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Rank 1
AmandaS
Rank 1
June 20, 2017
Solved

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

  • June 20, 2017
  • 156 replies
  • 22663 views

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

Show previous replies
Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
March 10, 2023

Hey @adam_miller,

 

Welcome to OVO Online Community,

 

I’d advise doing a smart meter health check:

 

 

The credit could be because the first bill is inaccurate and we started to an opening estimated reading which is lower than your actual readings. Or, it might be because you’ve been credited with the energy bills support scheme payments. We can only cast assumptions on the Forum as we don’t have access to your account. 

 

Hope this helps. 

Renewable Energy? Big Fan.
L
Newcomer
Leeh1
Newcomer
May 3, 2023

why do ovo say my electricity has been read with a smart meter. it has not been plugged in for 9 months now

BPLightlog
Super User
BPLightlogSuper User
Super User
May 3, 2023

Hi @Leeh1 and welcome to this customer forum. 
If you mean your in house display (IHD) that’s not your smart meter. The smart meter is always ‘plugged in’ as it supplied the power to your house

Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
Firedog
Super User
FiredogSuper User
Super User
May 3, 2023

This might help:
video.twimg.com/ext_tw_video/1652297141681831939/pu/vid/720x720/r4ap8hDkZc9Pgt9T.mp4?tag=12

 

Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    May 4, 2023

    Hey @Leeh1,

     

    The smart meters refer to the meters themselves (your traditional meters would have been replaced following the smart meter installation), not the plug in device called an ‘In Home Display’. We have a great topic Hub that contains all things smart, check it out:

     

     

    Renewable Energy? Big Fan.
    R
    Rank 2
    Rebeccapleasehelp
    Rank 2
    December 3, 2023

    My smart meter is not updating. The screen has an A in the top left corner and the meter reading has not changed in 2 months. It is also not connecting to the visual display. Gas is working and connected fine. Any idea how to fix this?

    BPLightlog
    Super User
    BPLightlogSuper User
    Super User
    December 4, 2023

    Hi @Rebeccapleasehelp , what type of meter is it? A photo might help to understand 

    Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
      Emmanuelle_OVO
      Retired Moderator
      Emmanuelle_OVO
      Retired Moderator
      December 4, 2023

      Hey @Rebeccapleasehelp,

       

      I’m sorry to hear this,

       

      This topic might be helpful:

       

       

      Renewable Energy? Big Fan.
      R
      Rank 2
      Rebeccapleasehelp
      Rank 2
      December 4, 2023

      Hi @Rebeccapleasehelp , what type of meter is it? A photo might help to understand 

      It’s an edmi es-10a meter, I don’t have a picture atm

      Emmanuelle_OVO
      Retired Moderator
      Emmanuelle_OVO
      Retired Moderator
      December 5, 2023

      Hey @Rebeccapleasehelp,

       

      You’ll need to contact the support team, I think they’ll likely book a faulty meter exchange appointment for you. 

      Renewable Energy? Big Fan.
      Show more replies
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