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

Thank you Jeffus

Hi there, 

I had a smart meter installed last spring. It wasnt communicating and I had contacted ovo about it (thugh it took me a while to notice). They said meter readers in my area werent communicsting in general. I’ve been able to submit my meter readings for two months now but I’ve still had a bill through? Anyone else had this issue?

So you have received no communication from OVO at all regarding your account? Have you registered for an online account that you can use via the OVO app or by logging on through a laptop/PC? In my experience, OVO send 3 months’ worth of bills every three months via email, but I am able to download them separately for each month by logging into my account.

I've been with ovo for over a decade and I was in my online account just before starting this thread. Aside from when I phoned them to first raise this, I haven't heard from them. 

I find the best way to contact OVO is not by telephone but by using the Messenger option on their Facebook page. This gives you dated proof of your contacts. (These can be useful if you need to escalate a complaint to the Energy Ombudsman). Can you see your monthly bills in your online account? On the Home Page of my online account, I can quickly access my bills for the last few months via these buttons but I can go further back using the “Bills” tab.

Hey ​@moadore,

Welcome to the community.

As Bendog has said you can access your bills through your online account and you can find more information in the guide below:

We’re wanted to let you know that we're working on a solution for our customers in areas with low or poor network coverage. Keep an eye on the forum for updates and we appreciate your patience. If you live in one of these areas, it might be helpful to send us your meter readings every month. This way, we can make sure your billing is up to date.

And remember, if you have any questions or need assistance with your account, our Support Team is here for you and happy to help!

Good morning!!! I'm Radmila *edited by moderator* and I received a letter from OVO saying that the electricity meter is not working properly and I need to make an appointment for the technician to come and see what the problem is.

This may be due to your meter being old and in need of replacement. If it’s a smart meter there may be a problem with OVO taking remote readings. This as the letter suggests it will need an engineer to come out and fix the meter issue through the maintenance mode. Should this not be possible they may need to replace your meter.

This may be due to your meter being old and in need of replacement. If it’s a smart meter there may be a problem with OVO taking remote readings. This as the letter suggests it will need an engineer to come out and fix the meter issue through the maintenance mode. Should this not be possible they may need to replace your meter.

Good afternoon and welcome to the community ​@Radmila Turcan! 

The letter should include instructions on how to book an appointment with one of our engineers to replace the meter. Alternatively, you can follow the link below for information on how to contact our Support Team for further assistance.

Morning ​@Radmila Turcan, I hope you had a good weekend.

Did you manage to speak to Customer Services to book the appointment?