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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

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B
Rank 2
bray55
Rank 2
October 31, 2023

 

B
Rank 2
bray55
Rank 2
October 31, 2023

If BG does not get their act together it might come to that. The slight niggle is BG direct debit billing on my submitted meter readings is for actual usage. OVO will not do this and take an estimated annual usage monthly figure which in summer is way more but I suppose balances out come winter. Might have to do this.

Blastoise186
Super User
Blastoise186Super User
Super User
October 31, 2023

This entire setup is SMETS2. OVO doesn’t need to be involved to commission the gas meter.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    November 1, 2023

    Hey @bray55,

     

    Blastoise is right, second generation smart meters should be compatible with all providers.

     

    Keep us posted how you get on.

    Renewable Energy? Big Fan.
    Jeffus
    Rank 20
    Jeffus
    Rank 20
    November 14, 2023

    If BG does not get their act together it might come to that. The slight niggle is BG direct debit billing on my submitted meter readings is for actual usage. OVO will not do this and take an estimated annual usage monthly figure which in summer is way more but I suppose balances out come winter. Might have to do this.

    Have you made any progress @bray55 ?

      B
      Rank 2
      bray55
      Rank 2
      November 14, 2023

      Afraid my motivation at this time of year is not what it should be. I think I will check OVO gas rates and take the easy route if they prove as good as BG.

        H
        Newcomer
        holmesy777
        Newcomer
        April 13, 2024

        I've had a smets2 meter fitted for over a year now and never really thought about why I'm receiving estimated bills. This has never bothered me until I wanted to change to an EV tariff. I then realised that my meter was not sending readings as the wan light was flashing every 2 seconds. However recently a neighbour removed an outbuilding and the meter now has a steady signal flashing at 5 second intervals but when I contact the supplier they say they aren't receiving the readings! I've tried the citizens advice link which was posted on another thread but it says they have no record of a smart meter at that location? Looking for advice on how to get my smart meter working correcly

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        April 13, 2024

        Hi @holmesy777 ,

        Who is your supplier please?

        Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
        H
        Newcomer
        holmesy777
        Newcomer
        April 13, 2024

        British gas but looking to move......never been happy with their customer support.

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        April 13, 2024

        I see. It may be worth moving to a new supplier first, then get the new supplier to help fix this.

        If you want to switch to OVO, you can get a quote via https://switch.ovoenergy.com . I won’t get any commission or kickback if you use this exact link and it’s the same one you’d find on Google. The tool at https://smart-meter-help.ovoenergy.com would then be able to assist you to get help once you’re on-supply.

        Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
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