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npirritano
Rank 1
November 29, 2023
Solved

OVO Smart Meter fitted- Off-peak circuit always OFF?

  • November 29, 2023
  • 153 replies
  • 5801 views

Hello,

I'm an ex-SSE customer that was migrated to OVO in June 2023.
I had a new smart meter fitted on the 16th of December 2022 by SSE and since then I had an issues with the Economy 7 tariff.

Initially, all appliances connected to the off-peak rate circuit (port 5) were always ON instead of turning on and off during rate changes.

After contacting SSE support and later on OVO support multiple times, on the 17th of July 2023, OVO sent an engineer that supposedly fixed our issue but instead it changed to the opposite way:
All appliances connected to the off-peak rate circuit (port 5) are now always OFF during both peak and off-peak hours.

Our heating system consists of storage heaters which are all connected to this off-peak circuit so we are now effectively without heating.

We contacted the OVO support multiple times about this issue with no luck.
They sent multiple emergency and non-emergency engineers and none of them was able to fix our issue beside worsening it on the 17th of July.

By going through other posts on this forum, I came to the conclusion that our problem is probably due to a misconfiguration of our smart meter that could be fixed remotely by OVO, specifically the ECAUL and ALCS config via SMETS commands.

I tried to mention this possible fix and those commands multiple times during phone calls and chats with support but they don't seem to understand what I'm talking about or flat out ignore it.

 

Both yesterday and today they sent an emergency engineer that as aforementioned were unable to do anything about it and told us to ask for an OVO engineer.
I tried this but the earliest would be the 29th of January which is ridiculous as we would be without heating for 2 more months during winter.

I’m not sure what to do at this point. I also raised formal complaint through the webchat but that seems not to do anything.

 

The smart meter that we got fitted.

 

Best answer by Emmanuelle_OVO

Updated on 03/04/25 by Ben_OVO:

Hey @insoctek,

 

Sorry for the issues you’re having, 

 

It might be worth speaking to the support team via webchat and sending them this topic. It is something we’ve seen on the Forum several times but might not be something agents are aware of.

 

They need to ask smart support team to send the ECAUL command to update the ALCS configuration.

 

Hope this helps. 

153 replies

Show previous replies
I
Newcomer
insoctek
Newcomer
December 27, 2023

Hi @Emmanuelle_OVO

Thank you for your message.

I did get a private message on Friday that Support were trying to resolve the issue, but nothing subsequently to say they had sent an ECAUL update. I know there has been no change as I have checked.

 

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    December 27, 2023

    Hey @insoctek,

     

    So sorry to hear this,

     

    Forum_Support are looking into this today, you will be contacted once the ECAUL request has been sent. 

    Renewable Energy? Big Fan.
      I
      Newcomer
      insoctek
      Newcomer
      December 27, 2023

      Hi  @Emmanuelle_OVO 

      Thank you for following this up for me. 

        Emmanuelle_OVO
        Retired Moderator
        Emmanuelle_OVO
        Retired Moderator
        December 27, 2023

        No problem, let me know if you have any further issues. But the ECAUL has now been sent 🙂

        Renewable Energy? Big Fan.
          I
          Newcomer
          insoctek
          Newcomer
          December 28, 2023

          I am very happy to report that the ECAUL did the trick and the off-peak circuit on my smart meter is working now!

          Help and advice from the Forum has been crucial in getting my problem resolved and I am most grateful to all who gave assistance,  especially @Emmanuelle_OVO  Thank you.

            Blastoise186
            Super User
            Blastoise186Super User
            Super User
            December 28, 2023

            Hehehe, works everytime that trick!

            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!
            V
            Newcomer
            VeeNotV
            Newcomer
            December 28, 2023

            I second this! So glad I now have a warm flat for the first time this winter. Thanks everyone :)

            I am very happy to report that the ECAUL did the trick and the off-peak circuit on my smart meter is working now!

            Help and advice from the Forum has been crucial in getting my problem resolved and I am most grateful to all who gave assistance,  especially @Emmanuelle_OVO  Thank you.

             

              H
              Newcomer
              hayvoe
              Newcomer
              February 23, 2024

              In November problems arose with my Off Peak which was controlled by an RTS switch device.

              Eventually in January this year a new Smart meter was installed but it won’t control the Off- Peak. We have had no Off-Peak supply for 6 weeks now. Our supplier (not OVO) claims that they can’t control our meter remotely but are getting readings. What can be done to get the meter to restore the Off-Peak supply? The meter is EDMI with a standard420 communications module. The meter shows two readings Export and Import but Export stays at 0.

              Firedog
              Super User
              FiredogSuper User
              Super User
              February 23, 2024

              Because there are several different models of EDMI smart meters, it would be easier for someone to advise you if you posted a good clear photo of the meter itself, including all the other stuff on the same backboard.

              Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
              H
              Newcomer
              hayvoe
              Newcomer
              February 23, 2024
              New Smart Meter.

               

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