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November 5, 2017
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My smart meter needs to be 'commissioned' - What does this mean?

  • November 5, 2017
  • 33 replies
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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.
Best answer by Tim_OVO

Updated on 17/04/26 by Abby_OVO

 

‘Commissioning’ a smart meter allows the meter to link up to the network and begin sending the readings to us automatically. The engineer should commission the smart meters during your installation but occasionally this might not be possible, so a follow up visit may be required.

 

How to check whether your meters are commissioned?

 

You can check whether your Secure S1 Smart meter is commissioned by following the steps below:

  • Press '0' on the meter's keypad. (This applies for both the electricity and gas.)
  • If a meter has been commissioned correctly, the meter display will begin to cycle through various screens; starting with the date and time.
  • If a meter has not been commissioned, displayed on the screen will be 'COMMISSION - YES OR NO'. (This will be abbreviated.)

 

On an Aclara S2 meter, check the meter is commissioned by checking the electricity smart meter communications hub (at the top of the meter). If the HAN light is not flashing, this suggests that it hasn’t been commissioned. Further to this, on the screen itself, a commissioned meter would have a signal bar and "HAN" written on it to indicate connection.

 

Non-commissioned Meter(s)

 

You can find out more about the smart meter health checks in these helpful guides: 

 

Second generation (S2) Aclara smart meter health check (SMHC)

First generation (S1) Secure smart meter health check (SMHC)

 

OVO member but not got a smart meter yet? - Book today!
Interested but not yet an OVO member? - Check out our plans!

33 replies

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C
Newcomer
charlesyo
Newcomer
November 24, 2023

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??

Blastoise186
Super User
Blastoise186Super User
Super User
November 24, 2023

Hi @charlesyo ,

I can try to advise on that, but please show us photos of the meters first. Forum Volunteers like myself can’t access your account, so we’ll need those photos to identify your setups.

Thanks!

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
C
Newcomer
charlesyo
Newcomer
November 24, 2023

 

Blastoise186
Super User
Blastoise186Super User
Super User
November 24, 2023

Hmm… It’s not even commissioned properly…

You’ll need to get an engineer out. Try https://smart-meter-help.ovoenergy.com for this. That form should sort this out for you.

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    L
    Newcomer
    Lfrancis65
    Newcomer
    March 20, 2024

    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? 

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    March 20, 2024

    Hi @Lfrancis65 ,

    Please post photos of the meters - we can’t provide much advice without them.

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
      Shads_OVO
      Retired Moderator
      Shads_OVO
      Retired Moderator
      March 21, 2024

      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.

        L
        Newcomer
        Lfrancis65
        Newcomer
        March 21, 2024

        The engineer said it was in dumb mode, decommissioned.  Iv tried talking to customer service on phone and chat  but I explain to them what it is and they get it mixed up along the way, its very frustrating and it stresses me out as I suffer with my mental health and anxiety.  This is my first home on my own and I don't have anyone to help me out as my mother recently passed away. 

        L
        Newcomer
        Lfrancis65
        Newcomer
        March 21, 2024

         

        L
        Newcomer
        Lfrancis65
        Newcomer
        March 21, 2024

        The engineer said its not communicating with the hub, so as Iv had a new gas smart meter that communicates fine but as the electric don't they would both need doing the same time 

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