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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

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Blastoise186
Super User
Blastoise186Super User
Super User
May 12, 2023

Hey @jasonmturner ,

I can’t check directly. Can you show us the meters? I can probably help with diagnostics based on a visual check

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J
Newcomer
jasonmturner
Newcomer
May 12, 2023

 

This is only one I have at the moment 

 

J
Newcomer
jasonmturner
Newcomer
May 12, 2023

The Wan light is flashing every second then solid then back to flashing the Han light is unlight 

Blastoise186
Super User
Blastoise186Super User
Super User
May 12, 2023

Yeah, sounds like a WAN failure. I’d suggest letting OVO know and they can get DCC on it

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J
Newcomer
jasonmturner
Newcomer
May 12, 2023

They're only installed on the 2nd of may I'll give it another 24hrs and see if anything changes

J
Newcomer
jasonmturner
Newcomer
May 17, 2023

Still no joy 😕 😕

Blastoise186
Super User
Blastoise186Super User
Super User
May 17, 2023

Ok, then I’d definitely say let OVO know so it can be looked into. :)

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Rank 4
TD12345
Rank 4
May 24, 2023

 

meter suddenly stopped sending readings.   I have given up waiting and checked meter today - WAN and  HAN both flash every 5 secs so communication looks good?     Any ideas?

Also IHD still showing updated April prices - how do i change these?

Thanks in advance for your help.

NortyNorton90_OVO
OVO Staff
NortyNorton90_OVO
OVO Staff
May 24, 2023

Hi!

I take it your smart readings are not appearing on your most recent bill and/or online account? 

It sounds like a non-com meter, this does sometimes happen with Smart Meters. With a non-com meter the meter will still sometimes be able to communicate across the HAN (Home Area Network), but not the WAN (Wide Area Network). 

If you have a SMETs2 Meter, this is a newer version of Smart Meter which connects and sends readings via the DCC (Data Communication Company). Depending on where you are in the country, depends on how your smart meter connects to the DCC. Currently the DCC use external companies such as Telefonica and Arqiva to connect to smart meters across the UK. These external companies have been experiencing issues with the connectivity in certain areas with masts that need repairs and poor signaling infrastructure. 

Due to these external companies who work for the DCC being out of OVO and other energy companies control, until these repairs and improvements are made OVO cannot reinstate connection.

I’m sorry this is not the answer you were probably looking for, but at least you know its a wider issuer that many smart energy customers are facing across the UK. 

NortyNort90 - helping one post at a time
T
Rank 4
TD12345
Rank 4
May 24, 2023

 

My meter has only installed a few months ago - i did have auto readings for a while and then stopped.   The fact it did sent half hourly readings no long ago….. could the above still be the case ?

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