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

When the engineer fitted our smart meter he was unable to obtain a mobile signal which, I understand, is essential if the meter is to communicate with OVO. He left saying that the meter would keep trying, cycling through all the various networks until it succeeded. Well now, some six months later we have had a phone call from OVO to say they are sending an engineer round to investigate why they are not getting any readings.

I had already phoned them a month after installation to say that we had no mobile signal but used a Vodafone Sure Signal to make mobile calls (via an internet connection) and that if they supplied the number of the SIM card in the meter I could register it on the Sure Signal and then it could connect via Vodafone. I was told that this was not possible. But still the engineer is coming - wasting OVO's money and our time!

Surely they should have thought about their many rural customers who do not have a mobile signal at home?

Hi @Mayflower - thanks for posting!

I've popped this query over to another topic on smart meter signal issues.

It's a pain I know, but it's difficult to confirm if mobile signal is going to be an issue until the meters are in. Also there's an aerial option for a meter that's near to signal, but not in signal in it's current location. So if you have a normal mobile phone signal a few feet away from the meter, this might be a useful option for you. See the 'best answer' (at the top) for more info.

Thanks,
Tim

I've reported the fact that my smart meter isn't working to OVO 3 times now and continually am advised that the 3rd party company they sub contract to will be in touch. To date nobody has been in contact and my meter still doesn't work and I have no way to supply the readings myself.

Really worrying and exceptionally poor service. I also have no idea who to go to now.

My recommendation would be to NOT get a smart meter installed until they have the support mechanisms to provide a good or at least workable service.

I love the idea of the smart meter but the practice, at least with OVO, fails to live up to the hype.

Hey @CraigM

We already have a topic created on this so I've moved your query over - you might find some information in here to help.

If you'd like us to chase up what's going on in regards to an appointment, send us a PM on Facebook with your full name, DoB and account number.

Thanks,
Emma

Hi, can you send me a PM to get this process moving. Thanks

OVO installed smart meters two and a half years ago and could never read them. I subsequently moved to British Gas who confirmed that they would not be able to read them. Now back with OVO and nothing has changed. What a waste time and money.

This sorted in the end @CraigM :? Able to offer @DavidY some advice? How about you @KevinT @GDM @Trucker @Mayflower @AmandaS :?

Hi
Been told to wait 3 months to see if it magicly starts working on its own again.
In the meantime to submit meter readings by phone or email as i cannot do it online as i have smart meters fitted.
I find it a joke and it is if i have gone back a step rather than forward, think it worked for two months.
Should have stayed as i was

This sorted in the end @CraigM :? Able to offer @DavidY some advice? How about you @KevinT @GDM @Trucker @Mayflower @AmandaS :?

Sadly no, I'm waiting for an engineer to become available in my area. Apparently, i'm NOW a "priority". It does kind of redefine the word "priority" since it's been at least 6 months since I raised the issue and 8 months since i've actually been able to read the meter. As I've already stated via PM's with OVO staff , OVO have until the end of January then i'm changing suppliers. I bet a get a reading then, albeit a final one and I have no idea how they'll get it since the meter has zero power.

This sorted in the end @CraigM :? Able to offer @DavidY some advice? How about you @KevinT @GDM @Trucker @Mayflower @AmandaS :? Yes I can give @DavidY some advice. Go old school, read your meter and supply it online, and don't expect any decent level of customer service with OVO. I don't care if the Smart Meter Engineers are subcontracted to OVO, I pay my bill to OVO so it's still their responsibility to ensure the engineers are doing what OVO expect of them.

Hope this works @KevinT

 @CraigM you've waited long enough - send us a message on Facebook, Twitter and our Help centre has online chat!, and we can chase up an engineer visit.

Tim

 

Had a call yesterday and an engineers booked in for Friday morning. Hopefully they'll turn up and be able to fix\swap it on the day. Don't need to get put back in the queue.

 

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.

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

Have Pm'd

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

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

Had "smart" meter installed several months ago. Still estimated readings. Engineer at install said signal strength was poor. Please resolve.

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

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!

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

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.

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.

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.