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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

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BPLightlog
Super User
BPLightlogSuper User
Super User
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. 

Yes, that meter type has known fault symptom similar to that you describe. 

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R
Rank 2
Rebeccapleasehelp
Rank 2
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. 

Ahh okay thank you!

R
Rank 2
Rebeccapleasehelp
Rank 2
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. 

Yes, that meter type has known fault symptom similar to that you describe. 

Great thank you!

Blastoise186
Super User
Blastoise186Super User
Super User
December 5, 2023

I think you’ve got a SMETS1 EDMI there as well, so there’s actually more good news.

If you DO have what I think you’ve got, you’re eligible for a free upgrade to SMETS2 as EDMI has refused to migrate their S1 meters to DCC. :)

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    R
    Rank 2
    Rebeccapleasehelp
    Rank 2
    December 5, 2023

    I think you’ve got a SMETS1 EDMI there as well, so there’s actually more good news.

    If you DO have what I think you’ve got, you’re eligible for a free upgrade to SMETS2 as EDMI has refused to migrate their S1 meters to DCC. :)

    Ahh good to know! Will give them a phone and see thanks!

      M
      Newcomer
      matthewxjx
      Newcomer
      December 12, 2023

      I meet the same problem. Have you called Ovo? I call them few months ago but they didn’t come.

      R
      Rank 2
      Rebeccapleasehelp
      Rank 2
      December 12, 2023

      Hello, yes I have called and also spoken to them via online chat multiple times. They have missed/cancelled 3 appointments on short notice so I am done with them.

        M
        Newcomer
        matthewxjx
        Newcomer
        December 12, 2023

        Thank you for your reply! I will keep calling them. If you solve this problem could you tell me. If I solve this problem, I will also update here. I just worry that they will charge me wrong electric bills.

        R
        Rank 2
        Rebeccapleasehelp
        Rank 2
        December 12, 2023

        Yes I will let you know if it gets resolved! I am in the process of switching companies but I have still to receive a final bill from OVO so not sure how they will calculate it but I am not looking forward to it.

        Abby_OVO
        Community Manager
        Abby_OVO
        Community Manager
        December 13, 2023

        Hey @Rebeccapleasehelp 

         

        If the team are unable to get an actual final meter reading, and have been estimating so far in the absence of meter readings, then the final bill will be estimated. We understand it’s not been a good situation with the missed appointments. 

         

        We might have recommended waiting until the meter was fixed to leave, so that the final bill can be accurate, and not estimated, but you’ll be able to discuss this with the team when the final bill is produced to you. 

         

        Do let us know how things go.

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