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Hi, I had a smart meter system installed just over a week ago. A few days later it was apparent that the gas meter was not connecting via the HAN (no readings on IHD, pressing 0 on the meter displays "Commission?"). I called OVO and was told a Lowri-Beck engineer would be in touch. I called again the other day and was told this could take up to ten working days as I was on an "ad hoc" list. What does this actually mean? The CSA I spoke to wasn't very clear.

I'm very annoyed by this. I took time off work to have the meters fitted and now I'm having to wait for an engineer to call me at a random time to arrange an appointment to come and fix a pairing issue. Everything in your organisation assumes everything will go right first time. If something goes wrong the customer is basically ignored and palmed off with "don't call us, some contractor will call you....". Your advisor helpfully told me I could still submit gas readings by reading the meter. Great! Just like I never bothered to take time off work and have the smart meters fitted at all.

Cheers for the reply, will check out that link when I can get the meter details. 
The HAN light has been solid since day one, hence my question on if there is anything I can do myself to have the gas meter try to connect to the HAN. 
 

Edit

Didn’t realise it could use the postcode. 
Anyway I get (on a second attempt)

 

Many firmware out of date entries and this giveaway at the end  

 - Warning: Communication firmware is older than expected (greater than 1) - Could indicate a communication problem - Warning: Device Configuration has not been completed mINSTALLED_NOT_COMMISSIONED] - OK if no Gas Meter is installed
Bryan

OK. I don’t know if that commissioning can be done remotely ( @Blastoise186  would know), but in any case contact Support and tell them that your gas meter hasn’t been commissioned. They’ll tell you what happens next.

 

Howdy!

Firstly, sorry for the wait! I was at a fire service event on volunteer duty all day, so didn’t have chance to swing by.

IIRC the commissioning needs to be finished locally - I can’t see it being practical to attempt remotely.

No need to apologise, I reached out to support via a web form will see what they say..

 

Bryan

Hi @BGLUK,

 

Sorry to hear this.

 

Did you get a response from the Support team about this?

No response, the contact form mentions something like ‘it could take up to 48 days to reply’ :|

email received advising Ovo had been monitoring my meters and there is an issue requiring an on site visit. 39minutes on the phone and an engineer booked. 

Hi @BGLUK,

 

I’m glad to hear that you’ve managed to get an appointment booked. Please keep us updated if you have any further issues.

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