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

Unfortunately not. 

Ahhh… That’s a problem.

The best you could do is use https://smart-meter-help.ovoenergy.com after switching. I can’t think of anything else right now

Hi ​@greenweeds and welcome to the OVO Forum!

I can see ​@Blastoise186 has given some really helpful advice here. 

We’d of course love to have you as a customer, but I can’t guarantee that we’ll be able to get the smart meter working if Octopus can’t. Worst case scenario is we’d take you on as a customer but you’d need to provide manual reads, best case is that we’d get the smart meter working. It’s up to you whether you’d like to switch to us. If you do decide to you can sign up online here.

And here’s some other Forum topics that you might find helpful!

My smart meter has stopped sending meter readings to ovo .I’ve contacted them on 3 occasions to be told it would be rectified in 24 hours Today I have an error message to ask for manual readings. I have tried sending these but they don’t go through I can see they ask if I have a dial meter .its a smart meter I’m an elderly person and have to go on my knees to take these readings which I have done but this is not ideal for me  any help would be appreciated 

Hi ​@Maurie ,

Sounds like something’s gone a bit wrong there. Try the tool at https://smart-meter-help.ovoenergy.com in the first instance and if that doesn’t work, you may want to raise a complaint via https://ovoenergy.com/feedback .

It’s possible something’s up with the records, but this can be fixed.

Hey ​@Maurie,

I’m really sorry to hear this,

Blastoise has given some helpful advice here. 
 

I just wanted to add that you could join the priority services register if you’re over 65 & they can send a meter reader round to read your meter free of charge, until the smart meter issues are resolved. 
 

Thank you both my case has now been escalated and I’ll come back when I hear anything 

Hey ​@Maurie 

Glad to hear the team have escalated that. Do let us know how you get on.

Hi. I’ve been in touch with ovo again and been told my case is being worked on by the back office. I gave meter readings in the chat but on looking at my app they are not showing there but have been used to update my credit on my account. Why am I not seeing my manual readings added by advisor recently thanks 

Hi ​@Maurie, I hope you had a good weekend,

Sorry to hear of the issues with the smart meter - I’m glad this has been escalated now. Have our Support Team let you know if the meter is going to need replacing or not?

If you’ve given manual reads to our Support Team they can take 24 hours or so to be displayed on your online account or app. Have you checked if they’re now displayed today?