just seems a strange install process with no allowance for the supplier to follow up with installation company on failed installations. I also sent a complaint to OVO about my experience to date and waiting on their response.

Just an update for you. I’m currently discussing this thread backstage with the forum moderators. I’ll either have another update for you soon, or the moderators will provide some more information.

Hang in there for now! I’ll be back when I can.

Hi the gas meter buttons are responsive and I can submit readings as required. My original post was to highlight the question as to how failed installations are managed as there appears to be a missing process for these installations where an engineer has not been able to complete the installation and to get an engineer back out to correct the issue, is booked as a new installation?

Having a similar problem, not with OVO, the gas meter SMETS2 was installed by AES and was never commissioned by the energy provider, with all the hassle I switched to another provider who tell me they do not have the “codes” to perform the commissioning and it will need a new meter install ( this will be the 3rd meter exchange this year) my questions are,  1. who is responsible for the commisssioning, the installer or the energy provider as AES tell me its the energy provider? 2. what are these codes and can a new energy provider undertake the commissioning if the codes are known? 3. who provides said codes, installer or energy provider? 4. my Honeywell gas meter has a menu system with a raft of data held within, are these codes available from the meter?

Hope some or all of this makes sense, it would be great to get some independent advice

5 flats fitted with 5 Smart meters fitted to supply cupboard in basement, but no signal coming out - what can be done to boost signal??

So iv been at my new property for just over a month and the meters are monthly ones, the gas meter was a standard old one which has now been replaced to a smart one, the electric one is smart but isn't sending readings.  The electrician said it's faulty and needs a new one but it has to be a dual swap out not done separately... ovo don't get what I need and they keep cancelling my appointments or being a  no show I'm still no better off.. are they trying to stop me from going to pay as you go? 

Hi @Lfrancis65,

I’m sorry to hear that you’re experiencing this.

You’d need to contact the Customer Support Team to ask for a dual meter exchange appointment to be booked for both your gas and electricity. There are quite a few reasons that may cause your meter to not send readings, which can often be fixed remotely. Did the engineer say what the fault was with the meter?

As you’ve mentioned that you’ve had some missed appointments you may be eligible for a Guaranteed Standards of Practice (GSOP) payment.

Depending on your meter type, these links may help us figure out what is causing this issue with your electricity meter -

As @Blastoise186 has mentioned we’d be able to give a bit more help if you’d be able to post some pictures of them.

I’m really sorry to hear this. 

There seems to be two separate meters in this picture, one is a 2nd generation smart meter which may not be commissioned as you’ve mentioned, so operates as a “dumb” meter and the other seems to be a traditional meter. Do both of them supply your address?

If your gas meter is a 2nd generation meter too and communicating, it wouldn’t need to be replaced unless it’s faulty. You may just need to book an appointment for your electricity meter to be commissioned, if this can’t be done then the electricity meter would need replacing.

This link may also help as it gives some more information about the commissioning process in general - 

I’m afraid we don’t have access to accounts here so you’d need to get in touch with Customer Support so that they can rebook this appointment and arrange for your Guaranteed Standards of Practice payment. It may be worth trying to reach the team via webchat where you’d be able to share the advice received from the forum easier.

I’m really sorry to hear this @Lfrancis65, I’ll ask Forum_Support to reach out. Please keep an eye on your private messages.