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chris.fordy
Rank 1
March 17, 2019
Solved

Smart meter not communicating - how long will I be waiting for a fix?

  • March 17, 2019
  • 86 replies
  • 13489 views
Has anyone else had issues where their new smart meters have been installed but not communicating at all, nothing being shown on display?
In contact with OVO (4days ago) they confirmed it was a meter issue and would be in contact, still waiting for the call, and means another day staying in for the engineer, get a grip OVO.
Best answer by Nancy_OVO

Updated on 28/10/25 by Ben_OVO

 

Sorry to hear about the issues you’re having with your newly installed Smart Meters. It can sometimes take up to 6 weeks after they’ve been fitted to have everything up and running but, if you’re still not seeing any Smart meter usage data either on your online account or the In-Home Display (IHD), we might need to do some investigating.

 

If you check the meter readings page of your online account, any smart meter readings will be labelled as ‘smart meter reading’. If they’re labelled as ‘estimate’, then it may that the meter isn’t sending reads. We’ve got a handy guide for diagnosing smart meter issues yourself online or on the app:

 

 

If you believe your meter isn’t sending readings we’d recommend carrying out a Smart meter health check for your meter type below, there is an online form to fill in, the results will be sent directly to the right team:

 

SMETS1 Secure Smart Meter Health Check

SMETS2 Smart Meter Health Check

 

The Smart team will then be able to check whether the issue can be sorted remotely or we might need to send out an engineer to take another look.

 

Engineer availability is dependent on your area so we can’t give an exact time frame for when this might take place - but rest assured we’ll be in touch as soon as we can to get an appointment arranged.

 

In the meantime it’s worth noting that communication issues won’t affect the meter’s ability to track your usage and you can still take a reading from the meters  - find out how on this relevant topic. Once you’ve taken a reading you can submit this easily on your online account or OVO app (Download for Android or iOS). 

 

Hope the issues are resolved soon so your can start enjoying the benefits of going smart! 

 

OVO member but not got a smart meter yet? - Book today!

Interested but not yet an OVO member? - Check out our plans!

 

86 replies

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Blastoise186
Super User
Blastoise186Super User
Super User
January 11, 2023

It can take up to 48 hours to fully pair. Stop by again if it still doesn’t work after that!

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Rank 2
PhilipJ451
Rank 2
January 11, 2023

OK, thanks

PhilipJ

 

P
Rank 2
PhilipJ451
Rank 2
January 16, 2023

Well here we are 5 days now since the OVO assistant on-line issued the “connect” command to my meter, the IHD went through a process of joining the network but since then it has just sat there saying “waiting for current data”.

Occasionally it will do what appears to be a re-boot in that the 3 coloured LEDs along the bottom will flash on and then it will display the steps like it has just been powered up.

This is getting a bit frustrating, what can I do to get my IHD working properly?

regards

PhilipJ

 

Tim_OVO
OVO Staff
Tim_OVO
OVO Forum Legend
January 17, 2023

Sorry to hear this, @PhilipJ451 - it sounds like something’s happening over there with that IHD. We can’t comment on the status or the next steps from here on the forum. You may consider giving it some more time and if no change, letting our Support team know the latest...

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PhilipJ451
Rank 2
January 17, 2023

Hi @Tim_OVO , thanks for the reply.

I had another long telephone conversation with one of the support people yesterday and he was unable to find a reason for why the IHD isn’t getting any data so he has escalated it up to a higher level of support team (forgot the name he used) and they will see if they can achieve anything remotely. If not it sounds like I will be getting a new IHD posted to me.

regards

PhilipJ

 

    Csm
    Rank 3
    Csm
    Rank 3
    April 8, 2023

    Hi I recently joined ovo having issue with my smart meter not sending Meter readings tried to send one but won't send saying higher than they thought but it what the meter saying anyone else know how to solve this problem thanks 

    Csm
    BPLightlog
    Super User
    BPLightlogSuper User
    Super User
    April 8, 2023

    Hi @Csm and welcome to this customer forum. What type of smart meter do you have. Perhaps you can post a photo - no personal details as this is a public forum

    Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
      Csm
      Rank 3
      Csm
      Rank 3
      April 8, 2023

      Hi @BPLightlog I have a SMETS1 smart meter this is the picture of Meter 

       

      Csm
      BPLightlog
      Super User
      BPLightlogSuper User
      Super User
      April 8, 2023

      Ok - presuming that you’re not on economy 7, what can you see if you press button 6?

      Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
        Csm
        Rank 3
        Csm
        Rank 3
        April 8, 2023

        Hi @BPLightlog New energy and traffi detail with 0009046 different number to when I press 9 

        Csm
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