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

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) after this point 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.

This previous Forum post has some great info about identifying smart meter issues on your online account or app, and there’s also a troubleshooting guide on our website.

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 meters 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!