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hchapman
Rank 2
April 15, 2023
Solved

Smart Meter not commissioned

  • April 15, 2023
  • 28 replies
  • 5910 views

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.

Best answer by Jeffus

Updated on 07/11/25 by Chris_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. 

 

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.

28 replies

Show previous replies
A
Newcomer
a.n
Newcomer
April 22, 2024

Hi @a.n ,

Who is the supplier?

Thanks for your prompt reply @Blastoise186.

My supplier is EDF, for both account. 

Blastoise186
Super User
Blastoise186Super User
Super User
April 22, 2024

Ok. Let me think about this for a bit and I’ll come back to this.

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!
A
Newcomer
a.n
Newcomer
April 22, 2024

@Blastoise186  Thanks for your great help and considering this for me.

Blastoise186
Super User
Blastoise186Super User
Super User
April 22, 2024

No worries. As you aren’t with OVO, I can’t use some of the toys we have in our Forum Volunteer Toolkit and Forum_Support won’t be able to help you, but it’s not the end of the world - we have more toys to play with for these cases. :)

Let’s try this one: https://homebrew.n3rgy.com 

Please tell me what Devices are registered and whether there’s any Warnings or Errors. Be careful not to show me any personal info like your address or MPAN/MPRN - we can’t use those here!

This info will help me figure out a diagnosis.

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!
A
Newcomer
a.n
Newcomer
April 22, 2024

Thanks @Blastoise186 for thinking about my matter. 
Sure. When you ask what devices, if you mean the comma hub or electricity meter, it is a SECURE liberty 101  electricity meter with a WNC ubc-tn6 comma hub ocnnected to it. If you need any further details, please let me know. My gas meter is Landts (if I was right). 
Regarding my Home display I have attached a picture shows you by detail its brand and an error code displaying all the time. 
I hope that helps. 
 

Regards 

 

A
Newcomer
a.n
Newcomer
April 22, 2024

Dear @Blastoise186 

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]

”

Blastoise186
Super User
Blastoise186Super User
Super User
April 22, 2024

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!
    A
    Newcomer
    a.n
    Newcomer
    April 22, 2024

    Thanks for your expertise and a great advise,  @Blastoise186. 
    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. 

      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