My smart gas meter isn't communicating with OVO anymore - no readings - why?

Hi MW,

yes I understand Gas meter 'talks' to electric meter to send in figures and these are appearing correctly for electric but not gas.

Could be just coincidence but about a month ago I seem to remember ticking an option to send figures every hour so maybe the battery ran out?

Just had a quick look in the dark (it's outside in a box) and couldn't see any lights flashing.

Should there be?

Checking on my OVO account I see both new smart meters were installed in June 2015.

yes the electric meter is flashing away in a cycle of 5 which I believe is correct and as previously mentioned figures are appearing at OVO so not a SIM connection problem

The electric meter lives in a box in the porch at the front of the house and the gas meter in another box on the side of the house maybe 10 metres away in a straight line but signal would have to go through 2 external walls and 2 internal walls.

If I take the IHD out by the gas meter it still shows a signal and I can view Electric history but nothing appears for gas on the IHD. When I press '9' on gas meter the display cycles through and DOES display HAN so maybe this is just an internal OVO billing problem?

Thanks for posting an update! Useful to know incase anyone else has the problem.

I have had smart meters fitted for about two months. My account shows automated readings from my electric meter but the gas seems to still want values entered manually. My display seems to indicate both meters are working and sending data back.
why does it appear on my account that my gas meter is not sending data

I just posted about this before reading your topic.

My electric meter works okay-ish for sending readings. Gas hasn't sent an update for 111 days now.

The meters are side by side on the side of the house, in plastic boxes two feet apart. The IHD shows some data for Electric, but nothing for gas.

As for OVO being useful to sort this out? Well, they haven't been for me. The installation was two years ago, and it's never really worked properly for Gas. I let it slide as it was managing a read one time every week or two, which was good enough, but 111 days is not on.

When it was put in, they left it all in a not-working state, and I had to take more days off work for them to come and fit a second gas meter, which has been as unreliable as the first.

It also annoys me that the website says "You haven't given meter reads in a while" , er, no. Your tech doesn't work properly.

This has been happening to me for the past couple of months or so. I have contacted Customer Support on numerous occasions only to be told on Tuesday that It not possible to fix and if I want readings then do it manually. The reason I got a smart meter is because of all the hype and being offered one from OVO and it suited me as I am 75 years old and to get gas readings I have to lay on the floor because of the location of the smart meter. I have been sen a relay but that does not change anything the distance between the meters is about one metre. When the meter was installed the engineer had a lot of trouble getting the gas meter to work ever since it has been very intermittent. I have been on the Resolver website and their advice is to contact ofgem but I thought I would contact the Managing Director of OVO first. Mysteriously I then received an email informing me to join this Forum. It seems that Customer Service do not have an answer. Can anyone help please please

If you drop the Social team a message as Emma has advised @harpingon, they will be more than happy to help you with this.

Lucy

After 4 months my smart meter has stopped sending meter readings to OVO who have asked me to manually send them
Not the easiest to read the meters- old ones were far easier

Sent meter readings and am still waiting for my bill. Should it take over 19 days!!

Hey @Cbartleman428

I've moved your query over to an existing topic, so it's easier for others to find.

As mentioned in Tim's 'Best Answer' at the top, there's a number of reasons why the smart meters could have communication issues.

However, in this case it's a little odd that they would stop sending readings after 4 months - and I'd like to look into this for you. Please send us a PM on Facebook with your full name, DoB and account number (or full address).

Cheers,
Emily

In that case, @Cbartleman428 I'd recommend messaging  the Care team on webchat on the Help Centre.

Emma

I recently had a smart meter fitted for gas and electric and for some reason my gas is being estimated. When I log on to my account a pop-up states "We're not receiving your readings." But when I look at my gas usage I can see it is being recoreded accurately each day. If my daily readings as being recorded then why am I getting a message to state otherwise and my usage is being estimated?

I also asked the same question via the email contact address but I've not had a response beyond the 48hr response period.

I had smart gas and electric meters installed by OVO over a year ago. Unfortunately the gas meter stopped communicating with the electricity meter within a few months and despite many attempts through Customer Service to try to fix it I am now reduced to periodically going outside to take manual meter readings from the “smart” meter. I’m in my mid-fifties, have some mobility issues and our gas meter is at ground level so getting down to it is tricky, (especially as they fitted it with the screen facing the side of the box not facing up the way where it would have been easier to read). I live in Scotland and going outside especially in Winter to do this is no fun. The last communication I had from OVO basically said - too bad, live with it you’re not a priority for getting the meter replaced or even have someone come out to inspect and test it. This was despite their Customer Service previously having confirmed the fault and promising me I was on the list for a replacement. My experience with OVO has been soured as a result and I’m looking forward to switching. It seems like they rushed to get everyone into Smart Meters but really didn’t have the resources in place to support what seems like a technological solution still in its infancy. Anyone had similar experiences?

Dear Nancy_OVO,

I’ve been through all that process of trying out booster relays with Jon from the OVO Tech team. In fact he sent two separate relays just to be sure and neither fixed the problem. This is partly what causes me great frustration with OVO. My case history is well documented in the Customer Service case software that the team uses , but anytime someone new tries to help they fail to read the case history and ask me to repeat things I’ve already been through previously. As an experienced electrical engineer I understand the technology, believe me. However, what I don’t understand is the poor customer service effort in resolving the issue.