Sigh… Why are OVO Support not trying the obvious fixes first… Reconfiguring ECAUL/ALCS is the first thing I’d try if I had the ability to do it…

I’ll try to show you the power of ​@Lukepeniket_OVO . If he gets a chance to swing by, he can probably fix this in a heartbeat. Please bear with us for a bit.

This sounds frustrating, but it’s not unusual to discover after the installation engineer has left that a circuit that’s supposed to go live at, say, midnight doesn’t actually do so. The engineer can’t tell whether it will or not …

What plan are you signed up for - Economy 7 or 9 or 10, or perhaps Domestic Economy? They all have different offpeak hours, so we can’t tell you what to watch for without knowing the plan. The LED on the contactor box on the right-hand side of the meter is supposed to turn green during offpeak hours.

Did you get an In-Home Display from the engineer, and is it set up and working? 

It does rather sound as if the ALCS that controls the contactor was either configured wrongly or not configured at all, in which case the remote ECAUL request should sort it out as Blastoise suggested. It would of course make sense to try this first before arranging a site visit.

Thank you both for replying,

Frustrated does not cover it, I am thoroughly FED UP with being told different things depending on who you speak to...

​@Blastoise186 It is definitely the ECAUL/ALCS function that needs to be reset. I found a test button on the meter and when pressed - lo and behold my hot water and heater came on (well, for a few ‘test’ minutes)

​@Firedog With regard to the tariff, I have been given is - Simpler Energy - Region Specific (variable). This is supposed to activate the heating/hot water at the following times: 1.30am - 3.30am, 8.00am - 11.00am, 4.30pm - 5.30pm & 10.00pm - midnight; so a total of 8 hrs of off-peak over the day.  Seemingly I am still in a load managed area (LMA) set by the DNO, so I can’t get E10. Although the installation engineer said I was NOT in a LMA and the electrician also said I should have E10, to get the best our of my heating. I imagine the meter is pre-programmed with these times now though, so I guess I am stuck with it.

I had previously officially complained about not being offered a choice of tariffs, when the first meter install was booked (March 2025 - this failed). Back then I was told by a ‘customer resolution specialist’ that ALL tariffs should be open to me; see below message screen grab >

However, it seems sine then I have been locked into a LMA region again.

As for my my IHD, this is not showing the correct rates for my plan (those that show are higher) and until I hit the ALCS reset button, I couldn't even see an off-peak rate. I’m being told it can take weeks for the IHD configuration to ‘catch up’?! Having looked in my online account, the correct rates are on there, though.

You have a Smart Meter. Even if the times and/or rates were pre-programmed, updating them is a simple task of pushing down new configs to it - the IHD would immediately pick those up right after the meter does.

However, ECAUL/ALCS cannot be updated locally - the best an engineer can do is make a phone call or press a few buttons within an app while stood in front of the thing which triggers the commands to be sent down via the WAN… All of which can be done remotely back at the office.

Thank you.
  

That’s one good sign, then - the ALCS works and flips the contactor to get power to your heating equipment. All you need now is to get it working when it’s supposed to. Have you been able to spot what times the tariff is changing at? That is a separate schedule from the one governing the ALCS, but ideally they should coincide. 
  

Right. Because there’s no longer an RTS to enable Shetland Energy to apportion power to users so as to avoid overloading the network, it’s probable that you and your neighbours have been allocated slightly different time slots. Are the eight hours of offpeak electricity not enough to charge up your heater? It wouldn’t normally take more than three or four hours to heat up a water tank from cold unless it’s a really big one or really poorly insulated.
     

That’s another remote job for Support in due course, Update tariff configuration. It’s not vital for the rates shown by the IHD to be perfectly accurate, because they only provide a guide to your costs. Your online account will give you the accurate billing figures.

As far as I can tell, the VAT-inclusive rates for your tariff are  29.76 p/kWh peak, 20.63 p/kWh offpeak and 61.67 p/day standing charge for payment by Direct Debit. These are the numbers I’d expect to be seeing on your meter and IHD; they will be falling by 3-4% from 1 July. You can see all the (85!) tariffs currently available on the Plans page. You may be able to see suggestions with next quarter’s prices by visiting the Home page to Get a quote.

Hey ​@Anja Richardson 

Sorry to hear about this but I’m glad you were able to get some help from our community members.

If you’ve not done so already, please do get in touch with the Support Team so they can run the remote commands to resolve this issue. I’ve linked below to a couple of similar topics too which may be helpful:

Do keep us updated with how you get on.

Current status, meter now finally communicating with heating/hot water circuit (as of 16/06/25).

HOWEVER!!!!

Due to the technology not being able to cope with with my Region Specific timings (LMA - 8 hours). So I have been switched to E10 until such time they have a solution (not imminent) and then I'd go back to the LMA times. 

But my off peak rate (02) comes on at the times advised as per my Region Specific tariff, which do not align with the E10, except for a two hour overlap. This means for 8 hours my heating & hot water is charged at peak rate, as far as I'm aware. And even if they sort this I potentially have 2 hours adrift, which would not tie in with my given (LMA) hours.

I’m beginning to sound a bit like a broken record. ‘… offpeak rate comes on at the times advised ...’. There are three schedules that should match up in a complex metering arrangement like this:

1. The tariff as given on your Plan page or as laid out in an offer or confirmation email or letter should specify the times at which the rate changes from peak to offpeak and vice versa;
2. The ‘Tariff Switching Table’ in the meter should mimic the timings at (1) to govern when the peak and offpeak registers are active;
3. The meter’s ‘ALCS Calendar’ should also mimic the same timings to turn power on and off to the switched circuit for heating equipment..

 So which of these three are you referring to when you write ‘I have been switched to E10’? Similarly, which of the three does ‘my off peak rate (02) comes on’ refer to? 

You can clearly see when the ALCS energizes the switched circuit when the LED on the contactor enclosure (the L470 type 5451 box on the RHS of the meter) turns from blue to green. There may also be signs within the house - the IHD will show signs of high power draw (>1 kW) and perhaps an orange or red traffic light, and indicators may light up on near heating equipment. It’s not so easy to see which meter register - peak or offpeak - is active. Repeated presses of button ‘A’ may eventually reveal the Actv m=Active] Tariff Price, which should indicate whether the current rate is peak or offpeak. If the heating equipment is charging up, checking which TOU register 01 or 02 is increasing. We can never be certain that this is how the meter has been configured, but 01 ought to be peak and 02 offpeak to avoid DCC’s displeasure. I can’t work out which button sequence to press to get to the different register readings, but a bit of trial and error should sort it out.

Once it’s clear which timetable is right - matching the E10 timings* - and which not, you know which adjustments Support have to ask to be made, either to the Tariff Switching Table or the ALCS calendar - or possibly both.
  

*  Current offpeak times (during BST): 05:30 - 08:30, 14:30 - 17:30, 21:30 - 01:30

​@Firedog I’m sorry what I wrote was not clear, in my mind in made sense... I’m not as savvy with the correct terminology.

From your very comprehensive explanation below, I will hopefully be able to get this resolved soon.

At the risk of talking gibberish again, here is my understanding of what is going on.

I believe that my discrepancy was/is the tariff given as per my plan (1) & ‘Tariff Switching Table’ (2) were both programmed @ Region Specific/LMA tariff times - this is where the off peak rate kicks in (visible on the IHD). Therefore this does not align with the ALCS calendar (3), which was set @ E10 times following the ECAUL/ALCS reset. 

Saying that, I have actually just managed to speak to a very helpful advisor, who has amended my plan from the Region Specific/LMA tariff to E10. So at least on paper the ‘tariff on the plan’ now aligns with the ‘ALCS calendar’.

I suspect I may still need a reset on the ‘Tariff Switching Table’, which still appears to be on the original ‘Region Specific LMA’ time settings. But I guess this may need a moment to reconfigure? At least I’m 2/3 of the way there now and I know what action I need to ask for next, should all three not line up with the E10 timings in in the next 24/48 hours.

Thanks for your assistance and sharing your knowledge.

Thanks for the update - your experience documented here may be helpful for other islanders going through this wretched process. It’s discouraging that it should take three weeks to get 2/3 of the way there, but I don’t know of any way past the hindrances that the support system raises against customers like you. At least you know what’s needed and with any luck someone at OVO’s end in a position to do the necessary also knows, so let’s hope your case soon floats to the top of the right inbox. Please keep us posted!

​@Firedog so an OVO customer who's been left (I say left, abandoned is probably a better term) with issues following a smart meter install has to contact a knowledgeable volunteer, learn how the tariff and meter configuration works, then get instruction from the volunteer to pass to the support team to resolve the issue. 

There's clearly serious issues with OVO support for complex meter installations, especially following the installation. Other suppliers are also having similar issues, but the frustration is OVO have all this information at hand but no-one is closing the loop from resolution to learning the lessons. 

It's good to see this being resolved but it should never have got to this stage in the first place.

I’ve been banging a drum for a long time about the lack of advice available to those being migrated from one kind of tariff to another in connection with the RTS shutdown. The problem is probably most evident in Northern Scotland, where Scottish Hydro’s old THTC scheme has no parallel in the smart meter universe. You point to post-installation issues, but advice is also needed long before the meter exchange as bewildered customers have to decide what sort of arrangement best suits their own unique heating equipment installations. 

Before SSE’s customers were shuffled off to OVO, the supplier had a department full of complex metering system experts able to provide the advice customers needed. To my knowledge, that sort of department no longer exists, and while there may be others I don’t know about, this forum is for many the only source of guidance for RTS refugees. 

If you can't make a difference with one foot in the door at OVO I guess there's little hope! I'm part of a FB group for THTC customers, it's been running for a couple of years now and it was set up to help customers given the desperate lack of available information and advice. It's generally N & NW Scotland customers and predominantly OVO customers. The group shares experiences and information, but if the install is complex or the issue becomes very technical and they're OVO customers I'll suggest they post their issue on here

You're quite right that customers are feeling bewildered long before the install, for many customers they been on THTC for decades and never even considered changing supplier, they're possibly elderly and don't understand how their existing setup works, and all of a sudden they're being forced into a new world of high tech kit, tariff choices and a looming deadline - which after publicly declaring for months 'the end of the world is nigh', it now seems they've come up with a plan to help suppliers plough through the remaining changeouts.

In my view THTC has been continually kicked into the long grass by Ofgem and the main suppliers, when installed it had huge benefits (£) for the Hydro Board, and customers (largely council and housing associations) were incentivised to sign up to the attractive tariffs, the more customers, the more peak load control this gave the Hydro. 

So major benefits for the supplier when they installed THTC, replacing THTC is just a pure cost up front for suppliers, probably another reason it's been ignored. As a tariff in the modern erratic energy market it clearly no longer works for suppliers.

But we are where we are! This particular case just highlighted what some customers are trying to deal with, when you take a step back and look at what's happening, the level of understanding the customer now needs to move this case forward just seems ludicrous! 

Completely agree that the volunteers on this forum are a huge helpful resource for customers, it's just a shame the learnings don't appear to be getting integrated back into the support team. Given the CEO's recent interview and his plan to focus on delivering excellent customer service, I'll maybe dig out his email address

Hey ​@Firedog & ​@Infiltrator, 

Our forums are open to everyone, not just OVO customers, providing a platform for peer-to-peer support regardless of energy supplier. We do, however, moderate discussions to ensure accuracy and prevent misinformation, a contrast to the often unmoderated content found on platforms like Facebook.

While most installations are straightforward, our engineers sometimes encounter complex setups. A small number of these require ongoing fixes, such as the Alt-Han installs that were temporarily paused due to an earthing safety recall.

We have a dedicated team specializing in multi-rate or "exotic" metering types who can offer limited advice. We also have a general understanding of other RTS systems like storage heaters and immersion tanks, but for troubleshooting, the expertise of boiler technicians or engineers is essential.

We are continuously looking for ways to assist customers transitioning to newer tariffs and meters to prevent service interruptions. If there are specific areas where you'd like to see more support, we are open to collaborating on customer-facing articles, similar to the RTS article created with Blastoise.

I hope this helps and if you’ve any questions, please shout out! 

Thanks for the response Chris, you did say if we’ve any other questions, so..

Why has this install and support follow up gone so badly?

Just to recap,

• customer left without heating and hot water following smart meter install, would you agree this isn’t acceptable?

• initial support seemed to believe the issue wasn’t related to the meter install and suggested the customer engage an electrician (at their cost) to investigate the error, electrician find no issues with the domestic wiring, acceptable? 
• customer, out of frustration with support responses, engages the assistance of the volunteers on the customer to understand how the meter and tariffs are configured so they can advise support what action is required, as I mentioned above, this seems ludicrous.

Please don’t think I’m just OVO bashing, many cases on here are one’s that I’ve suggested our FB group members should seek technical help with to resolve, and the vast majority get sorted quickly, this case has just frustrated me. No-one in OVO support seems to have taken ownership of the issue and I believe it still hasn’t been progressed. Possibly the complex meter team should be more involved, and take ownership till completion with THTC support cases?

Like others on here, myself and the other members on our FB group are just keen to help customers get through this change as smoothly and as efficiently as possible.

On a positive note, on our group we see issues from most suppliers, and personally I’d say OVO have probably been the most organised, we don’t hear much from SP which could be a positive, but some of the others really haven’t covered themselves with glory.      

Hey ​@Infiltrator,
 

Thank you for taking the time to share your thoughts on this, it’s clear you’re speaking from experience, and I’m really sorry that both you and others have found yourselves stuck in these frustrating situations.
 

You’re absolutely right, we should be doing better at recognising when an issue is meter-related rather than wiring-related, especially before asking customers to spend their own money on electricians unnecessarily. It’s unacceptable that some members of the community are left without clear guidance, or even worse, without heating or hot water, while we try to pin down the right solution.
 

I completely understand your concern about the reliance on external engineers for relatively straightforward configuration fixes that could, in many cases, be handled remotely. It’s something we’ve raised internally, and will continue to push for better processes, clearer communication, and more consistent advice across the board. Your feedback really helps highlight just how much this matters.

Apologies again for the stress this has caused, please rest assured your voice is being heard, and I’m sharing this with the relevant teams.

Thank you for being such a supportive and constructive part of the forum! 

I’m not certain, but I suspect that this is unavoidable in some cases. For example, a simple Economy 7 installation requires that - among many others - requests to set the tariff switching table to the appropriate E7 timings and to set the ALCS calendar to the same timings have to be sent. While the engineer on site may get success notifications, the proof of the pudding is in the heating (sorry!), and that won’t happen until around midnight that night. Even if the engineer did get the storage heating equipment connected to the right supply, if the meter hasn’t received and stored the right settings, it’s possible that that equipment doesn’t get charging power when it’s supposed to. So long as the meter is communicating with the mothership, it should be a simple matter for support to arrange for the appropriate requests to be sent again. 

So, short of keeping the engineer on site until after midnight, the customer may just have to accept a night or two without that heating.
 

I'm sure there's probably a better solution, yes you've got an unhappy customer on your hands, but OVO are engaging a sub contract meter engineer and flying them to Shetland at short notice, the return flight on its own is £700, possibly overnight accommodation, you're probably looking at something like £2k to return to a meter installed a few days previously. OVO are not alone, this is probably the 4th such return to a smart meter in Shetland I've read about recently! 

​@Emmanuelle_OVO ​@Firedog thanks for the reply Emmanuelle and taking time to consider and share the points raised. 

I also note that Ofgem have announced today that suppliers need to introduce a dedicated enquiry service for RTS customers, probably a year late but better late than never!

Hello ​@Emmanuelle_OVO & ​@Chris_OVO 

It is me that is inconvenienced, frustrated and very weary of all of this.

​@Infiltrator, ​@Firedog & ​@Blastoise186 are completely spot on with their remarks. I appreciate these volunteers/community members ‘having my back’ and recognising the stress and inconvenience this whole debacle is causing. I certainly have gained a lot more insight of the issues I’m experiencing and am passing this information on to all my affected neighbours. It’s just a shame that we have to gather this knowledge through these channels.

As for support from OVO customer care, I’m now sitting at week 5 of no resolution and not even a response to my email from a week ago regarding the possible solution to my issue as outlined in this thread (apart from the automated ‘we are on the case’ response). Nor have I had an email confirming my new contract. I am still sitting with my meter set up not being aligned. to recap, my heating is switching on at my new plan times (E10- hurrah!), but the off peak/peak ‘Tariff Switching Table’ is still sitting in the wrong configuration (Region Specific - not acceptable as all the heating/hot water is being manly charged at peak rate!). I have resorted to switching everything off unless absolutely necessary, until such time I get the correct set up.

And by the way, it is not a new or isolated issue, as many, many other customers on this forum (and other platforms) are having similar problems, too (some of the posts are from a year or more ago). So where is this dedicated team specialising in ‘exotic metering’ and how do affected customer get better directed/connected? It should not be that difficult/time-consuming to get connected to the appropriate department with the correct expertise. 

Off the phone with OVO again just now, trying to find out why/how nothing is being done still. It’s a bit of a lottery when customers call to get someone who will direct you correctly. I fully appreciate there is no one size fits all solution BUT I shouldn’t have to be left to chase this up repeatedly. OVO knows there is an issue here, so surely someone should follow it all the way through to its conclusion, whatever this may need. Apparently I will now get a call back on Monday, as this is being looked into…? Now if I hadn’t rang again, would this be the case as I have had no communication to advise otherwise.

I just want someone who knows what they are doing to assure me that my ‘smart’ meter is going to work as it should and be able to trust that I’m not being charged incorrectly and having to constantly monitor this. All this affecting my home and work life, with having to worry and the time I’m having to spend dealing with this.