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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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28 replies

Jeffus
Rank 20
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:

 

 

    Rank 2
    hchapmanAuthor
    Rank 2
    Apr 15, 2023 7:17 AM UTC

    Thanks for your reply but it does raise the question of why Ovo told me I’d be phoned in 24 hours and it hasn’t happened. And if I can’t fill in the form and don’t phone on Monday as you suggest, how will the process of getting the gas and electricity meters commissioned be started? Finally, you are right: neither the engineer nor the rep on the phone gave me any idea that it would take eight weeks before I would be able to go back to monitoring my usage. At least Ovo should be prepared to engage with me about the situation. Based on my experience so far I can’t recommend having smart meters installed to other customers.

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    Apr 15, 2023 7:22 AM UTC

    Please post photos of the meters. I’d like to check something visually.

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    Rank 2
    hchapmanAuthor
    Rank 2
    Apr 15, 2023 11:46 AM UTC

    Thanks for offering to look into this.

     

     

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    Apr 15, 2023 11:48 AM UTC

    There’s five lights above the electric meter, marked SW, WAN, MESH, HAN and GAS. Please tell me which ones light up and how often each one flashes.

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    Rank 2
    hchapmanAuthor
    Rank 2
    Apr 15, 2023 11:53 AM UTC

    WAN flashing all the time.

    SW, HAN and GAS flashing together less frequently.

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    Apr 15, 2023 11:58 AM UTC

    Thanks. That’s enough for me to make a diagnosis.

    You have a possible WAN failure, meaning there’s no link to DCC right now. This isn’t OVO’s fault, nor that of the engineer.

    Please let OVO know about this and they can get someone on it.

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    Rank 2
    hchapmanAuthor
    Rank 2
    Apr 15, 2023 12:10 PM UTC

    Thank you. It’s annoying though, because the engineer said before he started that there wasn’t much of a signal and I asked him not to go ahead if he thought there would be any problems! 

    Is it possible for me to read the meters manually? 

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    Apr 15, 2023 12:12 PM UTC

    Hi @hchapman

    You can give OVO a link to this thread, it can sometimes help them

    https://forum.ovoenergy.com/smart-meters-136/smart-meter-not-commissioned-14750

      BPLightlog
      Super User
      BPLightlogSuper User
      Super User
      Apr 15, 2023 1:23 PM UTC

      Thank you. It’s annoying though, because the engineer said before he started that there wasn’t much of a signal and I asked him not to go ahead if he thought there would be any problems! 

      Is it possible for me to read the meters manually? 

      This might help for a manual reading

       

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