My 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😪

Hey there @M550344 ,

I’m really sorry to hear about your bad experience. I don’t work for OVO myself and as I’m only a forum volunteer, I can’t access your account.

What I can do however, is notify the forum moderators about this thread and ask them to feed it back to internal teams. I admit that this might not help you much, but I’m hopeful that it might help others avoid this issue later.

Please bear with me, this may take a few hours but I’ll make sure they get to see this.

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.

No worries.

It is a bit strange and I agree with you. Just one question if that’s OK. Do you know if the engineer who did the install was from OVO/SSE directly, or a contractor like SMS or Lowri Beck? This could help to identify possible options.

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?

It’s usually best to flag those to the Support Team. If the engineers report is available, it’ll flag up the failure and the agent you speak to can help you to re-book to finish the job.

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

The responsibility for commissioning lies with the installing engineer. They use the DCC commissioning app to do so. That app is the ONLY thing capable of commissioning S2 meters and no-one else has access to it.