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

Hi I recently joined ovo having issue with my smart meter not sending Meter readings tried to send one but won't send saying higher than they thought but it what the meter saying anyone else know how to solve this problem thanks 

Hi @Csm and welcome to this customer forum. What type of smart meter do you have. Perhaps you can post a photo - no personal details as this is a public forum

Hi @BPLightlog I have a SMETS1 smart meter this is the picture of Meter 

Ok - presuming that you’re not on economy 7, what can you see if you press button 6?

Hi @BPLightlog New energy and traffi detail with 0009046 different number to when I press 9 

Ok - it sounds like you have a Secure Liberty meter. 
 

• OVO SMETS1 Secure Liberty 100/110 smart meter guide Tutorial

I believe that 9 brings up a ‘total’ register whereas 6 should give the active register which you would use for a reading

Hi @BPLightlog I have just sent that reading by pressing 6 and has now been sent thanks so much for your help with my issue 

Good to hear you got that reading submitted, @Csm. You should see that it falls in line with other readings here:

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

Are your smart meters not able to send us your readings remotely? 

Hi @Csm

Probably worth checking what you see on this page

https://smartmetercheck.citizensadvice.org.uk/

If you are still not seeing smart meter readings automatically on your account, you could see if one of the OFGEM authorised 3rd party apps can see your readings

https://hugoenergyapp.co.uk/

Hi @Tim_OVO  yeah having to send them manually been told can take 6 week for it to commucate had problem with it before smart meter before not sending readings with old supplier 

Hi @Jeffus  thanks will have alook at this 

End of Nov my smart meter stopped sending electric data. There’s a few sparse readings since but the day/night numbers are switched. I’ve just added a new manual reading with the correct values. Smart meter is a Liberty 100.

WAN light flashes between 2 and 3 pulses. HAN light is off.

What on earth am I supposed to do. Am I being under charged? Over charged? Can I get these odd values fixed?

Hi @lesley.oakey and welcome to this customer forum. Something like this has been posted previously but you will need to go through customer support to get it fixed I believe. 
The earlier S1 smart meters have been going through upgrades over recent months and it’s just possible that this has switched your registers. 
One thing to note though is that your day (peak) use is higher than night (off peak) and so it might be better for you if you switched to a single rate anyway. 
What happened to your bills during that time ? They must be confusing. 

Hi @lesley.oakey

Welcome to the customer forum, i am just a customer like you. 

This has happened to quite a few people unfortunately. 

I definitely wouldn't recommend putting in any manual readings. 

In the case below OVO said it was due to their billing software for example. 

There may be some useful info in the above thread

In many cases looking at the posters, OVO also offered compensation as a gesture of goodwill.

Basically you will need to log the issue with OVO. 

https://help.ovoenergy.com/#contact_us_container

Is problem with the dcc network in the sheffield area as my smart meter as lost connection 

Hey @jasonmturner ,

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

This is only one I have at the moment 

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

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

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

Still no joy 😕 😕

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

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.

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. 

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 ?