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Rank 1
AmandaS
Rank 1
Jun 20, 2017 4:42 PM UTC
Solved

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

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!

 

Lucy_OVO
Lucy_OVOBest Answer
Retired Moderator
Jun 23, 2017 12:32 PM UTC

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!

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156 replies

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Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
Jan 15, 2024 10:24 AM UTC

Hey @Al1,

 

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. 

 

 

Renewable Energy? Big Fan.
Newcomer
Chris Watt
Newcomer
Mar 26, 2024 11:53 AM UTC

OVO installed a smart meter.
It has no connection to the DCC network.
The metering point is in underground basement, lots of concrete.
In southern England so O2 network?
Can I simply put 3G range extender in to boost signal from outside into my basement? 

Blastoise186
Super User
Blastoise186Super User
Super User
Mar 26, 2024 11:55 AM UTC

Hi @Chris Watt ,

That won’t work I’m afraid. Only an engineer can do this - something like an SKU2 Comms Hub with a T2 Booster Aerial should solve it though. Get in touch with Support and they can explore this for you.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
Abby_OVO
Community Manager
Abby_OVO
Community Manager
Mar 27, 2024 9:48 AM UTC

Hi @Chris Watt 

 

Sorry to hear you’re having issues with the smart meter connection.

 

Blastoise186 has left some good advice here on the potential for a Booster Ariel to be fitted, this should help with the connection. The Support Team will be able to help you get this sorted.

 

We’ve also got some similar topics on smart meter connection issues that could be helpful to you:

 

 

Hopefully this has been helpful, keep us updated with how you get on.

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Newcomer
Chris Watt
Newcomer
Mar 27, 2024 6:39 PM UTC

Abby_OVO

Interesting reads but ultimately don’t move me on. Need T3 aerial, trying to work out who/where in OVO to go to ensure that process has started with DCC?

Tim_OVO
OVO Staff
Tim_OVO
OVO Forum Legend
Mar 28, 2024 10:51 AM UTC

When was the smart meter installed, @Chris Watt? Our Support team might be unwilling to do anything if it’s within 6 weeks. Likewise you will need to complete a smart meter health check as the first step, unless you have already.

Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
Newcomer
Chris Watt
Newcomer
Mar 28, 2024 11:13 AM UTC

Installed back in Jan, might have actually been before Xmas.

filled in your health check, you should know it doesn’t work for my meter, question 3 and 4 don’t make sense.

Chris_OVO
Community Manager
Chris_OVO
Community Manager
Mar 29, 2024 10:06 AM UTC

Hi @Chris Watt, 

 

You can get in touch with our Support Team and share your results with them, They will be able to work on next steps and book any appointments necessary.

Let us know your progress! 

 

Renewable energy jokes never get old.
Newcomer
greenweeds
Newcomer
Apr 16, 2025 11:49 AM UTC

Currently with Octopus considering a move to Ovo. 
In theory I can’t connect to DCC but I’m on top of a hill and seem to connect. Installer got a connection and Octopus confirmed they had seen the meter. Lights were erratic for a few months but now flash every 5 seconds on the 3 lights. 
I understood that this means the meter is able to connect but Octopus don’t see it.

realistically would changing supplier potentially make a difference? Have asked for a T3 to strengthen connection but that’s been declined.

Blastoise186
Super User
Blastoise186Super User
Super User
Apr 16, 2025 11:58 AM UTC

Hi ​@greenweeds ,

Gonna be honest here… Can’t make ANY promises at all about that.

Does it show up in https://homebrew.n3rgy.com at all?

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
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OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

OVO (S) Gas Limited is part of OVO Group Ltd