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

Our electricity meter stopped sending daily readings to OVO nearly 2 monts ago although our gas meter does continue to send readings. OVO is now using estimated readings (weren’t smart meters supposed to eliminate this?). Now been been reported to OVO Support and we’re back to the bad old days of logging manual readings (grr!).

What angers me is OVO not doing the simple task of detecting a meter that isn’t sending readings and being proactive about it. Surely we are entitled to expect a better customer service than this? For a company that says a lot about how customers benefit from its technology, this seems a pretty big let-down.

It’s not always easy for the supplier alone to detect that I’m afraid.

However… Try the tool at https://smart-meter-help.ovoenergy.com . It’s not full-auto like you desire, but it’s pretty close.

Smart electric meter (SMETS1) stopped sending electric readings on 22 December last year. Gas readings ARE still being sent.  Have contacted OVO 4 times so far.  There are no figures on display, so looks like problem with meter. Have contacted Ovo 4 times so far. 3 by on line message, once by email. No reply to email, but online they keep saying that the need to remotely check meter, to decide if meter requires replacement (or not). 

Was promised a call back on 29th December between 8am and 10.30am.  No one phoned, although there may have been a call at 1200 when I was unavailable.

Only the last contact (11 Jan) gave me a case number.

If the meter is broken I am worried that it may stop working all together and leave me without electricity over the cold period. Incidentally the display is now staying lit all the time.

How can I get OVO to give me an update and actually let me know what is happening? 

Hi @Al1 ,

I’m a Forum Volunteer here. I act independently of OVO.

One of us actually just found a tool that might help. Try https://homebrew.n3rgy.com/ but DO NOT post the results here unless you’re able to remove all traces of your MPAN/MPRN first.

We’re only interested in whether there’s any warnings or errors - please tell us about those as it may help us give you advice.

Thanks!

Thanks for the reply. will try that.

I sent two photographs of display to Ovo. Will put them here as well

Ist one is when pressing 9. Display should give reading

Second  one is pressing 0  Should be a display check. 

Try pressing 6 (corrected from 7 - sorry about that!)

If that’s the meter I think it is, this is usually the keypad reference 

I pressed button 7. Display showed “Not in Use”

Have been trying to get OVO to remotely check meter  since 28th December. They keep saying that they will do it, but never get back to me.

I did the meter check as asked by Blastoise186 

There are no error messages showing on it. However the date of installation is given as 20 July 2021, however the meter was actually installed on 09 March 2017.

My fault, sorry! I should have said 6 rather than 7. You appear to have a Secure Liberty 100. I didn’t get that from the tool you just used (I don’t own that thing!) but I recognised the photos.

The install date in this case would be the date it migrated to DCC and got registered to the network - DCC wouldn’t know what date it was initially deployed onto the original network it was once on.

If there’s no errors there on that tool, that’s a good thing. The next one to use is https://smart-meter-check.ovoenergy.com which will raise a report directly to the team you need in OVO and will also capture all the necessary diagnostics.

Hey @NeilB,

I’m sorry to hear of the issues you’re having,

Once you complete a smart meter health check, the smart metering team will investigate. They’ll try and resolve the issues with your smart meter remotely, if this doesn’t work you’ll be contacted and an engineer appointment will be booked.