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Smart meters are working but not communicating with OVO - why?

  • June 20, 2017
  • 156 replies
  • 22290 views
A
Rank 1

I have smart meters for both gas and electricity. However, neither is currently able to connect to OVO and hasn't done so for quite a while now. An engineer came to try to boost the signal but all his attempts failed. He said something about needing to wait for an additional bit of kit to be installed locally. How much longer do I have to wait? I really don't want to have to provide meter readings...I shouldn't have to with smart meters!

 

Best answer by Lucy_OVO

Updated on 07/10/25 by Ben_OVO

 

Occasionally we lose the connection with a smart meter, meaning we don’t receive the readings automatically. There are many things that might affect the signal between us and your meters.

 

If you login to your online account or OVO app (download for Android or iOS) and notice we haven’t received a reading from your meter recently, please complete the smart meter health check for your meter type below. You can fill out this online form to let us know the problem.

Secure SMETS1 smart meter health check

Aclara/Honeywell/Flonidan SMETS2 smart meter health check
 

If we are receiving the readings but you are not able to see usage data on your In-Home Display check the IHD usage guides below for further help:

SMETS2 smart meter and Chameleon IHD

SMETS1 smart meter and Chameleon IHD

SMETS1 meter with a Pipit IHD
 

There’s more advice on how to identify Smart meter issue on your online account in this guide:

 

 

OVO customer but not got a smart meter yet? - Book today!

Interested but not yet an OVO customer? - Check out our plans!

156 replies

Mattj3135
Newcomer
  • Mattj3135
  • Newcomer
  • June 21, 2017

Hi @AmandaS welcome and thanks for posting here on the forum.

I can only speculate that your meters are struggling to get a connection to the network due to poor signal. From what you've said it sounds like the engineer would have put a note on the system and its now on the computer awaiting a human to notice the action required.

The best bet is to reach out the OVO customer care team to establish what's what. If you prefer you can private message one of the moderators - @Emma_OVO @Emily_OVO @Tim_OVO @Max_OVO @Lucy_OVO with your date of birth, name, address & OVO account number they can check this out for you.

Hope this helps

Live one day at a time and make it a masterpiece
    Lucy_OVO
    Retired Moderator
    • Lucy_OVO
    • Retired Moderator
    • Solved
    • June 23, 2017

    Updated on 07/10/25 by Ben_OVO

     

    Occasionally we lose the connection with a smart meter, meaning we don’t receive the readings automatically. There are many things that might affect the signal between us and your meters.

     

    If you login to your online account or OVO app (download for Android or iOS) and notice we haven’t received a reading from your meter recently, please complete the smart meter health check for your meter type below. You can fill out this online form to let us know the problem.

    Secure SMETS1 smart meter health check

    Aclara/Honeywell/Flonidan SMETS2 smart meter health check
     

    If we are receiving the readings but you are not able to see usage data on your In-Home Display check the IHD usage guides below for further help:

    SMETS2 smart meter and Chameleon IHD

    SMETS1 smart meter and Chameleon IHD

    SMETS1 meter with a Pipit IHD
     

    There’s more advice on how to identify Smart meter issue on your online account in this guide:

     

     

    OVO customer but not got a smart meter yet? - Book today!

    Interested but not yet an OVO customer? - Check out our plans!

    You guys know what’s watt
      G
      Newcomer
      • g4jnw
      • Newcomer
      • January 27, 2018
      We have had a smart meter and an IHD for a while and reported that the WAN light was not flashing, it was on solid.
      An engineer came out on the 19th Jan and said the installer did not set it right, they set it to external antenna which it hadn't got. He changed it to internal antenna and the WAN light started flashing (3 flashes then off then 3 flashes etc) I then get a letter yesterday dated the 25th saying its lost communication. I rang and was told that the smart team would check but as far as he could see they were not getting readings. I gave the reading but note that i cannot now give readings on the website as its greyed out so now i dont know whats happening as no one called from the smart team.
      To me the IHD is a waste of time as it doesn't reset after a statement, it just accumulates the cost. I hope the website will at least give an idea as at the moment its just showing estimates and im in credit by £69 after i submitted a reading on the 17th Jan.

      Trouble is now i don't know whether i'll need an external antenna or not, the engineer said not, OVO say i may? Im left in limbo and want to build a wooden box around the electric meters to hide the horrible things.
      A
      • Anonymous
      • January 29, 2018
      Hey @g4jnw

      I've moved your query over this already existing topic as you might find some of the information in here helpful.

      I'm sorry you've not heard back about the smart meters. If you PM us on Facebook with your full name, DoB and account number we'll be able to look into this for you - https://www.facebook.com/ovoenergy.

      Emma
      G
      Newcomer
      • g4jnw
      • Newcomer
      • January 29, 2018
      Have Pm'd
        H
        Newcomer
        • Henders1
        • Newcomer
        • February 9, 2018
        Like several other customers, my smart meter is not sending readings to OVO so I have to supply readings. You often estimate incorrectly (underestimate) which has now resulted in my being in debit. My statements recommend an amount I should be paying that is less than I actually do pay which doesn't make sense as my current payments are clearly insufficient. My bill has almost trebled over recent months. I am very confused and concerned. Van someone look into all this please
        Lucy_OVO
        Retired Moderator
        • Lucy_OVO
        • Retired Moderator
        • February 12, 2018
        Hey Henders1,

        I’ve moved your topic over here as it has advice on what to do about your smart meters not communicating.

        If you need a member of the team to look into how much energy you’re using each month and what your Direct Debit has been set to, please send a message to the team on Facebook or Twitter. They’ll be able to look into your account and offer some further advice.

        Lucy
        You guys know what’s watt
        M
        Newcomer
        • mpjsols
        • Newcomer
        • February 19, 2018
        Had "smart" meter installed several months ago. Still estimated readings. Engineer at install said signal strength was poor. Please resolve.
        A
        • Anonymous
        • February 21, 2018
        Hey @mpjsols

        I've moved your query over to our existing smart meter topic, to make it easier for others to find. It sounds like we may need to get an aerial installed to boost your smart meter signal.

        So that we can look into this in more detail, please send us a PM on our Facebook page including your full name, account number and DoB.

        Thanks,
        Emily
        T
        Rank 5
        • Tricia
        • Rank 5
        • March 21, 2018
        A smart meter was installed 8 December 2017 - didn't work. Installer said it would be checked and problem resolved by following Monday. Didn't happen! Since then I have made numerous calls to OVO, with them telling me at first it would take 7-8 weeks because of backlog, then that an engineer would call me within a few days. My last call, a month ago, I was offered a credit of £10 and apologies for the delay and a promise of expediting the problem after explaining that as I am disabled and live alone I have to get someone to do me the favour of reading my meters. STILL NO RESPONSE! I have a two year contract, so what more can I do?
        I moved to OVO on reading good reviews of their customer service! Ha!
        Nancy_OVO
        Retired Moderator
        • Nancy_OVO
        • Retired Moderator
        • March 21, 2018
        Hi @Tricia,

        I've moved your comment over here where you should be able to find loads of information about smart meter maintenance.

        If you need anything chasing up, feel free to drop us a message on Facebook or twitter with your account number, full name and DoB.

        Nancy
        Your guiding light(bulb)
        A
        Rank 1
        • AmandaS
        • Author
        • Rank 1
        • May 24, 2018
        Further to my original message 23 June 2017 - Just to say my smart meters are STILL not able to communicate with OVO. Mobile phone coverage is good where I live so I don't understand why this is still a problem. More to the point I don't understand why OVO isn't doing something about it - even if it means starting a conversation/agreement with one of the network providers. This has been a problem for OVER A YEAR. Both meters are awkward to take reading from which was one reason I was happy to have smart meters installed originally. Please can this be sorted ASAP.
        E
        Newcomer
        • enterpryse
        • Newcomer
        • January 23, 2019
        Same problem here albeit not for as long.

        Meters were installed around 14th Jan and were working! They stopped two days later.

        I was told to wait up to 6 weeks for them to come alive but to also follow up the query in two weeks time if it was still 'broke'.

        I'm wondering if the problem is OVO setting up the account with data provider (on the WAN side) and not a technical problem at all.

        In any case it needs sorting as making the switch to SMETS2 is now leaving a bad taste in everyones mouths.
        Nancy_OVO
        Retired Moderator
        • Nancy_OVO
        • Retired Moderator
        • March 5, 2019
        Hi @enterpryse - it can take a while for signal to settle down, this doesn't necessarily mean the meters have been installed incorrectly. However, if you're concerned, feel free to drop the team on Facebook a message: m.me/ovoenergy

        Be sure to include your account number, full name and DoB.
        Your guiding light(bulb)
        E
        Newcomer
        • enterpryse
        • Newcomer
        • March 15, 2019
        Hi @enterpryse - it can take a while for signal to settle down, this doesn't necessarily mean the meters have been installed incorrectly. However, if you're concerned, feel free to drop the team on Facebook a message: m.me/ovoenergy
        Be sure to include your account number, full name and DoB.

        I had a second engineer visit about 10 days ago who got the electric side working again ( a pairing issue) and left with a promise that the gas was fixed and would come on line in the following week.

        The Gas is still not working!
        Transparent
        Rank 20
        Forum|alt.badge.img+2
        • Transparent
        • Rank 20
        • March 15, 2019

        Oh dear @enterpryse That's not good!

         @Nancy_OVO is quite correct in saying that it takes quite a while for everything to be configured and operational after the actual installation day. I've written more on this in another Topic here.

        However, there's clearly another problem occurring on your site. Once the Smart Meters are communicating with each other and DCC, there will only be the occasional drop-out, possibly last up to an hour.

        You should keep notifying OVO of the issue, preferably by webchat via the Help Centre.

        There are different models of communications link available for your Smart Meters, and they may or may not require an external aerial. I too live in a region with poor mobile phone signals, and I have an Electricity Smart Meter with a Toshiba Mesh-Network transmitter and a substantial external aerial. There are photos showing these on the other Topic I've just referred you to.

        As I understand it, the actual link to the mobile phone network isn't within OVO's remit. Once the system has been correctly installed and configured, in my area (Devon) responsibility for external communications is in the hands of Telephonica.

        Save energy... recycle electrons!
          Nancy_OVO
          Retired Moderator
          • Nancy_OVO
          • Retired Moderator
          • March 19, 2019
          The Gas is still not working!

          Hi @enterpryse - have you sent the team a message so they can look into this?
          Your guiding light(bulb)
          E
          Newcomer
          • enterpryse
          • Newcomer
          • March 19, 2019

          The Gas is still not working!Hi @enterpryse - have you sent the team a message so they can look into this?

          Yes, indeed I have. No response yet after giving my details to them.

          Thanks for your interest
          Transparent
          Rank 20
          Forum|alt.badge.img+2
          • Transparent
          • Rank 20
          • March 19, 2019
          Hi @enterpryse I've been looking around the Forum to see if anyone else was having a similar problem whereby the IHD was picking up only one fuel.

          I came across this Topic where @tony1tf says he's been "re-booting" his IHD as a work-around.

          I only have electricity currently showing on my IHD; so I might give this a try myself if I have a moment spare tomorrow.
          Save energy... recycle electrons!
            T
            Rank 4
            Forum|alt.badge.img+3
            • tony1tf
            • Rank 4
            • March 19, 2019
            Rebooting my IHD only worked for a few days, then back to gas only. Several turn offs later never restored both readings. I am awaiting a replacement unit with updated firmware, which is supposed to fix the problem.

            Tony
            Transparent
            Rank 20
            Forum|alt.badge.img+2
            • Transparent
            • Rank 20
            • March 22, 2019
            It's now the 11th day since my SMETS2 meter installation, during which time I've only had the electricity data available. Unsurprisingly, this data is erroneous because my meters don't yet have my OVO Tariff information uploaded to them.

            Nevertheless I've had a couple of goes at @tony1tf 's recommended IHD reset procedure on my Chameleon. It works as he described, and in my case it isn't actually necessary to unplug and replug the charger lead. Merely holding in the On/Off button was sufficient.

            I still didn't get any gas readings, but for the record, my Chameleon comes up reporting the firmware as "IHD3 8.0", followed 3 seconds later by the GUID number of the unit. It would be interesting to know if this is what @tony1tf 's replacement unit says.
            Save energy... recycle electrons!
            T
            Rank 4
            Forum|alt.badge.img+3
            • tony1tf
            • Rank 4
            • March 26, 2019
            HI @Transparent

            My IHD responds with "IHD 7.4" so I guess the firmware is slightly older.
            I agree that just turning the device off with the button on the back, gets to this boot up state. Done this many times over the last few weeks., but we are never getting electricity readings, only gas.
            Havn't received an updated device yet.

            Tony
            Nancy_OVO
            Retired Moderator
            • Nancy_OVO
            • Retired Moderator
            • March 27, 2019
            Hey @tony1tf,

            It's odd that it's not showing your electricity usage. Is your elec meter in a box/cupboard or near anything metal? This might interrupt signal.

            Cheers
            Your guiding light(bulb)
            Transparent
            Rank 20
            Forum|alt.badge.img+2
            • Transparent
            • Rank 20
            • March 27, 2019
            I don't think it can be that @Nancy_OVO.

            @tony1tf is getting gas meter readings. I thought the Electricity Smart Meter was the master, and the gas meter is a slave. The gas meter only fires up the Zigbee network to send a reading at intervals of 10-mins or greater. That's how it conserves battery-life.

            But the Chameleon IHD gets updated every 10secs. So this must be linked only to the electricity meter.
            Save energy... recycle electrons!
            T
            Rank 4
            Forum|alt.badge.img+3
            • tony1tf
            • Rank 4
            • March 27, 2019
            HI @Transparent and @Nancy_OVO

            I have placed the IHD just beneath the electricity and gas meters in the garage for several weeks now - the whole Zigbee network occupies no more than a cubic metre, so, no, you can't blame metal boxes and the like. The system does not send smart meter readings to OVO, and the IHD only shows gas usage. The technical department is supposed to be sending a new IHD with updated firmware, but I read today that OVO has taken on another failed company of 235000 customers, so that will no doubt delay dealing with OVO's own customers. One day I hope to be able to recommend OVO to others, but not presently.

            Tony
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