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

Forum|Forum|7 years ago
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!

Show previous replies

Jeffus

Rank 20

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.

Worth trying one of the ofgem regulated 3rd party apps. For example

https://hugoenergyapp.co.uk/

https://loop.homes/

That way you can see if it is an OVO specific issue

Useful background on 3rd party apps

Also check this page to see when daily readings stopped

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

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

When working you should see something like this with a daily reading with the word smart next to it.

TD12345

Rank 4

Thanks jeffus gonna look at the apps shortly - yes daily stopped 5may., saying (smart)

And yes i did change my readings. I choose monthly when i got made appointment for meter to be installed. I then changed to half hour on the app. Then then worked for about 9 days then just stopped.

jasonmturner

Newcomer

So im not the only one with this problem

TD12345

Rank 4

I have downloaded the apps and they dont pick up any data so i guess thats that. If i

contact OVO are they able to turn anything off/on their side to reboot?

Abby_OVO

Community Manager

Hey @TD12345, @jasonmturner

Sorry to hear you’re both still experiencing issues with the meters.

The Support Team can run some tests remotely to check on the meter and how well it’s communicating with us, if at all, so it’s definitely worth getting in touch with them if you’ve not done so already.

You can also submit a smart meter health check directly to the team through the link below for your meter, and they can look into those details to remotely try and fix any issues.

Do keep us updated with how you get on as it may be helpful for other who may have a similar experience.

Currently Playing: She's Electric

kopweb

Newcomer

Hi @Abby_OVO, I’ve been having similar problems to @TD12345, but in my case both the WAN and HAN lights went off altogether on 28th June. I waited a week or so to see if the problem cleared itself. I thought it might be connected to problems around the price cap change.

I tried to use the online form to report direct to the Smart Team but it does not cater for such a situation, and only allows options of On or Flashing for the HAN (Step 3 of 10):

I then got stuck in a long wearisome saga of trying to explain the problem through the normal help channels. I won’t bore you with the details, but I only got a case number for the Smart Team this morning, 2 months after the problem surfaced.

Can I suggest that the online form needs to be tweaked to give a third option of HAN lights are OFF?

Emmanuelle_OVO

Retired Moderator

Hey @kopweb,

Really sorry your issue is on-going, you’ve done the right thing raising this to support.

I’ll pass this feedback onto the team responsible for the online form.

Renewable Energy? Big Fan.

bray55

Rank 2

BRITISH Gas originally supplied my Smart Meter. They could not get it to work. Later OVO electrician came round and connected the Smart Meter that BG could not get to work and as far as Electricity I am smart. So I call BG round again and they still can not get a connection link to work so my GAS is still by reader submission. BG tells me I need to get OVO to allow BG to connect!! Why on earth should OVO be involved? The Smart Meter is installed . OVO are connected but BG technicians can not connect. How do I get this resolved. Why should I be chasing OVO for BG. Any suggestions? You