Smart meter not working at all now, gas hasn't worked since leaving Coop ....only had a problem since changing supplier which wasn't my choice the Coop migrated all their customers to another supplier.
Had an engineer booked for early this year but it was cancelled due to Covid-19 which I understood. Had no feedback from Ovo since. The Co-op had my meter installed and it worked perfectly until I changed supplier.
I understand after hearing a call from an Ovo customer with the same problem who called a radio 5 programme after being told by the ombudsman there was nothing they could do because a third party was involved, namely the National Data Base. So not holding out much hope that my problem will be fixed either. So back to sending manual energy readings.
Best answer by Transparent
Updated on 15/07/24 by Emmanuelle_OVO
Welcome to OVO!
Great question to ask about the function of your Landis and Gyr meter after switching to OVO. The communication of your meters will depend on whether you have S1 or S2 Landis and Gyr meters - as both these meters have the model name E470 it can be hard to tell but luckily we’ve broken it down a bit in the guide below:
What does a SMETS1 (S1) Landis+Gyr E470 look like?
Here’s an example of one installed by British Gas/Centrica:
Original image credit @Jason Kovesdi
There’s also another type of SMETS1 Landis+Gyr E470 smart meter, that looks like this:
Another type of SMETS1 meter. Notice the separate comms hub to the right...
The common characteristic of the SMETS1 versions is that they have a separate Communications (Comms) Hub next to the meter, such as the Trilliant SEAP-2001-V. If you’ve got one of these, your gas meter will also be SMETS1 and is probably a Landis+Gyr G370.
What does a SMETS2 (S2) Landis+Gyr E470 look like?
They never have a black border around the display, and will always have one green and one grey button - but might not be in the same places.
What happens if the meters aren’t communicating?
You can submit this easily each month on your online account or OVO app (download for Android or iOS). Unfortunately we won’t be able to get your In-Home Display (IHD) paired up to show your usage data until we’re able to communicate with the meter. As soon as your meter is updated, we’ll be in touch to let you know - at this point you can contact our Support Team to get the IHD back up and running.
If your meter’s been remotely upgraded to SMETS2 (S2) but we aren’t communicating with the meters, fill out this Online Form which will be sent directly to the right team!
OVO member but not got a smart meter yet? - Book today!
Economy 7 user with 80% annual night time usage. Meter installed by EDF in October 2019. I switched to Ovo in January 2021 on a two year fix, then when the fix ended this January I went back to EDF to achieve the lower Ec7 rates. Throughout this time the meter performed without issue.
Last month I decided to switch to Utility Warehouse, as their Ec7 rates are the lowest available for the West Mids.
In just over two weeks I’ve had many issues with them, most of which have yet to be resolved.
From the day my supply went live with UW, the IHD display has shown my unit rates as £0 and UW say they cannot connect to the meter. Many phone calls later and the situation hasn’t changed. Spoke to someone in their escalation team today and they’ve arraged for an engineer to visit to carry out a power cycle. But my question is whether this will make any difference? I use the Bright app, and whilst it still shows unit rates from EDF, it shows my actual half hourly usage almost up to the current time. At the moment it is 16:20 and it shows that between 14:30 and 15:00 I used 0.08kwh. Surely if this information is being pulled from the DCC, it proves that the meter is connected and sending readings through as it always has done; further pin pointing that the issue lies at UW’s end, and that a power cycle will make no difference?
I’d be grateful for any advice you guys can give. If the power cycle is pointless then I won’t hesitate to cancel and move back to EDF.
I’m Blastoise186, one of the forum volunteers here. Welcome by the way! My speciality is indeed in Smart Meters, but as I don’t work for any company in the energy industry (or anything related to it!) I’m independent.
Thanks for telling me your supplier by the way - this will ensure I don’t try any OVO specific solutions with you.
Could you show me some photos of the Meter(s), Comms Hub and IHD please? There’s a few things I can check even without access to any industry systems.
Everything looks good so far. I still don’t understand why suppliers keep giving out the Chameleon IHD3 rather than the IHD6/7 for S2 sites though…
Let’s try something real quick. Please can you run the meter(s) through https://smartmetercheck.citizensadvice.org.uk/ and tell me the results - especially which supplier it comes back with?
Electricity Plus Supply Limited = Telecom Plus PLC = Utility Warehouse. Utility Warehouse is a known Trading Name of Telecom Plus PLC.
They are connected to your meter based on the results of that check, or at very least, DCC believes they are.
I’d say the fault lies within UW own systems. You might want to go back to them and tell them that a forum volunteer on the OVO Forum has already checked the connection and it seems to be working fine. Feel free to link them to this thread too for proof of that.
If they still won’t budge, feel free to switch away to any supplier of your choosing.
Just for confirmation, the Bright app proves that my meter is sending up to date info to the DCC doesn’t it? Therefore a power cycle will achieve nothing?
Hi @Viv1966 and welcome to this customer forum. Smart meters typically take a few weeks to re-synchronise when switching supplier. It’s worth keeping track and updating readings manually in the meantime. Incidentally, do you happen to know if you have 1st or 2nd generation meters?
Hi @BPLightlog I am not sure it has the letters SM 1 on the front of it so I am assuming it's 1st generation....am I right?
It’s difficult for me to tell without seeing the meter but yes, I would guess it is. It’s just that all 1st generation meters are going through an upgrade process which should help with connectivity
Hi @BPLightlog thank you for your advice I have read up a little about meters via OVo apparently if there is a Trilliant Communications Meter by the side of the smart meter it's more likely to be an SM1
The meter you’ve got is probably an S1 Landis+Gyr E470. The Trilliant device is separate and is not a meter by itself.
All I know is that those hubs are more unreliable than most. I’m afraid everything else I know is non-public info that I can’t share. But yes, the long story short version is that your Trilliant hub is the most likely culprit.
@Blastoise186 thank you so I much for this info I have been banging my head against a brick wall with British Gas.…they have been charging very high bills and no knowledge of where they are getting there figures from as I have no Smart Monitor.. The figures have been changing weekly since I have left by the hundreds. So am figuring what to do next.
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