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. The serial numbers are 22L4******7 and G4F2212******0. Please advise on the best way of getting this problem solved.
Solved
Smart Meter not commissioned
Best answer by Jeffus
Updated on 14/03/25 by Ben_OVO
Hi
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 generic replies on some but not all threads.
Be careful about posting serial numbers on a public forum.
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 your smart meter has stopped sending readings automatically you’ll need to complete a smart meter health check and send the results to our Support Team. You can check your readings via your online account or app.
Dear
I used the link that you sent and this is the result: (just I deleted the personal information as you noticed)
”
Warnings indicate likely problems, Errors indicate real issues
Communications Device (Smart DCC responsibility)Device Type: CHFManufacturer: WNC [1072]Model: unknown [57310102]GUID: Installed: 2022-11-04Firmware Certified: 20/06/2022Firmware Age: 3 [04000007] (number of newer versions available) - Warning: Communication firmware is older than expected (greater than 1) - Could indicate a communication problemSecurity Expiry Date: 2029-11-30 00:00:00 - Warning: Device Configuration has not been completed [DECOMMISSIONED]Electricity Meter (Energy Supplier responsibility)Device Type: ESMEManufacturer: SECURE [1031]Model: unknown [A0A1013D]GUID: Installed: 2022-11-04Firmware Certified: 12/08/2022Firmware Age: 2 [09000000] (number of newer versions available) - No Export MPAN configured - Import MPAN configured []Security Expiry Date: 2025-12-19 00:00:00Gas Proxy Function (Part of the Communications Device)Device Type: GPFManufacturer: WNC [1072]Model: unknown [57310102]GUID: Installed: 2022-11-04Firmware Certified: 20/06/2022Firmware Age: 3 [04000007] (number of newer versions available) - Warning: Communication firmware is older than expected (greater than 1) - Could indicate a communication problem - Warning: Device Configuration has not been completed [DECOMMISSIONED] - OK if no Gas Meter is installedCache: 2024-04-22T16:32:45.505Z [cached]”
+1- Plan Zero Hero
- 7890 replies
Yup, thought so. The Comms Hub isn’t even Commissioned! You need to get an engineer out again to try to commission that before anything will work.
That’s your issue. :)
If they refuse, vote with your feet.
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!
1 person likes this
Thanks for your expertise and a great advise,
I’ll get back to them to ask forcely to send the engineer out sooner, hope they accept me. Once again, thanks for your great help.
1 person likes this
Reply
Log in to the OVO Forum
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.