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hchapman
Rank 2
Apr 15, 2023 6:23 AM UTC
Solved

Smart meter not commissioned

New gas and electricity meters installed in London SW15 on Thursday but not commissioned. Phoned OVO on Thursday morning as requested by Lee (the installer) and was told I would be phoned back in 24 hours, but this hasn’t happened. Have tried to fill in the form for smart meter problems on the app and put in the serial numbers but it responds by saying these aren’t recognised and that I should phone. This means waiting until Monday. I am really disappointed by the lack of response to my request which is made worse by my not being able to get through now. Please advise on the best way of getting this problem solved.

Jeffus
JeffusBest Answer
Rank 20
Apr 15, 2023 6:54 AM UTC

Updated on 07/11/26 by Ben_OVO

 

Hi @hchapman

 

Welcome to the customer forum, i am just a customer like you. 

 

This is a forum where customers try and help each other out. There are no OVO staff here who can access your account. A couple of OVO moderators post replies on some but not all threads. 

 

The full commissioning of new and replacement smart meters can take 8 weeks so it is very unlikely your meter is anywhere near commissioned. Some will be quicker. 

 

It is unfortunate this was not made clear at the installation. 

 

I wouldn't recommend calling on Monday as it is too soon. Keep an eye on your online account over the next few weeks.

 

There is more information here. 

https://www.ovoenergy.com/help/smart-meter-installation

 

Feel free to ask any questions and you may find a customer is able to answer them here

 

If you think your smart meter isn’t communicating, this guide will help you to diagnose the issue, and contact our Support Team if required:

 

 

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Rank 2
hchapmanAuthor
Rank 2
Apr 15, 2023 1:56 PM UTC

Thanks. Lots of data with each tap of button A (date, time, daily standing charge etc) but no R01 + meter reading, unfortunately.

Blastoise186
Super User
Blastoise186Super User
Super User
Apr 15, 2023 2:00 PM UTC

There might be a fix for the signal issues. An SKU2 Comms Hub with a T1 or T2 Aerial might have a better chance of grabbing a signal. OVO can attempt that as one of the fixes. You won’t be charged for it.

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!
    BPLightlog
    Super User
    BPLightlogSuper User
    Super User
    Apr 15, 2023 5:31 PM UTC

    Thanks. Lots of data with each tap of button A (date, time, daily standing charge etc) but no R01 + meter reading, unfortunately.

    Just looking back at your meter images, on the electric side, the display is showing Rate 01 Act Imp which is the reading screen you were looking for (presuming that you don’t have Economy7).

    Bring me Sunshine ~ E&E {Solar PV, Battery Storage, EV, ASHP and Home Assistant automation}
    Rank 2
    hchapmanAuthor
    Rank 2
    Apr 17, 2023 6:01 AM UTC

    Thank you. I didn’t recognise the figure because I wasn’t expecting it to start again from zero! 
     

    All the lights except mesh are now flashing every 5 seconds, which must be a good sign. This started on Saturday. 

      BPLightlog
      Super User
      BPLightlogSuper User
      Super User
      Apr 17, 2023 6:18 AM UTC

      Thank you. I didn’t recognise the figure because I wasn’t expecting it to start again from zero! 
       

      All the lights except mesh are now flashing every 5 seconds, which must be a good sign. This started on Saturday. 

      Sounds hopeful. It’s worth keeping a check on it. You can see if the readings are getting recorded on your account page and if not it’s worth keeping them updated manually. Just look for Smart, Estimated and Manual against each entry. 
      https://account.ovoenergy.com/meter-readings

      Bring me Sunshine ~ E&E {Solar PV, Battery Storage, EV, ASHP and Home Assistant automation}
        Newcomer
        DannyC
        Newcomer
        Oct 11, 2023 11:44 PM UTC

        My Geo In House Display will not connect to my meter…

        Any ideas folks, says 'Not Commisioned'

         

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        Oct 12, 2023 8:08 AM UTC

        Hi @DannyC ,

        Please grab me the status code you see with the error. That’ll help me to give you the right advice.

        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!
          Abby_OVO
          Community Manager
          Abby_OVO
          Community Manager
          Oct 24, 2023 3:24 PM UTC

          Hey @DannyC 

           

          Did you get this issue sorted?

          Currently Playing: She's Electric
          Newcomer
          a.n
          Newcomer
          Apr 22, 2024 2:48 PM UTC

          Hi,

           

          I'm facing an issue with my smart meter. After moving into my property, I requested my energy supplier to replace the prepaid meter left by the previous owner with a standard smart credit meter. They agreed and made the switch. However, it's been nearly six months since installation, and my meters are still not connected to the display unit. Every time I contact them to send an engineer for a fix, they refuse, claiming they're working on resolving it remotely first.

          Currently, the LEDs on my electricity meter show SW and WAN normally flashing every 5 seconds, while MESH, HAN, and GAS are inactive. Based on information I've gathered from this forum, it seems my meters are connected to the DCCs. Despite this, whenever I inquire, they insist the commissioning of my meters has failed. I'm unsure what this means.

          Even after numerous requests, they finally sent an engineer to my property, but he couldn't assist. He mentioned needing to wait for the supplier to complete the commissioning before connecting to the HAN. Now, they continue to attempt remote commissioning without success and are ignoring my requests to dispatch an engineer.

          If anyone has experienced a similar issue or has advice on troubleshooting my meter fault, I would greatly appreciate your insights. It would be helpful to know the best approach when contacting them again. Thank you.

          Blastoise186
          Super User
          Blastoise186Super User
          Super User
          Apr 22, 2024 2:56 PM UTC

          Hi @a.n ,

          Who is the supplier?

          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!
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          Terms & ConditionsAccessibility statement

          OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

          OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

          OVO (S) Gas Limited is part of OVO Group Ltd