No hot water or storage heating following smart meter installation

Had a smart metre fitted today. Old THTC to E10. Fitting finished at 15.45, which showed Tariff rate .1894 on display and Storage heaters/water heater showed on and worked..This price is what I was told for the cheaper Tariff  and heaters/water being on is what I would except for this time of day. At round 4.30pm tariff on display turned to .2402p which would be stitching to standard Tariff. Again this is what I would expect at this time of day. However the storage heaters turned off but the water heater stayed on. This is not the normal practice for off peak tariff under THTC. 

As off 6pm the water heater ring is still live and should by now be off/no power. Storage heaters are off.

May understanding is the storage heaters and water heater on old THTC would remain the same on E10. Is this correct ?

This may well need just the metre to be reconfigured or the installation has not put a water heater circuit on the correct feed.   

Does anyone have a direct number or which team I should be asking for to assist in this issue. 

Cheers

David

Hey @Kirrimove 

It might be best to contact the team to check if some simple remote commands would do the trick here. 

It’s a common fix following 5 port installations where the 5th port isn’t working as it should, the commands from the team tend to fix things. We’ve got some other topics on this that may be helpful:

It’s tricky to tell if this will fix the issue but does sound like the most likely fix. 

Do let us know how you get on.

We’ve heard from another customer in a similar situation that on his THTC system, there were two feeds to the water heater: one on the offpeak circuit along with the storage heaters, and the other on the 24-hour cheap-rate heating circuit. This second feed would normally be off, governed by a switch by the hot water tank. It could be turned on to give a boost if all the hot water had been used up. 

If your system was like this, then it sounds as if the boost switch is turned on. Of course, without the convenience of the 24-hour heating circuit, this boost will be at peak rate, for emergency use only! 

The engineer should have made sure that all the equipment wired to the 24-hour heating circuit was now connected to the constant domestic supply along with every other appliance apart from the storage heaters. You could check the consumer units (fuse boxes) to see how the water heater is connected.

The other customer is in the Scottish Highlands. Where are you? Kirrie’s in the same region ... 

Hello Ovo forum.

I installed a smart meter on the 10th of December as my old meters were being phased out. Upon arriving back to my flat I do not have heating or hot water. My flat uses storage heaters and I get hot water from an immersion heater. I have a separate meter for the heating as it runs off-peak.

When I log in to my account it shows two readings for electricity (one for my old meter and one for my new) but nothing for heating. I used to have a reading for both heating and electricity prior to the smart meter set up.

Is there anything I can do about this? It's winter and having no hot water and heating is inconvenient. 

Kind regards.

Hi ​@Hirra ,

Having no reading for Heating anymore after a Smart Meter upgrade is expected - you’ll have most likely been migrated to a tariff where there’s no “Heating” register anymore so it’s no longer needed. The old Meters will have all been removed as part of the process and replaced with a single unit that does everything - you’ll see those readings as Day and Night/Peak and Off-Peak in the future.

However… I do have a suggestion about your other issue. Give OVO Support a buzz via Live Chat at https://ovoenergy.com/help and ask them to issue the SMETS Commands to reconfigure ECAUL/ALCS and that should do the trick.

Hope that helps!

Hey ​@Hirra 

Sorry to hear about the issue you’re having with that.

It’s not too uncommon with these types of exchanges, and should only take a quick remote command to fix the issue as Blastoise186 has already mentioned. We’ve got a few similar topics that may be helpful:

I’d recommend, again as Blastoise has mentioned, to contact the team via live chat and it may be worth sending them a link to either this topic, or one of the one’s I’ve included above.

Keep us updated with how you get on.

Hello. Thank you both for your support. I contacted OVO via their live chat and requested them to do the reconfiguration as ​@Blastoise186 had mentioned. They said that they can see that there are no issues as my electricity is connected through the meter. They suggested that I ask my landlord to get an engineer to see my boiler/ hot water issue. 

The heating has started to work, which is great!

Hey ​@Hirra,

Glad to hear that your heating is working. If you have any more issues let us know and we can try and help 😊

i HAVE JUST BEEN FITTED WITH A EDMI ES 30 B Smart meter with main electrics consumer unit on terminal 1 and off peak underfloor heating consumer unit fed off terminal 5 three times every 24 hours. I asked for a boost feature so we can boost the feed to the underfloor heating if it is really cold outside of the off peak hours. I was told this could be achieved with the boost button on an Aclara 2 meter but they were like gold dust to get hold of and that’s why SMS fitted the EDMI ES 30 B INSTEAD. INCIDENTLY MY SYSTEM WORKS OFF PHASE 2 FOR ALL THE TIME POWER AND PHASE 3 OPERATING THROUGH AN OUTSIDE CONTACTOR TRIGGERED BY THE METER FOR OFF PEAK HOURS. How do I get this meter to boost the terminal 5 power to run for 60 minutes a time out side the off peak hours when it is particularly cold? As a supplementary question how do I obtain an operating manual for the meter as the SMS engineer said “ we dont supply manuals or tutorials cos you dont need to know because the meter does it all for you automatically?”

Hey ​@confused off peak b ,

Could you show us some snaps of the meter please, just so we can see exactly how it’s been set up?

Thanks!

Hey ​@confused off peak b, 

I’ve done a little digging online for you and found the steps below give them a try! 

How to use the boost function on an EDMI ES-30B smart meter:

1. Activate the main menu: Press and hold the "OK" button on the meter to access the main menu. 
2. Navigate to the boost function: Press the "OK" button repeatedly until you see "BOOST" displayed. 
3. Enter the boost menu: Press and hold the "OK" button to enter the boost menu. 
4. Select boost duration: You'll see options to choose how long you want the boost to last. Use the "OK" button to cycle through the options and select the desired duration. 
5. Confirm the boost: Press and hold the "OK" button to confirm your selection, and you should see "DONE" displayed on the screen. 

Let me know if that works for you. As ​@Blastoise186 has said it’s great if we could see your setup so we can ensure you’re getting the best advice! 

Your image is a bit blurry and hard to follow.

Sorry to be a pain, but please can you upload a clearer one for us?

Hey ​@confused off peak b 

Did you attempt the steps suggested by Chris?

If so, how did this go?

followed your suggestions and arrived at ALC rate2 off 5 but nothing to say how to change this. No boost statement on the screen anywhere that I could see.

From what I can remember on these devices, you can’t ’pre-program’ a Boost, but simply engage Boost at a point in time.

If you follow the steps given earlier, then press the RH button to scroll through a menu, you should arrive on the screen for Boost - (you don’t need the rate 2 screen).

there is no boost menu anywhere on this meter.  iS THIS BECAUSE THE SMART METER SUPPORT TEAM NEEDS TO SEND AN ECAUL TO THE METER TO ALLOW IT TO BOOST AS THEY HAD TO SEND IT A COMMAND TO SWITCH THE PORT 5 ON AND OFF AT THE ECOMOMY 10 TIMINGS AFTER IT WAS INSTALLED . iT NOW SWITCHES PORT 5 ( HEATING AND HOT WATER )3 TIMES IN 24 HOURS AT THE ECONOMY 10 TIMINGS WHICH IS WHAT i ASKED FOR. BUTTHERE IN NO BOOST FUNCTION OUTSIDE THESE TIMES FOR USE IN THE WINTER IF ECO 10 IS NOT SUFFFICIENT TO HEAT THE UNDERFLOOR HEATING IF IT IS REALLY COLD OUTSIDE. i AM AWARE THAT USING THE BOOST OUTSIDE THE ECONOMY 10 PERIODS WOULD BE AT FULL RATE AND ACCEPT THAT.)

If the meter is set up for multi-rate stuff, it should have boost functionality automatically available.

If it isn’t, ECAUL/ALCS will not fix this. It requires a different command altogether.

Can this problem be sorted remotely?

I am currently in the complaints system and changing my2 trad meters for a single smart meter was  supposed to sort out the tarrif problems. The meter was fitted and my induction tester shows the feed to the additional contactor is always live but the feed from the contactor to the heating board becomes live 3 times in 24 hours. I suspect that this is the economy 10 switching I asked for but the meter  only shows a single tarrif rate. My complaints handler is off until 14th July so I can wait until she gets back when she is going to sort all of the billing issues but will need me to tell her what needs doing to the meter to finalize it's operation or should I be ringing someone else to do the meter bit?  We are not using the heating at the moment so only the immersion is on the switched circuit at the moment and wean live with that.

Yes. Doing it remotely is also the only way to do it

So you are advising me I should wait until she gets back and tell her rather than trying to sort it now? That would be great if I have understood you correctly. Thanks