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C
Rank 1
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

Show previous replies
BPLightlog
Super User
BPLightlogSuper User
Super User
April 8, 2023

Ok - it sounds like you have a Secure Liberty meter. 
 

I believe that 9 brings up a ‘total’ register whereas 6 should give the active register which you would use for a reading

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 just sent that reading by pressing 6 and has now been sent thanks so much for your help with my issue 

    Csm
      Tim_OVO
      OVO Staff
      Tim_OVO
      OVO Forum Legend
      April 11, 2023

      Good to hear you got that reading submitted, @Csm. You should see that it falls in line with other readings here:

       

      https://account.ovoenergy.com/meter-readings

       

      Are your smart meters not able to send us your readings remotely? 

      Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
        Jeffus
        Rank 20
        Jeffus
        Rank 20
        April 11, 2023

        Hi @Csm

        Probably worth checking what you see on this page

        https://smartmetercheck.citizensadvice.org.uk/

        If you are still not seeing smart meter readings automatically on your account, you could see if one of the OFGEM authorised 3rd party apps can see your readings

        https://hugoenergyapp.co.uk/

          Csm
          Rank 3
          Csm
          Rank 3
          April 11, 2023

          Hi @Tim_OVO  yeah having to send them manually been told can take 6 week for it to commucate had problem with it before smart meter before not sending readings with old supplier 

          Csm
            Csm
            Rank 3
            Csm
            Rank 3
            April 11, 2023

            Hi @Jeffus  thanks will have alook at this 

            Csm
              L
              Newcomer
              lesley.oakey
              Newcomer
              April 11, 2023

              End of Nov my smart meter stopped sending electric data. There’s a few sparse readings since but the day/night numbers are switched. I’ve just added a new manual reading with the correct values. Smart meter is a Liberty 100.

              WAN light flashes between 2 and 3 pulses. HAN light is off.

              What on earth am I supposed to do. Am I being under charged? Over charged? Can I get these odd values fixed?

               

              BPLightlog
              Super User
              BPLightlogSuper User
              Super User
              April 12, 2023

              Hi @lesley.oakey and welcome to this customer forum. Something like this has been posted previously but you will need to go through customer support to get it fixed I believe. 
              The earlier S1 smart meters have been going through upgrades over recent months and it’s just possible that this has switched your registers. 
              One thing to note though is that your day (peak) use is higher than night (off peak) and so it might be better for you if you switched to a single rate anyway. 
              What happened to your bills during that time ? They must be confusing. 

              Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
                Jeffus
                Rank 20
                Jeffus
                Rank 20
                April 12, 2023

                Hi @lesley.oakey

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

                This has happened to quite a few people unfortunately. 

                I definitely wouldn't recommend putting in any manual readings. 

                In the case below OVO said it was due to their billing software for example. 

                There may be some useful info in the above thread

                In many cases looking at the posters, OVO also offered compensation as a gesture of goodwill.

                Basically you will need to log the issue with OVO. 

                https://help.ovoenergy.com/#contact_us_container

                 

                  J
                  Newcomer
                  jasonmturner
                  Newcomer
                  May 12, 2023

                  Is problem with the dcc network in the sheffield area as my smart meter as lost connection 

                  Show more replies
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